The PDF Editor fails when form encryption is enabled

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    Clem
    Asked on February 26, 2020 at 11:37 PM

    Hi Jotform,

    Very excited to roll out our new form but unfortunately both the "Create PDF Form" and "Create PDF Document" both fail to load in multiple browsers (Safari, Chrome, Brave - all on OSX).

    Clicking either PDF option results in an endless "loading" screen (see attached).

    I tried duplicating the form and editing the PDF that way, which sort of worked, although none of the fields, labels or answers appeared to load in the PDF. I then entered a submission in to the duplicated form, which resulted in it displaying the same behaviour (eternal loading when attempting to edit PDF).

    FYI, I have since deleted the duplicated form, so only our original form remains.

    Could you please take a look at this for me as I'm keen to sign up for a paid plan but PDF forms are an essential part of our workflow.

    Cheers,

    Clem

  • Profile Image
    Richie_P
    Answered on February 27, 2020 at 05:28 AM

    I would suggest you open the PDF editor first then select your form to create a PDF document.

    https://www.jotform.com/pdf-editor

    Please give it a try and let us know how it goes.

  • Profile Image
    clembo
    Answered on February 27, 2020 at 09:38 PM

    Thanks for the quick response Richie.

    I tried to access the form in the way you describe but had the same result unfortunately.

    Any other ideas?

  • Profile Image
    Richie_P
    Answered on February 28, 2020 at 03:53 AM

    Further checking your form settings, it seems you have enabled Form Encryption.

    Do note that it is not possible to attach a PDF document or download your data when you enable Form encryption.

    If you would like to create a PDF document, you would have to disable encryption.

    Do note that old submissions that are encrypted will not be decrypted once you disable encryption.

    To know more about form encryption, you may check this guide:https://www.jotform.com/help/344-Encrypted-Forms-and-How-to-Use-Them

  • Profile Image
    clembo
    Answered on March 01, 2020 at 07:31 PM

    Thanks a lot for the response Richie! That has fixed the issue.

    I would like to respectfully suggest implementing a simple error message that lets the user know that encrypted forms can't be converted to PDFs, instead of the infinite loading screen.

    It would have allowed me to remedy the issue without bothering support.

    Thanks again for your time.

  • Profile Image
    Kiran
    Answered on March 02, 2020 at 02:37 AM

    No problem. Glad to see that the issue is now resolved for you. Please do not hesitate to get back to us if you need any further assistance. We will be happy to help. 

    Thank you for using Jotform!  

  • Profile Image
    Kiran
    Answered on March 02, 2020 at 02:37 AM

    No problem. Glad to see that the issue is now resolved for you. Please do not hesitate to get back to us if you need any further assistance. We will be happy to help. 

    Thank you for using Jotform!