The password is not saving in the PDF attachment

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    webadmin_lhs
    Asked on June 01, 2020 at 04:49 PM

    Hi! 

    We need to setup our form so that downloadable forms are password protected. However, the form is apparently alternating between old and new passwords it accepts which is causing a ton of confusion. Every time,  I try to replace the box the password on the Advanced Settings Page and press "Save," it reroutes me back to the "Settings" page and, when I click on the "Notifications" page, the password hasn't updated. I can't find a way to manage old and new passwords for JotForm. Please help. 



  • Profile Image
    roneet
    Answered on June 01, 2020 at 10:08 PM

    Could you please clear your browser cache and then try again:

    https://www.refreshyourcache.com/en/home/

    Let us know how it goes.

    Thanks.

  • Profile Image
    webadmin_lhs
    Answered on June 05, 2020 at 11:15 AM

    I'm sorry, but I cleared my browser cache and it's still not working. The same thing is still happening. 

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    Richie_P
    Answered on June 05, 2020 at 12:01 PM

    I have tested our HIPAA account and it seems the change password is working as expected.

    Please make sure you follow the instructions regarding the minimum characters and should have a mix of one upper,lower,number and special characters.

    15913727661.png

    Sample password: Jotform1@

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

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    Sierra
    Answered on June 05, 2020 at 04:00 PM

    The password I created has all of those aspects. It is still not working. I also don't understand how my browsing information would affect the fact that multiple passwords are alternating working for my colleagues downloading PDFs from their submission notification email. Both of the problems I described exist. I don't know whether or not they are related. 

  • Profile Image
    webadmin_lhs
    Answered on June 05, 2020 at 04:05 PM

    The password I created has all of those aspects. It is still not working. I also don't understand how my browsing information would affect the fact that multiple passwords are alternating working for my colleagues downloading PDFs from their submission notification email. Both of the problems I described exist. I don't know whether or not they are related. 

    Is there a way I can speak to someone directly? I don't think the problem is being understood and it would save time

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    jonathan
    Answered on June 05, 2020 at 07:26 PM

    We apologize for inconvenience. We currently do not have live support via phone, so we cannot provide you with call assistance at this time. 

    Our main support channel is via this support system and the support email.

    As to the issue you were having, I checked also your form Notification Email settings, and I found that PDF password protection was actually not enabled on the form Email.

    1591399311zzz 2020-06-06 07.21.31.png

    Did you perhaps disabled it?

    I suggest you enable it again so that we can do further test if the feature was working or not on your form.

    OR if you were instead referring to the PDF document password option in Layout Settings / Advanced option in the PDF Editor, I also noted that the password protection option was not enabled either.

    1591399517zzz 2020-06-06 07.23.24.png


    I hope this help. Please let us know if issue persist.