HIPAA > PDF Attachment: form is intermittently failing to attach the PDF document

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    stevefisk
    Asked on June 01, 2020 at 07:03 PM

    I've had some instances of emailing form submission as PDF failing and cannot tell why.

     

    No settings were changed. The process was working as intended and then stopped the night of 5/30 and resumed sometime 5/31, again with no settings changed. Elapsed time from problem start to end was >14 hours.

     

    Logging into my account, and going to "view submissions" I can find the individual submissions that didn't get sent. The intended email recipients received blank emails with no attachment. Recipient email accounts are on Gmail and a Microsoft enterprise domain.

     

    I'm concerned because this is a workflow crucial to my business. I would appreciate direct contact with a support person unless there was a known system problem during this time that would account for the problem.

  • Profile Image
    Welvin
    Answered on June 01, 2020 at 11:38 PM

    We apologize for the inconvenience.

    We have a problem with PDF attachment on May 28, and May 31. We also received reports on May 30 about it. We have since fixed that, but if the issue persists on your forms, kindly update this ticket and we'll be investigating further. Please include the form in question too.

    Note that this support system is the best way to contact us regarding urgent form issues. 

    In the meantime, I also suggest adding the PDF link in the body of the email. That way, if it's not attaching the PDF, you have the link to download the PDF document.

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    stevefisk
    Answered on June 02, 2020 at 05:54 PM

    Great, thanks for the suggestion.

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    stevefisk
    Answered on June 07, 2020 at 12:56 PM

    This problem has happened some more on the night of June 6 and morning of the 7th.

    Unfortunately, my tests of the PDF link solution posted above do not work, I get this error when not logged into Jotform:

    {"error":"You're not authorized","success":false,"duration":"0.012"}

    I bet this is because the browser is not logged in, but I can't give the end users of this form access to my Jotform account.

    I'm now having to send outputs to a Google sheet and ask the end users to copy, paste and print from there, which is not a good solution.

    Please help.

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    Welvin
    Answered on June 07, 2020 at 02:21 PM

    Our apologies for the inconvenience.

    Would you mind providing us the form in question and the Submission IDs where PDF attachment is failing?

    Guide to get the Submission ID: https://www.jotform.com/help/549-Where-to-Find-the-Submission-ID.

    I'll report this to our backend team, and we need the above information for documentation.

    The PDF suggestion is for you as the owner of the form. Since you are upgraded to HIPAA, you are required to log in to download the PDFs. Any download for HIPAA requires an active session on the browser. Unfortunately, there is no other way for this.

    I understand you have other recipients in the form and my apologies for not letting you know of this before. Please provide us the information I asked above, I'll create the ticket. 

    Thanks

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    stevefisk
    Answered on June 08, 2020 at 03:51 PM

     Yes, here is the form: https://hipaa.jotform.com/201475921442149

    4673511589918085099 (yesterday)


    Some others:

    4667566345119645874


    4667566345119645874

  • Profile Image
    Welvin
    Answered on June 08, 2020 at 05:23 PM

    Thank you for the details.

    I have now raised this ticket to our developers for further review. We cannot provide you an ETA of this, but as soon as we have an update, you will be notified here.

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    stevefisk
    Answered on June 08, 2020 at 06:22 PM

    Thanks. Here's another one:

    4674638945529477277 (no PDF)

    Then, minutes later another submission (working correctly):

    4674645133317256763

  • Profile Image
    Jed_C
    Answered on June 08, 2020 at 10:43 PM

    Thanks for the additional information. We'll notify you via this ticket if there's an update. I have included the new submission with missing PDF into the notes.

    We thank you for your patience in the meantime.

  • Profile Image
    stevefisk
    Answered on June 14, 2020 at 01:00 PM

     Some more:

    4678284684123102765 (no attachment, blank email)


    4678312884127247646 (no email)


    4678683136812459843 (no email)


    4678880372613409190 (no attachment, blank email)


    4678886272614003920 (no email)

    Please let me know if there's an imminent fix for this. This problem prevents us from providing service to our customers, and we'll have to switch to another form service soon.



     

  • Profile Image
    Mike_G
    Answered on June 14, 2020 at 06:26 PM

    Thank you for the additional information. We would like to apologize for any inconvenience the issue is causing you.

    The issue has already been forwarded to our developers and although we cannot provide a timeframe for when the issue will be fixed, please be assured that once there is an update from them, we will surely let you know on this support ticket right away.