Some forms provide "Failed to load PDF document." error when trying to open downloaded submission as pdf.

  • Profile Image
    Ch_Sue
    Asked on August 06, 2020 at 11:17 AM

    This just started happening randomly with a couple of our forms. There doesn't seem to be any pattern with which submissions provide this error and if we repeatedly re-download a form that showed this error the new pdf would eventually be able to open. I tried using multiple pdf viewers but all of them show some form of the error. The attached screenshot of the error is from when a bugged pdf is opened in chrome.

    Screenshot
  • Profile Image
    Carlos_C
    Answered on August 06, 2020 at 01:37 PM

    Hello,

    Thank you for your message.

    Could you please provide us the forms URL/ID that are having this error? and just to confirm the error message is happening when you open the PDF form?

    If you need any further assistance, please let us know. We will be happy to help.

  • Profile Image
    Jannette
    Answered on August 06, 2020 at 02:54 PM

    Here are some examples. The form URL/ID 4725444139814762654, 4725424668128166879, 4724750309194171664, 4724616560962601780.


     


    The error appears when we try to download the pdf.


     


    Thanks!


     


    Jannette


  • Profile Image
    Mike
    Answered on August 06, 2020 at 07:18 PM

    Can you please also let us know from what page are you downloading the PDFs (e.g. PDF Editor, Sheets, Inbox, email message)? Also, is this happening when you download the individual PDFs, or multiple PDfs at once?

  • Profile Image
    Ch_Sue
    Answered on August 07, 2020 at 09:12 AM

    We're downloading singular forms from Sheets. Unfortunately we can't test what happens with multiple PDFs as we don't have access to the email that the zip file is sent to, we only have access to our office's email and the address associated with jotform is that of the other office.

  • Profile Image
    Ed_Hughes
    Answered on August 07, 2020 at 10:36 AM

    Hi @Ch_Sue, 

    Could you confirm the form url? The IDs that your colleague provided before look like submission IDs, I've checked but I can't find what form they are linked to. 

    Thank you!