Unable to receive the PDF attachment on email notification.

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    Asked on September 11, 2020 at 12:29 PM

    Please be aware that I've been using this feature for years, and it works *most* of the time, but arbitrarily there are times when the document is NOT attached to the notification email (for whatever reason). There is a bug!

    This is a re-post of a comment on How to Include Submissions as PDF Attachment in the Email Notifications

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    Answered on September 11, 2020 at 01:52 PM

    Hello! Please note that we experienced a temporary issue with the PDF feature and it should be fixed by now.

    In case you're facing this issue now as well, then please provide us the form ID along with the Submission ID. We'll look into it and get back to you.

    Thank you!

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    Robbi D Warren 
    Answered on September 11, 2020 at 02:14 PM

    I'm not sure what this is

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    Answered on September 11, 2020 at 04:36 PM

    Hello Robbi,

    I believe what my colleague is trying to imply is that we had an issue with the PDF attachment recently but it was addressed accordingly by our developers, and we apologize for the inconvenience. I would also recommend to clear your form cache to flush the minor bugs on your form as the initial step when you notice some bugs on your forms: How-to-Clear-Your-Form-Cache

    However, if this didn't resolve the issue kindly provide us the Submission ID or the form link to further investigate the issue on our end: Where-to-Find-the-Submission-ID

    Please also note that the PDF attachments already have a limit of 5MB file size and it will not attached to the email if the PDF file exceeds this limit.

    If you are referring to this form, 200167289021146, kindly provide us the submission ID in which the PDF is not attached on the email, as advised by my colleague to further look into it.

    Thank you. Looking forward to your response.

  • Profile Image
    Answered on September 17, 2020 at 09:36 PM

    I just finished a form today and had PDF Attachment selected so they get a copy of their submission. I tested it by filling out the form and getting an email response and it worked as expected. I had deleted my responses as I didn't want to confuse them with the real responses I was going to get.

    I then sent it to all the people I needed to send it to and I got the first response with NO ATTACHMENT. I went and checked the settings and see the PDF Attachment was checked to NO. I did not change it after testing.

    Then when I selected YES for PDF Attachment it said "new document 1" instead of "default document" which showed before. It also shows on a second form which I had this set up on. The second form has no responses yet. I need this to work, please advise if it is really working.

    I've cleared my cache and still see the selection for PDF Attachment as "new document 1"

    The form that it is not working on is Seasonal Agreement 2021

    Did not have attachment - submission ID #4761990681444967603

    The form that is is working on is Seasonal Agreement 2021 PHU

  • Profile Image
    Answered on September 17, 2020 at 11:32 PM

    I have cloned your form and made a test submission but I can't seem to replicate the issue on my end, I am able to receive the submission with the PDF attachment:


    I have also checked your form and it seems that the email notification is set up correctly and should let you receive the PDF attachments as well. Can we try to make a test submission on your form to further investigate the issue?

    Thank you. Looking forward to your response.

  • Profile Image
    Answered on September 17, 2020 at 11:57 PM

    I did reapply the notifications, but didn't think it would work. After testing myself it did work. You can test to see if you can figure out why it would have deselected the PDF option. I will let you know if it happens again. Thanks.

  • Profile Image
    Answered on September 18, 2020 at 03:24 AM

    We are glad that it works fine at the moment.

    If the issue occurs again, please let us know and we will make a test submission of your form and further investigate.

    Thank you for your understanding.

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    Answered on October 19, 2020 at 08:48 AM

    Happening again. Submission ID 4784131759299751939

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    Answered on October 19, 2020 at 09:57 AM

    Hello there,

    Thank you for reaching Support.

    Please try recreating your email notification by deleting the old, and creating a fresh one. See if the issue persists.

    Also, you can add the PDF's download link on your email, in case the attachment fails.

    Give it a try and let us know how it goes.

    Related Guide: Setting up Email Notifications.