PDF document is displaying some fields twice

I created a PDF form a year ago that is supposed to arrive as an attachment. We need the form to look exact for legal reasons. Your PDF form tool was just the ticket.

Unfortunately, the form has suddenly become problematic.

One of the text blocks was inserted twice I don't know how that could be but I deleted it.

The blank spacing between lines suddenly disappeared but I put it back.

Problems I can't solve

Sometimes forms arrive blank even though the body of the email shows proper information. 4861974980323137883

The form is not longer formatted correctly under the heading of Name and Address and the heading Address for hardcopy.

It's supposed to be

Addr1, Addr2
City, state, zip.

But when the form arrives, these fields are on separate lines

{employeeOr:city}, {employeeOr:state} {employeeOr:postal}

AND for some reason these fields {postalAddress:city}, {postalAddress:state} {postalAddress:postal})are printing above the line that begins with "to begin" but they aren't there in the form so I don't know where they are coming from.

Also, when the form arrives, these fields are on separate lines

{postalAddress:city}, {postalAddress:state} {postalAddress:postal}

Forms that arrived before December were perfect.

Sorry about that. As I tried checking the submission in the PDF editor, it seems to be displaying fine when I tried downloading the report. However, I noticed that the address field is displaying twice.

As I check the report, it seems that the fields are included in a Text field which seems to be causing the issues. Could you try creating a new PDF report so that the fields are added directly to the PDF document to see if that works normally?

Let us know how it goes. We will wait for your response. Thank you!

I can do that but why should I need too when the form worked correctly for months? Why would the form have stopped working?

Additionally, the jotform uses the address block field I made the PDF so long ago that I can’t remember how to break it apart into separate fields.

This is very frustrating. I used inline fields because the formatting is very difficult to manage and the spacing very rigid, blocky and spread out when the fields are inserted separately. The attachment is supposed to match our paper form to be acceptable...and it did until December.

Hi there,

I've created a clone of your form and it seems to work as expected. I've created a short screencast so you can check it as well.

With your permission can we clone the working PDF above into your form and continue the test further?

Looking forward to your reply.

Thanks

Yes, please do clone it so we can test further.

Hi there,

Can you please create a new PDF document, and attach it to a test email notification and make a test submission?

I will also clear your form cache so let us know how it goes.

Best.

I don't know what you mean by "Create a new PDF document" Are you asking me to scrap the existing form? I thought you were doing that by way of a clone?

Not fully understanding what you are asking me to do, I just tested the form and the PDF and it's still not working. 4869595276816812558 came with addresses on single lines and the city and state duplicated again.

Hi Eriediocese,

In the new PDF editor if you experience any issues then you can create a new PDF by clicking the below option.

I have cloned and tested your form and it seems to be working okay, there are not duplicate fields showing.

Kindly check and let us know if the issue persists.

I cloned the form and created a new PDF. I forgot to tell the clone to use the new PDF though. I noticed that all of my tests with the cloned form and the old PDF were perfect.

That made me think it might not be the PDF itself but rather the form.

So, I downloaded and deleted all of the prior 533 responses and tested the old form and the PDF worked nicely.

We are going to test the less bloated original form for a bit and see what happens.

I'll keep you posted.

The problems are back.

I figured out that this line is what's causing the fields to repeat.

{employeeOr:addr_line1}, {employeeOr:addr_line2}<br />

If I take this code out, the City and zip do not repeat and they do not break out on separate lines.

This has worked for almost a year. Why is breaking those fields out causing a problem?

I'm going to try NOT using the full address fields. I'm going to break them into separate fields and see what happens.

I am sorry for the trouble caused to you. I did check your form, and it seems you are now using a separate field for each address line. The PDF seems to display the values correctly as you have configured in text field. Please check the screenshot below:

Do get back to us if the issue persists, and we will take a look.

We will wait for your response.

Yes. We should get submissions this week. I'll let you know next week.

The problem was caused by the address block which didn't like being broken apart into separate fields. If I deleted street addresses 1 and 2, the problem went away but of course that was unacceptable.

Hi there,

We will be waiting for the results regarding your submissions.

Thank you for your patience.

Best.

The form submitted without the attachment. Before the form went crazy, this would happen a couple of times a month.

I had trouble printing the PDF because the site was slow.

I can't get the submission ID for you because I keep getting following message. I was wondering if network congestion on your part affects delivery of the PDF.

We are currently experiencing abnormally high traffic volume and working to restore all services as quickly as possible. Thank you for your patience.

Hi Eriediocese,

We're sorry for the inconvenience.

We had an issue earlier regarding JotForm unavailable but it has been fixed now.

May we ask for the submissions ID again?

https://www.jotform.com/help/549-where-to-find-the-submission-id

We will wait for your response.

4871496504563598294 arrived with no attachment. I had to go into the form and print the pdf report.

4 other forms submitted today arrived as a PDF form.

Why did the 5th arrive without the PDF form?

I am sorry for the trouble caused to you. I did check your form and did not find any issue with that. There is no reason why you received the other submission emails with PDF attachment but not for one submission.

I have sent a test submission in your form. Can you please check and let us know if you have received submission email with PDF attachment or not?

We will wait for your response.

Your test worked.

We get email without attached PDFs a couple of times a month.

Hi,

We are happy to hear that the test worked.

Could you monitor the PDF attachments in your submissions for the next submissions you receive, to see if the issue has resolved?
If you would happen to receive an email without the attachment again, please let us know and provide us the submission ID, and we will investigate the submission. Please let us know how it goes.

Best Regards,