Notification Email > PDF attachment: Intermittently fails

  • Profile Image
    brandxtshirts
    Asked on January 26, 2021 at 12:03 PM

    Jot Form Link: https://form.jotform.com/201966399967175

    It is setup to always send a PDF with each submission.

    A recent submission titled: US004 Project Brief-462289 did not have the PDF attached.

    This has happened several other times. Is there a log that can be checked?

  • Profile Image
    Jimmy_D
    Answered on January 26, 2021 at 04:07 PM

    Our apologies for the inconvenience. 

    There is a log of the email sent on your account history page. However, it does not contain the PDF link.- 

    Guide: how-to-view-your-account-activity-logs

    The issue might have happened due to some system glitch.
    may we have the ID of the affected submissions please?

  • Profile Image
    brandxtshirts
    Answered on January 26, 2021 at 04:17 PM

    Yes, it was Submission ID: 4874979344326671806

  • Profile Image
    Sonnyfer
    Answered on January 26, 2021 at 09:24 PM

    Thanks for providing the submission ID. I sent a test submission to your form and was able to receive a PDF copy of my submission.

    1611714178_6010ce829fed5_

    As you mentioned that it happened several times, may we ask for the submission IDs together with the screenshots showing that there was no PDF attached in the email? I'm suspecting it's due to the 5MB email attachment limit but needs more submission to compare.

  • Profile Image
    Sonnyfer
    Answered on January 27, 2021 at 03:37 PM

    Looks like your reply didn't successfully post in this ticket. Let me paste it instead.

    [Yes, here are a few recent submissions that did not contain the PDF attachment

    Submission ID: 4868861274324802138

    Submission ID: 4868856564324516206

    Submission ID: 4867978154321314521

    Submission ID: 4858587524329682764]

    I thank you for providing these submissions IDs. I checked all of them and can't find a reason why it didn't generate/attach a PDF to the email.

    Let me escalate this to our backend team to investigate further. We'll keep you posted for any updates.

  • Profile Image
    brandxtshirts
    Answered on January 29, 2021 at 12:12 PM

    New submission ID that it happened with: 4876768254326135748


    It also happened on

    US004 | Proof Approval

    Submission ID: 4876623624323469431

  • Profile Image
    Jimmy_D
    Answered on January 29, 2021 at 12:55 PM

    Hello!

    Thank you for the additional details. I have added this submission to the list on the Level 2 ticket. We will send you a message as soon as we have some information about the status of your ticket.

    Thank you for your cooperation.

  • Profile Image
    brandxtshirts
    Answered on February 02, 2021 at 02:54 PM

    I had another 4 in a row not send PDF with the email.

    Submission ID: 4880973154324499934

    Submission ID: 4880309494327943036

    Submission ID: 4881043264321681987

    Submission ID: 4881033644328603316


  • Profile Image
    Sonnyfer
    Answered on February 02, 2021 at 04:25 PM

    Thanks for the additional submission IDs. I've added them to the escalate ticket for our backend team's reference. I also sent a follow up on your behalf. They shall reply here soon.


  • Profile Image
    brandxtshirts
    Answered on February 16, 2021 at 11:32 AM

    Has there been an update on this?

    The issue is still happening

  • Profile Image
    Jimmy_D
    Answered on February 16, 2021 at 02:08 PM

    Hello!

    Sadly, we still haven't received an update from the back-end. However, they are still working on the case. The ticket is still open. 

    As promised we will message you as soon as we have an update. 

    Thanks for your patience. 


  • Profile Image
    brandxtshirts
    Answered on March 08, 2021 at 11:58 AM

    Hello,

    This issue is still happening several times a day.

    Has there been any update from development?

    Thanks!

  • Profile Image
    Jimmy_D
    Answered on March 08, 2021 at 02:08 PM

    Hello!

    The level 2 ticket is still open and assigned to a team, but unfortunately, we have not received any update from the back-end team yet.

    Have you tried deleting the notification email templates and configure them again? Doing so will reset everything related to the email and will get rid of any existing glitch on the notification itself.

    After all, as promised we will send you a message once we receive an update from the back-end team.

    Thank you for your patience.

  • Profile Image
    brandxtshirts
    Answered on July 01, 2021 at 12:45 PM

    Hello,

    I still haven't heard any resolution for this issue.

    It was working for a while, but now I've had several responses that are not generating a PDF again.

    The most recent being Submission ID: 5009666484322384165.

    Any word back from development? It's been 7 months since I reported the initial issue

  • Profile Image
    Basil
    Answered on July 01, 2021 at 06:03 PM

    Hi,

    Multiple users are currently not receiving PDFs attached to their Emails.

    Our team is working on fixing the issue.

    We will update you as soon as the issue has been fixed.

    Thank you for your patience.

  • Profile Image
    Kiran
    Answered on July 06, 2021 at 03:56 AM

    We apologize for the inconvenience this may have caused. We have experienced an issue with the PDF system and received an update from our backend team that the issue should be fixed by now. You should be receiving the emails with PDF attachments. If you still notice any issue, please do let us know. We will be happy to take a look again.

    Thank you.

  • Profile Image
    brandxtshirts
    Answered on August 30, 2021 at 04:18 PM

    I had one today and wanted to call it out. Others have been working but not sure why this one wouldn't generate a pdf with it.

    Submission ID: 5061614334325131169

    Form ID: 201966399967175

  • Profile Image
    Sonnyfer
    Answered on August 30, 2021 at 05:25 PM

    Apologies for the inconvenience. I downloaded the submission as a PDF and it's only 19kb so it should be attached to the email.

    I am adding the submission ID to the escalation ticket to let our developers know.

    We appreciate your patience regarding this matter.

  • Profile Image
    brandxtshirts
    Answered on August 30, 2021 at 05:31 PM

    I also have a few others that happened just now as well -

    1. 5061656184326097786
    2. 5061660524327823384
    3. 5061661584329253286
    4. 5061669864325683222
    5. 5061675994321241102
  • Profile Image
    Sonnyfer
    Answered on August 31, 2021 at 12:08 AM

    Thank you. I will also add those to the ticket. We'll inform you here of any news.

  • Profile Image
    brandxtshirts
    Answered on September 07, 2021 at 04:47 PM

    It's happening again on a few today -

    Form ID: 202454736858061

    Submission ID: 5068559704323983264

    Submission ID: 5068564724324260280

  • Profile Image
    Sonnyfer
    Answered on September 08, 2021 at 01:16 AM

    Thanks for the additional information. I'll have them added to the escalated ticket

  • Profile Image
    brandxtshirts
    Answered on October 22, 2021 at 04:44 PM

    Are there any issues with the PDF system again?

    I received 1 response without any PDF and 2 other responses that asked for me to click a link to download rather than attaching it to the email.

    No PDF - Submission ID 5107427724326408110

    PDF Link - Submission ID 5107430384323366532

    PDF Link - Submission ID 5107438284326984010

  • Profile Image
    Sonnyfer
    Answered on October 22, 2021 at 05:55 PM

    Thanks for the additional submission IDs. Unfortunately, we haven't heard back yet from our developers. But I've sent a follow-up on your behalf.

    Meantime, would it be possible for you to delete the problematic Notification and create a new one? This is to check if the issue will arise on the new Notification.

    Guide: Setting-up-Email-Notifications

  • Profile Image
    brandxtshirts
    Answered on January 03, 2022 at 06:24 PM

    I've gotten a string of submittals that are not including the PDF.

    It just has the "Attachments: Please download the PDF attachment(s) of this email by visiting the following link(s)." message.

    Is there an issue with the PDF system at this moment?

    Submission ID: 5170612424326063429

    Submission ID: 5170605884329862493

    Submission ID: 5170597114325937164

    Samples from 2 different forms that are having the issue.


    Thanks!

  • Profile Image
    Sonnyfer
    Answered on January 03, 2022 at 08:03 PM

    Hello @brandxtshirts - Let me address your latest concern on the following ticket link to avoid confusion. https://www.jotform.com/answers/3636559