Notification Email > PDF attachment: Intermittently fails
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brandxtshirtsAsked on January 26, 2021 at 12:03 PMJot 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?
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Jimmy_DAnswered on January 26, 2021 at 04:07 PMOur 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? -
brandxtshirtsAnswered on January 26, 2021 at 04:17 PM
Yes, it was Submission ID: 4874979344326671806
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SonnyferAnswered on January 26, 2021 at 09:24 PMJotform SupportThanks for providing the submission ID. I sent a test submission to your form and was able to receive a PDF copy of my submission.
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.
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SonnyferAnswered on January 27, 2021 at 03:37 PMJotform Support
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.
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brandxtshirtsAnswered 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
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Jimmy_DAnswered 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.
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brandxtshirtsAnswered 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
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SonnyferAnswered on February 02, 2021 at 04:25 PMJotform Support
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.
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brandxtshirtsAnswered on February 16, 2021 at 11:32 AM
Has there been an update on this?
The issue is still happening
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Jimmy_DAnswered 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.
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brandxtshirtsAnswered 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!
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Jimmy_DAnswered 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.
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brandxtshirtsAnswered 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
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BasilAnswered on July 01, 2021 at 06:03 PMJotform SupportHi,
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.
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KiranAnswered on July 06, 2021 at 03:56 AMJotform SupportWe 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.
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brandxtshirtsAnswered 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
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SonnyferAnswered on August 30, 2021 at 05:25 PMJotform Support
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.
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brandxtshirtsAnswered on August 30, 2021 at 05:31 PM
I also have a few others that happened just now as well -
- 5061656184326097786
- 5061660524327823384
- 5061661584329253286
- 5061669864325683222
- 5061675994321241102
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SonnyferAnswered on August 31, 2021 at 12:08 AMJotform Support
Thank you. I will also add those to the ticket. We'll inform you here of any news.
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brandxtshirtsAnswered 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
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SonnyferAnswered on September 08, 2021 at 01:16 AMJotform Support
Thanks for the additional information. I'll have them added to the escalated ticket
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brandxtshirtsAnswered 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
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SonnyferAnswered on October 22, 2021 at 05:55 PMJotform Support
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.
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brandxtshirtsAnswered 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!
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SonnyferAnswered on January 03, 2022 at 08:03 PMJotform Support
Hello @brandxtshirts - Let me address your latest concern on the following ticket link to avoid confusion. https://www.jotform.com/answers/3636559
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