PDF attachments: I receive empty PDF attachments intermittently on all forms.

  • Profile Image
    troostcemeteries
    Asked on February 02, 2021 at 02:56 PM

    This is an intermittent problem but here are three examples of how the PDF that was emailed to us was blank.

    Here is a screen shot of the PDF received blank: https://take.ms/OwIyJ

    Here is a screen shot of the Tables showing blanks: https://take.ms/DDIlF

    Here is a screen shot of the actual form showing the fields contain data: https://take.ms/JfrKH

    this issue happens randomly on nearly ALL of our forms and it causes people to have to reenter the data. Please note that the Thank You page provides the user with a download link - this PDF is NOT blank but the emailed version IS.

    submission IDs below all have the same issue -

    4881036820173399953

    4881034860175709518

    4881032100173860639

  • Profile Image
    troostcemeteries
    Answered on February 02, 2021 at 03:12 PM

    Here is another example, almost immediately:

    Submission ID:201826056348153

    This one came through blank in the email, but the Tables are filled in. Downloading the entry from the PDF editor was the only way to receive a completed PDF. It's a different form, but as I said, this inconsistent problem happens across all forms. Form: https://form.jotform.com/201826056348153

    Screen shot of blank PDF received via email: https://take.ms/7Ogh5

    Occasionally editing the entry results in a filled out PDF but in this case, it was edited several times with no luck.

  • Profile Image
    Laura_L
    Answered on February 02, 2021 at 08:33 PM

    Hi,

    Thank you for reporting the issue and all the screenshots.

    Before we escalate the issue to our developers, could I ask you to do one test on any of the forms;
    Could you delete the current notification email, and then add a new notification email, and set the PDF attachments again for the email?

    Kindly try this and make a couple of test submissions, and please let us know if this would make any difference.
    Looking forward to your reply.

    Best Regards,

  • Profile Image
    troostcemeteries
    Answered on February 02, 2021 at 08:34 PM

    My notifications are conditional and I don’t really want to redo them. It’s a fair amount of work.

    ive reported this issue several times and it persists.

    I feel like this requires escalation

  • Profile Image
    troostcemeteries
    Answered on February 02, 2021 at 08:36 PM

    There is a clear disconnect between Tables and the form entries. I’ve reported other issues which have turned out to be bugs.

    and as I have stated this occurs across multiple forms.

  • Profile Image
    Laura_L
    Answered on February 02, 2021 at 10:11 PM

    Hi,

    Thank you for getting back to us fast.
    I understand that it would be frustrating to create the conditions again.

    I have escalated this issue with all the information that you provided to our developers. However we do not have an estimation of when it will be resolved, but please rest assured that as soon as we have any updates, we will inform you on this ticket.

    Meanwhile, if there is anything else we can assist you with, please let us know and we are happy to help.
    Also, if you receive any new incorrect submissions, you can provide the submission IDs here on this ticket.

    Thank you!

  • Profile Image
    troostcemeteries
    Answered on February 05, 2021 at 12:31 PM

    Continued problems.

    Submission IDs:

    4883549290176616162

    4883550450178411603

    Blank in tables today. You can see yesterday this was not a problem: https://take.ms/iRzTO

    Emailed receipt is blank for the above-mentioned submissions on Form: https://form.jotform.com/201875423127150

    Screen shot of blank PDF: https://take.ms/wZoNX4


    Please resolve this issue which is CLEARLY a problem as I've identified.

  • Profile Image
    Niko_N
    Answered on February 05, 2021 at 02:49 PM

    Greetings,

    We apologize for the inconvenience.

    A bug report ticket is already escalated to our developers. The ticket is currently open and marked as important.

    I have conveyed your provided additional information to the assigned team.

    Once we receive an update, it will be immediately posted in this support thread.

    Thanks for your patience and understanding.

  • Profile Image
    troostcemeteries
    Answered on February 18, 2021 at 12:16 PM

    Here we are again today.

    Form: https://form.jotform.com/92824924744163

    Submission ID: 4894764574368136990

    PDF is blank even after trying to edit it - it returns blank twice in a row. The file isn't even named:

    https://monosnap.com/file/ikbR7K9SZBJnyMBUPFOT3p9AvI3scX

    https://monosnap.com/file/KobYX3eeOz9p5KdEb3ZArl8qVWt9u2


  • Profile Image
    Laura_L
    Answered on February 18, 2021 at 03:03 PM

    Hi,

    Thank you for the updated information, I have forwarded this to our back-end team as well.
    Unfortunately, we have not yet heard about updates, but as soon as we do, we will inform you.
    Thank you for your patience!

  • Profile Image
    troostcemeteries
    Answered on February 23, 2021 at 11:34 AM

    And again. This is VERY inconvenient. *sometimes* an edit forces a complete copy through. Sometimes not. I have been reporting this inconsistent issue for a LONG time. This NEEDS to be made a priority. It's affecting workflow in a very negative way.


    Submission ID: 4898313360175908442

    Form: https://form.jotform.com/203365733742153


    Submission ID: 4899056690174574217

    Tables screenshot: https://monosnap.com/file/NkUlpUWGQVpUPMbp16xCrqOHoa60fv
    PDF in email screenshot: https://monosnap.com/file/JhQkXKDzWMVkB7SFFBOtyB4USDL7ag

    Form: https://form.jotform.com/201875423127150


  • Profile Image
    troostcemeteries
    Answered on February 23, 2021 at 11:47 AM

    AGAIN (this is back to back with the above submission on the same form)

    Submission ID:4899070140173923605
    Tables Screenshot: https://monosnap.com/file/8pmT9oPigRqhLzYVV1lZ5RJ8hBEI9b
    Form:https://form.jotform.com/203365733742153

  • Profile Image
    troostcemeteries
    Answered on February 23, 2021 at 11:49 AM

    AGAIN!

    Submission ID: 4899067023119841710
    Tables Screenshot: https://monosnap.com/file/aioiYSSFhL7ALiwbjyJ4uL5hhAycaE
    Form: https://form.jotform.com/201826056348153


    THIS NEEDS ESCALATION ASAP!

  • Profile Image
    Laura_L
    Answered on February 23, 2021 at 03:20 PM

    Hi,

    We sincerely apologize for the inconvenience.

    Thank you for keeping us updated with the new submissions.
    The issue has already been escalated, and our developers are doing their best to fix the issue. I've also sent them a message asking for any updates. Once we hear back from them, we will inform you directly.

    Thank you for your patience and understanding.

  • Profile Image
    troostcemeteries
    Answered on February 23, 2021 at 03:41 PM

    Ok I've been reporting this for over a year now under separate topics. I'd appreciate a swift resolution.

    It prevents my locations from doing work and it causes me to have to figure out how to get them the output of the data...

    *sometimes* an edit of the submission resolves it.

    Today, I used the URL: https://www.jotform.com/pdf-submission/{submissionid}

    in a browser and when I went to the table, one time the fields were suddenly populated. I replaced the submission id with the actual id and that solved it one time. This would be a fine solution if you could pull a specific PDF template with a URL..... assuming it figured out how to pull the data from the form because the form shows the entry. It just doesn't carry over to the PDF all of the time and in many cases, the table is blank, as I stated.

  • Profile Image
    Laura_L
    Answered on February 23, 2021 at 05:38 PM

    Hi,

    I understand the frustration and that the issue is hindering your workflow.
    The system should work smoothly, and we apologize for the trouble caused.

    Not sure if this will help, but it might be worth trying. Could you also try this URL to retrieve the submissions?
    https://www.jotform.com/pdf-editor/{PDFdocumentID}?preview=true&submission={submissionID

    Thank you!

  • Profile Image
    troostcemeteries
    Answered on February 23, 2021 at 08:01 PM

    This link is to the PDF editor. None of my users have access to the editor. Will this be an issue for them? They can only receive these by email and do not have Jotform accounts or access.

    I understand this is a potential workaround but if this takes them to the editor, I'm not certain this will function.

    Jotform doesn't have enough permission levels for me to invite others.

  • Profile Image
    Laura_L
    Answered on February 23, 2021 at 09:30 PM

    Hi,

    In that case, the workaround will not unfortunately work, as you have to be logged into your account to view the PDF through the link.

    We are waiting on updates from our backend team regarding the issue that was raised to our developers, and as soon as we have anything, we will inform you here.