Blank PDF is downloaded from the PDF Link on Thank You page.

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    lilybouvier
    Asked on February 03, 2021 at 04:31 PM

    Hello Jotform Support,

    We are experiencing an intermittent issue where we go through and answer everything on our form and submit. On the final page, we click the link to download the PDF but it populates a blank form for us. The pdf that is sent to the connected email account is blank, too. However, we noticed that sometimes when we click the link on that final page for a second time, we are able to download a pdf that DOES have all the answers filled out.

    Are you aware of this issue? Anything we can do to stop this from happening?

    Thank you so much for your help.

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    KrisLei
    Answered on February 04, 2021 at 07:46 AM

    Hi,

    I have cloned your form and made a test submission on it. However, I can't replicate it on my end. But there's a latency in generating the PDF on my end. I suspect that it's because of my network connection, or it's taking some time to pull the data from the form since it is quite a long-form. Here's a screencast of when I tried to download the form:1612442649_601bec199d9fd_form.gif

    Can we make a test submission on your form? Also, may we ask for the URL where the form is located if it is embedded on the website to investigate it further?

    Thank you. Looking forward to your response.

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    Lily 
    Answered on February 04, 2021 at 10:49 AM

    Hello,
    Thanks for your response. The form is not embedded on a website, the URL we are using is just https://form.jotform.com/210304050078138

    Yes please feel free to make a test submission if that would help.


    Thank you so much for looking into this further.

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    BDAVID
    Answered on February 04, 2021 at 01:42 PM

    Thank you for contacting us. I have done a submission in your form, and the PDF document contains data:

    1612464078_601c3fce16d31_submitform.gif

    Could you please provide us the IDs of the submissions where the downloaded PDF is blank? We would need to escalate this to our back-end team to check further.

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    BDAVID
    Answered on February 04, 2021 at 06:16 PM

    Thanks for sharing them. I have forwarded this to our back-end team to get further help to find the cause of this issue. If there is any update, you will be notified here.

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    lilybouvier
    Answered on February 23, 2021 at 08:54 PM

    Hello Jotform support team,

    I am checking in to see if you have an update on this issue. We have started to experience the problem more and more lately. Today we were altogether unable to use our form, as many of our submissions came up blank, even when accessing them through the account submission's area. We count on this form for our program operations. Thank you for continuing look into the issue.


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    KrisLei
    Answered on February 23, 2021 at 10:16 PM

    We sincerely apologize for the inconvenience.

    We were also receiving similar reports from other users. As I have verified, the ticket that my colleague has escalated is still open, and a dedicated team is currently working on isolating the issues.

    I will send a follow-up email to them on your behalf, and we will inform you of any updates as soon as possible.

    We appreciate your understanding on this matter.

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    lilybouvier
    Answered on February 26, 2021 at 01:15 PM

    Hello, Thank you so much for escalating this again. I am checking in again to see, do you have any more information on this issue?


    Best,

    Lily

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    BDAVID
    Answered on February 26, 2021 at 05:19 PM

    Good day, we have not received any updates yet, and there is no time-frame for a resolution. I will send a message to our back-end team to request for updates. You will be notified here if there is any.