HIPAA PDF Password working sporadically

Hello,

I have a form with some HIPAA fields that we have set to email as a PDF attachment. Since it requires the PDF to be password protected, we have set a password on the PDF. However, the password only works sporadically. Sometimes we are able to open it with no problem, other times it says the password is incorrect. I have verified that we are typing the password exactly the same each time, and the password has not been changed in the form settings. Do you know what might cause this?

Hi,

I have tested one of our forms and I have been unable to replicate that issue.

Can you tell us which form are you facing the issue within?

Looking forward to your reply.

Hi, the form in question is called Annual Required Forms. An example would be the submission from Holly M at 2/16 (most recent submission as of this email). When attached to an email, I am unable to open the PDF with the password. Is it possible for me to forward the email with PDF attachment to a support email address that you can access?
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Greetings.

You can send an email to support@jotform.com. Please use Ticket #2901893 as a subject, so we can reference this conversation. If possible, please send us the PDF document that does not contain any personal information from your users. It would also be great if you could share one PDF where everything works as intended, and the password you have used.

After you send an email, come back to us here so you would get a reply faster.

Thank you for your cooperation.