The PDF download link at the thank you page do not work at all

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    amandawichert
    Asked on February 23, 2021 at 09:33 AM

    The PDF download link at the end of the forms do not work (all forms, no screenshots). At least one in ten customers gets an error message and cannot download anything. I've gotten a lot of emails this week about this. There are different error messages that appear. Usually the error message contains the words "not authorized" and a bunch of code. Could you please test this in a variety of browsers to see what the issue is and then fix it? (Just a note based on recent experience - please don't ask me for a screenshot. I cannot test it for you, and I cannot ask my customers to test it for you. Thanks.)

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    Welvin
    Answered on February 23, 2021 at 11:26 AM

    You must be referring to the following error:

    1614097424_60352c1015e1b_

    The problem is related to the privacy of your submissions/file uploads. The privacy is through the Settings page of your account: https://eu.jotform.com/myaccount/settings.

    I've unchecked both, and please keep it that way so that people can download the PDF document. It says, "Require log-in to see submissions." but that doesn't mean people can access your submissions when this is unchecked. It only means you allow people to download/view submissions through the links (when given).

    Thanks

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    wisniewskim
    Answered on February 23, 2021 at 11:34 AM

    I have an email that is sent to me when a user submits the form and the pdf that typically attaches is not working either

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    ryanlarson
    Answered on February 23, 2021 at 11:36 AM

    We are having problems with our PDFs as well. When a user fills out the form, on the thank you page we put the {pdf-link} code which shows a download link to the PDF file. Last week, it would just download it as "file" with no pdf file extension. Now it downloads the PDF but it's completely blank.

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    wisniewskim
    Answered on February 23, 2021 at 11:43 AM

    The PDF will be blank or not updating or sometimes not even attaching. It happened today again as it also happened a few weeks ago but then was working ok now today I am having the same type of problems again frustrating! Even if I go right to the pdf creator the pdf is not right

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    Welvin
    Answered on February 23, 2021 at 01:18 PM

    We're sorry about that.

    Our backend team is already aware of the problem with the missing PDF extension. We received some reports from other users telling us that the problem was fixed on their end, but since there is no update yet from our backend side, we're keeping existing tickets open.

    Considering that it is now downloading with the extension on your end, I guess the PDF now works on your account too. If that issue persists, please update us here, and we would be happy to create a ticket for you.

    As for the blank PDF, we have a problem with missing entries on the submissions page. That was an hour ago. Our developers have fixed that already. The attachment and PDF link should be displaying the data correctly now.

    When you say the PDF is not right, do you mean you are missing some fields in the PDF? I checked that earlier, and I checked that again this time. Everything seems to be there. If not, would you mind providing us which fields are missing? If you are referring to the design, it is the default and I see no problem with it.

    Thanks

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    wisniewskim
    Answered on February 23, 2021 at 01:23 PM

    When I say not right something like form was submitted and pdf generated but then form was edited and submitted but pdf did not update. I just completed a form and the pdf did generate and when edited it updated so seems fixed for now. Hope no more problems going forward for me

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    amandawichert
    Answered on February 23, 2021 at 03:33 PM
    About 25% of the time, the PDF does not generate, so it is not fixed.

    ...
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    Welvin
    Answered on February 23, 2021 at 08:02 PM

    @amandawichert, allow me to address your problem through the following ticket: https://www.jotform.com/answers/2920257.

    Thanks