delay of information

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    Asked on February 23, 2021 at 12:14 PM

    When we receive an email that a form was submitted, we used to be able to immediately pull up the form and print the signed document. Now, we get the email that we have a submission (see pic #1), and the email shows the information our client entered- in this case the person’s name and their signature. When we go to view it in jotform (so we can print the signed document), it gives us this image (see pic #2) and it lists the submissions but the most recent ones do not tell us whose submission it is. Instead, we have to wait until it decides to load the information before we can print the document and start the rest of our work on our end. This can take up to an hour after we receive the email notification that we have received a submission. How can we resolve this?

    PS- It won't let me submit more than 1 screenshot, so I have submitted pic #2

  • Profile Image
    Answered on February 23, 2021 at 04:54 PM

    Hello @accvet,

    Thank you for contacting Jotform Support, we do apologize for the inconvenience that you have experienced.

    Unfortunately, it seems that neither of the screenshots that you attempted to upload were successfully been posted to the support ticket. Can you kindly share the screenshots again?

    You can use the following user guide to show you how you can share multiple screenshots in the support ticket - How-to-Post-Screenshots-to-Our-Support-Forum

    Also, can you please share the URL of the form that is causing this issue for you? In order for us to troubleshoot, we do need to know which form is affected.

    We look forward to your response.

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    Answered on February 23, 2021 at 05:04 PM

    This affects multiple forms. My examples were from one of our most frequently used forms. Here is the URL:

    Hopefully the images are attached now??? I am unable to view it....

    1614117844_60357bd45870c_pic #2.png

  • Profile Image
    Answered on February 23, 2021 at 05:14 PM

    If you are trying to upload your images by attaching them to your email, then they will not post on the support ticket. Please review the user guide I provided to properly upload screenshots to the support ticket.

    User Guide - How-to-Post-Screenshots-to-Our-Support-Forum

    However, I did review the form you shared with us and it seems that you have the Original PDF attachment disabled. If you want to be able to receive the PDF via email, you will need to check the "Enable original PDF Attachment..." setting for either or both of the form emails.

    As you can see in the following screenshot of your form, both of the emails do not have the original PDF attachment enabled.


    Please check these and then test your form again. If the PDF is still not attached, do let us know and we will investigate further.

  • Profile Image
    Answered on February 23, 2021 at 05:48 PM

    Okay, I did select "enable original PDF." There is now an attachment to the notification email (I assume that is the one that gets sent to us, the business that created the form) which is great1614120492_6035862c40c07_Capture.GIF. But I open the pdf and the stuff that the client filled in does not appear on the form.

    Here is a new attachment- what happens after I made the change to "enable orig pdf".

  • Profile Image
    Answered on February 23, 2021 at 11:55 PM

    Do you want to include all the text into the notification where it shows the signature? Please note that the notification email is different from the PDF attached to the notification.

    If that's what you want to happen, please follow my screencast:

    1614142498_6035dc2246750_PDF attach.gif

  • Profile Image
    Answered on February 24, 2021 at 01:29 PM

    Not necessarily. Before last week, we were able to click on the link in the notification email and it takes us to our Inbox where it shows the full completed form (which includes both our text and the info that the client entered). Do you know why that stuff isn't generating the way it used to?

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    Answered on February 24, 2021 at 03:53 PM

    Thank you for the clarification. It seems that there is some confusion here.

    Please note that you are currently using the Smart PDF Forms builder for this form. This allows you to upload a fillable PDF form and to transfer your submissions directly to the original PDF. This can be done by aligning the form fields to the fillable sections of your PDF.

    Related User Guide - How-to-use-and-get-the-best-out-of-jotform-smart-pdf-forms

    However, the reason you are not seeing submission data on the Original PDF document is that you have not included a fillable PDF that has sections to display the submission data. You may want to consider uploading another PDF form that is fillable and that has a section for the name, date, and signature to appear.

    But, I do see that you created a custom PDF document to show the form data. You can use this instead if you do not want to take the extra steps and make your original PDF fillable.

    Here is a quick screen recording of the two PDF documents that you have on this form:


    As you can see, the Original PDF does not have any fillable sections, therefore, the form data does not transfer over to it. If you want to use the original PDF, then you will need to make the file fillable and add sections for the form data.

    Otherwise, you can simply remove the original PDF and use the custom PDF that you have built.

    How to remove the Original PDF:


    How to include custom PDF in emails:


  • Profile Image
    Alison @ accvet 
    Answered on February 24, 2021 at 06:46 PM

    Just to reply, I know we are having a hard time understanding over typed messages. Right now our jotform is working like it was before. Not sure why it was lagging and took a long time to show the full content of the completed form. I will contact you again if it happens in the future, maybe I can explain differently. Thank you for your help.

  • Profile Image
    Answered on March 02, 2021 at 01:33 PM
    Difficult to communicate the issue via text and screenshots. I don’t think anybody understood what I was trying to say/what the problem was. The issue eventually resolved on its own.
    -Alison Pfeiff
    Employee Development Coordinator
    McClintock Animal Care Center
    480-820-2822 *call or text!
  • Profile Image
    Answered on March 02, 2021 at 04:06 PM

    Hello Alison,

    Our apologies for the confusion and for the misunderstanding of your questions.

    If you come across this issue again, we do ask that you kindly provide some further details on what the exact issue is and we will be more than happy to continue providing support.

    However, we are glad to know that the issue is now resolved. Please let us know if there is anything else we can help you with.