HIPAA Submissions > PDF Download: file will not open

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    Asked on February 24, 2021 at 02:29 PM

    Hello, we are having an issue with exporting our PDF files. We select the file type and select the patient file to download. We select download. Download as PDF is selected. Files is to open when ready but we get an error message stating "Error Fail to load PDF File". This is only happening with JotForms. Is there a way we can fix or address this issue?

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    Answered on February 24, 2021 at 09:04 PM

    Thank you for contacting us. We apologize for the inconvenience. Are you download submissions as PDF from the submissions page? https://www.jotform.com/help/269-how-to-view-form-submissions

    Please provide us the following information:

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    Answered on February 25, 2021 at 01:08 PM


    Thank you for getting back to us. We are now able to download the PDF, I guess it was just a glitch at the moment.

    However, now the problem is, the downloaded PDF is not showing any of the updates that we made to the form.

    We made a few changes to the form and had the patient fill out the updated form.

    We sent the patient this link https://hipaa.jotform.com/92814953915164 to fill out the updated form.

    But once we download the form, it doesn't show the updates that we made to the form. It is still showing our old format. (We changed it from BHDL-DENTAL to Oral Design)

    1614276314_6037e6daa611a_New updated log1614276314_6037e6da8bde3_Old logo showin

    Not only that, but we also took out one of the sections of the form called 5. Limited Treatment Agreement.

    But when the form is downloaded, it is still showing up in the PDF.


    1614276407_6037e737d9630_Part that was d


    1614276407_6037e737d9193_We removed 5-Li

    Also the link name says "Domain Leasing Agreement" which is not the name of the form.

    The name of the form is "Patient Intake Packet".

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    Answered on February 25, 2021 at 08:31 PM

    Hi, we will address this new inquiry in a separate ticket: https://www.jotform.com/answers/2926843