HIPAA Submissions > PDF Download: file will not open

  • bhdl
    Asked on February 24, 2021 at 2:29 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?

  • David JotForm Support Manager
    Replied on February 24, 2021 at 9:04 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:

  • bhdl
    Replied on February 25, 2021 at 1:08 PM

    Hello,

    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 log Screenshot 101614276314 6037e6da8bde3 Old logo showin Screenshot 21


    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.

    PDF:

    1614276407 6037e737d9630 Part that was d Screenshot 32


    Link:

    1614276407 6037e737d9193 We removed 5 Li Screenshot 43


    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".



  • David JotForm Support Manager
    Replied on February 25, 2021 at 8:31 PM

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