PDFs attached to emails are damaged and will NOT open!

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    DirectDispatch
    Asked on March 10, 2021 at 01:15 PM

    When we attempt to download a PDF email attachment from the notification emails they are unable to be opened and say "Unable to open file. The file is damaged and could not be repaired."

    1615399953_60490c1174e9f_

    They are coming in damaged straight from the Jotform servers and this is not a problem on our end with our PDF reader software

    We have to go in and click the "Download Submission" link every time because of this.

    We are attempting to service COVID patient centers and this is a high priority problem for us!

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    Kiran
    Answered on March 10, 2021 at 04:28 PM

    As mentioned in the other thread, the issue may be occurring with the PDFs generated while we were experiencing the issue. Please try sending a test submission to a form and see if the PDFs received to the email are working fine. Please do let us know here if you still notice any issue. We will be happy to take a look again.

    Thanks!

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    DirectDispatch
    Answered on March 11, 2021 at 12:59 PM

    We are now having issues downloading the files through the Download PDF link as well. They take a long time to download and are sometimes resulting in failure entirely. Please forward to backend team so they may fix whatever is going on with the PDF system again

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    Sonnyfer
    Answered on March 11, 2021 at 07:54 PM

    Apologies for the inconvenience.

    I cloned your form but wasn't able to replicate the issue. I was able to open and download the PDF on my end.

    1615510434_604abba23012c_pdff.gif

    Could you please check again? I cleared your form cache as a precaution.


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    DirectDispatch
    Answered on March 23, 2021 at 03:35 PM

    it happens randomly around the clock, you have never corrected the issues we've been reporting over the past month. PDF files come thru blank or missing entirely at a frequency of about 20% of the time. EXTREMELY frustrating. You're quick "I can't get it to happen" reply is not adequate.


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    Sonnyfer
    Answered on March 23, 2021 at 05:12 PM

    We've alerted our developers that the issue with "blank/corrupted PDFs" is back and they're currently working on a fix. We'll inform you here of any updates.

    We apologize for the inconvenience.

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    samlowe902
    Answered on March 24, 2021 at 11:59 AM

    Insanely frustrating. I deal with this every single day.

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    Kiran
    Answered on March 24, 2021 at 01:22 PM

    Sorry about that @samlowe902. I notice that the issue reported by you is also being looked into on the other thread. As soon as we have any news in this regard, we'll let you know here.

    Thank you!

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    samlowe902
    Answered on March 26, 2021 at 10:26 AM

    Saying for 2 weeks that the "issue is being looked into" isn't helping anything. I'm not convinced that anyone is doing anything to try to resolve this.

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    Kiran
    Answered on March 26, 2021 at 02:37 PM

    I understand. As we see, the issue reported by you on the other thread has been assigned to one of our development team member and checking the logs as required based on the information provided by you. I also notice that you have provided a couple of submission IDs in the thread which shall be addressed at the earliest possible.

    We appreciate your patience and understanding.

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    Sonnyfer
    Answered on March 26, 2021 at 05:08 PM

    Greetings! We received word from our developers that the issue should be fixed now.

    Kindly check and let us know if you need further assistance.