Blank PDF attachments received on notification email

Our client, Eppley Plastic Surgery, is still receiving blank PDFs. We submitted a ticket earlier this week regarding this issue and unfortunately, it was only resolved temporarily. https://www.eppleyplasticsurgery.com/patient-forms/

We apologize for the inconvenience.

I cloned your form and tested, but was able to receive the PDF attachment on the notification email.

Could you do the following:

1. Delete the PDF document on your PDF Editor and add a new one:

2. After that delete the existing notification email on the form and add a new one.

3. Enable the PDF attachment option on the email, and save the email settings.

After that test and let us know if you are still not getting the PDF attachment on the notification email.

If there is still an issue, could you add our email address support@jotform.com to your notification email recipient section, and may we test submit your form to troubleshoot?

We followed the previous instructions but the client is still receiving incorrect PDFs. Please see below for their specific feedback. We have added support@jotforms.com as a recipient in order for your team to continue to troubleshoot.

From: Camille Stutz <cstutz@eppleyplasticsurgery.com>

Date: March 16, 2021 at 9:18:27 AM EDT

To: Andrea Eppley <aeppley@eppleyplasticsurgery.com>, Patient Concierge <patientconcierge@eppleyplasticsurgery.com>

Cc: Marcia Kilpatrick <Kilpatrick@eppleyplasticsurgery.com>

Subject: RE: Secure Personal Information & Health History Form

The form that was received at 1:57 pm Eastern Time was incorrect/incomplete. The information shows when you first pull up the JOT form in Outlook, however, when you open the PDF, the patient demographics is not included. It shows the Headings of each section – Personal Information, Health History, Health Lifestyle Habits, etc…but no specific patient information.

We tend to have many forms come through successfuly and it is a random one that is not populated with the patient information. When that does happen, the PDF cannot be imported to PN. It then has to be scanned in.

Hi,

We have heard from our developers that it was a temporary issue caused by a high load over our servers. The issue should be fixed by now.

Could you please check and let us know if the issue persists on your end?

We look forward to your response.