Receiving blank forms

To whom it may concern:

I'm an IT Technician for a company that uses your forms so people can sign up for business training classes. As of 3/22/21 some forms will randomly come in blank, as if the form was not filled out. I did do basic troubleshooting to ensure it wasn't an issue with the email address or Adobe. I then started to take a look at your support forums for any help / info and found a URL that explains you all had this issue around 2/23/21 with your servers, https://www.jotform.com/answers/2918652-our-jot-forms-are-coming-back-blank

I wanted to reach out and see if there's still issues with this or anything else that could be causing these forms to come in blank.

I've also attached a screenshot of a form that's coming in blank so you can see what it looks like.

Any help is greatly appreciated.

Thank you for reaching support,

I cloned and tested the form, and the PDF attachment showed all form inputs.

Here is a screencast:

Can we have your permission to make a test submission on your live form?

Awaiting your response.

Best.

Yes you may. The issue is intermittent so some forms come in fine and some come in completely blank. This is the URL that users are given to fill out the forms, you may use this as well to test, https://form.jotform.com/202544683362052

Hi there,

I just made the test submission, can you give it a look?

I will also clear your form cache so let us know how it goes.

Best.

Yes, i'm having them check it out now.

The form came in ok. You can go ahead and clear the form cache.

Hi there,

Looks like it seems to be working normally now. If the issue occurs again then please send us the submission ID so we can escalate the issue further.

https://www.jotform.com/help/549-where-to-find-the-submission-id

Thanks

Thank you. I will let you know how it goes.

Hello, not sure if it's too late already but this same exact issue started happening again.

Hi there,

Did it previously work after the last response I gave?

I have cleared your form cache again.

Do let us know if the issue still persists.

Also, you may do this on your own if you encounter any issues as the first troubleshooting step.

Here is the related guide: https://www.jotform.com/help/229-how-to-clear-your-form-cache.

Best.

It did work for a little while after you cleared the cache and just started happening again today. Not too sure if this will work temporarily again.

Hi Cheyenne,

I've sent some test submissions on the form and the PDF seems to be working as expected. Here is how I received it.

Please check on your end again and let us know if you need further assistance.

Thanks

We'll test them out through today. I'll keep you posted.

Is there any additional troubleshooting steps that can be done in case this issue comes back again? It seems like the last time the cache was cleared it only worked for a few weeks.

Hello cheyrose,

If I understand correctly, your emailed PDF attachments are showing up blank, while the data in the email is available. I would like to reassure you that our engineers are working diligently to resolve this issue, and I can confirm that there has already been significant progress made. To be frank, this issue is related to the massive amount of information that we have been handling since JotForm made it's services available to the medical community, around the world, that is battling the pandemic. While this causes a delay in properly attaching information to the PDF and Submission tables, please rest assured that no information is lost.

You may re-send PDFs to your clients by editing the submission in question and submitting it again without changes. Please refer to this guide for more details about editing submissions: https://www.jotform.com/help/325-how-to-edit-submissions-made-on-your-forms

Thank you for your patience and understanding!

Thank you so much. I appreciate everything. I'll continue testing out the forms with the clients and will let you know if it does continue to happen.