PDF Attachment: Unable to receive attached PDF for submissions

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    Rentokil_Initial_FR
    Asked on June 25, 2021 at 04:59 AM

    Hello,

    I am contacting you because our last assistance request was closed without reason.

    We noticed that the notifications sent by email no longer attached the PDF in the email.

    Instead, we have a link at the bottom of the page that redirects us to the PDF file.

    We really want our PDF file to be attached to the email, knowing that the problem is not the size of the file (approx 100kb).

    Can you please help us with this problem urgently, I don't understand why my ticket has been closed.

    We have been waiting 2 weeks for a response from a developer!

    Url form : https://form.jotform.com/210248667014452

    Screenshot
  • Profile Image
    Anita_K
    Answered on June 25, 2021 at 08:19 AM

    Hi,

    we apologize for the inconvenience. I have checked but couldn't find any other forum thread of this issue associated with your account, so I'm not sure which request has been closed. If you have received a link please send us so that we can check that.

    In the meantime, I have cloned and tested your form and was able to replicate the issue, so I will forward this to our developers and we will get back to you as soon as possible.

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    Rentokil_Initial_FR
    Answered on June 25, 2021 at 09:34 AM

    It has been created months ago...

    1624626169_60d5d3fa005bb_

    When I click on the link placed at the bottom it redirects me on the following url: https://www.jotform.com/answers/2976571-Unable-to-receive-attached-files-for-few-submissions

    But obviously, it says that the page doesn't exist anymore...
    I can see a "ticket number" on the link, maybe you can find the history with your internal tool.

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    Cecile_A
    Answered on June 25, 2021 at 10:59 AM

    Hello there,

    I was able to trace the ticket. However, the one who posted the ticket has a different username (s**l**er_). Did you recently change username?

    Anyway, I have sent the assigned backend team a message to ask for an update. Once we receive an update, we'll notify you immediately.

    Do note that my colleague has escalated the issue as well.

    Should you have further inquiries, kindly let us know.

    Thank you.

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    Rentokil_Initial_FR
    Answered on June 27, 2021 at 04:10 PM

    Hello Cecile,

    Yes I did, it was "skyliner_".

    I have cloned my form, created a new PDF template from scratch and the issue still occurs.

    I can see that more and more users are complaining for the same issue, do you have any news on this ?

  • Profile Image
    Amin_N
    Answered on June 28, 2021 at 01:17 AM

    Unfortunately, we still haven't heard back from our developers yet.

    Please note that we cannot give any time frame for tickets sent to our back-end team since tickets are queued accordingly based on different factors.

    Nonetheless, I have made a follow-up to the assigned team. Rest assured that you will be notified here once we get an update.

    Your patience and understanding are most appreciated.

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    Rentokil_Initial_FR
    Answered on July 05, 2021 at 05:17 AM

    Hello,


    Do you have any news ?

    I could take a look on https://www.jotform.com/answers/3195975-pdfs-are-not-attaching-to-submissions (similar issue), and your colleague said the problem was solved.

    I have tested on my forms and the problem still exists.

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    Patrick_R
    Answered on July 05, 2021 at 07:56 AM

    Hi there! Your ticket is still open. Devs will check and get back to you soon with an update.

    Thank you!

  • Profile Image
    Rentokil_Initial_FR
    Answered on July 28, 2021 at 11:07 AM

    Do you have any news ?

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    Igor_B
    Answered on July 28, 2021 at 04:48 PM

    Hi,
    Unfortunately, we are unable to give you an exact ETA on this.
    We are still waiting for our developers to follow up on this issue.

    Sincere apologies for keeping you waiting.

    Regards,