Email Alerts > PDF Attachment: Unique ID widget data is blank

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    grantandstone
    Asked on July 28, 2021 at 03:43 AM

    Hi,

    Something very weird going on and I've not changed anything.

    Been running a PO system for a client for a few years. Not made any changes in recent few weeks but they have reported that the PO number is no longer showing on the PDF attachment on the emailed submissions. The field is there, just not the value.

    When I go into the submissions screen and download a PDF, it's fine. But the value isn't showing when the form is completed and emailed out.

    See below. The first is the PDF when downloaded from the submissions screen, the PO value field is showing. The second image is from the PDF received on the email, and the PO field value isn't showing.

    Can you investigate and advise as I can't work out why or whats changed?

    The form is https://eu.jotform.com/build/51513585231349

    1627458058_61010a0aad0ee_PO Issue Workin1627458058_61010a0a581d5_PO Issue Not Wo

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    Nik_M
    Answered on July 28, 2021 at 09:05 AM

    Apologize for the inconvenience this may have caused.

    I was able to replicate the issue on a cloned form. I will report it to our developers. We will inform you here if there is any update.

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    grantandstone
    Answered on August 02, 2021 at 02:50 AM

    Morning @Nik_M

    Just wondered if there is any way of understanding the timescales that would be involved in the developers solving this problem as I have my client chasing?

    Many thanks,

    Mark.



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    Nik_M
    Answered on August 02, 2021 at 03:52 AM

    Hi Mark,

    Unfortunately, this issue is still not resolved. I will check with our developers if there is any update. If there is, we will inform you here.

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    grantandstone
    Answered on August 06, 2021 at 02:36 AM

    Good morning @Nik_M

    Sorry to ask again but is there any progress with resolving this problem? The field is the most fundamental one on the PO form, being the PO number so my client is having heaps of aggro with the PDF's all coming through and the number not showing. It's the main reference to determine the form.

    Can you seek an update from the developers on when they expect to look at it?

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    Nik_M
    Answered on August 06, 2021 at 03:38 AM

    Unfortunately, we still do not have any updates. I will check with our developer again if they have any updates.

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    grantandstone
    Answered on August 20, 2021 at 04:10 AM

    Hi @Nik_M

    Any progress on this problem with your developers?

    Thanks,

    Mark.

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    Nik_M
    Answered on August 20, 2021 at 05:16 AM

    Unfortunately, no. I will ask our developers again if there is any update. If there is, we will inform you here right away.

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    grantandstone
    Answered on September 03, 2021 at 05:43 AM

    Please can I have an update on this problem, and an indication of when it will be looked at?

    If this can't be fixed soon, my client is asking me to set up their system with another form competitor and to cancel my subscription as we shouldn't be left hanging like this on such an issue that the form reference doesn't display when notified out.

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    Nik_M
    Answered on September 03, 2021 at 06:50 AM

    Sorry for the inconvenience this may have caused.

    I'll check with our developers again if there is any update.

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    grantandstone
    Answered on September 09, 2021 at 04:37 AM

    @Nik_M Did you find out anything when you checked with your developers?

    Even an indication of when the problem will be looked at? The application was working perfectly fine beforehand so something has changed or been implemented to cause this so it should have some higher priority to be addressed. It is impacting my client who had everything working fine and it's now been 6 weeks since it's stopped working.

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    Michal
    Answered on September 09, 2021 at 07:43 AM

    Hello!

    We apologize for the very long waiting time - I've checked the ticket sent to the developers and it has been assigned a Very Important priority.

    The developer team has already been nudged several times to provide an update, but we haven't received one yet - I'm very sorry.

    Thank you for your patience.

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    grantandstone
    Answered on September 27, 2021 at 10:43 AM

    Hi,

    It's been another two weeks since my last chaser, and now 2 months since I first reported my issue.

    Please can you check in with the developers and see if they are any closer to resolving?

    My clients subscription to Jotform is up for renewal on Oct 26th so I need a resolution if my client isn't to request I don't renew the service and I set up with someone else. It's not a threat, just reality and probably some frustration that this problem was introduced 2 months ago and has no indication of when it will be looked at, let alone fixed.

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    Michal
    Answered on September 27, 2021 at 01:01 PM

    Hello!

    Unfortunately, the only way we can reach out to our developers on that matter is by nudging them to provide an update, which we've done repeatedly.

    I've done it again right now.

    I understand your reluctance to renew the subscription in light of the delays in getting this issue resolved - unfortunately, we cannot fix them without access to the backend, which only the developers have.

    Thank you for your understanding.

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    grantandstone
    Answered on October 04, 2021 at 11:05 AM

    Another week has passed, I'm probably sounding like a scratched record but my client is asking daily, is this problem going to be fixed as it's causing them much trouble in their working day. please can you seek an update from the developers?

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    Amin
    Answered on October 04, 2021 at 11:59 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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    grantandstone
    Answered on October 20, 2021 at 06:04 AM

    Another 3 weeks have passed, and almost 3 months in total.

    Can you find out if this is any closer to being looked at? It's clearly a problem that has been introduced by changes Jotform have made as it was working for considerable time beforehand so it hasn't been tested fully.


    I've also noticed that when I go into the PDF builder, there are now zillions of NEW DOCUMENT tabs and forms that I have not created, nor will have anyone else. They have just appeared. What is going on with Jotform? So unstable! I've deleted 10 or more of these tabs but they just keep going.
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    Billy
    Answered on October 20, 2021 at 06:21 AM

    Hello,

    Rest assured that our relevant team is still looking into the issue. We guarantee you that we will reach out to you as soon as the issue has been fixed. I've made a follow-up with them already.

    Once again, your unending patience and understanding are truly appreciated.

    As for your other issue, I will be answering it in a separate thread. Please find my response here.

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    grantandstone
    Answered on November 05, 2021 at 10:43 AM

    Any update please? 14 weeks since the issues was first reported!

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    Basil
    Answered on November 05, 2021 at 12:07 PM

    Hi,

    We haven't received a reply, but I tested your form and I think I found a solution, please try changing the number of digits of the field to 4 and test your form after that.

    1636128430_618556aef1d8c_

    Looking forward to your reply.

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    grantandstone
    Answered on November 08, 2021 at 03:26 AM

    Hey @Basil_A,

    Thank you so much for your suggestion and I'm pleased to say it had resolved the problem!! So wish someone had known to suggest that so many weeks ago.

    I don't understand why its fixed it though as that field (I thought) is to preceed a number with some leading zeros so in theory, I'd have assumed by setting it to 4, then my 5 digit number would then be 000012345.

    But its made it work. I'm guessing there is a still a bug to fix so if that's the case, please leave this issue open so the developers do look at it at some point.

    Thanks again.

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    Nik_M
    Answered on November 08, 2021 at 04:44 AM

    I'm glad to hear that the solution my colleague provided worked.

    The Number of Digits in the Unique ID widget is the number of digits the Unique ID code should have. In your case, it was 0 and that seems to cause the issue because it is less than the current index.

    If the current index is 12345 and you want to add 4 leading zeros the Number of Digits should be 9.

    I will update the ticket to inform our developers why the issue occurred, and we will leave the ticket open.

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    Nik_M
    Answered on January 05, 2022 at 02:32 AM

    Our developers informed us that the issue is resolved. The Unique ID will now show in attached PDFs when the Number of Digits in the Unique ID widget is set to 0.