PDF attached to the email (Original PDF) is corrupted

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    Alice_Reinheimer
    Asked on October 23, 2021 at 03:27 PM

    Hi,

    I have had a couple instances where the PDF attached to the email (Original PDF) is corrupted and will not open. In the latest instance both the pdf in the email sent to the form submitter and the one in the email sent to me were corrupted. It doesn't happen every time and when I download the pdf from Jotform, it opens just fine.

    Why does this happen? Is there anything that can be done to make this more reliable?

    Thanks.

    Screenshot
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    Mike_G
    Answered on October 23, 2021 at 11:03 PM

    We would like to apologize for any inconvenience. To my understanding, the issue you are reporting on this ticket happens randomly, not on every submission.

    May I ask that you try creating a new email notification/autoresponder on your form and observe if the issue would still happen to the new email alerts you have set up, please?

    I have also cleared your account's form cache on my end. Please feel free to let us know if the issue persists.

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    Alice_Reinheimer
    Answered on October 30, 2021 at 02:48 PM

    Thanks. I didn’t recreate all the email auto responders but it has not happened again.

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    craddock
    Answered on November 09, 2021 at 11:56 AM

    As of today, we are having exactly the same issue, which was random....but quickly becoming not so random. Yesterday for this form (https://form.jotform.com/202993814456161), only 1 out of 6 submission emails successfully opened the PDF attachment. We can identify the corrupt PDFs by the name alone. If the PDF document is named with random numbers, that is a corrupt document. If the document has the assigned naming convention, then we know the PDF is fine.

    From reading other posts in the forum we have:

    • Cleared form cache
    • removed the password from the PDF
    • This is not the only form having the issue.

    We have seen this exact issue before and the developers had to fix something on the Jotform side. Here is the link to the forum where the issue was reported in March 10th and resolved by the developers on March 26th: https://www.jotform.com/answers/2957044-pdfs-attached-to-emails-are-damaged-and-will-not-open