Sometimes Jotform attaches a PDF to an email, sometimes it doesn't. Why?

  • Profile Image
    jaguarmarketing
    Asked on October 25, 2021 at 10:56 AM

    Customer: Texas A&M University - San Antonio

    Form: IAM - Request Access to an Enterprise Application, https://form.jotform.com/210473225708149


    Problems:

    1. For the same email from the same form, Jotform sometimes appends a PDF to the email, and other times it doesn't and instead includes a link to download the PDF. I cannot determine why Jotform is doing that.
    2. In the space of a minute, Jotform switched from numbering submissions to naming submissions. Not really a "problem" but puzzling.


    Details:

    Form is configured to send email to jira@tamusa.edu upon submission and to attach PDF form ITS: Request Access to an Enterprise Application to that email.

    Recent submission history:

    10/22/2021 10:51 AM: Submission "kcedillo". PDF correctly attached.

    10/22/2021 11:39 AM: Submission "yarias". PDF correctly attached.

    10/22/2021 12:24 PM: Submission "ecandia". PDF correctly attached.

    10/22/2021 03:14 PM: Submission "atrybula". No PDF attached, and the following message inserted in the description:

    Attachments: Please download the PDF attachment(s) of this email by visiting the following link(s).

    https://www.jotform.com/pdf-view/3e69dcc7b9

    10/22/2021 03:38 PM: Submission 303: PDF correctly attached.

    10/22/2021 03:39 PM: Submission 304: No PDF attached, and the following message inserted in the description:

    Attachments: Please download the PDF attachment(s) of this email by visiting the following link(s).

    https://www.jotform.com/pdf-view/e1b5c2d2ff



  • Profile Image
    Jessica_H
    Answered on October 25, 2021 at 11:44 AM

    Hello,

    There is a limit for email attachments, which is 5 MB. This was done to improve the reliability of the email service. If the total size of the attachment is more than 5 MB then the submission’s emails will be sent without attachments. However, you can still download the file using the link included within your email notification.

    Let us know if you have other questions.

  • Profile Image
    jaguarmarketing
    Answered on November 01, 2021 at 09:43 AM

    Thanks, but I don't think that's the correct answer. This is not a form where people attach documents. The only attachment generated is the PDF of the completed form, which is around 5KB, not 5MB. If I go to the form's inbox, I see no additional attachments.

    I will wait and see if it happens again and then I'll contact Jotform support again. For now you can close the ticket.

    Thanks