Problems opening PDF attachments

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    nssform
    Asked on November 07, 2021 at 07:52 PM

    Hi,


    We receive the below error when we try to open PDF attachments from Jotform. It first started happening on Friday but seemed to resolve, but is doing it again today.


    It doesn't happen with every PDF attachment we receive from Jotform, but definitely the majority of them. Can you please provide a resolution to this ASAP as we use this platform for our patient registration forms so receive a large amount of them each day. We can log on to the website and download them from there, but obviously that's a much more time consuming process.


    Thanks,

    Allison

    Screenshot
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    Laura
    Answered on November 07, 2021 at 10:34 PM

    Hi Allison,

    We sincerely apologize for the inconvenience caused to you.

    I have cleared your form cache. May I ask you to confirm if the issue still persists?
    I would also suggest trying to create a new PDF file in the PDF Editor, or clone the current form, and see if that would help.

    If the issue would still persist, please let us know.

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    nssform
    Answered on November 08, 2021 at 05:05 PM

    Hi Laura,


    Unfortunately this issue is still happening. We received 7 emails from Jotform overnight with forms attached, and can only open 1 of them directly from the emailed attachment. The rest of them we've had to download from the website.


    The issue isn't opening the forms in Jotform itself, so cloning the current form isn't going to help. The issue is that when we try to open a PDF attachment to an email, we immediately get the error message I've previously sent - we don't have any options to do anything else with the document.

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    Laura
    Answered on November 08, 2021 at 06:24 PM

    Hi Allison,

    Thank you for getting back to us, and sorry to hear that the issue is still ongoing.

    Before we escalate this to our developers, can I ask you a few more details:

    Is this happening on all of the forms or just specific ones?
    If possible, please give us a link to the forms.

    Does the PDF attachments have a password? If they do, have you tried removing the password?

    I would also suggest trying these two things:

    1. Create a new Notification email, and see if the PDFs will create an error on the new emails.
    2. Hide the current File Upload field on your form, and create a new File Upload field on your form.

    These will also help us to find the root cause of the issue.
    If neither one of these would help, please let us know and we will escalate this to our developers.

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    craddock
    Answered on November 09, 2021 at 11:57 AM

    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

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    parker
    Answered on November 09, 2021 at 03:10 PM

    Hello,

    To avoid confusion I've moved your ticket to https://www.jotform.com/answers/3497338 where I will answer shortly.

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    nssform
    Answered on November 09, 2021 at 09:07 PM

    Thank you Craddock!

    Jotform Support - can this please be resolved at your end ASAP? It's clearly not unique to us and is something that needs to be fixed by Jotform.


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    Laura
    Answered on November 09, 2021 at 10:31 PM

    Hi,

    I have escalated this issue to our developers. We do not have an estimated timeframe for the solution, but as soon as we have any updates, we will inform you here on this thread.

    Meanwhile, may I confirm that does the issue occur on all of your forms, or just specific ones?

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    nssform
    Answered on November 09, 2021 at 10:55 PM

    Thanks Laura.

    We only have 2 forms with you but it occurs on both.

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    Laura
    Answered on November 10, 2021 at 12:39 AM

    Hi Allison,

    Thank you for confirming this.
    All information that we can have of the issue can be useful to our developers, so I've also passed this information to them.

    As soon as we have updates, we will inform you.