The PDF file attached to the Notification email is corrupted

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    craddock
    Asked on November 09, 2021 at 12:41 PM

    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

  • Profile Image
    Marco
    Answered on November 09, 2021 at 01:09 PM

    Hello there,

    Thanks for reaching out to us.


    You mentioned that the issue is occurring on several forms. Could you kindly send us the ID of all the submissions affected by the glitch, to allow us to investigate further?

    In the meanwhile, as a workaround, have you tried to add the PDF download link to the Notification email, as shown in the following screencast?

    1636481364_618ab9543b80c_pdf.gif


    Thanks for your cooperation,

    Regards

  • Profile Image
    craddock
    Answered on November 12, 2021 at 09:30 AM

    I'm able to provide you all the submission IDs of all the corrupted PDFs. We have 166 forms and we do not receive those notification emails. I would have to contact multiple departments and then have them comb through all of their submissions and provide that information. It would take weeks to provide the IDs for all submissions.


    For now, I have the two submission IDs below for the form: https://form.jotform.com/202993814456161

    Submission ID: 5122100250526071915

    Submission ID: 5122273258849792621

    I can add myself to other notification emails for other forms.


  • Profile Image
    Christian
    Answered on November 12, 2021 at 09:47 AM

    Hi there,

    Thank you for the helpful additional information.

    I cloned and tested your form and was not able to replicate the issue. I also noticed that PDF is still password protected.

    Also, have you tried adding the PDF link to the email notification, as my colleague suggested?

    1636481364_618ab9543b80c_pdf.gif

    Since you mentioned that the issue is random, I'm still raising this to our backend team for further investigation. For the mean time, I recommend that you try the above troubleshooting step and try disabling PDF password again, then do a test submission to see if the issue still persists.

    Our team will respond through this thread as soon as an update is available.