HIPAA: PDF link in the email is not working

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    Karina 
    Asked on November 18, 2021 at 12:01 PM

    Client goes to click on form and gets error message. please advise.

    Karina

    Screenshot
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    Gaetan
    Answered on November 18, 2021 at 12:15 PM

    Hello Karina,

    Thank you for reaching out.


    Do you have a link to the form? We will try to clear the cache on the server side.


    Best regards

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    Karina 
    Answered on November 18, 2021 at 02:06 PM
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    John
    Answered on November 18, 2021 at 02:14 PM

    Hi Karina - Was the client logged on to the account when they try to access the PDF link? If he is, can you walk us through with it? From where did the client obtained the PDF link? Is he submitting a form and trying to download a copy of the submission in PDF format?

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    Karina 
    Answered on November 18, 2021 at 02:18 PM

    So they get an email from jotform when a new form is submitted, and when they click on the link at the bottom (see link in picture) it gives them an error message.
    Normally, they are asked for a password and able to download the form.

    1637263124_6196a714103e9_image.png1637263123_6196a7134fb81_error message.p

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    John
    Answered on November 18, 2021 at 03:02 PM

    So it means that the PDF isn't being attached in the email and instead provides a link, right?

    I was able to replicate the issue by the way:

    1637265677_6196b10d79f58_

    I am sending this over to our backend team for further checking. We will notify you here as soon as we receive an update.

    Apologies for this inconvenience.

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    karina 
    Answered on November 18, 2021 at 08:07 PM

    Thank you!

    Karina