PDF documents not attached to the Notification Emails.

  • Profile Image
    nimesh_pareek
    Asked on May 26, 2022 at 02:00 PM

    Hi Team,

    We have a pdf created for capturing the form submission which should be sent as an attachment in email. We are getting the email but not getting pdf as attachment i tried adding it as link and it seems to work but we need it as an attachment.

  • Profile Image
    Harvey
    Answered on May 26, 2022 at 04:06 PM

    Hi Nimesh,

    Thank you for contacting us!

    I've checked your account but couldn't find any forms created. To better assist you, kindly provide us with the URL of the form for us to check why the PDF is not being sent as an attachment to your email notification or autoresponder.

    Looking forward to your reply.

  • Profile Image
    Sam
    Answered on May 27, 2022 at 02:39 AM

    Hello Nimesh,

    I have checked your form and see that you enabled PDF Attachment.

    Also, some conditions are showing missing fields.

    1653633394_62907172a8f62_Please note that the attachment size of the email alerts is 5 MB. If this limit is exceeded the files and PDF will not be attached

    I created a new Email Notification and enable only PDF Attachment to check if I have received the PDF Document.

    1653633514_629071eab3ea5_

    Kindly try to recreate the Email notification.

    Let us know if the issue persists.

  • Profile Image
    nimesh_pareek
    Answered on May 27, 2022 at 03:00 AM

    Hi

    I see that have updated few settings but the value which i am passing for which i am getting the mail as well as PDF link in mail. But not getting the attachment. Can you check the last submission on this form which was done by me.

  • Profile Image
    CJ
    Answered on May 27, 2022 at 03:22 AM

    Hello nimesh_pareek,

    I've checked your form and it looks like there are some missing fields for the conditional logic to send a specific Notification email to a certain email address. I made a clone of the form and tried triggering the Allergy & Immunology Notification email to be sent and I was able to receive the email with the PDF attachment.

    1653636091_62907bfb35b39_

    I went ahead and cleared the form cache as a precaution. Could you please try clearing the browser's cache and cookies or try using a different browser when accessing your email?

    Give it a try and let us know if you need any help.

  • Profile Image
    nimesh_pareek
    Answered on May 27, 2022 at 03:28 AM

    Hi,

    I have a query here should all the fields be filled to send out the pdf as attachment as in our case few fields might not have input based on user input. As it is not mandatory for user to fill all the details. And i tried again but the attachment did not come through.

  • Profile Image
    Saeed
    Answered on May 27, 2022 at 03:43 AM

    Hello Nimesh,

    In regard to your question "should all the fields be filled to send out the pdf as an attachment as in our case few fields might not have input based on user input." The answer is No, it is not necessary to fill all the pdf fields to attach it with the notification.

    Upon further checking, your account is HIPAA compliant. Could you try setting the PDF attachment off and then turn it back on, and make sure to set a password for the file?

    1653637259_6290808bb0f32_

    As per our guide on PDF Attachment for HIPAA Compliant Accounts

    "If your submission data contains protected health information (PHI), this method may result in a HIPAA violation as most email services do not provide built-in encryption. To avoid this type of data breach, Jotform asks you to protect submission PDFs with a password if you want to receive them as an attachment with your Email Notifications."

    Give it a try and let us know if you need any other help.

  • Profile Image
    nimesh_pareek
    Answered on June 07, 2022 at 03:18 AM

    Hi

    I have tried all the suggestions mentioned above but for some reason i am not getting my submission as pdf attachment i am able to embed it as a link and receive the email but not getting it as an attachment.

    Can you please look into it and suggest what exactly the issue is.

  • Profile Image
    Israel
    Answered on June 07, 2022 at 03:40 AM

    Hello Nimesh,

    Thank you for reaching out to Jotform Support. We apologize for the inconvenience that this has caused you. Can you delete your existing email Notification and create a new one? Let us know if you can receive the PDF attachments. I've also gone ahead and cleared your form caches on our end.

    We will wait for your response.

  • Profile Image
    nimesh_pareek
    Answered on June 07, 2022 at 03:56 AM

    Hi

    I deleted the existing notification and created a new one but still not able to get the attachment.


    Regards

    Nimesh

  • Profile Image
    Rica
    Answered on June 07, 2022 at 04:15 AM

    Hello Nimesh,

    I’m really sorry that you're having difficulty with this. Just to confirm, are you receiving the email with the PDF link and not the PDF Attachment? If you are only receiving the PDF link at the lower part of the email, it might be that the file size is too big. As advised by my colleague, the limit file size for PDF attachments is only 5MB. I suggest setting up an SMTP to see if it makes any difference. Here's the guide on How to Set up SMTP for a Form.

    Give it a try and let us know how it goes.

  • Profile Image
    nimesh_pareek
    Answered on June 07, 2022 at 04:19 AM

    Hi

    Firstly i am able to receive the link and secondly the downloaded file from the link is of 58KB so i don't think size could be an issue also we are not looking to use our mail server as of now. We want to use the setting s from jotform.

    Can you please check why there is this issue with attachment.

    Regards

    Nimesh

  • Profile Image
    Norwyn
    Answered on June 07, 2022 at 04:42 AM

    Hello Nimesh,

    Thanks for getting back to us. To verify, is this issue happening to all email notifications? If yes, please try deleting the current PDF document and creating a new one so we could isolate if this is a PDF document-related issue or not. Here's how;

    1. Click on the three-dot icon on the tab of the PDF document to show the options.
    2. Select Delete from the options. Once that is done, the PDF Editor will give you an option to create a new one.

    1654590880_629f0da04871d_

    Give it a try and reach out to us again if you need more help.

  • Profile Image
    nimesh_pareek
    Answered on June 07, 2022 at 05:00 AM

    I created a new document but see the same issue with that also not getting the attachment in mail.

  • Profile Image
    Christian
    Answered on June 07, 2022 at 05:57 AM

    Hello Nimesh_Pareek,

    Thanks for reaching back to us. I reviewed your form and found that out of 56 conditionally sent Notification Emails, only one has a check on the PDF attachment, which is the OB/GYN 550 5TH AVE, BROOKLYN. Below are two of the Notification Emails that do not have a selected PDF document to be sent along with the email:

    1654595416_629f1f58cdd61_

    1654595416_629f1f58da919_

    Let me walk you through setting it up, the following steps will have to be done on all of the affected Notification Emails:

    1. Go to the Settings tab of the Form Builder.
    2. Select Emails from the left panel.
    3. Click on the Pencil icon of the Notification Emails.
    4. Navigate to the Advanced tab.
    5. Under the toggled on PDF Attachment, put a check on the PDF document you wish to be attached to the email. (As seen in the screenshots above.)
    6. Click on the Save button.

    1654595817_629f20e91d11c_Notification Em

    Give it a try, and let us know how it goes.

  • Profile Image
    nimesh_pareek
    Answered on June 07, 2022 at 06:01 AM

    Hi CHristian,

    I am currently checking for this only OB/GYN 550 5TH AVE, BROOKLYN to see whether i am getting the attachment. But for all the submissions in this i do not see attachment even though everything is in place.

  • Profile Image
    Myla
    Answered on June 07, 2022 at 06:37 AM

    Hello Nimesh,

    Thank you for reaching back to us. I can see that this is very stressful. Rest assured, I’m here to help. I have cloned and tested the form and tried to see if I will replicate the issue, however this work fine on my end. Can you please make a short clip of you trying to make a sample submission and this doesn't show the PDF so we can escalate if needed accordingly? You can use loom.com or save it on Google Drive and allow us access. Attached below is my attempt on a cloned form:


    1654597705_629f2849c8eb9_1.gif

    As soon as we hear back from you, we can move forward with a solution.

  • Profile Image
    nimesh_pareek
    Answered on June 07, 2022 at 08:34 AM

    Hi I see there is difference in the form you are showing in video and the form which i have configured. PLease find the below link and attached form for your reference.

    https://hipaa.jotform.com/2202647635751571654605285_629f45e58d90f_JotForm1.png

  • Profile Image
    Niko
    Answered on June 07, 2022 at 09:05 AM

    Hello Nimesh,

    Thanks for the screenshots and additional details. I cloned your form on HIPAA compliant account and tested it to see if I could replicate the issue, but everything was working correctly. Check out the screencast below to see my results:

    1654606388_629f4a342bb11_chrome_qb5f12tq

    Due to HIPAA restrictions, we are not able to access your account to check further. However, since the email notifications are received but attachments are missing, the issue should be related to the notification attachment settings. Could you please go ahead, edit existing email notifications, disable PDF attachment from the Advanced tab, enable it again, set the required PDF attachment, and save:

    1654606767_629f4bafb2812_

    You will need to repeat this for all the existing email notifications. After that, please make a test submission and check. If the issue persists, please try to temporarily add any popular email service provided email (like Gmail or Yahoo) as a second recipient for your email condition, for instance for Gastric Surgery, and make a test submission with Gastric Surgery value and check if that second recipient will receive the attachment:

    1654607063_629f4cd7bd964_

    Here's the related guide. Give it a try and let us know how it goes, so we can escalate it to the back-end team to investigate it further.

  • Profile Image
    nimesh_pareek
    Answered on June 15, 2022 at 09:03 AM

    Hi,

    Have checked the configuration and all the required settings are in place.

    Please find the attachment still not getting the pdf as attachment. Can you check what could be missing.1655298221_62a9d8ad2cfd0_jotformmail.png1655298221_62a9d8ad2e936_jotformsetting.

  • Profile Image
    Jeric
    Answered on June 15, 2022 at 09:31 AM

    Hello nimesh_pareek,

    Thanks for getting back to us. Allow me some time to check this out further and soon as I have an update, I'll let you know.


  • Profile Image
    Jeric
    Answered on June 15, 2022 at 10:01 AM

    Hello nimesh_pareek,

    Thanks for your patience. Since we've almost tried all the troubleshooting steps, I've escalated your concern to our backend team. While there's no ETA, rest assured that you'll be notified if this has been fixed.

    In the meantime, please take advantage of the download link for PDF.