Problem with our users downloading Print-version PDFs from Inbox

Hi Jotform support

Before I ask my question I'll clarify a couple of points to save time:

• We have an enterprise account with SSO enabled;
• All users in question have accounts created by our admin user within our enterprise environment;
• I have shared my form and assigned my form to all the users in question;
• I have shared the form's inbox with all relevant users using the "Share" Button on the inbox view;
• I have (attempted to) share PDF documents with the "Share" button in the PDF editor view.

We have an issue reported by a couple of our users (Form assignees with full access to the Inbox) where when they access the Inbox and click a record, they only see the "Print version" option when selecting "Download as PDF". When they subsequently click on "Print version", they receive a 404 Error.

I was hoping that even if they didn't have access to "Print Version", i.e. "grab me all the fields..." It would at least show them one of the PDFs I've attached to the form and subsequently download it if I shared it with them, but this doesn't appear to be the case.

I was hoping that by sharing the Documents even if "Print version" didn't work, they'd at least be able to generate a PDF using one of the shared templates as a workaround, but that didn't work either. In fact they still couldn't even see those fields in the context menu.

They keep getting the same 404 error page when they click "Print Version":

I've seen plenty of responses on the forums to variations of people trying to either download PDFs from links in emails or otherwise access form data, and most of the responses seem to basically amount to "Adjust these account security settings..."

... I'm definitely willing to try this once I have access to one of our testers later today, but considering we're using SSO on an Enterprise account and all of the users have accounts that I have granted access to the form, inbox and documents, I'm pretty sure this won't be the cause of our problem. As such I'm hoping you might have some alternative suggestions?

We have also had another user report that when they attempted to download an attachment from a form, they received the following message:

This user likewise had an account on our Enterprise instance and had been granted full access to the form, inbox etc.

Thanks in advance.

Hello benklingberg,

We have a dedicated team of customer success managers working with Enterprise customers. For any assistance with your Enterprise server or forms, please reach out to your dedicated support team via email.

I have also escalated this ticket to our Enterprise Team, they will be the ones who will contact you.

Thank you.

Hi Mary,

The primary reason we have come to the forum with this problem is that we are still waiting on a response to a different critical issue we lodged with our Enterprise support team last week, and the issue I have detailed in this thread has become quite urgent too due to certain business timelines.

I did indeed also send an email to our Support team noting this thread.

We thought this might be a more generic problem that your standard support team may have some insight into with a quicker turn-around.

Thank you.

Hello Ben,

Thanks for getting back to us. We are sorry for the delay. The standard support team can only provide support to users that have standard accounts. We do not have access to the Enterprise accounts. So only Enterprise Support will be able to assist you in this matter. We've already informed them about this ticket and your concern. They will contact you as soon as possible. We will really appreciate your patience and cooperation in this matter.