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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Fillable PDF Form: Sub account users cannot open the converted fillable PDF of shared forms

    Asked by Presby on August 10, 2015 at 11:41 AM

    We're having an issue saving and opening forms for users with specific form access. Both "View submissions" and "Edit form" were selected however, when we try to open or save the form we get the following error:

     

    Acrobat could not open file because it is either not a supported file type or because the file has been damaged, etc.

     

    See attached screen shot.

     

    Is JotForm having an issue with this or is there an option to fine tune a users options and accessibility?

    Screenshot
    fillable pdf
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    JotForm Support

    Answered by Welvin on August 10, 2015 at 01:26 PM

    No, the fillable PDF is working fine and in fact, I was able to open the form to my end without any issues:

    Please try it again, but before that, please do the following:

    a. Logout from your account.

    b. Clear your browsers cache and cookies for Jotform

    c. Login again

    d. Clear your forms cache: https://www.jotform.com/help/229-How-to-Clear-your-Form-Cache.

    e. Load the form in the form builder and re-save it without doing any changes.

    f. Close the form builder again

    g. Clear your forms cache again and:

    h. Create the fillable PDF again.

     

    I hope that works. If not, please let us know so we can investigate further.

    Lastly, you have added yourself as a sub-account. You are the main account so you don't need to add yourself like that. Please remove that.

    Thanks

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    Answered by jbell on August 11, 2015 at 10:53 AM

    Thank you for your response. Presby was trouble-shooting for me and after following the steps above, I am still not able to pull up a .pdf. Do you have another suggestion?

    Thank you.

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    JotForm Support

    Answered by Charlie on August 11, 2015 at 01:29 PM

    Hi,

    I was able to replicate the problem, it seems like the conversion to fillable PDF form is not working properly on sub account users with shared forms.

    Here's a test sub account I have and a test form:

     

    I will need to escalate this to our developers to have it check. We will update you on this thread when this has been resolved.

    Apologies for the inconvenience.

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    Answered by jbell on September 08, 2015 at 12:52 PM

    Hi There,

    Patiently waiting and wondering if there is a solution/fix. Thanks.

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    JotForm Support

    Answered by Charlie on September 08, 2015 at 01:55 PM

    Apologies for the inconvenience. 

    Upon checking the status of the report, it is still open and has not been resolved yet. But one of our developers is already working on it and has marked this as "Very Important" in the priority list.

    We will update you as soon as the problem has been resolved.

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    Answered by jbell on September 15, 2015 at 02:51 PM

    Good afternoon,

    It has been 5 weeks since the initial request for support was made. Is it possible to have have a report on when this will be resolved? Our process has been interrupted for this time and our annual deadline for our major application is imminent. This fix and information is essential.

    Thanks.

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    JotForm Support

    Answered by Welvin on September 15, 2015 at 04:29 PM

    Our apologies, but the support team cannot give you an exact timeframe on how long it would take for our developers to fix this issue. If there are updates, you should know it in this thread.

    I think we'll try to get the PDF for you and see if you can open it. Can you let us know the important forms that will be used? I tried it here and can open it so maybe this method works. Let's try it.

    For example, this form: http://www.jotform.ca/form/50345400408242. Here's the PDF: https://shots.jotform.com/welvin/pdf/Creative_Ministry_with_Children_and_Youth_Fund.pdf 

    Thanks

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    JotForm Support

    Answered by paulsimpson on October 07, 2015 at 09:21 PM

    Hi,

    The problem with creating PDF forms from sub user account has now been fixed. Thank you for your patience on this matter.

     

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    Answered by jbell on October 08, 2015 at 01:34 PM

    Thank you.

    The location of uploads is not visible. Can this be fixed as well?
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    JotForm Support

    Answered by Charlie on October 08, 2015 at 02:38 PM

    @jbell

    Thank you for updating us.

    Regarding the follow up concern you have, I went ahead and opened a separate thread for it so that we can discuss it better. Please refer to this link instead: http://www.jotform.com/answers/678955. We will address it accordingly.

    Thank you.