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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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    PDF Designer: Link to attached file disappears when PDF design is customized using PDF designer

    Asked by centreRED on March 03, 2016 at 12:54 AM

    uploaded document links disappear when customizing the pdf template

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    Answered by Boris on March 03, 2016 at 05:02 AM

    I do not see any forms in your account, but I believe this may be about form 60587876402868 from account named Hardyc.

    I have cloned that form and customized the PDF of its submissions, and the file links are correctly shown under the uploaded file. This is how the customized PDF looks on my end:

    It may be that the design got a little corrupted on your end, so I would recommend using the Reset button to reset the styles of your customized PDF, and then try customizing its appearance again:

    Please let us know how it goes.

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    Answered by centreRED on March 03, 2016 at 04:28 PM

    Hi Boris, thank you for your response, that is the form in question, I have performed the reset function a few times now to no effect, it does not appear to be resetting the form to defaults. I have also cleared the cache both in jotform and in my browser

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    Answered by centreRED on March 03, 2016 at 04:41 PM

    Update: I have also cloned the form and started again, as soon as i start moving fields in the pdf customization it no longer displays the uploaded document links

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    Answered by Boris on March 03, 2016 at 05:57 PM

    I have logged into the account that owns this form, downloaded the latest submission PDF, and this is how it appears on my end:

    The links of uploaded documents are there on the PDF file. Are you seeing something different? If so, could you please attach an image / screenshot of the issue, so that we may have a better understanding on how it manifests and what may be causing it?

    As our forum software doesn't accept inline images sent through email, please open this thread directly in your browser and attach the image by following these instructions.

    Your support thread is here:


    We will await your response, and we will be happy to help.

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    Answered by centreRED on March 03, 2016 at 06:05 PM

    If i reset the form it shows the download links however as soon as i move any fields or delete a field as you can see I have removed a few fields ie submission ID etc the links disappear, both in preview and when I download a copy.

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    JotForm Support

    Answered by Chriistian on March 03, 2016 at 09:27 PM

    I cloned your form and customized the pdf design. After saving the customization, I downloaded the submission as PDF. The first link seems to appear correctly, however, the second link to the image I uploaded was missing.

    I also checked the submission in the Hardyc account and I can confirm that the links are indeed missing in the downloaded PDF. I will have to escalate this issue to our backend team for further investigation. We will inform you on this thread as soon as there are any updates.