What is JotForm?
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.


  • Profile Image

    Attachments are not coming through on notifications or autoresponder emails

    Asked by redgatefinance on November 24, 2016 at 08:25 AM

    Hi there, i wonder if you can help please?

    I have my form set up so that the uploaded files are sent to me as attachments on the notification email.  These have stopped appearing as attachments, and some of them are not even showing as links on the pdf summary that comes attached.  

    It will occasionally show a link to 1 or 2 of the uploaded files but its very random, sometimes there is nothing attached at all, even though i have attached at least one doc

    I would also like to know if it is possible to send these files as attachments in the autoresponder email so that the sender has a record of exactly what they have sent.

    Thanks for your help 

    Page URL:
    https://eu.jotform.com/redgatefinance/expense-form

    Emails through not coming through
  • Profile Image
    JotForm Support

    Answered by Nik_C on November 24, 2016 at 08:54 AM

    I tested your form and I received uploads, so I wasn't able to replicate this issue: 

    Can you confirm for us, do you have problems with PDF submission attached as well or is it only uploaded file?

    We'll wait for your response.

    Thank you!

     

  • Profile Image

    Answered by redgatefinance on November 24, 2016 at 09:07 AM

    Hi Nik_C, thanks for your fast response.

    I just tested it again and they appear to be attaching now.  

    However, when I tested it i attached a .png, a .pdf and a .jpeg. The .jpg shows on the pdf submission but there is no other evidence that anything else was attached.

    It would be great if there was some indication on the pdf of which documents they uploaded to the form when they submitted it.

    Thanks as always

  • Profile Image
    JotForm Support

    Answered by owen on November 24, 2016 at 09:40 AM

    Hi,

    I am not able to replicate the issue on my end. Please see the screenshots:

    When I open the PDF submission I can see all 4 files that I attached:

    Can you please try again and let us know if the issue still persists on your end? 

    Do contact us again if you need any further assistance. 

  • Profile Image

    Answered by redgatefinance on November 25, 2016 at 09:06 AM

    Hi there, thanks a lot for your quick responses.

    I'm afraid every time I try to attach a pdf file it doesn't appear in the notification or autoresponder. Neither as attachments or links in the summary PDF.  Is there a reason this would happen with certain file types and not others?

    It is showing uploaded jpg's and png's, just not pdf's or .doc files.  These are the ones I have tested so far, i'm wondering if it is something to do with the allowed file type?

    Thanks a lot

     

  • Profile Image
    JotForm Support

    Answered by Nik_C on November 25, 2016 at 09:46 AM

    That shouldn't happen, whatever you allowed being uploaded should be included in Notifiers and Autoresponders if you set in that way. I did few more tests and I received uploads every time. PDFs included.

    Would you mind trying to create new notifier and autoresponder and test again, you can keep the old ones as well, but observe if the new one is working as you're expecting?

    If the issue still persists please let us know.

    Thank you!

  • Profile Image

    Answered by redgatefinance on November 29, 2016 at 05:23 AM

    Hi there, 

    I went back and created new notifications and autoresponders and the same thing is happening with the new ones so I don't think that the set up of the emails is the problem, it is still randomly sending the attachments on only some of the submissions.

    The other issue also still persists - that the attachments are not shown as links within the PDF summary, the jpeg's show up every time but no word docs or pdfs. 

    We have consulted our IT team to see if they can figure out why this might be happening so hopefully this may be something happening at our end.  If you can suggest any reason why this is happening for us and not for you, when you try to replicate the issue, then I would be grateful for any suggestions?

    I will get back to you if our IT team figures anything out,

    Thanks as always :O)

     

  • Profile Image

    Answered by redgatefinance on November 29, 2016 at 05:47 AM

    Hi again, just to add to this here is a screen shot of the submissions page where you can see what we attached as a test (stated in the name field) and what has actually come through as attachments - as you can see it is very random.

  • Profile Image
    JotForm Support

    Answered by owen on November 29, 2016 at 06:39 AM

    Hi,

    Thank you so much for your detailed feedback. I have checked your submissions as well. It looks pretty troubling. 

    I am still not able to replicate the issue on my side. However, we need to know what's going on with your form. So, I am now escalating a ticket about this thread. 

    Feel free to update us anytime you encounter that you'd think it'd be useful for us. You'll be notified as soon as we find out what's wrong with your form. In the meantime, could you please let us run a test submission on your form?

    Thank you

  • Profile Image

    Answered by redgatefinance on November 29, 2016 at 06:45 AM

    Hi Owen, thanks a lot for escalating this and I will of course update you if we have any new information.  

    And yes of course please feel free to run test submissions on the form

    Thanks so much

  • Profile Image
    JotForm Support

    Answered by Boris on November 29, 2016 at 07:42 AM

    Thank you for the confirmation, I have just made some test submissions on your form.

    I did notice an important thing - your File Upload field is not marked as required! This means that your users can simply click on the Submit button before they have uploaded a file, and their submission will go through.

    That is what I did in the first submissions, and why it doesn't have any files attached. So the first thing to ensure your users will upload files is to mark this field as required:

    If you experience any further issues with file uploads after that, please let us know. Thank you.

  • Profile Image
    JotForm Support

    Answered by Scott on November 29, 2016 at 10:00 AM

    Hey there,

    In addition to what my team member Boris said, can I recommend you to disable the "Multiple Files" option and duplicate singular upload fields to meet your needs? I'm asking you for this because recently we are having issues regarding multiple file uploads and right now we are working on them.

    We will inform you, once the work related to multiple file uploads finishes, through this thread.