Problem Accessing PDF Editor

Hello,

When any of the collaborator that ahve been accessing since yesterday try to access

https://www.jotform.com/pdf-editor/240313930521040

They are re-directed to: https://www.jotform.com/pdf-editor/new

And they can't access what there were able to access until yesterday 09/10/24.

They normally use to access:

https://www.jotform.com/pdf-editor/240313930521040?st=UWFwSWJET3FyVy9qU3VHMXVZTXJSMVI1dGM3RFVhU1RzVTlzYmRScGUwZlY4MDJWc0Q2bm9McGpsTEhhcWVjQWNMckpMVlBPajhPYTBWN1hDeVZLYU1Od1RHMFpHYjMrQm92TFhjcTBaRGdLVEs2T2pzblVtSWtmNkRhNjh0UTI=

or

https://www.jotform.com/pdf-editor/240313930521040

but they get directed to https://www.jotform.com/pdf-editor/new

I cleared cookies tried on Edge and Chrome browser and nothing works.

They have permission: and they have Collaborator access

Hi Joseph,

Thanks for reaching out to Jotform Support. Clearing form cache doesn't affect your forms. This can be useful when there is a missing field in preview that is in the form builder but not displaying it. Or for integrations that are not appearing or working. It can also be useful when there are CSS errors. Although caches aren't cleared automatically, it's easy to do it manually. Let me show you how:

• On your My Forms page, hover your mouse on your Profile Avatar icon.
• In the window that opens, click on Settings.

• In the Settings menu, scroll down to the bottom of the page and click on Clear Cache. That's it, you're done.

You can also check this guide for more information about clearing caches.

Let us know if you have any other questions.

This did not work I cleared cache on google chrome and edge and on jotform and still happens when I click:

https://www.jotform.com/pdf-editor/240313930521040?st=UWFwSWJET3FyVy9qU3VHMXVZTXJSMVI1dGM3RFVhU1RzVTlzYmRScGUwZlY4MDJWc0Q2bm9McGpsTEhhcWVjQWNMckpMVlBPajhPYTBWN1hDeVZLYU1Od1RHMFpHYjMrQm92TFhjcTBaRGdLVEs2T2pzblVtSWtmNkRhNjh0UTI=

or

https://www.jotform.com/pdf-editor/240313930521040

and instead of going to the pdf editor I get directed to https://www.jotform.com/pdf-editor/new

This specifically happens with the collaborators.

Hi Joseph,

I've checked the links you provided, and they appear to be working properly on our end. Please see the screencast below for details.

Here's another way to access the PDF Editor:

1. Go to My Forms and choose your form, then click Edit Form.
2. Click Form Builder on the upper left side, then select PDF Editor.

We’ve got a guide here that’ll show you how to do that.

Reach out again if you need any other help.

I mentioned above:

This specifically happens with the collaborators.

I tried again and when a collaborator clicks on:

https://www.jotform.com/pdf-editor/240313930521040?st=UWFwSWJET3FyVy9qU3VHMXVZTXJSMVI1dGM3RFVhU1RzVTlzYmRScGUwZlY4MDJWc0Q2bm9McGpsTEhhcWVjQWNMckpMVlBPajhPYTBWN1hDeVZLYU1Od1RHMFpHYjMrQm92TFhjcTBaRGdLVEs2T2pzblVtSWtmNkRhNjh0UTI=

or

https://www.jotform.com/pdf-editor/240313930521040

instead of going to the pdf editor they get directed to https://www.jotform.com/pdf-editor/new

Hi Joseph,

I checked your collaborators and I see that some of them have 2 documents assigned while the others have 1 document assigned to them. It looks like you deleted a document because I only see one document template on your PDF Editor. The cause of the issue could be related to the deleted document that is shared with a collaborator. Please check the document access settings of the affected collaborators and make sure that a document is selected. Here's how to do it:

1. Click on the Share button at the top of the page.
2. Click on the Avatars.
3. Click on the Three Dots icon next to a collaborator.
4. Select Manage Documents.
5. Select the document to share.

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

I did this and it still doesn't work. Instead of going to the pdf editor they get directed to https://www.jotform.com/pdf-editor/new

They tried accessing i even cleaned everything and re invited everyone and the ones that tried same thing it doesn't work.

Hi Joseph,

 Rest assured, we’ll find a solution for this. Can you share with us a screen recording of what’s happening so we can try to replicate it on our end? You can share the video recording on any public sharing platform like Google Drive or Dropbox, or you can simply use Loom to record the video and share the video link with us.

Once we hear back from you, we'll be able to move forward with a solution.

I will send this today