PDF Editor freezes on load

I have 3 PDFs built for one of my forms and one of them freezes the wrong thing when I try to go to it. I have tried reloading the page and clearing my browser history. Help!

Hi Toya-Lyn,

Thanks for reaching out to Jotform Support. I'm an AI assistant. I'll do my best to help you until someone from the support team is available.

It sounds like one of your form PDFs is freezing when you try to access it, even after reloading and clearing your browser history. Let me show you how to troubleshoot this issue:

1. Try using a different browser to see if the issue persists.
2. Check if the PDF has any complex widgets or large images that might cause loading delays.
3. Rebuild or recreate the problematic PDF to see if that resolves the freezing.

If the problem continues, please provide more details about the PDF or the form so we can assist further.

Give it a try and let us know how it goes.

I tried a different browser with no luck.

Hi Toya-Lyn,

Since trying a different browser didn't help, please check if the problematic PDF contains any complex widgets or large images that might cause freezing. You can also try rebuilding or recreating that specific PDF to see if it resolves the issue.

If the issue persists, please share more details about the PDF or form setup.

Hi Toya-Lyn,

I cloned your form and was able to replicate the issue you described. It appears that the Stage Plan PDF cannot be opened properly. I also noticed that the PDFs in your PDF Editor are duplicated. Could you please remove the unnecessary PDF and check if this resolves the loading issues?

Give it a try and let us know how it goes.

I don’t see they duplicated. There are 3 pdfs for this form and they are all different. The Stage plan one is the only one that won’t load.

Hi Toya-Lyn,

When I tested your form, the same thing happened, so I created a ticket about it and escalated this to our Developers. We’ll get back to you as soon as we have an update.

We appreciate your patience while we work on a solution.

I haven't heard back and my pdf is still not loading. can you give me an update?

Hi Toya-Lyn,

I'm afraid we do not have any updates yet. Our team is still working on the issue and as soon as we have an update, we will let you know.

Thanks for your patience and understanding, we appreciate it.

i have rebuilt the Stage Plan pdf in the editor. the new one is "STAGE PLAN" can you just remove the original one (Stage Plan) since it will not load. Thank you.

Hi Toya-Lyn,

To do that, we’ll need your permission to access your account. Don’t worry, you can turn it off again once we’re done. Let me show you how to do it:

1. In the top-right corner of your My Workspace page, click on your Avatar/Profile Image icon.
2. In the Dropdown menu that opens, click on Settings.

3. Next, in the panel on the left, click on the Security tab.
4. If you haven’t opened your Security page in a while, it’ll ask you to verify. To do that, click on Send Verification Code.

5. Then, enter the Verification Code you receive in your email.

6. Finally, at the bottom of the page, toggle the Jotform Support Access to the On position.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.