No se adjuntan los PDFs ni otros documentos al correo

Hola.

Hemos visto que en varios registros en el formulario, donde los usuarios adjuntan documentos, al enviar los correos se ha enviado sin el PDF correspondiente al registro que se genera con los datos del formulario diseñado desde el editor ni como los documentos adjuntos del formulario.

Hemos revisado y esas altas en capacidad no superan los 5 MB.

Estos serán los IDs de envió las altas que han dado problemas:

6036226618223837313

6036149573849638258

6036299527628818774

Hi Guenesinfo,

Our Spanish Support agents are busy helping other Jotform users right now, so I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in Spanish, let us know and we can have them do that. But, it might take a while until they're available again.

Now, coming back to your question. I checked the submission IDs you provided and saw that the attached files are more than 5MB, which causes the Email Notification to only show the files as links. Check out the screencast below for the result:

I also checked your File Upload element and saw that you sent the maximum file size of 15000KB(15MB). If you want to make sure that all uploaded files are sent as attachments to the email, you can set the file size limit to 5000KB (equivalent to 5MB). Let me show you how:

1. In your Form Builder, select your File Upload element and clear the Gear Icon.
2. In the File Upload Properties, go to the Options tab and replace the value of the Maximum Limit File Size to 5000KB (5MB).

In case the files that were sent in download links are below 5MB, please let us know so we can further investigate.

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

Hello. Regarding the file upload settings, we were the ones who set the 15000KB setting yesterday because several users were not allowed to attach files because they were larger than 5KB. On the other hand, we have detected this record 6037690851026254627 that has not sent any attachments and yet the PDF has not arrived in the email. So now there are two cases: one where there are attachments and neither the attachments nor the PDFs are sent and another where there are no attachments and the PDFs are not sent either.

Hi Guenesinfo,

I cloned your form and tested it to see if I could replicate the issue, but everything was working properly. Take a look at the screenshot below to see my results:

I have cleared your form cache in case there was some old cache data causing that issue. Can you go ahead and try it again and let us know how it goes? If the same thing happens again, we'll investigate it more to see if we can figure out what's going on.

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

Hello.

Yes, as you have seen, in many cases the emails arrive well, but in those cases like the ones we mentioned previously, they don't. Yesterday we deleted the cache at the same time that we wrote to you and yesterday after deleting the cache there was the last record that I commented to you where without attaching anything to the form the response email arrived without a PDF.

So there would be several cases:

The correct ones (Both with attachments and without).

Those that don't receive the PDF without attaching anything.

Those who attach don't receive attachments or PDFs

This problem started a couple of weeks ago.

Hi Guenesinfo, 

Sure, I can look into this for you. I’ll just need access to your account to do that. Don't worry, you can disable that again after we're done checking things out. Let me show you how to do it:

1. In the upper-right corner of your My Forms page, click on your Avatar/Profile Image icon.
2. In the small window that opens, click on Settings.

3. In the panel on the left, click on the Security tab.
4. Then, on the bottom-right side of the page, toggle 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.

Hello.

We cleared the cache and an error has occurred again in this record 6045566916413639625 where the PDF has not been sent with the email.

We understand the 5MB limitation and in this case it is exceeded but the PDF of the record should be sent no matter what.

How can we obtain the PDF regardless of whether the attachments exceed the limit? Is there any other option to receive large attachments so that they do not interfere with the PDFs?.

On the other hand, regarding access to your support, what implications would that have? Because the form is currently in operation.

Hi Guenesinfo, 

If you want to avoid the 5Mb attachment size limit, you can set up your own SMTP. Let me show you how:

1. Go to your Account Settings page.
2. Click on the Add Sender Email button.
3. Fill out all the details and click on Save Email..

You can check out this guide about How to Set up SMTP for a Form. Once done, you can add this sender to your form. Here's how to do it:

1. In Form Builder, click on Settings and select Emails.
2. Click on the Pencil icon next to the email.
3. In the Advanced tab scroll down to the Sender Email section and select your SMTP from the dropdown.

Once set up your SMTP you shouldn't experience the attachments issue anymore. The file size that can be attached to the emails is defined by your email provider when using the SMTP, I suggest checking this limit with them. Usually, the limit is larger than 5Mb.

As for your question about the implications of granting us access, there isn't any implication. Granting us access means that we can check your account and form settings and we can investigate the issue further. Note that we do not make any changes to your forms/account when checking it.

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