Workflow not working as expected

Hallo,

in allen Formularen funktioniert mein Workflow nicht mehr korrekt.

Wenn die Anfragen genehmigt werden, wird das dafür hinterlegt PDF-Dokument nicht mehr an den Formularnutzer geschickt. Die E-Mail wird ohne Anhänge verschickt.

Hi rabroecker, 

Thanks for reaching out to Jotform Support. Our German 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 German, 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 your form and I can see that while the PDF submission option is enabled, no PDF is selected. Here's how to select a PDF:

1. In Workflow Builder, click on the Email element.
2. Then, click on the Envelope icon to open the Email Properties.
3. Select the Advance Tab and click on the downward icon under Send Submission PDFs. 
4. Select the PDF and click on Save. 

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

If I open the Workflow, there is a the PDF "Vollmacht" selected. See attached Foto.

But the PDF is not attached to the sended e-mail.

And it even doesn't work in the other two forms.

There are also PDF selected.

And I figured out, that die PDF "Vollmacht" is not correct, if I copy it to another form.

When I copy the PDF to another form, there are displayed the wrong fields from the used form.

The form should look like this

But when i create a new PDF while copying it from the form, it looks like that

Hi rabroecker, 

 When I cloned and tested your form, everything worked the way it was supposed to. Take a look at the screenshot below to see my results:

This is the email sent after the submission has been approved. Will you allow us to create a test submission for your form so we can test it directly?

Once we hear back from you, we'll be able to help you with this.

This ist the email I get, after the form was filled and send.

That ist not the email that is send, after I approve des submission (see workflow settings)

shure you can make a test submission

Hi rabroecker,

Thanks for allowing us to do a test submission. I've made a test submission on Weihnachten Clone of Onlineabmahnung Parkplatzdieb.de now. Once it's approved, we'll check the email that is sent. I would also like to ask you to enable Support Access while we're looking into this, so that we can check the settings on your form and workflow properly. Since there seems to be slight differences in the settings when we check it at the moment compared to what you're seeing on your side as the form owner. Don't worry, you can disable Support Access 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.

thx for your help.

I approved your submission on turned the Jotform Support Acces on.

Hi rabroecker,

Thanks for approving my submission and for enabling Support Access. In the email I received from your form after the approval, I did not have any PDF attached. Instead I got a link at the bottom of the email. Check out the screenshot below to see my result:

So I checked the settings for your email in your workflow, and everything seems correct. I created a clone of your form and workflow to do further test submissions, but I was unable to replicate the issue. I've tested with Jotform accounts that are on our EU datacenter and on our US datacenter. I have also tested with the default Sender Email on the email and with a Custom SMTP Sender Email. But in each case, the email I received after approval had the expected attachment. Check out the screenshot below to see my result:

Would it be okay for us to do another test submission on your form, but changing the Sender Email to noreply@jotform.com for the Approval email? With Support Access enabled, we can make this change for our test submission and change it back as soon as we've done our test, as long as you confirm that we are allowed to make this temporary change on the workflow email. My suspicion right now is that there might be a restriction for the SMTP Sender you're currently using for that email. Which might be stopping attachments from being added to emails sent via SMTP. So if we're able to do a test submission using noreply@jotform.com, we can see if it might be something that needs updating with the SMTP Sender, or if there's an issue elsewhere on the form.

As soon as we hear back from you, we can move forward with a solution.

Okay. You can change the settings and make another test submission.

Hi rabroecker, 

I understand the issue. Let me look into it and get back to you with a solution.

Hi Elia,

I made a test submission using your live form, approved it, and everything was working properly. I reviewed some submission table entries and noticed that the amount of uploaded images sometimes exceeds the 5 MB total PDF submissions limit size. In such a case, the submission PDF will not be attached. You will see a link in the email as shown by my colleague Lars. In the screenshot below, you can see there are images that have, e.g., over 3 MB (just one image).

When using noreply@jotform.com as email sender currently, we are sending the emails via the AWS SES and it has a total size limitation. The attachment size is limited to 5 MB. This was done to improve the reliability of the email service. If the attachment's total size surpasses 5 MB, then the submission emails will be sent without attachments. It is currently not possible to increase the file size limit of the PDF attachment in the email notification. You can still download the submission PDF using, e.g., the submission table.

If you are suing your own email provider for sending emails, the attachment limit will be determined by your email provider you use. I suggest asking your email provider if there is an attachment size limit.

Let us know if you have further questions.