PDF Document: Hebrew Letters Display Incorrectly when downloading the submission as PDF

Hi Something has happened to our forms in the past few weeks - the hebrew words/letters are mixing up all the time. I have a number of examples to show. Can you please check what has happend

In the first example - in question 9 the words are mixed up so you can't understand the sentence but we have many more examples of the the same issue in different question replies.

Thank you

Dasha

Hi Dasha,

Thanks for reaching out to Jotform Support. Can you send me the link to your form so I can take a look at it for you? We have a guide on where to find your form URL that you can check out. 

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

Hi Jonathan thank you for your support Here is the link to the impacted forms

https://form.jotform.com/93294426180459

https://form.jotform.com/93293869829479

https://form.jotform.com/201872123247450

Hi Dasha,

I checked the form that you shared, but I wasn't able to find any mix-ups. I was able to translate it using Google Translate, and the system was able to understand the test. See the screenshot below:

Since it is coming from a response, it is your users who are formatting the answers to the form. Can you give us more screenshots of the responses from your users and describe to us how they were mixed up? Was it a typographical error or a layout issue?

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

Hi Ronald, The question itself is fine when we receive the candidate responses in the PDF document this is where the words/letters are being mixed up. Could it be perhaps something to do with the PDF document? How can i check the response in the system?

Hi Dasha,

We can look into this for you. we'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.

It would be great as well, if you can provide a screenshot of the mixed up words in PDF, and from which form was it specifically, so we can easily check it from our end.

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

Hi I have provided the access. I understand where the issue is when you look at the form data submitted below please see Q9 the text is clear and legible, however once the form is turned to PDF the letters get mingled.

please see below example of same question from PDF download this is the document which is send to us by email

Our admin team believes this is taking place for only question in the second page or the questions which are starting to go to the next page for example in the example provided question 9 is going to the new page and hence the one experiencing issues with the text being scambled. This is taking place in other questionnaires where in the second page too.

Please let me know if any further information is required

Thank you

Dasha

Hi Dasha,

I checked your forms and was able to see the issue you described, so I created a ticket and escalated this to our Developers. Although we don't know exactly when it'll be fixed, we’ll circle back to this thread when we have an update.

Thanks for your patience and understanding, we appreciate it.



Hi Ronald, The question itself is fine when we receive the candidate responses in the PDF document this is where the words/letters are being mixed up. Could it be perhaps something to do with the PDF document? How can i check the response in the system?

Hi Dasha,

I have escalated the issue to our developers so that they can check it further. I have explained to them that the issue is visible when the Submission is downloaded as PDF. Rest assured that we’ll get back to you with an update as soon as we have one.

Thanks for your patience, we appreciate it.

Hi Any updates?

Hi Dasha,

There haven’t been any updates yet. Our team is working on it as fast as we can. Rest assured that we’ll get back to you with an update as soon as we have one.

Thank you for your patience and understanding, we appreciate it.

Hi Our operations team is finding it very difficult to work as a result of the response scrambling. Can you please update on the resolution status. Thank you

Hi Dasha,

I understand that this is taking longer to solve than expected. Our Developers need just a bit more time to come up with a solution. We’ll get back to you as soon as I have one.

We appreciate your patience while we work on a solution.

Hi Please let us know if there are any updates. Thank you

Hi Dasha,

Although we don’t have a solution yet, rest assured, we’ll keep working on this until it's resolved. We’ll get back to you as soon as we have an update.

Thanks for your patience, we appreciate it.

Hi Any updates on the issue resolution. This is really impacting our operations please confirm resolution status. Thank you

Dasha

Hi Dasha,

We understand how this is impacting your operations. However, the issue has been escalated to our Developers, who are actively working on a solution.

We really appreciate your patience and understanding while we’re looking into this.

Hi Is there any way to possibly escalate this issue or have an SLA on it?

Hi Dasha,

There haven’t been any updates yet. I know that it’s taking some time to resolve. I’ve reached out to our Developers again. We’ll let you know as soon as there’s an update. Unfortunately, we can't give you an ETA for resolution, but rest assured that our developers are working as fast as they can.

We really appreciate your patience and understanding while we look into this.

Hi,

We appreciate that the development team has been working on the solution for over three weeks. However, due to the operational impact, it’s important for us to understand whether a resolution is expected soon or if we should start exploring alternative options, such as moving away from Jotform.

Could you please provide a clear update on the current status and an estimated timeline for when the solution will be delivered?

Thank you for your support.

Dasha

Hi Dasha,

There haven’t been any updates yet. I know that it’s taking some time to resolve. I’ve marked this as a Priority and reached out to our Developers again. Also, as already mentioned by my colleague, we are unable to provide an ETA on when the issue will be resolved, but rest assured that we’ll let you know as soon as there’s an update.

We appreciate your patience while we work on a solution.

Hi Its been quiet a significant amount of time any updates?

Hi Dasha,

Our Developers are working on a solution as fast as they can. Although we don't know exactly when the issue will be resolved, rest assured that we’ll get back to you with an update as soon as we have one.

Thanks for your patience, we appreciate it.

HI Please note that the issue has been resolved.

Hi Dasha,

I’ve gone ahead and moved your other question to a separate thread to keep things tidy, and someone from our Support Team will help you out with it here.

Keep us updated and let us know if you need any more help.

Hi I have been asked to follow up here please confirm if there are any updates on the solution. Thank you, it was previously fixed and now its the same issue.

Hi Dasha,

We haven’t received a response from our developers yet. I’ll follow up with them to check on the progress and will update you as soon as we have any information.

Thank you Ravi this is very problematic issue for our operations team. It was resolved and now its back.

Hi Dasha,

I understand your concern. Do note that our developers have been informed about it and will get back to you the moment I have news.

Hi This is impacting our operations as previously reported we really need this ticket to be prioritized.

The team is also asking us to look at alternative solutions to Jotforms as they cannot work with this error. I would appreciate if you could provide us with a timeline for resolution so that we do not need to got to another product thank you

Hi Dasha,

Unfortunately, we can't give you an ETA for the resolution. I’ll reach out to our Developers right now and see if they have any idea of what’s going on and when it’ll be fixed. We’ll get back to you with an update as soon as we can.

We really appreciate your patience and understanding while we’re looking into this.

Hi Any updates please its already been over 2 weeks

Is there a way this situation can be escalated for resolution?

Hi Dasha,

Our Developers are focused on getting this resolved for you. Thanks for your patience while they work on it. We’ll keep you posted about any updates we get.

Is there anyway to escalate this issue?

Hi Dasha,

We know this is important, and our Developers are giving it their full attention. We’ll follow up with any news as soon as we have it.

Hello,

Any updates on this issue?

It’s extremely difficult to operate without support for three weeks, especially regarding a problem that had already been resolved in the past. I have attempted to escalate the matter, but unfortunately have not received assistance there either.

I appreciate the quick responses, but the issue itself still remains unresolved. Can you please prioritize this and provide a concrete update or resolution timeline?

Thank you

Dasha

Hi Dasha,

Our Developers are on the case and doing their best to get this sorted quickly. We’ll update you as soon as we can.

Hi Any updates?

Hello Dasha,

Currently we don’t have any updates, we will make sure to inform you immediately once we hear from the Developers.

Please note this issue was already resolved in the past and now it has come back it cannot be resolved anyway faster? Its really impacting our operational team

Hi Dasha,

Thanks for your update. I’ve checked the status of this ticket and can confirm that it has already been forwarded to our developer team. They’re currently reviewing the issue, and we’ll let you know as soon as they provide new information.

Hi Our business cannot operate with this error, we have raised it without resolution. The consultants working with the results cannot understand the girbirsh on the second page. The business is very upset because we are providing a paid service. We already resovled this issue in the past. The business is demanding we move off Jotforms to another product. Before i do this. Please update when the issue will be resolved.

Regards

Dasha

Hi Dasha,

Thanks for reaching out to Jotform Support. Ticket priority is changed to High and development team is informed.

We really appreciate your patience and understanding while we’re looking into this.

Hello Any updates?

Hi Dasha,

We know it’s taking a bit longer than usual, and we really appreciate your patience while our Developers work to get this resolved.

Hi Any updates? Its already been over a month thank you

Hi Dasha,

I know you’ve been waiting a while, and we really appreciate your patience. The ticket priority is already set to high, and our developers are still making progress behind the scenes. We’ll be back in touch as soon as we have an update.

Hello Any updates?

Hi Dasha,

This one’s taking a bit longer than we’d hoped, but our Developers are on it, and we’ll let you know the moment we have more info.

Hello still no updates?

Hello Dasha,

I realize this is taking some time, but we’re making sure it gets sorted out properly. This ticket remains a high priority and we will follow up with you the moment we have an update.

Hi Yusuf just a quick update that the issue was resolved but today the operations team notified me that it has returned again. I am not sure why it keeps returning this is already the 3rd time its returned. Do you need me to submit a new ticket?

Hi Dasha,

There is no need to open a new ticket. I have informed our Developers about it. Rest assured that we’ll get back to you with an update as soon as we have one.

Thanks for your patience and understanding. We appreciate it.

Hi Any updates please, can you please let us know why the issue keeps reoccuring?

Hi Dasha,

I know you’ve been waiting a while, and we really appreciate your patience. Our Developers are still making progress behind the scenes. We’ll be back in touch as soon as we have an update.

Hello Any updates please

Hi Dasha,

We haven’t forgotten about you. Our Developers are still working on this, and we’ll be back in touch as soon as we have an update.

Hi Again we are waiting for a while to have the same issue resolved please update on the status and provide us with resolution timeline. Also once its resolved you also do not update us.

Hi Dasha,

Thanks for bearing with us. Our Developers are still working on this, and we’ll keep you posted on any progress.

Thank you its really important for our operations team its really causing operational issues and its really high priority. Please kindly see if it can be prioritized. Is there a reason the issue keeps coming back

Hi Dasha,

Our Developers are tackling this right now, and we’ll be back with an update as soon as we can.

Hi Do you have any updates? Is there a way to raise the priority of this ticket?

Hi Dasha,

We haven't receive any updates yet. This ticket has already been marked as urgent. We’ll update you as soon as our Developers get it resolved.

Hello Again we have not heard back from you please provide update when the problem will be fixed

Hi Dasha,

Unfortunately, we still don't have an update from our developers, and we can't provide an ETA. We’ll update you as soon as I have news.

Hello Any updates please. Its really unbelievable how long it takes to resolve the same issue

Hi Dasha,

We haven't received any updates yet at this time. Our Developers are actively working on this. We’ll keep you updated so you’re never left wondering what’s happening.