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.