Jotform and Adobe Sign Mot Working

[twc94980969]

Hi 

I use Adobe Sign with Jotform to create Digitally Signed Forms for our customers. Up until about 4 or 5 weeks ago this process was working fine for the main form we use for new customers. However the PDF created by the Adobe Sign Widget did not have all the critical data we need on it.  The Jotform support team have managed to replicate the problem and confirm there is an issue, I can;t tell if this is an Adobe Issue or a Jotform issue., Since Jotform suopport have not currently resolved this problem and this form is really very important to our businees;  therfore  I recreted the Jotform from scratch about 3  weeks ago and added the Adobe Sign widget to it and throughly tested my new form and everthing was working as expected . Then a couple of weeks later, the smae thing happened to the Adobe Sign process where nonoe of the critical data was added to the Adobe Sign document. Even though it still possbile to creare a PDF from the data captured by the jotform form, by exporting it from Jotform , however this is sadly not a digiotally signed form, which is the whole reason for using the Adobe Sign widget with Jotform.  I hope someone can assist me, with this Issue.

Regards 

Chris Cramp 

[Meenakshi Negi]

Hi twc94980969,

Thank you for reaching out. 

Could you please confirm if you are creating a form in Jotform and using it to create an Acrobat Sign web form? Would you mind sharing the screenshot or screen recording showing what is not working correctly? It will help us understand the workflow and we can provide the correct information. 

Thanks,

Meenakshi

[twc94980969]

At The Whiteley Clinic we are using Jotform and the widget for Adobe sign for our online Patient Registration process.
Below is screenshot showing the Adobe Document Cloud E-Signing window , which is missing the data input to the Jotform by the patient has made

 

Now if I complete the process and download from Jotform’s database . the form, the  e-signed PDF  should look like  the attached  PDF, called ‘Mr-IT-Testing-Manager-Male (003).pdf’  and the other  the attached document is the actual e-signed documents sent to the patient and ourselves as you can see the dummy data I put into this form is not getting to the E-signed document for some reasons.

Now this issue started happening over 3 months ago, now I did get a response from Jotform’s support acknowledging, there was an issue with the Jotform process and that they had escalated the issue to their developers, but I have had no resolution to this issue. I have enquired every week or two with Jotform’s support about this, but I get the same reply really, that the issue has been escalated to the Jotform development team.

Now since I really needed this online form to work for us , after a few weeks of the form developing this issue and try to troubleshoot this myself , I started a completely new Jotform from scratch and this is in fact the form you are looking at. I think for a 2 or maybe 3 weeks this 2nd Jotform, the Adobe e-signing was working as expected. Since the form reverted to the same issue as the 1st Jotform has, it has never worked as expected despite any troubleshooting I can think of.

Also just prove to you that the Adobe sign widget in the Jotform is authenticated (I have tried reauthentication many times) please see the screenshot below.

I do have some Web E-sign forms that we use that are created natively in Adobe, but I am afraid I can’t create an online form or progressive Web App directly in Adobe, that is as sophisticated as the forms I can create in Jotform.

If there is anything you do help resolve this issue, I would be very grateful.

P.S. there is no real patient data displayed in the attached PDF’s otherwise it would have been redacted

Regards

Chris Cramp

[S. S]

Hi @twc94980969,

Hope you are doing well. Sorry for the trouble and the delayed response.

Would you mind letting us know if you still experience the issue? If yes, please share an updated screen recording of the event, so we can take this further with the dev teams for investigation.

-Souvik

[twc94980969]

Hi Souvik

I hve now had sometime to look into this issue. 

What I did was to delte the Adobe Sign widget fro my Jotform and re add it, then test the form, mke sure that the wiget is properly authenticated with a  a user that is assigned a licennse for Adobe Acrobt Pro.  Unfortunatel when a user of this form comes to submit the form the same issue occurs where a PDF is created iwithin Jotform that only has some content from the Jotform and none of the data added by the person filling the jotform

Regards

Chris Cramp
IT Manager

The Whiteley Clinic 

[Amal.]

Hi there

Thanks for reaching out.

As requested in the previous response please share a small video recording of the steps you are taking and the issue as it occurs for more clarity and understanding.