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    Why the Excel attachment becomes empty as I download it?

    Asked by tc_itpmo on December 04, 2016 at 08:31 PM

    The problem occurs last week till date as I try to download the attachment. This problem never occured before. Please help.

    Page URL:
    https://form.jotform.me/tc_itpmo/kmp2D

    Screenshot
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    JotForm Support

    Answered by Chriistian on December 04, 2016 at 10:19 PM

    I cloned your form and uploaded an Excel file there. So far during my tests, I was able to download and see the contents of the excel file that I uploaded without any issue.

     

    I can't seem to replicate the issue that you are experiencing. This would suggest that the issue may be related to the excel file that was uploaded. Can you please check and make sure that there are no issues with the excel file? If the file is broken, this may be why the file is empty when you download it.

    Can you please try clearing your form cache and your browser cache, then upload the file again? If the issue persists, please let us know. Thank you.

     

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    Answered by tc_itpmo on December 05, 2016 at 07:22 PM

    Hi Chriistian. Thank you for your prompt response. The later attachment uploaded for the submission can be downloaded.

    But, is there any way for me to retrieve the past original attachment through the JotForm?

    As I tried it using the submission links obtained after I downloaded the submission and somehow

    our IP have been blocked for phishing attempt.

    Please help.

     

     

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    JotForm Support

    Answered by Chriistian on December 05, 2016 at 09:19 PM

    The attachment of the original submission should still be found in your form's submissions page. However, if you edited the form and replaced the original with a new file, or if you deleted the submission that contains the file, then it will not be possible to retrieve the original attachment anymore.

    I checked your account and it doesn't seem to be suspended for phishing attempt. You should be able to use your form and download the submissions successfully. However, if you encounter an error, please send us a screenshot of the error so we can check further.

    Regards.