Several images uploaded yesterday are showing 404 file not found errors

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    zdroba
    Asked on February 28, 2017 at 08:09 PM

    Hi - a user successfully submitted a form, made a payment, and uploaded files/pictures. However, they are nowhere to be found. I see the links to the uploaded files, but I receive the following message if I try to see them: 404 Not Found : /jufs/zdroba/63223287868365/364137319081526379/IMG_362881.jpg coming from URL: https://files.jotform.com/jufs/zdroba/63223287868365/364137319081526379/IMG_362881.jpg?md5=UlyekH2r-DAKUlK9M-l2sw&expires=1488330311

     

    UPDATE: if I "download" the files using the "download" feature in the "submissions" section, the files can not be open (seem to be corrupted) - all 12 of them.

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    ashwin_d
    Answered on March 01, 2017 at 03:03 AM

    Hello zdroba,

    I did check your form's submission page and I am able to replicate the issue you are having. I was not able to download any of the uploaded files. It shows "404 Not Found" error message.

    It seems when the form was submitted, the images were not uploaded successfully. I did try to recover the uploads but was not successful. 

    I would suggest you to please contact user and request to submit the form again by uploading the files again.

    Thank you!

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    svllee
    Answered on March 01, 2017 at 03:33 AM

    Help! I'm having the same problems with my submissions. Need this solved urgently. SL 

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    zdroba
    Answered on March 01, 2017 at 07:30 AM

    Well, the form can NOT be submitted without the files being uploaded, it's a condition on the form. Further:

    1) I can actually "download" the files, but they come to me corrupted

    2) When I click on any the individual file links, that's when I receive the 404-Not Found

    So it sounds to me like you're having issues on your side. Please troubleshoot further, as going back to the customer to ask for them again is a last resort solution, when they already paid.

    Let me know what you find.

  • Profile Image
    david
    Answered on March 01, 2017 at 11:32 AM

    I will forward this to our developers to see if the files can be restored.  A response may take a bit of time though.  If you need the files within the next few days, I would recommend having the user upload the files again. 

    We had server issues yesterday caused by Amazon's outage.  Since they are where we store our files, this caused some submissions not to transfer files successfully. 

    We will let you know as soon as we have any updates.

  • Profile Image
    zdroba
    Answered on March 01, 2017 at 02:00 PM

    understood - thank you, David!

    if it helps any - the G-drive integration did not perform the file transfer either during the issues you were experiencing.

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    david
    Answered on March 01, 2017 at 03:11 PM

    If the files were actually received on our end, they would have been forwarded to associated integrations.  It is likely the files were not received, however, I cannot say for sure.  We will let you know if they can be recovered.