- seangilmourAsked on September 21, 2017 at 06:08 AM
hi some of the forms submitted dont appear to download the attachment when clicked.
submission is an example below.
please CC our support team in reply firstname.lastname@example.org
- JotForm SupportaubreybourkeAnswered on September 21, 2017 at 09:25 AM
Yes I can see your form (71703381965360) has required fields. But all your submissions are blank.
In your user preferences page, under the data tab, please uncheck "store my data in Europe"
- JotForm SupportKiranAnswered on September 22, 2017 at 07:02 AM
Do you mean to say that the files attached to the submissions are not downloading? Do you receive any error message when you try to download them? Please confirm if that happens with all the files uploaded or any specific files.
If it happens with all the files, you might have enabled the option 'Login required to view the uploaded files' in the account settings and trying to download them when not logged into your account.
In this case, please try logging to your JotForm account and then try downloading the files or disable the option from the account settings page.
If it is happening only with specific files, please provide us with the file URL so that we can check it further.
Also, if you want you may switch back the data center option to EU to move the data to EU region.
- Ketan PindoriaAnswered on September 25, 2017 at 08:05 AM
Thanks for providing the above suggestions.
However, I have logged in on behalf of Sean and both tick boxes were already unchecked. Is there anything else that could be causing this? Or could it be that those attachments aren't being uploaded correctly at time of submitting the form?
- JotForm SupportaubreybourkeAnswered on September 25, 2017 at 09:27 AM
I cloned your form and tested it. I was unable to reproduce the problem.
I also cleared your form caches. And fixed your folders. So please try again now and get back to us.
- seangilmourAnswered on September 25, 2017 at 09:43 AMThank you very much,
We will test tonight when uploading documents.
Sean Gilmour MCIOB
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- seangilmourAnswered on September 26, 2017 at 10:05 AM
Tried last night and submission has come through but again without attachments. It gives the below error.
Another question, say for example the wireless connection is weak and causing issues with upload, how is it possible for forms to be submitted without attachments being uploaded correctly? Especially when the upload fields are required elements.
- JotForm SupportaubreybourkeAnswered on September 26, 2017 at 11:26 AM
I checked your account and can see the problem you have with your submissions. It seems that it is only PDF files that are not found.
I have escalated this issue to level 2 support. They will investigate and post a response at their soonest possible convenience. Note that we cannot provide an estimate as to when this will be. So please be patient.
- JotForm SupportKiranAnswered on September 27, 2017 at 08:21 AM
I have checked the files for the form and it looks like the file is not uploaded correctly. This is likely to happen since the file name has special characters including comma. We request you to get in touch with the user to submit the file again to the form and please make sure that the file name is not having any special characters.
We apologize for the inconvenience this may have caused. Please get back to us if you need any further assistance. We will be happy to help.
- JotForm SupportKiranAnswered on September 27, 2017 at 08:29 AM
I am sorry. I was early to post my response. I have checked some of the other PDF files for the form and notice that they are not working too. Since the issue is already has been forwarded to the backend team, we'll get back to you once the investigation has been done in this regard.
Sorry for the trouble caused.
- seangilmourAnswered on October 03, 2017 at 11:14 AM
Any updates regarding this issue? Please let us know ASAP as we require PDF's to be uploaded. Thanks.
- MarvihAnswered on October 03, 2017 at 12:05 PM
Sorry for the inconvenience, this issue is still under the developers investigation. We will notify you once we get any update from them ASAP.
- JotForm SupportKiranAnswered on October 04, 2017 at 12:11 PM
Since the other question is not related to the original thread, it shall be addressed on a separate thread shortly. Please follow the link below:
- JotForm SupportcandyAnswered on October 24, 2017 at 07:27 AM
This ticket is dropped again in our inbox folder. I think you have written a comment here, we didn't receive it.
Could you please write it again?
Thanks in advance.
- JotForm DeveloperonurAnswered on December 22, 2017 at 03:00 AM
I've just checked the submission #3822146169736530397. None of the attachments were delivered to us successfully. Sometimes it happens with poor connection. Uploading file is a continuous backend action. It depends on vary circumstances. Apologizes for this but we can't retrieve files that we couldn't receive.