File Upload: we are sporadically missing some form attachments

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    vitalwave
    Asked on July 24, 2018 at 10:41 AM

    We are getting sporadic missing attachments for a handful of our clients that I would like to investigate.  For example with form 81406314284149 and Player Name "Layla Siaje".

    All looks fine in the submission and the attachment filename shows correctly, but clicking the link shows "404 Not Found : /jufs/vitalwave/81406314284149/4055271149313345451/Scan 2018-6-22 21.34.02.pdf"

    Please advise asap.

    Thank you in advance for your attention.

    mb

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    Welvin
    Answered on July 24, 2018 at 12:14 PM

    I checked our backend tool for your form, and I cannot find this file there. This means that the file, although selected and its name appears in the form, it fails to reach our server. We can send this to our backend team to see if they can find those files, but I need the other file URL's that you cannot download due to the same 404 not found error. We need to list those. 

    In the meantime, you may consider switching the Single Upload to Multi Upload. That way, your users can see the progress, see if there's an error to correct before they can submit the form.

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    vitalwave
    Answered on July 24, 2018 at 12:25 PM

    But short of going through each of the 3300+ submissions one-by-one, how can we find which have failed and which haven't?!?  How is this file upload failure not logged by jotform?

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    vitalwave
    Answered on July 24, 2018 at 01:02 PM

    And the issue with the multi-file uploader is that 1. They should only upload one document, 2. We need the FieldID attribute returned (not available with multi-file).

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    Welvin
    Answered on July 24, 2018 at 01:58 PM

    I'm sorry, I assumed you check the file upload after you receive the submissions and you already have the list of the missing files.

    Anyways, just let us know up to 5 maybe, that you cannot download. I don't have an idea why, but that's likely related to when the form is submitted. The file upload field captures the file, but the file failed to reach our server. 

    As for the Multi-Upload, you can see in my screenshot that you can limit the number of files you can accept in it. Enable that and set it to 1. How are you using the FieldID in the field? If the ID is not present, I'm sure the Field Class is available. Maybe, use that?

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    vitalwave
    Answered on July 24, 2018 at 02:59 PM

    Thanks for the response, but I feel like we're getting off topic.  

    The issue is there are required attachments across various production forms that failed to show up.  You're saying it appears they didn't upload successfully, but as the customer, I had no idea there was a problem (no warning, no alert, just no data shows up).

    My issue is that I need the attachments as submitted (for the ones that have already been submitted) and a fix for the future to catch this problem before it gets to this point.


    mb

  • Profile Image
    Welvin
    Answered on July 24, 2018 at 04:23 PM

    I'm sorry, but I completely understand the problem.

    The idea of files not reaching our servers is just my assumption, and your form users have nothing to do with this. I am specifically referring to the whole upload process. That is why I asked you the list, up to 5 recent submissions with missing file uploads or files that gives you the 404 error.

    I will create a ticket, and I need those links so our developers can check to see and let us know the real cause of the problem. 


    The files cannot be downloaded, so you cannot have them, and I have already tried something to our end using our file upload tool. The files are not there, and it cannot be re-uploaded. Here's a screenshot of the tool:

    I suggested enabling the Multi Upload. That way, your users will see if there's an error or if the file has succeeded. This is one of the fixes I can suggest - until our backend found the real cause of it.

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    vitalwave
    Answered on July 24, 2018 at 04:47 PM
    404 Not Found : /jufs/vitalwave/81406314284149/4055268363811593410/2018-06-22 20-25 page 1.pdf

    404 Not Found : /jufs/vitalwave/81406314284149/4055271149313345451/Scan 2018-6-22 21.34.02.pdf

    404 Not Found : /jufs/vitalwave/81406314284149/4054867530115683612/C21861B9-728E-40FC-B000-ED1242E75D71.JPG

    Here are three from the current jotform.


    Also:
    "1. How are you using the FieldID in the field? If the ID is not present, I'm sure the Field Class is available. Maybe, use that?"

    We are using the FieldID as a key with the Google Drive integration to move the downloaded file from one Drive location to another. Can you confirm how using the Multi-file upload what key can be used to identify the attachment?

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    Welvin
    Answered on July 24, 2018 at 05:22 PM

    Thank you for providing the links. 

    I have now submitted this thread to our backend team for further investigation. As soon as we have an update, we will let you know here. 


    I have double checked the multi upload button. The ID is present there. You can view it in the form source codes. 

    https://www.computerhope.com/issues/ch000746.htm 

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    aydan
    Answered on August 03, 2018 at 04:02 AM

    Hello,

    We are sorry to inform you that we are not able to recover specified files. Sorry for the inconvenience caused. Please let us know if you need any further assistance.

    Regards,

    Aydan