Downloading files returns an error

  • waltonb
    Asked on September 21, 2018 at 9:46 AM

    Hello,

    I'm trying to download files that my users submit through my form, and I receive the attached error. Is there anything going on that I can do different.

    Thank you!

    Jotform Thread 1587551 Screenshot
  • liyam
    Replied on September 21, 2018 at 10:56 AM

    I checked some links on my own form but a download prompt properly appears. Can you share with us a link to which this exactly happens?

    Thanks.

  • waltonb
    Replied on September 21, 2018 at 11:32 AM

    Thank you for the quick response. Here is the link to a few files: https://www.jotform.com/uploads/waltonb/42614803103140/4130192426874933725/commonly%20confused%20word%20tests.pdf

    https://www.jotform.com/uploads/waltonb/42614803103140/4130199906871241959/PDF%20print%20Final%20Exam%20Quarter%201%20Part%201.pdf

    https://www.jotform.com/uploads/waltonb/42614803103140/4130860298712557382/grade%202%20%281%29.pdf

    Thanks again.

  • Kevin Support Team Lead
    Replied on September 21, 2018 at 12:59 PM

    I have just tested the links you have shared and I was able to download the files: 

    1537549081screenshot 01 Screenshot 10

    I would recommend you to check your antivirus, plugins installed on your browser, the network you're connected to or the firewall settings. You may also consult with the network administrator if there is anything blocking the JotForm resources, this may be causing the issue. 

    Thanks. 

  • waltonb
    Replied on September 21, 2018 at 2:51 PM

    Thank you!

  • waltonb
    Replied on September 21, 2018 at 5:39 PM

    I was informed that our firewall blocks traffic from the following countries:

    Argentina

    Brazil

    China

    India

    Korea, Democratic People’s Republic

    Korea, Republic of

    Kyrgynzstan

    Russian Federation

    Tajikistan

    Ukraine

    Uzebekistan

    Vietnam


    Are the files hosted on servers in these countries?

    Also, are there any specific sites or ports that need to be unblocked?


    Thank you!

  • Mike
    Replied on September 21, 2018 at 7:27 PM

    The files are exclusively hosted in the United States and Germany.

    One of the IP addresses associated with the JotForm is 35.201.124.138. I have checked the IP whois information and most of the services providing a correct location. However, the EurekAPI service is displaying the Asian region location. In theory, this could be related to the issue you are facing.

    Downloading files returns an error Image 1 Screenshot 20

    You may try whitelisting the 35.201.124.138 IP address to see if that makes any difference on your end. Also, try whitelisting the files.jotform.com address if possible.