[HIPAA Compliant account]Email attachments: Unable to download the attachments

  • Profile Image
    Elle Dolbeare
    Asked on March 20, 2019 at 04:20 PM

    We recently switched from a normal JotForm account to the HIPAA compliant account. (Login is KGusewelle if you want to look it up.) Ever since the switch, the documents uploaded on our forms have not been working. We receive error messages on almost probably 90% of the form submissions that include attachments. Sometimes a JotForm error webpage pops up saying the file is no longer available. Other times the file appears to download, but when you open it, applications like Microsoft Word and Adobe Reader say the file is damaged. However, when I log into JotForm, I am consistently able to download the file from the "view submissions" screen. Again, we have never had any of this trouble until we switched to the HIPAA compliant account. 

    Can someone please give me a call at 314-918-2154 to help me resolve the issue?

  • Profile Image
    Jed_C
    Answered on March 20, 2019 at 07:13 PM

    Sorry, but we don't have phone support at the moment. Since your account is on HIPAA, we are not able to test it from our end.

    Would you mind providing us a sample attachments that throws an error when viewing the link of the attachment? Also, is this only happening to previously attached files or does it happen with newly attached data?

    Looking forward for your response. 

  • Profile Image
    KGusewelle
    Answered on March 21, 2019 at 01:43 PM
    Here you go. When I click the link in this email, I get this error page:
    https://hipaa.jotform.com//uploads/KGusewelle/90516922231148/4289144648716300458/Vasuta_PM_2019.docx
    [cid:image004.jpg@01D4DFDB.FA209C20]
    However, when I log in and manually download it, it is fine.
    [cid:image005.jpg@01D4DFDB.FA209C20]
    Elle Dolbeare | Benefits Coordinator
    7700 Bonhomme Ave, Suite 200 | Clayton, MO 63105
    Office: (314) 963-0715 | Direct: (314) 918-2154
    edolbeare@arco1.com | vCard | LinkedIn
    [ABS_Email Signature-01]
    Treat people fairly and do the right thing.
    ...
  • Profile Image
    roneet
    Answered on March 21, 2019 at 03:08 PM

    On clicking the hyperlink, we were not able to download the attachments. Since your account is a HIPAA compliant one so we are not able to test your account.

    Let me escalate this to our development team to review this further. We will keep you informed on the updates.

    Thanks.


  • Profile Image
    KGusewelle
    Answered on March 25, 2019 at 09:43 AM
    Thank you.
    Elle Dolbeare | Benefits Coordinator
    7700 Bonhomme Ave, Suite 200 | Clayton, MO 63105
    Office: (314) 963-0715 | Direct: (314) 918-2154
    edolbeare@arco1.com | vCard | LinkedIn
    [ABS_Email Signature-01]
    Treat people fairly and do the right thing.
    ...
  • Profile Image
    KGusewelle
    Answered on March 26, 2019 at 04:43 PM
    Could you please provide an update? I have not heard back. Thank you.
    Elle Dolbeare | Benefits Coordinator
    7700 Bonhomme Ave, Suite 200 | Clayton, MO 63105
    Office: (314) 963-0715 | Direct: (314) 918-2154
    edolbeare@arco1.com | vCard | LinkedIn
    [ABS_Email Signature-01]
    Treat people fairly and do the right thing.
    ...
  • Profile Image
    jonathan
    Answered on March 26, 2019 at 06:21 PM

    We apologize for the inconvenience caused. I reviewed the ticket report and it is still open.

    One of our development team was already assigned to work on it.

    You will be notified via this thread and in your email when the team provide an updated response.

    Thank you for your patience and understanding.


  • Profile Image
    KGusewelle
    Answered on April 18, 2019 at 01:43 PM
    Hello. I have not heard back about this in several weeks. Please let me know when it will be resolved. At this point, if it is not being fixed, then we need to switch back from the HIPAA compliant profile to the regular profile. We are not receiving the service we pay for. We need the forms to work properly, and I would rather make manual HIPAA accommodations than continue with all the errors.
    Please let me know a status update as soon as possible.
    Thanks,
    Elle Dolbeare | Benefits Coordinator
    7700 Bonhomme Ave, Suite 200 | Clayton, MO 63105
    Office: (314) 963-0715 | Direct: (314) 918-2154
    edolbeare@arco1.com | vCard | LinkedIn
    [ABS_Email Signature-01]
    Treat people fairly and do the right thing.
    ...
  • Profile Image
    Mike
    Answered on April 18, 2019 at 03:50 PM

    I was able to reproduce the issue with 'corrupted' email attachments received from a 'Not Protected' file upload field.

    The issue is probably related to the encryption. The HIPAA accounts come with built-in encryption and more strict security policies in general.

    Please note that this is not possible to download the files by their links if you are not logged in the account. The following privacy rules are enabled for all HIPAA accounts and cannot be disabled.

    From what I can see, the escalated ticket is still open. I will send a follow-up message to the developer in charge.

    We will let you know once we have any updates on this.

  • Profile Image
    KGusewelle
    Answered on April 18, 2019 at 04:43 PM
    Ok, if it cannot be changed, then will you please change my account from a HIPAA account back to the regular kind ASAP? We no longer wish to use this feature.
    Elle Dolbeare | Benefits Coordinator
    7700 Bonhomme Ave, Suite 200 | Clayton, MO 63105
    Office: (314) 963-0715 | Direct: (314) 918-2154
    edolbeare@arco1.com | vCard | LinkedIn
    [ABS_Email Signature-01]
    Treat people fairly and do the right thing.
    ...
  • Profile Image
    Denis
    Answered on April 24, 2019 at 05:26 AM

    Hello,

    Sorry for the trouble caused. As my colleague explained, HIPAA compliant accounts cannot download files if they are not logged in. 


    Regards.