HIPAA Form: The downloaded attachment is corrupted

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    Asked on April 15, 2019 at 09:04 PM


    I'm getting the same error in Adobe Reader that I can't download the uploaded PDF.  Any suggestions.  It happens on all test forms we have tested. Thanks.


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    Answered on April 15, 2019 at 10:44 PM

    Since you are HIPAA compliant, we can't download or access your submissions page to test it from our end. Please try clearing your browser's cache and cookies and log back into your account and see if the issue persists.

    Also, please provide as much information about the issue as we can not check your form to troubleshoot it at our end.

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    Answered on April 17, 2019 at 04:07 PM

    This is as much information about the issue that I can provide.  First, you have clearly broken our BAA.  I cleared my browser's cache and cookies and logged back in.  I have tried several ways to obtain my pdf uploads.  From the submissions page clicking on the link, no luck.  From the new inbox clicking on the upload link, no luck. from the attached pdf of the notification email with a password, no luck. from downloading the form and clicking on pdf links, no luck.  Trying to save the pdf and then open, no luck, from opening the file directly from download, no luck.  There is no possible way that I can find to get access to anything uploaded.  We have put on the form all uploads must be in pdf format and no larger than 10 mb.  Still doesn't make a difference.  Tried the pdf link at the bottom of submissions page.  Says creating pdf and shows a link and the link does not work.  

    It is the same error for both Mac and PC.  There has to be some way to get access to these pdf uploads whether they are on the HIPAA server or not.  I have spent months on trying to get your system to work as I became a customer in December and nothing has worked that I need. Please do whatever it takes to get this solved, I even upgraded to HIPAA compliant plan, which has only made matters worse.    I don't appreciate you adding new features and options without getting the old ones working properly.

    According to the BAA: 2.7.2. Data Export. Customer acknowledges and agrees that JotForm

    shall not be responsible for PHI after It is exported from JotForm HIPAA

    Enabled Account and It shall be Customer’s responsibility to use and

    protect exported PHI according to The Regulations. This covers all data

    export services provided by JotForm.  

    We should have the right to export the data and have access to our uploads.

    Link to pdf that JotForm created.  It doesn't work:





    Plus, when I go into my settings/data/Export my data, and Export Window pops up and says Loading then it just freezes.  


    If you are going to allow us to Export, which is a function that says you will do, then why can't I get any access at all.  I am the end-user of PHI.  Users are sending us their PHI and I have no way of getting to it.  The BAA should be null and void.

    Could you please send me a professional letter that I may give to my supervisor to explain what the problem is?

    Hope to hear from you soon.

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    Answered on April 17, 2019 at 06:10 PM

    Thank you for providing information about the issue and sorry for the trouble caused to you. Actually, you can download submissions or files attached to your form. However, the attachment can't open or corrupted the reason why you can not view the content.

    I will elevate this thread to our second level support so they can investigate the issue as to why the downloaded pdf or attachment in your forms are corrupted.

    We will notify you here and on your email at once when a status update is available.

    Thank you for your understanding.