Why are pictures and email notifications disappearing?

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    Asked on September 05, 2019 at 11:10 AM

    After uploading pictures and text comments into one of our JotForms and submitting it, the email notification comes through. However, some of those emails are disappearing from our iPad within hours of the notification email coming through.

    Also, some of the pictures that are being uploaded are disappearing. We will upload 3 - 4 pictures and submit the report, but when we go back into the form using the Edit Submission link later on, some or all of the pictures and text comments entered are gone. In one case, a submission was made at 2:47 pm that had a total of 13 pictures with comments, and the pdf attachment came through with the information in it...when we resumed the report less than 2 hours later, 10 of those pictures and some of the comments were gone in the online report, as well as in the pdf in the email notification.

    What causes this? We are losing valuable information...

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    Answered on September 05, 2019 at 12:34 PM

    If I understood correctly the uploaded images are disappearing from your Email Notification and PDF report when a submission is edited. Are the images also disappearing from the submissions page? 

    To which form is your issue is related to? Please provide us a form URL. 

    Where to Find My Form URL?

    Also, please tell us if the issue is related to all edited submissions. You can provide us an ID of the submission where this issue occurred. 

    Where to Find the Submission ID?

    Also, please confirm that you did not remove the uploaded images when you edited your submissions. 

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    Answered on September 06, 2019 at 03:43 AM
    For the case I mentioned, I have attached two documents. The larger file was submitted on 8/20 at 2:47 PM, and the smaller file was submitted on 8/20 at 4:30. No one has been deleting anything. As far as I can tell in the last year working with Jotform, we don’t have the ability to remove pictures once they are uploaded, we can only replace them. And, yes, the images are also disappearing from the submission page. We upload and submit, we use the edit submission page to go back into the form, and the pictures are gone.
    I used a single report made for one of our shops and cloned it to create reports for our other shops. The link below to the form in question was the 5th clone that I made. I have also created and cloned other JotForms as well, and none of these issues are being seen on the other reports.
    Ryan Anderson
    Service Operations Specialist
    Tel direct: 281-985-4494 - Mobile: 281-732-1061
    Alfa Laval Inc (US)
    10470 Deer Trail Drive - Houston, TX 77038 - USA
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  • Profile Image
    Answered on September 06, 2019 at 05:56 AM

    Thank you for the additional information.

    I checked both submissions, the one you said is larger and one smaller documents.

    And images are loading fine:


    1567763529larger1.PNG  1567763535larger2.PNG


    1567763581smaller1.PNG     1567763591smaller2.PNG

    And when editing submission:





    Images are quite big so it took some time to load them all, but it worked fine.

    Please try using a different browser or clear your browser's cache and see if the issue persists.

    Thank you!