- ashdavAsked on April 28, 2013 at 08:59 AM
I'm trying to download a file submitted by a customer and I'm receiving this error:This XML file does not appear to have any style information associated with it. The document tree is shown below.AccessDeniedAccess Denied69DE5AF0CBDD46AE0AEzCOfdHxr3sdwxsH+PQRk+A1H8S0BX0WlHf/HerjomAoVGLwK54EZIQCg38/Ur
The file being downloaded is at (Removed for public thread)
I'm not able to download the file in any browser, even after clearing my cache.
How can we download this file and resolve the issue for the future?
- jefreylandichoAnswered on April 28, 2013 at 09:53 AM
I was able to download the file on the link you have provided on your post using Google Chrome.
Can you please try downloading the file again using the link below.If you are still unable to download the file, please contact us again.
- ashdavAnswered on April 28, 2013 at 11:14 PM
The original file is now downloading succesfully, but two new files are now failing to download.
(Removed for public thread)
I'm beginning to see that these download issues will resolve over time, but it's something I need to be sure doesn't occur again. These downloads are time-sensitive, and if we can't be 100% sure that downloads are being succesfully received then we'll need to move to our own form.
- ashdavAnswered on April 28, 2013 at 11:56 PM
The above files are now working.
Can someone please advise what's going on?
- JotForm SupportGoldoAnswered on April 29, 2013 at 01:15 AM
This sometimes happen when we deploy a new version of jotform to our servers. Normally it will resolve itself in a few minutes. We are always upgrading our system to provide our users the best service.
Rest assured you will be receiving 100% of the downloads.
- ashdavAnswered on May 03, 2013 at 07:43 AM
Issue is occuring again with the file (removed for public thread)
Broken for close to 2 hours now, we can't do anything without the file.
- JotForm SupportEltonCrisAnswered on May 03, 2013 at 09:29 AM
I am sorry but the best way to overcome this is to contact the form submitter about this and asked him to re-submit the file. I suspect the file upload was failed before the form was submitted that's why it went that way or it could be that the user uploaded a broken file. We would appreciate if you could confirm this to the user, this might be one of the reason why.
Let me also inform you that our dev team are also looking into this very rare problem. We admit that this is not very common and happens very intermittent so it would be hard to track down this issue in a short period of time but we already highly suspected that this was a problem on the user's end. So, we'd appreciate if you could ask the user about it.
- ashdavAnswered on May 03, 2013 at 09:47 AM
Why has this occured three times consecutively, all with different users and different files? I highly doubt that all three users consecutively have made the same error, this seems to be a problem on your end.
Asking the customer to reupload the file will frustrate them and harm their experience.
- JotForm SupportEltonCrisAnswered on May 03, 2013 at 11:23 AM
Thank you for your swift reply.
Most of these files are large so there may be chances that makes the file upload to failed. There are actually many factors but most common reasons are due to faulty browser or connection time out on user's side. We could not specifically say that it would be an issue on our side since we do not received similar reports about this today from the million users. However, we will continue to look into this problem. We will usually provide a quick fix once we will be able to figure out the problem.
Sorry if that may sound unprofessional, while having no specific clue for this, we would suggest to contact your form submitter about this as it's the best thing to do at least for now.
- ashdavAnswered on May 06, 2013 at 07:38 AM
Occurring again today, accross even more users and even more files.
List of broken download links below:
(8 files removed for public thread)
- ashdavAnswered on May 06, 2013 at 07:43 AM
Please note, these are all varying filetypes and sizes. Some are images as small as 1mb uploaded on a customised script, others are larger files uploaded directly on your jotform.com hosted form.
- JotForm SupportEltonCrisAnswered on May 06, 2013 at 09:37 AM
We will forward this to our higher team for further investigation. They'll get back to you with this for further information or updates.
Thanks and apologies for any inconveniences caused.
- JotForm SupportEltonCrisAnswered on May 06, 2013 at 09:47 AM
- JotForm SupportliyamAnswered on May 08, 2013 at 11:12 PM
Hello ashdav. From the links that you shared, the 1st one and the last one are those that had resolved itself. While the others, it appears to have failed permanently. While we're working on resolving this, what I can suggest is to contact the people who made submissions which returned the errors for attachments.
Rest assured that we are focusing on resolving this issue.
- Chief Technology OfficereeeAnswered on May 10, 2013 at 03:02 AM
We're using a 3rd party file service called Amazon S3, and on rush hours, uploading files from our servers to S3 may take some time according to their size.
Sorry about the trouble,
- ashdavAnswered on May 13, 2013 at 11:47 PM
Just touching base again to reaffirm the severity of the problem. A customer has submitted over 60 forms containing 300 files alltogether, and it looks like 180 of them have broken links.
Every jpg image file the user has submitted is returning an xml error. We now have to ask one of our closest customers to resubmit more than 180 files, and will be asking them to use a non-jotform form because we no longer trust the integrity of these uploads.
Any progress on resolving this issue? I at least need to know why this is occuring, so that I can relay this to future customers.
- jeanettebmzAnswered on May 14, 2013 at 12:36 AM
The issue might be related to the fact the files names have special characters or spaces in between. Our engineers are looking into this problem now
In the meantime I would recommend to add a warning message (using our Hover tool) to let them know about this