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    Asked by chris_hills on May 13, 2013 at 04:44 PM


    This is recurrence, it seems, of a problem which occurred several weeks ago and was fixed.

    The specific for this occurs with is http://form.jotformpro.com/form/31266086722959 however I have not tested it with other forms on my system.

    When attaching a file and sending it to a recipient by email alert, the ensuing email obviously contains the link to the attached file but when clicking it goes to a dead link which says:


    The website declined to show this webpage

     HTTP 403

    Most likely causes:
     •This website requires you to log in.

    What you can try:

    Go back to the previous page.

    More information



    This is a really serious problem as it is currently preventing us operating.






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    JotForm Support

    Answered by Mike_T on May 13, 2013 at 05:41 PM

    Thank you for contacting us.

    I think that old file access problem was solved.

    I have checked the most recent uploads on your form, and everything seems to be okay. Can you please re-check the upload links?

    We use Amazon S3 service for data storage, and sometimes there might be file transfer delay between our servers and Amazon storage on peak hours. If upload link is not working immediately, try to check it after some time.

    If the problem is not solved, please let us know.

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    Answered by chris_hills on May 13, 2013 at 05:46 PM
    Hi Mike

    The problem was solved but has re-occurred.

    It is most certainly a current problem.

    The link from the submission form in Jotform itself works ok. The problem occurs when linking from an email alert. I attach such an email for you to try out.

    I have tested this on other forms on our system and the same problem is happening with attachments in email alerts.

    As mentioned, this is important for us as we use this for online quoting system so is very mission critical.


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    Answered by chris_hills on May 13, 2013 at 05:50 PM

    Further to my last message, this in not a server timing issue as this problem has been occurring at least for all of today.

    Attached is a screenshot of the browser error.


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    JotForm Support

    Answered by Mike_T on May 13, 2013 at 06:28 PM

    Chris, thank you for pointing this out. I have made more tests, and I was able to reproduce the problems with incorrect links on email notifications.

    It seems that bug is related to email notifications with custom Sender E-mail only.

    We use different sending method for noreply@jotform.com address, so you can use that sender until the problem is fixed.

    The bug report ticket has been escalated. We will keep you updated via this thread.

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    Answered by chris_hills on May 13, 2013 at 06:34 PM
    Thanks Mike,

    Unfortunately we cant use noreply@jotform.com as we need to log the sender email address to identify the specific user to our Sharepoint system.

    Can you give me some idea how long this might take to fix as it is pretty important and puts our system on hold.


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    Answered by jeanettebmz on May 13, 2013 at 08:40 PM

    For now , the issue has been forwarded to our engineers. You should get an update on this thread ASAP

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    Answered by chris_hills on May 14, 2013 at 03:46 AM

    I have now tested this again using noreply@jotform.com as the sender –SAME PROBLEM OCCURS. This is not the issue.

    The problem occurs when you attach a file with one or more spaces in the filename. No spaces – works fine. Spaces – error occurs.

    · This was reported in a forum thread "Access Denied" when downloading a file from a form submission
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    Answered by chris_hills on May 14, 2013 at 03:58 AM
    To prove the point, I attach 2 emails from email alerts – one with and one without gaps.


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    JotForm Support

    Answered by liyam on May 14, 2013 at 09:20 AM

    Hello chris_hills.  I just made a fix for this.  Your next email notifications should be able to reflect the changes I made.  For the past submissions, you may visit your submissions page and be able to download the files properly there. 

    If you're still having trouble downloading your files, please do let us know.


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    Answered by chris_hills on May 14, 2013 at 10:46 AM

    Seems to be working at the moment.

    Very prompt and impressive support.


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    Answered by KadeJM on May 14, 2013 at 01:18 PM

    Hey Chris, on behalf of my colleagues that helped you. We're glad to hear that it's working for you again now and you're very welcome. The comment is much appreciated (thank you!) and if you have further issues with it just let us know. :)