Problems with retrieving PDF documents

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    Asked on May 14, 2013 at 07:00 AM

    Sorry that I open a new issue for this recurring problem, but the issues are not sorted in  "Asked questions" so I do not see your reactions immediately...

    This is thus the continuation of a problem I signaled in Februari, related to a problem with Amazon, where files with spaces in their title could not be retrieved.

    The following error occurs very often now:

    <Error><Code>AccessDenied</Code><Message>Access Denied</Message><RequestId>339BC8E0CD2CC50A</RequestId><HostId>FSYIpatEymhjD1wNSuYFZwmD05aJNO0hkUlH4f/8TfREB++bVVFQ6LCCLNoBiLiq</HostId></Error>


    This is a very serious problem for us and this must find a quick solution. We will be obliged to stop wroking with Jotform and find another solution for our incoming forms.


    The tricky thing is that all of them are OK if you open them from the database. But opening them from the mail (and our people work from the mail of course) results in an error.

    This is exactly what happened a few weeks ago, and Jotform found a kind of work around at this itme, replacing the spaces by underscores.

    This problem gives us very much work to dind out and to reroute the documents to the right service within our organization, taht people seriously think to abandon the use of Jotform.

    Please come with a quick solution for this.


    Best regards,



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    Answered on May 14, 2013 at 07:53 AM

    Hi Jean-Marie

    We're sorry to hear that this issue keeps recurring. Since you mentioned that the links work okay from the database, perhaps the best workaround you can use while we get this sorted out would be to share the form's submissions with your colleagues. (Please see this guide.) The problem with this workaround is that all of your colleagues would see all of the submissions. (I noticed that you have conditional emails setup.)

    There's another possible solution. I doubt it would work but it's worth a try: Instead of using the the customized URL ( try using and let us know if it makes any difference.

    In the meantime, I've submitted the ticket for you.

    Our apologies for the continued inconvenience.

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    Answered on May 15, 2013 at 09:33 AM

    We apologize for this, Jean-Marie.  I have just made a fix to this problem yesterday and today so this won't happen anymore on your next coming email alerts.

    If you continue to experience problems with your links to files on your email alerts, please do let us know.


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    Answered on May 16, 2013 at 02:05 AM

    Thank you very much for this fix.

    I'll keep you informed if it happens again. We used the work around you provided us (giving limited access to users) and this helped us a lot.


    Best regards,



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    Answered on July 19, 2013 at 10:17 AM

    I'm having this same issue, and just like the person above, this is critical and we need a quick fix.

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    Answered on July 19, 2013 at 01:55 PM

    As I said in another thread that you posted, I request you to please open a new thread about your issue.

    Thank you.