Form submission: Unable to download/open files uploaded by applicant and displaying 404 error

  • Profile Image
    luxxel
    Asked on March 27, 2020 at 01:10 PM

    Hello team,

     

    I am unable to open/download some of the files uploaded by applicants.

    Here are few examples:

    *****

    ID: 4610786397017871420

    Link: https://www.jotform.com/uploads/luxxel/61153820576152/4610786397017871420/202008002946-01-0001.pdf

    Error: 404 Not Found (S3): /jufs/luxxel/61153820576152/4610786397017871420/202008002946-01-0001.pdf

    *****

    ID: 4609607693714211228

    Link: https://www.jotform.com/uploads/luxxel/61153820576152/4609607693714211228/LLC_Statement_of_Information.pdf

    Error: 404 Not Found (S3): /jufs/luxxel/61153820576152/4609607693714211228/LLC_Statement_of_Information.pdf

    *****

    ID: 4608158869416601757

    Link: https://www.jotform.com/uploads/luxxel/61153820576152/4608158869416601757/ViewFile.pdf

    Error: 404 Not Found (S3): /jufs/luxxel/61153820576152/4608158869416601757/ViewFile.pdf

    *****

    Please review and advise.

    Thank you.



  • Profile Image
    Kiran
    Answered on March 27, 2020 at 02:40 PM

    We are sorry for the inconvenience this may have caused. I have checked the submissions and the files uploaded to the submissions. The files uploaded are displaying 404 errors. I have tried reuploading the files from my end using the links that didn't work. I am forwarding the thread to our backend team for further investigation. Once we have any news in this regard, we'll let you know here.

    Thanks!

  • Profile Image
    luxxel
    Answered on March 31, 2020 at 12:58 PM

    Hello team,


    Checking in for an update.

    We are still experiencing same symptoms with some of the submissions.

    Thank you.

  • Profile Image
    Kiran
    Answered on March 31, 2020 at 02:06 PM

    We are sorry that we do not have any updates on the issue at the moment. As soon as we have news, we'll let you know on the thread. 

    Thank you for your patience and understanding. 

  • Profile Image
    luxxel
    Answered on April 02, 2020 at 02:02 PM

    Hello Kiran,

    Thank you for your response. We will wait for next update.

  • Profile Image
    luxxel
    Answered on April 13, 2020 at 01:15 PM

    Hello team,

    Please let me know if we have made a progress working towards a solution. Thank you.

  • Profile Image
    Kiran
    Answered on April 13, 2020 at 02:18 PM

    Unfortunately, there are no updates yet on this issue. Let me send a note to our backend team to check if there is any news. 

    We appreciate your patience and understanding. 

  • Profile Image
    luxxel
    Answered on April 14, 2020 at 12:16 PM

    Hi Kiran,

    Thank you for following up. Yes, please let me know what the dev team says.

  • Profile Image
    SebastianVanH
    Answered on April 14, 2020 at 01:09 PM

    Hi @luxxel, thanks for your continued patience and help in improving Jotform!

    Your feedback is critical and valued whilst moving forward with this ticket. The issue has been forwarded to our development team for further review.

    Upon their findings, we will be able to update you via this thread for any potential incoming news in regards to this bug.

    Again, thank you for your patience and understanding. If you have any more pending thoughts or concerns feel free to reach back out. We are always happy to help!

  • Profile Image
    luxxel
    Answered on May 01, 2020 at 12:14 AM

    Hello team,

    it has been more than a month since the problem was first reported. Is this actively being worked on? So far I have received zero updates and kept asked to wait. Please provide an update. Thank you.

  • Profile Image
    Vanessa_T
    Answered on May 01, 2020 at 01:04 AM

    Our apologies for such delay. Unfortunately, we still haven't got any response. As what we can see, this is already assigned to a developer and is marked as Important.

    Please note that we cannot give any timeframe/ETA since there are a couple of factors to consider which also includes our developer's workload.

    What I could do is to make a follow up on this. And what we could also assure is that you will be notified here once we get any update.

  • Profile Image
    luxxel
    Answered on May 11, 2020 at 05:13 PM

    Hello,

    At this point, to be completely honest with you, I am starting to wonder if your company takes customer service even seriously. We are paying for your services, and your service is broken. We bring the malfunction to your attention, and all you are telling me is to wait without any update on the progress, no timeline, absolutely nothing.

    I think it is fair to say that I have displayed sufficient patient.

    Can someone tell me if this is even going to get fixed? I don't want to waste your time and I definitely do not want to waste my time and money.

  • Profile Image
    gerardw
    Answered on May 11, 2020 at 07:57 PM

    We truly apologize for the inconvenience. Please do note that our developers are working on your issue. To check further, let me also escalate this to our Manager directly. 

    As soon as there is an update from our developers, we will inform you via this thread.

  • Profile Image
    Jim_R
    Answered on May 12, 2020 at 12:44 AM

    Hi @luxxel, I'm the Support Team Manager. Your ticket was brought to my attention so allow me to help. Please accept my apologies on behalf of everyone. It was never our attention to give you a runaround. We honestly can't give a timeframe on when this issue will be resolved. I understand it can be frustrating to constantly ask for updates while repeatedly getting the same kinds of replies.

    So, here's what I did to expedite the process:

    1. I increased the priority of your ticket.

    2. I got in touch with the developer assigned to your case.

    I'll keep an eye on the progress and will have the Support Team update you as soon as the issue is fixed.

  • Profile Image
    luxxel
    Answered on May 12, 2020 at 06:15 PM

    Hello Jim,

    I do appreciate the reply and doing something about it. That's really all I ask as a customer. Please help to continue monitoring this issue so that this bug can be resolved as soon as possible. Again, I appreciate getting back to us and your effort in helping us. Stay safe and have a great day.

  • Profile Image
    cemal
    Answered on June 18, 2020 at 06:19 AM

    Hello luxxel,

    We are really sorry for the inconvenience caused and late reply. Unfortunately, we are unable to provide you the files in the submissions that has missing files. Please kindly contact the form submitter for the files. However, we have confirmed the issue, found the main reason and by following the steps below you can prevent it to happen again.

    Upon our investigations, we have found the main reason why some files are not uploaded successfully alongside the submission data. Let me explain the problem first and suggesting a solution later.

    We have found that the uploaded files could not saved onto our servers if

    - Form has a file upload field that permits only one file to be uploaded

    - Form submitter uses an iOS device (iPhone, iPad, etc.)

    - The time between form submitter submits(clicks the Submit button) the form and she selects a file to upload for the file upload field is more than one minute (which is the case most of the times if your form is multi-paged or a long one).

    If these three cases happen at the same time, iOS device sends an empty file to our servers even though the user uploads a valid file. Hence we can not save the file on our side. As a note, this issue is not Jotform specific.

    The solution for the above-stated issue is a little change on your Jotform file upload field. Please follow the steps below:

    1592244721Screen Shot 2020-06-15 at 21.0

    1 - Click the FILE UPLOAD field to highlight it then click the GEAR icon to open its properties.

    2 - Go to the MULTIPLE tab.

    3 - Toggle MULTIPLE FILES to ON.

    4 - Toggle LIMIT NUMBER OF FILES to ON and set its value to 1.

    By completing the steps above, your form still permits only one file to be uploaded for the field but the way how file is uploaded is changed. And doing it so, prevents this issue to happen again. Also, you need to repeat these steps for all single file upload fields in your form.

    Your 2 of 3 submissions with missing files used an iOS device. We are still investigate the other one and will you let you know when have an update.

    Thanks for your understanding. Please let us know if you need any further assistance.

    Best regards,

    Cemal

  • Profile Image
    luxxel
    Answered on June 18, 2020 at 05:23 PM

    Hello Cemal,


    THANK YOU very much for the explanation. I have implemented suggested solution. Please let me know if you have further remedies. Have a great day.