File Upload: the file attachment we recieved through a form is throwing a 404 error

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    Asked on May 01, 2020 at 10:43 AM
    An attachment we received through a form is throwing a 404 error:
    404 Not Found (S3): /jufs/CarX/71774538296167/4641118288203279329/Kaleb-Munn.pdf
    We've tested other pdf attachments and they open fine. Do you have any ideas what the issue is?
    Thank you,
    Taylor Johnson
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    Answered on May 01, 2020 at 11:04 AM

    I also cannot get it to download. It seems to be missing. 

    I have escalated this ticket to our backend team to see if they can find the file and make it available for download. Once we have an update, you will be informed here.

    In the meantime, ask the user to send you the file by email manually. Please keep the submission available in the submissions page, so our backend team can check. 

    Thank you.

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    Answered on June 16, 2020 at 04:48 AM

    Hello Taylor,

    Sorry for the inconvenience caused. 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).

    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.

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

    Best regards,