We are downloading individual files and your system simply is pausing and bogging down.

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    Dgcasting
    Asked on December 05, 2020 at 04:43 PM

    You have to find a solution. We are downloading individual files and your system simply is pausing and bogging down. It's gotten so bad we now have to look for alternatives to you company.

    Is this what you want? We pay a premium for your service but you are not able to deliver.

    A business can't work this way especially without being able to TALK to someone.


    Please help.

    Paul Berntein

    212-598-2344

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    ashwin_d
    Answered on December 06, 2020 at 01:24 AM

    I am sorry for the trouble caused to you. Do you mean to say that you are unable to download the files uploaded? I did check your form and found that each submission has multiple uploaded files. Are you not even able to download these files successfully and the download fails?

    I did test this issue in one of my own form and did not find any issue with the downloads. I was able to download the file without any problem.

    Can I try to download a few uploaded files from your form's submission? We will wait for your response.

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    Dgcasting
    Answered on December 06, 2020 at 07:33 AM
    It is a random occurrence. There is no pattern to it at all. We have a 1000
    mbps internet. We can download individual files in seconds and then
    suddenly your system pauses and one file will taken minutes to connect and
    then finally the download occurs. Then for the next 10 minutes or so. All
    files take forever. Then it’s back to normal.
    ...
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    ashwin_d
    Answered on December 06, 2020 at 09:01 AM

    I hear your concern and let me escalate it to our backend team to investigate the issue.

    We will get back to you as soon as we have any update from them.

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    Dgcasting
    Answered on December 06, 2020 at 12:44 PM
    Please. Heck your system resources and activity. 12:33 pm today Eastern
    time. The system is pausing again.
    ...
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    Dgcasting
    Answered on December 06, 2020 at 12:55 PM
    12:50 pm. Is pausing even longer now.
    ...
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    Dgcasting
    Answered on December 06, 2020 at 01:55 PM
    It’s 1:47 pm. The system has bogged down again
    ...
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    Dgcasting
    Answered on December 06, 2020 at 03:22 PM
    It’s now 3:18 and it’s delaying again.
    ...
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    Dgcasting
    Answered on December 06, 2020 at 07:11 PM
    It’s now 7:03 PM. It takes over five minutes for one simple 1.78 kB file
    photo file to download. We click on it and wait and wait and wait and
    finally it downloads we go and click on the next and wait and wait and
    wait. Something is definitely wrong with your system it Hass to be
    resolved. We can’t do business this way. What are you doing about it? I
    wish somebody would call me 212-598-2344.
    ...
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    Zahra_S
    Answered on December 06, 2020 at 08:23 PM

    Hello Paul,

    We apologize for the inconvenience and the trouble it has caused you.

    As my colleague said, this issue has been escalated to our backend team. It is marked as Important, and they are working on it. You will soon get a response from them on this thread.

    Jotform doesn't offer phone support because the kind of support we offer requires screenshots, videos, links. Call support isn't ideal for this purpose.

    Once again, we really apologize for the trouble. We care about you and constantly work to improve your experience. I hope that you understand.

    You will get an update from our backend team soon.


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    Dgcasting
    Answered on December 06, 2020 at 09:22 PM
    Have a phone conversation to describe this is a key tool in resolving it.
    Thank you,
    paul
    ...