I cannot view any pictures in my submissions

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    carnevaligeorgie
    Asked on February 18, 2021 at 11:55 PM

    Hi, it seems lately I cannot view any of the pictures people uploaded into their submissions. This is quite a problem seeing that I use this for work, and I really need to access those pictures ASAP... and regardless, I also use jotform for my release forms, so I cannot see anyone's ID pictures as well. This is on every form of mine, not just one.. When these people first submitted their forms, I saw the photos and everything worked fine, so I know that they actually did submit photos. Now I can't see any of the same photos at all. I've tried on my phone app, phone browser, iPad app, iPad browser, and computer browser. Still nothing.

    Screenshot
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    gerardw
    Answered on February 19, 2021 at 03:47 AM

    I can see that these images are linked to the File Uploader by Uploadcare widget on your form.

    But the Public key is missing on these widgets on the form:

    1613724411_602f7afbdf782_1902_12.png

    Please add the public key, save the widget and then check the photos on your submission page.

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    carnevaligeorgie
    Answered on February 19, 2021 at 01:16 PM

    I added the key, and for some reason I still can't see the photos. When I click on one of those blank photo thumbnails when I look at the submission, it says "choose images" and asks me to upload a file? Im so confused, this is on the submission, not me trying to fill out a form myself. 1613758584_603000788e28e_Screenshot_2021

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    Welvin
    Answered on February 19, 2021 at 06:04 PM

    Unfortunately, the blank image canvass means no image was submitted or the image failed to upload due to a missing key in the widget settings. It's also possible to skip the widgets since they are not required.

    If there's an image, it is displayed in the tables like the following:

    1613775591_603042e7b20f0_

    I tried checking your logs, but I cannot find this form there. You seem to have failed to add a notification to this form previously. I'm sorry, but there's no other way other than reaching out to the submitters to re-submit their form with the image/file required. You can send them the edit link.

    So, the base URL of the edit link is https://www.jotform.com/edit/. Append the Submission ID at the end of the URL.

    Guide to find the submission ID: https://www.jotform.com/help/549-Where-to-Find-the-Submission-ID.

    Thanks

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    Welvin
    Answered on February 19, 2021 at 06:12 PM

    I'm sorry, if you think the widget was set up properly before, the files should be present on your Uploadcare account. Have you already check them there? Here's an example of the test I sent on our UploadCare account:


    1613776360_603045e833ec8_