Submissions: Uploaded file is missing

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    ambelton12
    Asked on February 26, 2021 at 11:41 PM

    I submitted a form today containing 5 attachments, but when I received the email confirmation containing the PDF version of my submission, only 4 attachments were visible. Will the form owner be able to see all 5 attachments?

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    jonathan
    Answered on February 27, 2021 at 06:45 AM

    We apologize for inconvenience. But can you please share to us first the URL link of the form that have the issue.

    I checked your account/username ambelton12 but I found that there was no form under the account at this time.

    We need to know the form to properly check on the issue.


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    Welvin
    Answered on February 27, 2021 at 11:53 AM

    We apologize for the inconvenience.

    On your other ticket, you provided a link to your previous session. There, you have the file on the Verification of Primary Residency Two field. Isn't that supposed to be your submission? You seem to have created multiple sessions, and then submitted the last one where the file is not selected. Kindly check and let us know if that's the same session or not.

    Thanks

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    ambelton12
    Answered on February 27, 2021 at 12:02 PM

    Yes, the file uploaded under Verification of Primary Residency Two should be included in the final submission. This was a required field and I would not be able to move on to page 4 without uploading this document. So I'm not understanding how the form could have been submitted without information in this required field. I can't check any of the sessions as all the information has now been completely erased.

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    Welvin
    Answered on February 27, 2021 at 02:25 PM

    Verification of PRIMARY residency TWO is not a required field in the form. Anyway, I would suggest contacting the owner of the form to provide you the edit link so that you can attach the file.

    Thanks

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    ambelton12
    Answered on February 27, 2021 at 02:34 PM

    1614454470_603a9ec639d35_Screenshot_2021

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    loyolabunny
    Answered on February 27, 2021 at 02:35 PM

    I’m having the same issue, and it is in fact required. I’m not understanding why all of the tech support are saying it is not a required field. 1614453992_603a9ce8df169_B74495DA-08E0-4

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    ambelton12
    Answered on February 27, 2021 at 02:40 PM

    Agreed! The best answer that I've received so far is that the organization possibly forgot to have this field included in the recap email that was sent to us. And since there are multiple people experiencing the exact same issue with the exact same field on the exact same form, this issue is not with us. It is with the form and/or it's settings.

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    loyolabunny
    Answered on February 27, 2021 at 02:44 PM

    Exactly! If they took a look at the tickets coming in, they will see the common issue the end users are experiencing with the application. That will then most likely tell them this is a system error and not a user error. I submitted multiple tickets until someone was able to have the sense to forward my issue to the back end developers. I am waiting for an update now. I’m a front end developer myself so I know how this works. It’s just frustrating that tech support provides no information other than to “contact the form owner”. That’s not best practice as far as resolving your clients issues.

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    ambelton12
    Answered on February 27, 2021 at 03:48 PM

    I'm so happy to hear that you were able to get someone to really look into this. I'll be following!

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    loyolabunny
    Answered on February 27, 2021 at 03:59 PM

    Yes, I’ll keep you posted if I hear anything. Hopefully the organization will take this issue into consideration. I would also email the organization as well, that way they can see a pattern and realize multiple applicants are having the same issue. You would think that Jotform would send them an email letting them know there is an issue with their form. But I was basically brushed off and was told to just forward the tech support emails to them myself. So there’s that.

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    ambelton12
    Answered on February 27, 2021 at 04:03 PM

    That is exactly what I did. I hope everyone experiencing this issue contacts the organization as well.

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    Niko_N
    Answered on February 28, 2021 at 03:01 AM

    Greetings,

    We apologize for the inconvenience.

    Please allow me some time to check this issue. I'll get back to you as soon as possible.

    Thank you!

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    Niko_N
    Answered on February 28, 2021 at 03:20 AM

    Thanks for your patience!

    I have forwarded this problem to our Developers. As soon as we hear back from them, we will let you know.

    Meanwhile, can you please confirm, the missing uploaded file was Morgage Statement.pdf?

    Thank you for your patience.

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    ambelton12
    Answered on February 28, 2021 at 08:32 AM

    Yes, that's the missing document. Thank you.

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    Niko_N
    Answered on February 28, 2021 at 09:47 AM

    Thanks for the confirmation. I've successfully escalated the issue to our developers.

    Meanwhile, you may inform the owner of that form that your uploaded document can be accessed (including missing one) if they will check uploaded files by following this guide below:

    How to Download the Submission Files

    Thank you!