Problems with PDF uploads

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    shortprinter
    Asked on January 07, 2014 at 03:55 PM

    We just switched our main uploader over to a Jotform form, and it's been a fairly smooth transition, but we've had this happen a few times. When we click on the link in the notification we get an error message. I've attached the error message. The first time I clicked on the link I got a different message from the cloud service you guys are using showing me that everything was fine with me, fine with them, but Jotform was the problem (Cloudshare maybe? I can't remember the name of it). I haven't been able to get that message to show up again, however. This has happened on 5-10% of our submissions so far.

  • Profile Image
    TitusN
    Answered on January 07, 2014 at 04:13 PM

    Hello, 

    Thank you for contacting us. 

    That error is related to a loss of integrity of the file uploaded. 

    This is in relation to browsers, the state of the file as it was being uploaded, or even the quality of the connection the form users have - as such, it can be hard to avoid. 

    The best transferrable way for documents is PDF over the web in maintaining structural integrity. 

    However, we would like to investigate the matter further

    Please provide the submission number of one of the uploads with this error, and we will take a closer look. 

    Thank you for your patience. 

     

     

  • Profile Image
    shortprinter
    Answered on January 07, 2014 at 04:25 PM

    Here is the submission ID of the latest one:

    254934094666656581
    Please let me know what you find out or if you need anything else.
    Thanks.
  • Profile Image
    TitusN
    Answered on January 07, 2014 at 05:04 PM

    Thank you for that update. 

     I checked the link and confirmed that the file is indeed broken. 

    When an upload session is started, browsers and storage servers communicate by exchanging xml information about the file that is being uploaded - The size, the extention (mime type) among other technical details. 

    If this process is broken, then the xml file is all that is left, which means the file, due to some reason (some listed in my first response), was never uploaded. 

    Unfortulately, there is little we can do about this. The best option would be to ask the client to re-submit their upload as it was not transmitted cleanly. 

    Possible Solution

    As an added measure, please consider integrating your form with Dropbox and/or Google Drive, it might present some fall-back options in uploaded file storage, but everything is still dependent on the form user.

    I hope this helps. Please let us know how we can assist further.