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  • Profile Image

    cant open photos in our forms?

    Asked by Lostdogsmn on March 16, 2014 at 08:41 PM

    Hi today alone we've had two of our recent "found" dog report forms, where we cant open the photos. Here is the error we get

     

     

    This XML file does not appear to have any style information associated with it. The document tree is shown below.
     
    AccessDenied 
    Access Denied 
    6B5710D239C05A91 
     
    QnW1Zy+zuak5fVTGiNg44VkLx7Cxd8H5hGQ0fCGzuw9eKFQmDaeiiSu+f5bKrrQu
     
     
    Can you help us fix this issue or is this not a JF issue?
    Please reply with help to lostdogsmn@aol.com
    Tanks

    Page URL:
    https://www.facebook.com/LDoMN

    style xml height message
  • Profile Image

    Answered by Lostdogsmn on March 16, 2014 at 09:16 PM

    Now we cant open lost dogs photos either.. here is that error

     

     

    This XML file does not appear to have any style information associated with it. The document tree is shown below.
     <Error>
    <Code>AccessDenied</Code>
    <Message>Access Denied</Message>
    <RequestId>1B80EBA0E220BCEB</RequestId>
     <HostId>
    vSeH57G33dOLNDy9K6FIuZ0TobN1RoIUnBqsdS2qj5nVydcYSKynhgwymqpAdh7s
    </HostId>
    </Error>
  • Profile Image
    JotForm Support

    Answered by ashwin_d on March 17, 2014 at 05:04 AM

    Hello Lostdogsmn,

    I'm sorry for the trouble caused to you.

    Upon checking your last few submissions for "Clone of Found Dog Report" form, I was able to replicate the problem. When I tried to download the images, it gave me the same XML error you are getting. 

    I am reporting this to our back end team. They will take a look and get back to you.

    Thank you!

  • Profile Image
    JotForm Support

    Answered by liyam on March 18, 2014 at 11:57 AM

    We apologize for this inconvenience, Lostdogsmn.

    Upon checking the date of the submissions, it appears that the uploads happened at the time the server had an issue with file uploads. Fortunately, the issue was fixed on the same day that the problem was found. But unfortunately, these uploads where you're having access denied errors are not retrievable anymore.  You will need to get in touch with the people who uploaded your file to get another copy of the file.

    Please let us know if you have other questions or concerns.

    Thanks for your understanding and again we sincerely apologize for this inconvenience.

    -Liyam

  • Profile Image

    Answered by Lostdogsmn on March 18, 2014 at 09:00 PM
    Since we post forms for lost or found dogs, and its imperative to have a
    photo and be posted for our over 30,000 fans to see in a timely manner. We
    couldn't post much that day and who knows how many dogs werent reunited as a
    result.
    Can you credit our account for all forms that were submitted that day since
    they were essentially useless?



    ...
  • Profile Image
    JotForm Support

    Answered by ashwin_d on March 19, 2014 at 03:35 AM

    Hello Lostdogsmn,

    I'm sorry for the trouble caused to you.

    Do you mean to say that we reset your account's submission count by removing the count of submissions you received on that particular day?

    Upon checking your account, I found that your submission counts are in good shape currently. Get back to us if you are nearing your submission limits and we will request it to our superiors.

    Thank you!