Unable to get my customer's uploaded photo

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The above message is recieved instead of the usual customer uploaded image and I am current with my payments to JotForm. What is the problem?

I checked your account and it is active and in accordance with the plan limits.

I did a test submission  with success:

I could also download an excel report and download uploaded files. Are you facing this situation with all the files or with one in specific? Is there a specific file extension (jpg, pdf, png,...) that is causing this difficulty? 

When you receive your email notification are you able to download the file from the link?

I kindly ask you to clear your browser's cache to see if it solves.

Thank you for helping us understanding better this situation.