Required file attachments are showing as blank in Tables.

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    Sunnova2018
    Asked on January 05, 2022 at 09:09 PM

    Hi team,

    I just started experiencing a significant problem today with this form regarding attachments not coming through.

    The form linked below has several required attachments (I love this feature and it's one of the reasons our team switched our applications to Jotform). It's impossible to submit the Jotform without all of the mandatory attachments.

    However, as you can see from the screenshot attached, the last two submissions did NOT include any attachments at all. I don't know where the attachments are going and this is a big problem for our business. If you could please look into a solution ASAP that would be much appreciated.

    Thank you in advance for your attention to this matter! I love Jotform otherwise and hope this can be resolved quickly.


  • Profile Image
    Laura_L
    Answered on January 05, 2022 at 10:29 PM

    Hi,

    We sincerely apologize for the inconvenience caused to you.

    I can also see that the file attachments are not shown in the Tables, even when some of the file attachment fields are required on the form.

    Before we escalate this to our developers, would you allow us to make a test submission on the form?

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    Sunnova2018
    Answered on January 06, 2022 at 01:12 AM

    No problem, yes please go ahead with whatever you need to do to troubleshoot! Thank you for the quick response.

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    Sheena_M
    Answered on January 06, 2022 at 02:02 AM

    Hi there,

    I tried to create a test submission and I can see the pdf files were successfully attached.

    (Except for the License Documents since it will only show if I clicked on Yes to "Does your organization have an in-house contractor's license?")

    Can you please provide us the Submissions ID involved in this issue so we can further take a look in this?

    Guide: Where to Find the Submission ID?

    We look forward to hear from you.

    Warmest,

    Sheena

  • Profile Image
    Sunnova2018
    Answered on January 06, 2022 at 02:18 AM

    Hi Sheena,

    That's great that you were able to do a test successfully. Here are the submission IDs that were problematic earlier:

    5172432737785978239

    5172393529769391062

  • Profile Image
    Christian_A
    Answered on January 06, 2022 at 03:06 AM

    Hi!

    Thank you for the additional information. I reviewed the table again and required File Upload fields are indeed empty, endusers were able to submit the form with empty required field.

    I am raising this to our developers for investigation. We're unable to provide a time window as to the resolution but you will be notified through this thread as soon as an update is available.

    Thank you for your patience!

  • Profile Image
    Sunnova2018
    Answered on January 06, 2022 at 12:06 PM

    Thank you for confirming that. I also wanted to clarify that when filling out the form, an attachment was provided but it seems to have disappeared.

  • Profile Image
    Harvey_N
    Answered on January 06, 2022 at 12:44 PM

    Hello,

    Thank you very much for the clarification.

    We will be adding this to the escalated ticket to our developers. We will update you on this thread as soon as we have an update on your concern.

    We highly appreciate your patience and understanding.

  • Profile Image
    Sunnova2018
    Answered on January 19, 2022 at 10:46 AM

    Hi there, I wanted to follow up on this request. Is there any update you can share? This is really impacting our business and ability to use Jotform successfully.

  • Profile Image
    Gilbert_P
    Answered on January 19, 2022 at 11:19 AM

    Hello,

    We do apologize for any inconvenience this has caused you and your business. Unfortunately, we haven't received an update yet from our back-end team. However, I made a new follow-up with them noting the urgency of this issue. Rest assured that we'll notify you here as soon as we receive any updates from them.

    We thank you for your patience and understanding.