What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    Uploaded Docs are returning error message

    Asked by orbs on July 08, 2014 at 03:37 PM

    Hello,

     

    When I try to access PDF or DOC files that users of my form have uploaded, I get errors:

     

    <Error>
    <Code>AccessDenied</Code>
    <Message>Access Denied</Message>
    <RequestId>6EFE8B704541A02C</RequestId>
    <HostId>
    YXMFaGuykY8FfA5qh+0mitCUxyA2RiyUlC3F2fOmCPRgWPoa2Y7Gj2zKu5SsdD/c
    </HostId>
    </Error>
    Page URL:
    https://s3.amazonaws.com/jufs/orbs/21228615041948/266508624981765384/T<br/>ranscripts1.pdf

    message content collapsible div
  • Profile Image
    JotForm Support

    Answered by david on July 08, 2014 at 04:55 PM

    Hi,

    What normally causes the error is when a file:

    1. Has not been transmitted successfully due to connection issues on the form user's side

    2. Or when the uploaded file was previously corrupted

    3. When there are script errors on the form that would prevent the file validation.

    Your form appears to be working correctly and you have received submissions with uploads attached. If your form is embedded into a page, please send us a link so we can check that too.  Check the email log of the submission also, if there pdf linked there works and the ones in your submission inbox don't, then the issue is on our end.  I also submitted a bug ticket regarding this so our development team can have a look just in case.  Please let us know if you have any other questions or concerns and we will be happy to help.

    Thank you for using Jotform!

  • Profile Image

    Answered by orbs on July 08, 2014 at 05:22 PM

    Thanks David,

     

    I expect this is a problem from the users' end as the failure are exclusively from Puerto Rico. I am able to request the small number of users send me these uploads directly to solve the problem.

     

    Thanks for the really fast reply.

     

    Jon

  • Profile Image

    Answered by orbs on July 08, 2014 at 05:29 PM

    David - A follow up. My thinking was incorrect as I just received a new submission from Michigan and it has the same problem. So the last three (most recent) submissions have all had this problem and  I only get the error on both the notification email and on the submission inbox.

    It is more likely that the students are thinking the upload is complete when it has not finished and they are moving on to the next page before they should. I will modify my form instructions to try and avoid this problem. 

  • Profile Image
    JotForm Support

    Answered by david on July 08, 2014 at 06:54 PM

    Hi Jon,

    I have submitted a bug ticket as it seems more than one user is having trouble with the uploads.  There is also a bit of lag time between when a submission is placed and the files are available for download from our amazon cloud.  Try downloading the submissions again later as this might fix it.  If you believe your users are not waiting until the upload finishes, you can enable "Allow Multiple" in your file upload setting, there will be a status bar below the upload to let the user know their progress:

    http://www.jotform.com/answers/264023-How-to-upload-multiple-file-from-one-file-upload-question

    Keep us updated if you continue to have problems and we will get back to you as soon as we can.

  • Profile Image

    Answered by orbs on July 08, 2014 at 07:23 PM

    David - thanks very much. I'll try your suggestions re: multiple.

     

    I don't think it is a timing issue as the most recent uploaded form files were initially giving me an error and now do not, but two from Puerto Rico from before that are still giving the errors.

     

    Jon

  • Profile Image
    JotForm Support

    Answered by ashwin_d on July 08, 2014 at 10:35 PM

    Hello Jon,

    I'm sorry for the trouble caused to you. I did try to recover the uploaded files but unable to do so. 

    My colleague have already created a bug report and sent it to our back end team. We will update you here.

    Thank you!

  • Profile Image
    JotForm Support

    Answered by liyam on July 13, 2014 at 09:03 PM

    We apologize for this inconvenience, orbs.

    I've tried to check the file submission, unfortunately I can't find the file.  I'm suspecting that the file may have corrupted in transit which may have caused this issue.  What I can recommend to you for now is ask the form user to do another submission again for you to be able to receive the file. 

    Should you have other questions or concerns, please do let us know.

    Thanks.