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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

    No attachments can be downloaded

    Asked by NWPC on July 21, 2014 at 01:49 PM

    I used to be able to download the attachments people included with their submissions forms on our form, but all of a sudden I am unable to download any of them. When I try to download, a new tab opens with the message below. Please help!!

     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>44A9AA1C2E3CD14E</RequestId>
    <HostId>
    XsUIMg8dUuaxOH11AvBiPWqLqOBrmnqV6JSx5NVhLNperGZBPXGzxE74QxXCUoUy
    </HostId>
    </Error>
     
    Page URL:
    http://www.jotform.com/submissions/31467517080150

    Submissions style size xml
  • Profile Image
    JotForm Support

    Answered by david on July 21, 2014 at 02:26 PM

    Hi,

    I checked your form and was able to download submissions without issue:

    This issue is caused by a number of factors:

    1. Broken connection from the form user's end

    2. Broken connection from the server where the form is embedded

    3. Corrupt files uploaded

    4. Interrupted upload due to network issues 

    If you still are unable to download any of your attachments, let us know a specific submission and download that are not working for you and we will be happy to take another look.

    Thank you for using Jotform!

  • Profile Image

    Answered by NWPC on July 21, 2014 at 02:35 PM

    Nope, it is still not working for me. I cannot download any attachments and I think it's unlikely that they are all corrupted files. For example, this attached PDF:

     

    http://www.jotform.com/submissions/31467517080150

     

    https://s3.amazonaws.com/jufs/NWPC/31467517080150/269974499855674270/TexasRebelMoreSept13.pdf

  • Profile Image
    JotForm Support

    Answered by david on July 21, 2014 at 03:07 PM

    Hi,

    It appears that only your submissions after 07/01/2014 are currently working.  Anything before that date does not.  I have created a bug ticket to see if our developers are able to find a resolution for you. We will update you in this thread when we know what is causing this.  Thank you for your patience. 

  • Profile Image

    Answered by NWPC on July 21, 2014 at 03:09 PM

    That would explain it. Thank you, because I will definitely need access to all of those attachments. Please keep me updated.

  • Profile Image
    JotForm Support

    Answered by david on July 21, 2014 at 03:17 PM

    Will do, sorry again about this, hopefully we will have something for you soon.

  • Profile Image
    JotForm Support

    Answered by liyam on July 22, 2014 at 03:03 AM

    Hello NWPC,

    I tried to search for the files in issue, unfortunately I could not find it. To be able to be clear on this matter, were you able to download the files such as this before?

    https://s3.amazonaws.com/jufs/NWPC/31467517080150/269974499855674270/TexasRebelMoreSept13.pdf

    Looking forward to your response.

    Thanks.

  • Profile Image

    Answered by NWPC on July 22, 2014 at 08:05 AM

    Yes, we were previously able to access all the attachments in our submissions. 

     

    We had people pay $125 per submission, so if I cannot download these attachments that is going to be a major problem. Jotform is a service that I pay for in order for it to be reliable, so this malfunction is unacceptable. Please help me.

  • Profile Image
    JotForm Support

    Answered by liyam on July 22, 2014 at 08:34 AM

    Thanks for this confirmation, NWPC.  We'll look into this furher and let you know as soon as we have updates.

    Thanks for your patience and we apologize for this inconvenience.

  • Profile Image
    JotForm Support

    Answered by liyam on July 22, 2014 at 10:05 AM

    Hello again, NWPC.  Our Chief Technology Officer looked into your case.  He found that the uploaded files are under a different username. I just could not find any thread or discussion from which the form was requested to be moved from bettinamiriam to NWPC.

    However, you can download the said files by changing the username from NWPC to bettinamiriam for those submissions before 07/02/2014:

    Example:
    https://s3.amazonaws.com/jufs/NWPC/31467517080150/269974499855674270/TexasRebelMoreSept13.pdf

    change NWPC to:
    https://s3.amazonaws.com/jufs/bettinamiriam/31467517080150/269974499855674270/TexasRebelMoreSept13.pdf

    Please let us know if you have further questions on this matter.

    Thanks.