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    Form Uploads are giving errors - access denied

    Asked by ICFforms on July 23, 2014 at 01:26 PM

    Hello,

    When we try to open uploads that are submitted on our forms, we are getting the attached error.  If you could take a look at this as soon as possible, we would really appreciate it.  We are at a stand still in processing these forms until this is corrected.

     

    Some of my co-workers are able to open their PDF files on the credentialing forms that we have but I am not able to open any of the documents for our program applications.

     

    This is the program form that I am looking at and reviewing submissions for: https://secure.jotformpro.com/form/30715229903957

     

    This is the form that my co-worker was able to open PDF's: https://secure.jotformpro.com/form/41244952915962

     

    Thank you,

    Emily - ICF

    Screenshot
    uploads Submissions hello secure.
  • Profile Image
    JotForm Support

    Answered by Kiran on July 23, 2014 at 03:06 PM

    We are sorry for the inconvenience this may have caused you. I am able to reproduce this issue at my end. But, the issue seems to be only from 2014-07-09 since I am unable to reproduce before this date. You should be able to download the attachments prior this date.

     

    Please let us know if you have made any changes to the account like changing of account name or change of submission URL, etc around this date. This would help us in investigating the issue much better. However, I am also forwarding this issue to next level to best resolve the issue. Once we have an update on this issue, we'll keep you posted through this thread.

    Please let us know if you have any information or questions in this regard.

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    Answered by ICFforms on July 23, 2014 at 03:19 PM

    Hello,

    Thank you for your reply.  We have not made any changes to the account or the URL.  We have made minor edits to various forms, created new forms and cloned some others but nothing has been changed for the forms that we are seeing this error with.

     

    When I look at the submissions, I am showing that the ones following 07/09/2014 are also not populating the uploads either.

     

    Do you happen to know or can give me an ETA on how long it will take to get this investigated?  We are kind of at a stand still for the moment with reviewing these forms.  Although it isn't an issue right now, if it lasts more than a day or so, it will cause some issues.

     

    I appreciate you looking into this.

     

    Thank you,

    Emily - ICF

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    JotForm Support

    Answered by david on July 23, 2014 at 04:29 PM

    Hi,

    I checked your forms submissions and I am able to replicate your issue.  It seems the files older than the date you stated are indeed working but most of the newer ones are not and return the error message you posted.  I tried re-uploading these files and this did not fix your issue.  My colleague has indeed opened a bug ticket but I do not have an exact time frame on when we will have a resolution.  Usually we are able to within a day or so.

    Thank you for your patience

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    JotForm Support

    Answered by liyam on July 24, 2014 at 05:07 AM

    Hello Emily,

    There was a glitch on forms with file upload fields that were using sessions.  I have fixed this two days ago. Unfortunately, I could not retrieve the files which failed to upload to the servers.  What I recommend for now is to please contact again the people who sent the files. 

    If you have further questions or concerns, please do let us know.

    We sincerely apologize for this inconvenience and we hope for your understanding on this matter.