Attached and uploaded files are not viewable - getting an access denied error

  • Profile Image
    CapitolParkNannies
    Asked on January 01, 2015 at 11:01 PM
    I have had several resume/cover letter submissions submitted and the attached files can't be downloaded either by email or through the website. Can you please help. THANKS!

    Below is the error I get when trying to view the attachments.


    This XML file does not appear to have any style information associated with it. The document tree is shown below.

     
    AccessDenied
    Access Denied
    27E1439BEFA0AAD9
     
    4AWihcPxbGplWwV4KSe4JTwqY+PYeIjRl/uUq6S7E18mgkFAd9eyZoAOlTFqKmG/Chay8TFstlQ=
     
     
  • Profile Image
    TitusN
    Answered on January 02, 2015 at 05:25 AM

    Hello, 

    I did a quick check on your form from our admin end - http://www.jotform.us/form/42605218116144

    I see what you mean - some of the submissions uploads are not accessible - I found that the error appears on the following submissions: 

    Submission IDs: 

    295956569373878006

    295970560376484049

    295979303569110028

    295985456842635540

    295986656412236138

    This might be related to an issue we had with the upload field (which you have on your form for attaching documents)

    I'm setting your thread to private to protect your information, then escalating the issue to Level 2 Support who will take a careful look and advice. 

    Thank you for your patience. 

  • Profile Image
    liyam
    Answered on January 02, 2015 at 03:07 PM

    Upon checking the submissions that were affected, the file submissions happened at the time when there was an error with the server yesterday.  This affected the file upload submissions resulting to not get received by the system. As a result, you encountered the error which you reported.

    Unfortunately, we cannot retrieve the files. So what I can recommend for you is to request from the form users to do their submission again. However, rest assured that we have already fixed this problem and you will no longer encounter this error.

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

    Thank you for your understanding and we sincerely apologize on this matter.