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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.

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

    Asked by CapitolParkNannies 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.

    Access Denied
    Page URL:

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    JotForm Support

    Answered by TitusN on January 02, 2015 at 05:25 AM


    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: 






    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. 

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    JotForm Support

    Answered by liyam 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.