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    "Once in a blue moon" the files uploaded to the form show error when trying to download them

    Asked by inetblue on May 05, 2015 at 12:52 PM

    Every blue moon we have customers that try to use our form to upload files and majority time they work fine.  We even use the drop box integrations.  But every blue moon we get the email and when we click the link to download the attachments we get an error page (view attached screenshot).  Then I check my dropbox and it only has the PDF of the form but no attachments.  Please advise so I know if this is a bug.

    Page URL:

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    Answered by Ben on May 05, 2015 at 01:59 PM

    I am familiar with the error.

    The reason it happens is because people can sometimes upload the file while being on a mobile connection or while moving around so the signal can often get broken at times and when that happens, the file is not properly uploaded.

    Do go to your Submissions Panel and flag all submissions that have this issue and we will try to re-upload the files for you.

    This is possible since we have 2 stages of upload - uploading the files to the closest server to the person filling out the form and then the second one where this server actually uploads the file to our own server.

    Every once and a while (read very very rarely) it can happen that the issue is not with the users connection, but that the server #1 did not send the file to server #2 so this happens - in that case we can restore your file.

    If the first one happened - signal broke, then they would need to re-upload the file.

    Do let us know once you flag all of the submissions in your Submissions Panel and we will try to re-upload them.

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    Answered by inetblue on May 05, 2015 at 02:27 PM

    Thanks for the response. I just flagged the submissions.  Let me know if you were able to restore it or not.  If not I will assume that the signal broke between the user and the first server.  If you are able to restore it then I would assume that the (very rare case) server 2 did not get the file from server 1.  let me know.  Thanks!

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    Answered by Ben on May 05, 2015 at 03:23 PM

    I have tried to re-upload the file and it does not seem to work, so the most likely case is that the signal broke while the file was uploading.Since this usually happens with very big files, I will raise this to our team with access to our backend servers to check it out further for you, but the quickest thing would be to contact the person that uploaded the file to submit it to you once again.My colleagues will update you through this thread if they can find the file or see more details about what happened.

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    Answered by inetblue on May 05, 2015 at 03:55 PM

    Thanks for your help and reply.

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    JotForm Support

    Answered by liyam on May 06, 2015 at 11:41 PM


    I have tried looking for the file, unfortunately it can't be found. It's possible that the file actually failed to transmit properly by the uploader. One of the reasons may be due to an intermittent intenet connection at the time when the file was being uploaded causing the file to be prematurely cut off on transit.

    What I can recommend to you for now is to contact the person who made the submission and request from him the file again.

    Please do let us know if you continue to experience problems such as this.