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    A red X icon is showing up on the submissions screen even though the file was uploaded correctly

    Asked by Morningstarfs on June 02, 2015 at 02:59 PM

    We are having an intermittent problem with some file uploads showing up as red x's instead of the link to download the file. The file isn't breaking any of the rules we have set up for file size or type and will go through on the copy of the e-mail that goes to the person that filled out the form but not to us. Here is the form we're having an issue with: http://form.jotformpro.com/form/42085915579971

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    Answered by raul on June 02, 2015 at 04:06 PM

    I'm sorry, but I don't understand your inquiry.

    You're saying that you receive a red X mark in your email notification for some uploaded files, but your submitter receive the link correctly? Or you meant something else?

    I've checked the submission from your form, but I was not able to see that mark so I'm assuming that you're referring to the email notifications. If possible, please provide a screenshot of what you're seeing on your side so we can better understand the problem.

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    Answered by Morningstarfs on June 02, 2015 at 04:49 PM

    I had to redact a bunch of info because of HIPAA concerns but the issue isn't blacked out. The first image is the e-mail that we received which has the one file attached and the red x showing up where the second file should be. The second photo is the copy that the person that filled it out recieved, which has both files attached.






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    Answered by raul on June 02, 2015 at 05:50 PM

    Have you tried clearing your browser's cache? Also can you let us know which browser/version are you using to see your submissions screen?

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    Answered by Morningstarfs on June 02, 2015 at 07:32 PM

    I don't know what browser these people are using to fill out the form but it seems like the problem is more in the form or in the way the e-mails are getting handled. People can upload the documents without problems, the problem comes in when they submit the form.


    The form submits fine, two copies of the form get e-mailed out, one to us and one to the address they enter into a field. Sometimes when we get our version of the e-mail there is an attachment missing, everything else on the form sees to be fine. The copy that goes to the e-mail address inputted into the box on the form goes through fine with both links.

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    JotForm Support

    Answered by Charlie on June 02, 2015 at 10:50 PM


    This is because you set the #2 question to show the file as an image. 


    You see you're  using {IMG:2Upload}, the "IMG" identifies it that all the file upload there will be images so you can see a thumbnail or preview of that file in your email. But because the file in the #2 question is a .PDF file, it will not display any thumbnail or image on your email. That is why it shows an "x" mark on it.

    I hope this helps.