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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.


  • Profile Image

    "Access Denied" error shown when trying to download uploaded files

    Asked by RandallHodges on August 06, 2015 at 12:19 PM

    My form requires an attachment to submit. About a half dozen of my responses have an error when I click on the link to the file, indication it does not exist.  This is CRITICAL for us, as these are very important requirements for my form (Subsequent Attachments) and business process.

     

    Please help me retrieve these and understand why they are indicating as such.

     

    The specific entries are: Submission IDs

     

    313212298981675464
    312873415110814127
    312873624110893466
    312873652110376504
    312873415110814127
    312873624110893466
    312873652110376504

     

    uploaded files unknown file Access Denied
  • Profile Image

    Answered by Ben on August 06, 2015 at 12:40 PM

    I am sorry to hear that you are experiencing this issue, but could you please tell us what is the form that you are having these issue with?

    Once you do we will check this for you and see what might be the issue, although I do presume what might be the error.

  • Profile Image

    Answered by RandallHodges on August 06, 2015 at 12:49 PM
    The form is Subsequent Attachments:
    An example URL is: http://www.jotform.com/uploads/RandallHodges/51396570189970/312873415110814127/6CS9060.zip
    the Error is: Unable to Open from Excel,
    [cid:image001.png@01D0D046.39ACF9F0]
    and pasted into a web browser says:
    The website declined to show this webpage
    HTTP 403
    Most likely causes:
    * This website requires you to log in.
    What you can try:
    ...
  • Profile Image

    Answered by Ben on August 06, 2015 at 01:30 PM

    OK, yes, the error in the Internet Explorer is shown as 403 error, while other browsers will reply back with the XML file with "Access Denied" message.

    I took a look at your threads and I saw that you have reported this before as well:

    https://www.jotform.com/answers/570582

    https://www.jotform.com/answers/586562

    I have also tried and got the same error and when trying to re-upload your file it seems that it is still not working.

    Because of this I will raise this to our developers to look into it and help you resolve it if at all possible.

    However the following submission is working for me: 313212298981675464

    I have flagged the submissions in your submission panel that are not working so that our developers can take a look into and see if there is anything that can be done about it.

    If you have any other submissions that you can not download the files from, just flag them so that they can check them out for you.

    As soon as they have any updates in regards to this, they will update you about it through this thread.

  • Profile Image

    Answered by RandallHodges on August 06, 2015 at 01:44 PM
    In previous complaints, those didn’t have a file or URL from JotForm, and prior to this, it was migrated attachments. This is a new issue to me. It is from a JotForm submission. Are you telling me the data is lost forever???
    ...
  • Profile Image

    Answered by Ben on August 06, 2015 at 02:32 PM

    OK, thank you for the additional info.

    I have raise this to our developers since they will be able to see what had happened.

    This usually happens when the people submitting the form either close their browser before the form is fully submitted (files are uploaded) or if their connection breaks.

    This is why you can see info such as text, that is submitted right away and could end up with an error such as the one you got if the file was not uploaded properly.

    Now to speed uploads, our developers have added additional servers that accept these files, so reuploading is the option that we have to try and find the file on these servers and re-upload them to your account.

    If they are not there neither, then the files were never fully uploaded with the submission, but as mentioned, it is best to wait and see what our developers can find out about this.

  • Profile Image

    Answered by RandallHodges on August 06, 2015 at 03:14 PM
    Thank you. As this is a required field, I would hope your form processing would be validating it, prior to submitting.
    ...
  • Profile Image

    Answered by Ben on August 06, 2015 at 03:18 PM

    Yes, it would be validated to see if the field is filled out or not. The only possible issue is that the user has their connection broken (for example if there is a power outage or they go into a tunnel, etc) or that the user closes the window with the form prematurely.

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    JotForm Support

    Answered by liyam on August 08, 2015 at 12:28 PM

    Hello,

    I have tried to search the missing files of the following submissions but the attachments are not available:

    312873415110814127
    312873624110893466
    312873652110376504

    It's possible that at the time of the submission, these users had some intermittent connection with the server or their internet connection which caused their upload submissions to fail. What I can recommend is to please contact the persons who made the submissions and request from them the files again.

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

    Thanks.