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    "Access Denied" when we trying to download .psd file on submission

    Asked by tradeshowjoe on August 10, 2015 at 01:46 PM


    When we try to download some of our file submissions, we get an access denied xml page. I did some research and read this happens if the file is not completely uploaded. We tested it ourselves and it appeared that the file fully uploaded, but we are still getting this access denied error. We need to be able to download our clients file. Can you please look into this.


    Thank you,



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    JotForm Support

    Answered by BJoanna on August 10, 2015 at 03:16 PM

    Sorry for inconvenience this may caused you.

    I have tried to download the files attached in your submission but I'm getting an XML Error Access Denied message.  

    I will escalate this issue to our developers and we will inform you via this thread once this issue is resolved. 


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    Answered by cgarrisonaz on August 10, 2015 at 03:36 PM

    I'm having the same issue.


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



    <Message>Access Denied</Message>






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    JotForm Support

    Answered by BJoanna on August 10, 2015 at 04:42 PM


    I have moved your question to separate thread and we will provide you an answer there shortly.


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    JotForm Support

    Answered by liyam on August 11, 2015 at 12:24 AM


    I have searched the submissions your form received yesterday and found an error with the submission 315037285248904507.  The link to these files is now fixed.

    However for the 7/31/2015 submission with ID 314169951115668356, the uploaded file is not retrievable.  As I noticed that there were later submissions coming from the same sender, I pressume that the same file was re-sent to you. If not, may I recommend that you request from the user to send the file again from the said submission date.


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    Answered by tradeshowjoe on August 11, 2015 at 01:46 PM



    We got it to work. For everyone wondering, the file name was the same as one already uploaded in our case and this seemed to cause it. The client revised a file and reuploaded it with the same name, which must have caused confusion with the permissions. We asked the client to rename it and reupload and it worked!

    Hope this helps!