What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

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

    File Attachments on Form submission migrated from Adobe FormsCentral cannot be downloaded

    Asked by wmoreno on August 12, 2015 at 06:38 PM
    Why can't I see the attachments my respondents have submitted? This is all I see...(screenshot embedded)

     

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

    <Error>

    <Code>AccessDenied</Code>

    <Message>Access Denied</Message>

    <RequestId>91C5BD93BBE06A8B</RequestId>

    <HostId>

    s4pkmmVlTMcWWUR1EQSs/jx2paOR7wtunmd+vHQ52FVtyZIPbYbIbbS04yCgpgxdmiO1DPEmDxI=

    </HostId>

    missing submission
  • Profile Image
    JotForm Support

    Answered by jonathan on August 12, 2015 at 11:38 PM

    Hi,

    Can you please share to us the URL of your form and the submission that have this issue.

    I see that you have too many forms on your account already, and I could not easily determine which of the form and the submission it was.

    Thanks.

  • Profile Image

    Answered by katielapp on August 13, 2015 at 09:37 AM

    I am having this issue as well.  Here is the form giving us the issues:

    http://www.jotformpro.com/form/51935784623969

     

  • Profile Image
    JotForm Support

    Answered by KadeJM on August 13, 2015 at 10:55 AM

    Which submission is it that is giving you this problem?

    I just tried downloading a file attached to your most recent form submission but it appears I too am unable to replicate the same issue.

    Are you not able to access any of them when attempting to download it? Or?

    If it is just one file attachment then we would ask to know which submission is giving you this problem on your form so we can investigate it furthermore for you.

  • Profile Image

    Answered by katielapp on August 13, 2015 at 11:24 AM

    We use the link received through the email notification sent out.  The very submission you are showing is not working for us.

  • Profile Image
    JotForm Support

    Answered by Charlie on August 13, 2015 at 12:28 PM

    @katielapp,

    It seems like you already have a separate thread with the same concern here: http://www.jotform.com/answers/637574. Please refer to that link instead to avoid confusion and for us to better assist you.

    Thank you for your understanding.

  • Profile Image

    (Private)

    Answered by wmoreno on August 17, 2015 at 07:50 AM

    This is the form in question...

     

    http://form.jotform.us/form/51335385319154 

     

    Please help. 
    Thanks.

  • Profile Image
    JotForm Support

    Answered by Charlie on August 17, 2015 at 09:28 AM

    Hi,

    I checked your form and the attachments seems to be good, except for the one dated most recent, "2015-06-17 14:56:17", which has the First name "Rosa". The attachments shows the error that you first posted.

    I tried re-uploading in our end to see if that fixes the problem, but unfortunately it's unsuccessful. It seems like the user who filled out your form had a network connection problem that made the file uploads to not completely be transferred in our server. You might need to contact the user to get the files directly.

    May I know if you have embedded the form to on a website? It is also possible that the user has a compatibility problem with the browser which caused this. But the other submissions are good, but do let us know if there are other submissions that had this problem.

    Apologies for the inconvenience.

  • Profile Image

    Answered by wmoreno on August 17, 2015 at 09:30 AM

    Those are really good questions. I'm glad to know and have confirmed that you received the same error message. This form was imported from the now defunk Adobe FormsCentral. In Adobe, all the uploaded files were fully accessible. I myself downloaded them. The Jotform marketing about seamless transition appeared to include the ability to access uploaded files once transferred to Jotform. That is not the case. Do you all have a "fix" for transferred forms?

  • Profile Image
    JotForm Support

    Answered by KadeJM on August 17, 2015 at 10:42 AM

    As far as I know the transition was to include the form + imported submissions which I believe would include anything contained by your submission data.

    Are you saying that those uploaded files are from the original form data when it was then carried over?

    Or did you mean they were just uploaded afterwards to have them again?

  • Profile Image

    Answered by wmoreno on August 17, 2015 at 11:35 AM

    They were transferred originally.

  • Profile Image
    JotForm Support

    Answered by Charlie on August 17, 2015 at 12:48 PM

    Thank you for the information.

    May I know if you have the files downloaded in your own storage? If that's the case, you can try editing the submission in your submissions page and re-upload the files. Make sure to click the submit button to update the submission.

     

    I'm not sure if only one submission has the missing file uploads, but if you have more of them and/or you don't have the files backup to re-upload, I can forward the problem to our back end team to see if they can recover any of the files.

    Let us know your thoughts.

  • Profile Image

    Answered by wmoreno on August 17, 2015 at 12:49 PM

    I did not download them from Adobe. The Jotform solution indicated that these would transfer. I don't have access to the files in Adobe any longer because the site is down. 

  • Profile Image
    JotForm Support

    Answered by Charlie on August 17, 2015 at 02:04 PM

    Thank you for the confirmation and apologies for the trouble that this might have caused you.

    I'll forward this to our back end team to have it checked. We will update you on this thread with the results of their findings.

  • Profile Image

    Answered by wmoreno on August 26, 2015 at 09:49 AM

    Any word? It's been more than a month. I need access to these files.

  • Profile Image
    JotForm Support

    Answered by Charlie on August 26, 2015 at 11:10 AM

    Upon checking the status of the problem, unfortunately, it seems like the problem is still unresolved. 

    But I see that someone is already working on it and is marked as "Urgent" in the priority list.

    I will notify the person assigned on this, we will update you as soon as we get any news.

    Apologies for the inconvenience.

  • Profile Image

    Answered by wmoreno on December 14, 2015 at 08:35 AM

    Looping back. Any word?

  • Profile Image
    JotForm Support

    Answered by KadeJM on December 14, 2015 at 09:59 AM

    Thanks for checking in with us about this and we do apologize any waiting as you've been relatively patient with us. 

    Unfortunately, there's no update about this so I've sent another bump to try to check in about this for you and see if there is any status update about it. 

    As soon as we hear something we'll definitely update you here.