- inklingcgAsked on September 07, 2015 at 03:38 PM
I set up my form to upload files and they go directly to my dropbox. They go through fine but when I go to my dropbox and try to open up the image it gives me this error
"Could not complete your request because a JPEG marker segment length is too short (the file may be truncated or incomplete)."
We checked all our setup options and everything seems to be correct we cannot figure out what is happening? I've included the url for our form so that can help you. Please advise!
- JotForm SupportMike_GAnswered on September 07, 2015 at 04:50 PM
I would like to apologize for the inconvenience. I wasn't able to reproduce the issue you're having. It seems that the error occurs when the images are not downloaded correctly or completely to your Dropbox app on your PC. Can you try to login to your Dropbox account online using your web browser and download the images from there see if you will still encounter the same error message when you open the downloaded file.
Let us know if you're able to download and open the images from your Dropbox account online. We look forward to your response. Thank you.
- inklingcgAnswered on September 08, 2015 at 03:49 PM
Screenshots of what happens. First one shows the image in the list, second is what you see when you click on the image and third is the error.
It’s not happening when the file is synced, it’s happening to the file before it gets to us.
- inklingcgAnswered on September 08, 2015 at 03:51 PM
- inklingcgAnswered on September 08, 2015 at 03:54 PM
- JotForm SupportBDAVIDAnswered on September 08, 2015 at 05:58 PM
I was able to reproduce the issue:
1) I downloaded your image from submission view:
2) I cloned your form, integrated with my Dropbox
3) And uploaded the image in a submission test
As you can see on Dropbox end, it shows 0bytes:
When downloaded, it was not possible to view it:
I will report this to our second level, you will be notified via this thread about any updates.
- inklingcgAnswered on September 09, 2015 at 12:03 PM
Thank you for looking into this. We are on a very tight deadline, actually needed to get this live about a week ago. Is there anything we can do to expedite this or make it work in the meantime?
- BenAnswered on September 09, 2015 at 03:06 PM
I see that our developer is assigned to this and that this is marked as important, but we can not give you any specific timeframe when something like this could be resolved.
My suggestion would be to see if you can use Google Drive integration instead - to see if that is OK with others in your company.
As soon as the issue is resolved however, our developers will update you about this through this thread.
- inklingcgAnswered on September 09, 2015 at 03:13 PM
Thanks but that's not an option. We don't use Google Drive. We use Dropbox for all of our client files and aren't going to use Google Drive because this isn't working. We've had it work in the past but this suggestion really is not helpful. It's a bandaid not a solution and we'd rather move to a different form company rather than move where we keep our documents.
- BenAnswered on September 09, 2015 at 04:20 PM
I understand Jaime, I wanted to suggest a band-aid - as you have mentioned, until the issue is fixed.
You could for example utilize both Dropbox and Box, by sharing the folder that is being updated on your PC by Box to your DropBox as well - while this would mean that your PC would download the files from Box and then upload them to DropBox, it would allow you to keep using the DropBox while this is being worked on.
You could also manually download all files and place them to the DropBox folder, which I do believe to not be a good solution.
Again, this is just a try in finding you a temporary patch while this is being worked on.
- JotForm SupportliyamAnswered on September 10, 2015 at 09:51 PM
I'm unable to replicate the problem. Are you still experiencing the problem at the moment?
- inklingcgAnswered on September 11, 2015 at 07:33 AM
Yes, we have two different dropbox accounts (both are paid accounts, one is business and the other pro) and neither of them are working. We will try yet again and see if something has changed... Also, BDAVID did reproduce the issue. Did you look at what he did or just start over? Maybe it's something with our particular form?
We really need to make this form live by Monday.
- JotForm SupportMike_GAnswered on September 11, 2015 at 11:57 AM
Thank you so much for the update. I made some test after I've cloned your form and like BDavid, I was able to reproduce the issue. It seems that when you remove the PayPal integration(Payment tool), the images uploaded to DropBox show its actual file size and you are able to download and open the image just fine. You can try it on your end also. I have submitted the result of my test to our developers, as it may help them to solve the issue you're having. Please be assured that this is being worked on by our developers. We will get back to you as soon as we got something. Thank you for your patience.
- alp_denizAnswered on September 11, 2015 at 11:13 PM
We have just isolated the issue. It seems that files of submissions that are completed via "Complete submission" button in "Incomplete submissions" section are not transferred to Dropbox. Submissions that are completed via payment should transfer files correctly.
We will be working on the issue and let you know when it is completed.
Thank you for your patience.
- alp_denizAnswered on September 14, 2015 at 09:23 PM
The issue is now fixed and the uploads are getting transferred to Dropbox correctly, except if the filename includes unicode characters (such as é). I will update once again this problem is also fixed.
- alp_denizAnswered on October 09, 2015 at 11:58 AM
My tests confirm that unicode file names are also uploaded without an issue.