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    Why can't I download any of the Microsoft Office docs on submitted forms when other people can?

    Asked by volombrandsltd on September 29, 2015 at 04:04 PM

    It won't allow me to open the docs on submitted forms, however if someone else emails the doc separately to me i can open it.

    Screenshot
    office submitted forms Emails doc open download xlsx
  • Profile Image
    JotForm Support

    Answered by jonathan on September 29, 2015 at 05:21 PM

    Can you please tell us from which of your jotform you were trying to download the MS Office Excel file you showed in your screenshot?

    You can download your form submission in the View Submission page.

    I did check the existing submissions from your jotform http://www.jotformpro.com/form/51368843750966 but I could not find the submission that have the Excel (.xlsx) attachment you showed on your screenshot.

    We will wait for your updated response.

     

    Thanks.

     

     

     

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    Answered by volombrandsltd on September 29, 2015 at 05:28 PM

    http://www.jotformpro.com/form/51298521086963

     

    It seems to be any one of our forms. PDFs are fine to download however any Microsoft office files it comes up with a 'cannot download from server' type of message. This is only experienced by one computer. the rest of our staff with access to form submissions have no issues downloading the files.

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    JotForm Support

    Answered by jonathan on September 29, 2015 at 06:49 PM

    Thank you for provding the details. 

    I checked and downloaded the submitted file from your form  http://www.jotformpro.com/form/51298521086963   submission.

    This file https://jufs.s3.amazonaws.com/volombrandsltd/51298521086963/318778965312385402/DS0034%2007-2015%20Weber-EFEN%20E3%20disconnects%20(page%204)%2020150923.xlsx

    You can check the image/screenshot below that shows when I test and view the file successfully.

     

    Could it be possible that the 'one computer' that was having the issue doesn't have a Microsoft Office installed? The mentioned file is a Microsoft Office Excel fiel, so, MS Excel is needed to open this file.

    Please check if the required application (MS Office) is avaialable in the computer that was having the issue. Having MS Office installed will probably resolve the issue.

    Let us know if still not resolve.

    Thanks.

     

  • Profile Image

    Answered by volombrandsltd on November 30, 2015 at 04:05 PM

    Hi there,

     

    This issue is still happening and now on multiple computers in our office. We all have the full Microsoft Office suite so there should not be an issue with that. Here is another example of the doc not successfully downloading from the submitted form.

     

    1.

    2.

    3.

     

    Can you please suggest steps to resolve this.

     

    I am able to download from the 'view submissions' page however we did not want to do this every time.

     

    Thanks

  • Profile Image
    JotForm Support

    Answered by jonathan on November 30, 2015 at 04:12 PM

    Please follow this step to include the screenshot images in your response.

    https://www.jotform.com/answers/277033-How-to-add-screenshots-images-to-questions-in-support-forum

    We could not see the email so we were not able to properly analyze the issue.

    It will help also if you can share the URL link of the file you were trying to open. The one from your form submission.

    Thanks.