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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.


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    Unable to locate uploaded files?

    Asked by SaonMedia on September 30, 2015 at 05:11 PM

    We had our first submission via our form, and the client stated they uploaded song with cover, but we are unable to locate files? We integrated with our Google Drive, but only the typed field information was transferred over, not the .mp3 file nor the .jpg file, please advise. Link to the form is below:

    http://form.jotform.us/form/52603687786166

    Page URL:
    http://form.jotform.us/form/52603687786166

    uploaded files locate JotForm jpg integrated and
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    JotForm Support

    Answered by ashwin_d on October 01, 2015 at 01:11 AM

    Hello SaonMedia,

    I did check your form and found that you have received only 2 submissions in your form. In one of the submission you have not received any uploaded file but the second submission from "Julius Sweeney", you have received the the uploaded file (.mp3 & .jpg).  Please check the screenshot below:

    The reason why you do not see the second submission in your form is because it is marked as "Incomplete Payments". Please be noted that after the form is submitted, user is redirected to PayPal check out page. If user do not settle the payment then the submission is marked "Incomplete Payments".

    You may like to check the following guide for more information on incomplete payments:  http://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ 

    http://www.jotform.com/help/135-How-to-View-Incomplete-Payments 

    Have you received this payment in your PayPal account? If you have received the payment and still the submission was marked as incomplete that means the IPN of your PayPal account is not enabled. You may like to check your PayPal account and ensure that IPN is enabled. The following guide should help you how to enable IPN :  http://www.jotform.com/help/276-How-to-Enable-IPN-for-Paypal 

    Hope this helps.

    Do get back to us if you have any questions.

    Thank you!

  • Profile Image
    JotForm Support

    Answered by ashwin_d on October 01, 2015 at 01:14 AM

    Hello SaonMedia,

    I am not sure why the first submission does not have any uploaded file even though the file upload fields are required field. Have you embedded this form in your webpage? Please share the webpage URL and we will take a look.

    We will wait for your response.

    Thank you!