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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.

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    Unable to open image files uploaded to Dropbox via integration

    Asked by wesince2013 on December 27, 2015 at 02:31 AM

    Today's morning I found the photos submitted by my customers could not be opened. This seriously affected our business and loyalty to your service. 


    My form are as below:






    This problem happened to me 3 times. I wonder if it's because of problem between the connection of jotform and dropbox or anything.


    I've test your competitors' form and I found that the advantage of receiving files is the most important point for me to use jotform. If this cannot be solved, I will just cancel subscription. Thank you for your help and I look forward to your reply soon.

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    Answered by wesince2013 on December 27, 2015 at 12:05 PM

    I've just checked whether my google drive could receive the uploaded file. The answer is no. Both my google drive and dropbox cannot received the files upload to my jotform. 


    I believe this proves that there is a big problem in the connection between my jotform account and my dropbox/google drive, which makes the file uploaded disappeared in both drives.

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    JotForm Support

    Answered by Mike_G on December 27, 2015 at 06:48 PM

    I would like to apologize for any inconvenience this have caused you. I have cloned your form made some couple of tests and was able to reproduce the issue that you're having.

    Base on the test I have conducted and the image you have provided, the images uploaded is not having its actual file size(0 bytes) and is getting a "File not supported" error when opened. If you check the file via your Dropbox account online it will show you this: 

    I was able to detect where the issue is coming from. It seems that when a Payment field(PayPal) is added to a form the issue occurs. I will forward your concern to our developers so they can check it for you. Although I cannot give you any ETA to when this will be solved, please be assured that this will be worked on and you will be notified via this thread for updates if there are any.

    Thank you.

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    Answered by wesince2013 on December 27, 2015 at 08:26 PM

    Thank you for your quick response. Referring back to your point, does it mean as long as I delete the paypal field, the problem will go?


    Also, my customer usually upload more than 24 photos to the uploading field. Does this exceed the uploading number or so? Because 1 year ago, I was told not to upload more than 8 documents in 1 uploading field.


    Thank you and I look forward to your further reply. 

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    JotForm Support

    Answered by beril on December 28, 2015 at 03:42 AM

    On behalf of my colleague, you are kindly welcome. As my colleague was mentioned above, it seems that this issue occurs due to payment wizard. If you delete your payment wizard and reintegrate it, the problem might be solved. However, it seems like existing or previous order details in your submissions will be removed if you do that, please do not re-integrate it,

    My colleague escalated this issue to our developers. We will inform you when we solve the issue via this thread.

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    JotForm Support

    Answered by beril on December 28, 2015 at 05:12 AM

    I've created a separate thread for you, so anyone in the support staff will be able to assist you with your specific requirement. Please follow up there:


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    JotForm Support

    Answered by liyam on December 30, 2015 at 01:18 AM


    I can't seem to replicate the problem.  Can you try removing the integration and reintegrating the form again with dropbox if it works this time?


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    Answered by wesince2013 on January 05, 2016 at 01:53 PM

    Is there any progress on the problem? It's a very serious problem to our company. 



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    Answered by wesince2013 on January 05, 2016 at 01:57 PM

    I've added in again the paypal field and tested. I uploaded 24 photos, received 24 but 3 of them are not able to be opened. 

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    JotForm Support

    Answered by jonathan on January 05, 2016 at 04:17 PM


    Were you also able to check in the form's submissions page if those 3 photos were usable and can be opened?

    It will help us also in checking the problem if you can share to us the link to those 3 photos that were not opening.

    Currently, the original ticket about the issue is still on opened status and assigned to one of our developer. Our developer assigned will provide update here as soon as available.


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    Answered by wesince2013 on January 14, 2016 at 01:51 AM

    I think I've solved the problem a bit. My colleagues discovered that the problem only happens when the received photos are named with Chinese words. The case remains even if there is only 1 chinese word. 

    However, the problem of receiving fewer photos remains and this really confuses us. Do your group has any solutions on this? 

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    JotForm Support

    Answered by beril on January 14, 2016 at 04:49 AM

    I am sorry to say that, there is any update on this ticket yet. Thank you for your information which is really important. I've updated the ticket and we will inform you when we solve the problem via this thread.

    If you have any question or issues, please do not hesitate contacting us. We will be glad to assist you.

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    JotForm Support

    Answered by NeilVicente on June 12, 2016 at 11:35 AM


    May we know if you're still experiencing this issue?