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  • Profile Image

    Cannot Open Uploaded Files from Email PDF

    Asked by ebartosh on January 05, 2016 at 12:22 PM

    Good morning,

    When I open the PDF file of my form submission and try to open a file that the user has uploaded, it gives the following error message:

    This appears to be happening on all of our forms, but as an example you can look at our form https://form.jotform.com/33113714672146

    I am able to access the files from the Submissions page on the JotForm website, but we really need to be able to access these files from the PDF.

    Please let me know what you are able to find out, thank you!

     

     

     

     

    Page URL:
    https://form.jotform.com/33113714672146

    Screenshot
    uploaded files cannot open email open
  • Profile Image
    JotForm Support

    Answered by david on January 05, 2016 at 01:56 PM

    Hi,

    I checked your most recent form and indeed, the images are not being included in the PDF download. 

    I tested one of my own form and the images were not being included in mine either.

    The download link to my test file is also different than the link provided in the PDF.

    File download from submission view:

    http://www.jotform.com/uploads/david/52306525864962/327827599081317779/index.jpg

    File download from PDF, which is broken:

    http://files.jotform.com/jufs/david/52306525864962/327827599081317779/index.jpg

    I will forward this to our developers to have a look.  We will let you know via this thread as soon as we have any updates.

  • Profile Image

    Answered by ebartosh on January 06, 2016 at 10:43 AM

    Good morning,

    Thank you for your help on this. The issue has still not been resolved, and it is causing issues for our company.

    If you could please provide an update as soon as possible, we would appreciate it!

    Thanks!

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    JotForm Support

    Answered by david on January 06, 2016 at 11:48 AM

    The issue has been assigned to a developer and been given the highest priority.  As previously stated, as soon as we have any new information, we will let you know via this thread.  My apologies for the delay, some issues take longer than others to fix.

  • Profile Image
    JotForm Support

    Answered by david on January 06, 2016 at 11:50 AM

    I checked this again and it appears to be working now.  Is it still not working on your end?

  • Profile Image

    Answered by ebartosh on January 07, 2016 at 09:38 AM

    Good morning,

    This is now working for new submissions - thank you! - however, the issue persists for any uploaded files from the PDF's that we have downloaded and saved from past submissions. For example, on the submission from 12/16, Unique Order ID 761, when I click on any of the uploaded files, it gives me the same error message, "This page can't be displayed."

    These files still seem to be accessible from the Submissions page on the JotForm website, but it is critical that we are able to open these files from the PDF's that we have downloaded and saved. We need access to these files on a daily basis.

    If you could please look into this as soon as possible, I would appreciate it.

    Thank you!

  • Profile Image
    JotForm Support

    Answered by david on January 07, 2016 at 11:28 AM

    I checked the submission from 12/16, order ID 761 and all the links in the PDF of that submission work.  If you had created a PDF previously, it placed the incorrect links in the PDF and you would need to create a new one.

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    Answered by ebartosh on January 07, 2016 at 11:51 AM

    David,

    As I said before, I am aware that the links work when you pull them from the Submissions page of the JotForm website.

    However, we downloaded and saved the PDF of the submission when it was placed on 12/16, and at that time all of the links worked. Something must have changed on your side, because the links that used to work now do not work from that PDF.

    We are encountering this issue with all PDF's that were saved prior to 01/05. It sounds to me like a link was broken (on JotForm's end) a few days ago, or something to that effect. Our company relies heavily on being able to access these uploaded files from the original downloaded PDF; it is not an option for us to go back, re-download hundreds of these PDF's, and save them all again.

    We have never had a problem accessing files from past PDF's before, and now it seems that suddenly all of those links were wiped.

    Please let me know if you need further clarification, your prompt and continued attention to this is greatly appreciated!

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    JotForm Support

    Answered by david on January 07, 2016 at 12:57 PM

    Would you mind copying one of the links from a previous PDF so we can have a look?  I checked several of my old PDF's and the links from them work without issue.  Is it all the PDF's previous to now or only some?

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    Answered by ebartosh on January 07, 2016 at 01:20 PM

    Certainly. And you know what, I think you're on to something.

    On that same Order ID 761, the first upload file titled '12 8 2015 Existing Product As Built.pdf' has the following link: http://files.jotform.com/jufs/ebartosh/33113714672146/326096501941889943/12+8+2015+Existing+Product+As+Built.pdf

    When I go into that same submission on the JotForm website, it now gives me the following link:

    http://www.jotform.com/uploads/ebartosh/33113714672146/326096501941889943/12%208%202015%20Existing%20Product%20As%20Built.pdf

    Looking at our past submissions, it looks like all of the files now unavailable to me are from forms that were submitted between 10/20/2015 around 9am CST through 01/05/2016.

    Coincidentally, all of the file links during that date range (the ones I can no longer access) have a link that begins with http://files.jotform.com/jufs/ebartosh , and all of the files links that I CAN access (earlier than 10/20/2015, later than 01/05/2016) have a link that begins with http://jotform.com/uploads/ebartosh

    I am thinking this is our issue. Hopefully this is the missing piece of the puzzle and will help you get this resolved!

  • Profile Image
    JotForm Support

    Answered by david on January 07, 2016 at 02:30 PM

    Thank you for the additional information.  I will let the developers know.  We will update you as soon as we have any further information.

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    JotForm Support

    Answered by alp_deniz on January 08, 2016 at 07:38 PM

    Hello,

    The problem with the files should be resolved by now, including the previous PDF file links.

    Please let us know if the issue still persists on your side.

    Kind regards