Excel Report: Download Link Doesn't Work with HTTPS on Mobile Devices

  • Profile Image
    Asked on February 04, 2016 at 05:58 AM

    We recently took your offer of moving our data to the European site, we also use the HTTPS feature for out forms.

    Since moving to the EU site we have had issues when using links in the forms email notifications that allow someone to download the forms database as an Excel Spreadsheet specifically on Android phone devices via the Chrome and Firefox browsers. This may not be exclusively related to Android devices.

    For this address https://eu.jotform.com/excel/xxxxx the Chrome browser does nothing for a long period of time, and when I look at the downloaded files list I see a download failure.

    The Firefox browser give an error screen almost instantly saying :


    You have asked Firefox to connect securely to eu.jotform.com, but we cannot confirm that your connection is secure. If I click on the "I understand the risks" link and then the "Visit Site" link, the download starts and completes and I can load the file into Excel. I can also add a permanant exception (if I wanted to)

    Strangely this does not happen when you attempt the download on a desktop Firefox, but desktop Chrome browser does appear to do the download, but gives an error screen at the same time as downloading the file saying :

    No data received

    I hope this is enough information for you to make a confident appraisal of the situation.

    I noted that you use COMODO as your certificate authority, and after some research it seems to me that this issue may, and I emphasise MAY be due to the website certificate being incorrectly installed on your server(s).

    See this post on the COMODO site https://support.comodo.com/index.php?/Knowledgebase/Article/View/1019/0/untrusted-certificate-error-on-android


    Can you shed any light on this subject for me.


  • Profile Image
    Answered on February 04, 2016 at 11:11 AM

    Hi there,

    I replicated the same issue with you. The link works without secure connection; but with HTTPS, it gives the same warning that you mentioned on your post. Please, see it from the below:


    Now, I'm going to escalate this thread to our developers, so they will be looking into this bug. When there is an update about it, you will be informed from this thread via email.


    Thanks for your cooperation and understanding.

  • Profile Image
    Answered on February 04, 2016 at 11:44 AM

    Thank you Mert,

    I was hoping it would get escalated. Did you also try with Chrome?

    Its the Chrome issue that is even more important as it is of course the default browser on an Android, and I have not found a way of actually downloading the file with Chrome unlike Firefox which at least lets you "Take the Risk"


    Info I forgot to add :

    I am using Android 5.1.1 Security patch 2015-12-01 Kernel 3.10.49-902272

    And Chrome 48.0.2564.95




  • Profile Image
    Answered on February 04, 2016 at 01:12 PM

    Thank you for providing further information. The issue has indeed been raised to our developers, and they will look into getting it working in mobile phones over secure links as well.

    Until our developers get a chance to fix the problem, I'm afraid you would have to manually edit the URL from HTTPS to HTTP and try downloading your files that way.

    We will let you know through this thread when the issue is resolved. Thank you.

  • Profile Image
    Answered on February 10, 2016 at 06:42 AM

    Is there anything to report on this?

  • Profile Image
    Answered on February 10, 2016 at 06:49 AM

    Hi there,

    According to our latest tests on mobile, the problem is no longer available. Could you please check it on your side and let us know the results?


    Thank you for your patience.

  • Profile Image
    Answered on February 11, 2016 at 04:20 AM

    Hi Merk,

    It does look like this is now fixed.

    Is there a reason for the problem? Was it anything like what I suggested?

  • Profile Image
    Answered on February 11, 2016 at 04:34 AM

    Hi again,

    The problem was related to our end, so there is nothing you had done wrong. Now, our developers release a fix for this issue. After that, you don't need to change anything that you did before. However, if the issue repeats itself, please do let us know.