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    Attachment issues

    Asked by mpalmedo175 on March 10, 2016 at 09:38 AM

    Hi


    I have been using JotForm for a while now and it's been extremely useful, but I keep having issues with attachments, specifically Word Doc files. When I click on the attachment within the form in my email (Outlook 365) I get an error message that says "Cannot download. There was a problem downloading the file from the server."

    I've added the asterisk to my available attachment files, which I found as a solution to excepting all attachments, but that doesn't seem to help.

    Any assistance you can provide would be helpful.

    thanks

    Morgan

    Page URL:
    http://form.jotform.co/form/51306094932857

    JotForm problem message assistance
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    JotForm Support

    Answered by Charlie on March 10, 2016 at 10:25 AM

    Apologies for the inconvenience. May I know which of your submissions with file uploads fail to download? Also, have you tried downloading the files directly on the web browser by logging in to www.jotform.com and checking your submissions page

    Here are the possible cases that I can think of why your files failed to download:

    1. Outlook blocks it

    2. The bandwidth limit of your file upload has been exceeded. Please note that we have implemented a bandwidth limit for the file uploads. Here are the limits:

    Small files or less than 10 MB of size can be viewed or downloaded 100 times

    Large files or greater than 10 MB of size can be viewed or downloaded 10 times

    These limits do not reset, it is the fixed number of times a specific file can be downloaded or viewed. We can reset a file once only, when that same file reached the bandwidth limit again, you won't be able to download it anymore. 

    I strongly advise taking advantage of our 3rd party file sharing and storage service integrations (example Dropbox and Google Drive), this allows you to have a copy of the PDF submissions and the file uploads directly on your 3rd party account, giving you a real time back-up of it. You don't need to worry about the bandwidth limit because you have a copy of those file uploads on a different storage, your own storage.

    3. The file did not completely upload to our server, causing it to be broken. This happens when the user has a faulty internet connection, when he/she is uploading the file and suddenly it was interrupted, that breaks the completion of the file in our server.

     

    We'll wait for your response for the additional information.