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    Unable to open uploaded docx file in mackbook pro with outlook and word

    Asked by ardensgardenatl on September 26, 2016 at 11:22 AM


    I recently purchased a macbook pro and every time I'm trying to open an attached resume from jotform's email (submitted application) it shows me the messages I attached. I tried to go through preferences and I didn't find any options that would allow to change me the path that is taken after I click on the link. If I right click and copy the link of the resume and then paste it into the browser it does work, but is there any resolution that would help me cut those extra steps?

    Thanks a lot

    mac open .docx file links
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    JotForm Support

    Answered by ashwin_d on September 26, 2016 at 12:41 PM

    Hello ardensgardenatl,

    If I understand the issue correctly, you are unable to open the attachment directly in your macbook pro. Is that correct?

    Do let us know if you are using any email client to receive email on your mac or downloading it directly from your form's submission page and we will take a look.

    We will wait for your response.

    Thank you!

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    Answered by ardensgardenatl on September 26, 2016 at 01:13 PM


    I'm using outlook from office 2016. I re-installed the whole package and now I am able to open the the attachement (it does say "downloading" and then it opens a Word window) but the file is empty. I checked it on a PC and the attachement did have a valid file.


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    JotForm Support

    Answered by Nik_C on September 26, 2016 at 02:46 PM

    I'm not sure if this is connected to your form since the uploaded file is created and uploaded by your client. I checked some of doc and docx files and couldn't replicate this issue. 

    Is this problem occurring with all files that you download?

    And one more question, are you sure that the file was completely downloaded before you tried to open it? Since this could happen if the file is not fully downloaded.

    We'll wait for your response.

    Thank you!

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    Answered by ardensgardenatl on September 26, 2016 at 03:04 PM

    The problem is occurring with every.docx file. I am able to open them on all devices but macbook. The file does not save in my downloads it just pop-up a window that says "downloading" and then an empty word document opens up.

    I tried to remove Word from the computer, but that did not solve the case, after clicking on the link nothing was happening.

    The issue might not be directly connected to the file (as I said, the files are opening fine on other devices). I was hoping to get some assistance and resolution from you guys as it is your email that I'm having issues fully opening.

    I searched through the forum, and I did find couple inquires with the same problem but every time it seemed like nobody was able to assist properly...

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    JotForm Support

    Answered by Mike on September 26, 2016 at 05:10 PM

    I do not have the Microsoft Office package installed on my MackBook to test this, but it sounds like there is an issue with the Outlook or Word on your MackBook.

    What you can try is to enable a 'Send Uploads as Attachment' option to receive the files as email attachments.

    If you notice the same issue with the attachments, then I think that the best way to handle this would be to contact the Microsoft Support.