Media URL columns are completely blank for some records on XSL export but Image filenames export correctly

[elshadayz2025]

Hello KoboToolbox Community & Support Team,

I am experiencing a highly specific issue where a small batch of submissions successfully exported the raw image filenames, but the corresponding Media URL columns are completely blank.

This is occurring on the eu.kobotoolbox.org server, affecting exactly 7 records out of 400 total submissions.

Symptoms:

• In the exported XLSX/CSV, the media question column displays the raw filename perfectly (e.g., 1780644986664.jpg).

• The generated Media URL column is entirely blank for only these 7 records. The other 393 records in the same dataset generated their full https://eu.kobotoolbox.org/api/v2/... attachment hyperlinks flawlessly.

• The images are not missing from the server. When checking the DATA > Gallery tab on the web dashboard, the photos for these 7 specific submissions are fully visible and open properly.

Context & Troubleshooting Already Completed:

• Timeframe: The 7 affected records were all submitted at a very similar time with the other records.

• Export Settings: “Include media URLs” is checked in the Advanced Export settings.

• No Form Changes: The form has not been redeployed or modified.

• Fresh Exports: Previous exports were completely deleted from the cache queue before running brand new XLS and CSV downloads, but the problem persists.

• No Web Edits / Failed Manual Force: These records were not edited originally. However, as a troubleshooting step, I tried opening one of the affected records and resubmitting it without changes to force a database re-index. After deleting the old export cache and running a fresh download, the URL column still remained completely blank.

[Kal_Lam]

Welcome tot he community, @elshadayz2025! Could you kindly provide me with the following details through a private message? Maybe I could have a closer look at your case?

• Username
• Project name
• Server

You should be able to send me a private message as outlined in the post discussed previously:

How do i send a private message to a user in the community forum?

Hi @Lavinia, You could send a private message to a user in the community forum as follows: Option 1: Sending a private message Step 1: Select the Reply button as boxed in red below. [Image 1] Step 2: Select the Reply button once again, but now from this place, as shown in the image below. [Image 2] Step 3: Now select New Message as shown in the image below. [Image 3] Option 2: Sending a private message to me Step 1: Click on my username Kal_Lam. Step 2: Then on the right, click the…

[elshadayz2025]

Okay, thank you. I will reach out via dm.

[Kal_Lam]

@elshadayz2025, maybe we missed something here. Could you also let us know on how did you collect your data for the project? I mean did you use the Collect Android App or did you use the web form for this?

[elshadayz2025]

was collected using the Android App, the same issue is occurring on multiple projects. Can you guide us on how to resolve the issue or prevent it from happening again?

[jorcabrera]

Hi @elshadayz2025

A couple of things worth checking:

• Please share with us the submission ID of the affected records

• Confirm that the image filename still exists in the project’s media folder and wasn’t accidentally removed. One quick way to verify this is to see whether the image opens correctly when you click on it directly from the data table.

• Another thing to watch for is image filenames containing non‑standard characters. These can sometimes get URL‑escaped in the preloaded submission XML during an edit, which prevents them from matching any of the stored attachments.