The signature doesn't show

[Sira]

I make a survey that includes a signature
so when the attendees sign on it, it doesn’t show when I download the data and in Kobo it only appears as a red file regarding the signature and their message shows:

“Failed to retrieve the following media files:
signature-12_48_31
Successfully without the files.
Please contact support@kobotoolbox.org to write a report about the issue you are facing, and if possible, explain how the problem can be reproduced.”

so please help me with that since the number of submissions is exceeded and I want to fix it as soon as possible.

[Kal_Lam]

@Sira, could you kindly share with us a screenshot of your issue so that we can understand your issue pictorially? Please also let us know the server you are using.

[Sira]

off course
but the screenshot of the message in Arabic, I think you can figure it out

and this screenshot for the data on Kobo how it showed:

Also i’m using the server “eu” not “kf”