Urgent: Media Attachments ZIP Export Stuck on "Pending" for 3 Days

User Support Data Management
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1

Dear KoboToolbox Support Team,

I hope this message finds you well.

I am reaching out regarding an urgent issue with downloading media attachments from the new EU server. I have been trying to export the Media Attachments (ZIP) for the past 3 days, but the process remains stuck on “Pending” without completion.

These data and attachments are critical for our project reporting and verification deadlines, and we urgently need to access them.

Here are the project details extracted from the URL:

  • Server: eu.kobotoolbox.org (European Server)

  • Username: xxxxxxx

  • Project Name: Consent form for service provide

  • Project UID: a78qYa9mJAbvRRxKrfx8Ej

I have attached a screenshot showing the pending export request. Could you please investigate this from your side and clear the stuck export queue or help us process the download?

Thank you for your prompt support.

Best regards,

Screenshot 2026-06-24 103436
Screenshot 2026-06-24 1034361654×848 37.5 KB

2

@gharebo, do you have a lot of media files to download? I mean is your media attachment large?

4

Yes, I have a lot of media.

5

@gharebo, if this is the case, then do you want to try out these workaround shared previously?

It should help you solve your issue! :folded_hands:

6

Sorry, I didn’t share this before.

7

@gharebo, please try the community forum link which has some workaround that should help you solve your issue! :folded_hands: