Upcoming: New restrictions on Forms File upload access

mwelch
HubSpot Alumni
What's happening?

We are going to change form file upload urls to require HubSpot users authentication for access/download.

 

New file links will be in the following form: 

https://api.hubapi.com/filemanager/api/v2/files/123/signed-url-redirect?&portalId=123&filename=examp...

We will also change the accessibility of old files. We will update the old file urls on the submissions and contact records. The old, publicly accessible links will cease to work at that time and will return 404 responses.

 

Why is this happening?

HubSpot forms handle a lot of different kinds of information, some of which may be private in nature. To foster trust and ensure proper data handling, we will require HubSpot users authentication to access files uploaded via these forms.

 
When is this happening?

This change is happening on October 16, 2019.

 

Please join the conversation here if you have any comments or questions.

 

Edit (11/07/2019): Link to update on changelog.

72 Replies 72
mwelch
HubSpot Alumni
Update:

This change has been deployed. New uploaded form files will have the new Url format and will require HubSpot authentication to access. Existing form files will be migrated to the new authenticated urls over the next couple days.

0 Upvotes
TWest
Participant

Hi @mwelch, running into an issue with this new system. We had users uploading images through a file upload field in a hubspot form. After submitting the form we were sending an email that displayed this same image via a custom contact property. Before it was working, but with the new system all the image links are broken. I'm guessing it has to do with the redirect not working in an email. 

 

Do you know of a workaround for this?

Thanks

0 Upvotes
mwelch
HubSpot Alumni

Hi @TWest ,

 

There are two reasons the images may not be working. First, we're not redirecting from the old, unauthenticated url to the new authenticated one. So existing emails' image urls will get 404 responses. 

 

Second, these new urls are authenticated, as mentioned above. Your email recipients likely aren't users in your HubSpot portal, so they won't have access to the content  pointed to by the url.

 

You would have to copy the uploaded images in to a publicly accessible place (like the HubSpot File Manager) and change the url on the contact record before sending these emails.

 

Matt

0 Upvotes
chrispower
Contributor

This also has a direct impact on our form functionality as we use lambda functions to pull submitted files after a form has been submitted.  I only became aware of this change while investigating what I thought was a completely different issue.  A breaking change of this magnitude has to communicated more directly than simply a forum post and changelog.  

 

It's a great change, as we were already concerned that the publicly accessible uploaded files were a security hole, but it would have been great to have some time to prepare for it, and I'm still totally in the dark as to how I'm supposed to access these files from lambda.  

PTPsupports
Participant

I have 2 major issues with this update.

 

1.) We received NO notice of this change. Something this huge needs an email sent to your customers, period! I now know that I have to check your forum for updates (too late to inform me of this and not an efficient way for your customers to be informed of important updates such as this one.) Due to this surprise, my time was wasted on trying to figure out the problem and then sitting on the phone with hubspot tech support.

 

2.) This change has halted our entire process. Our business is based on quotes... through the email notifications, our quoting department forwards the quote to the necessary engineers, etc.  30 or more people, in addition to upper management viewing the attachments. So now I have to create 30 or more users in hubspot, explain it all to them and maintain with turnover??? 

 

I literally just renewed our hubspot contract for 1 year and regret it; however, your lack of notice left me with zero time to prepare for an alternative. 

mwelch
HubSpot Alumni

Hi PTPsupports,

 

I’m personally sorry that this change has been such a disturbance to you and your business.

 

The update to make HubSpot authentication required to access form file uploads was put in place to help ensure a secure product for our customers. We consider changes like this, and the communications around them, very thoroughly. We’re sorry that you did not receive information about this change with the advance notice that you’d hoped for.

 

You already noted the announcement about the change we made here on the forum. We also have a changelog on which we post all changes to our platform. Developers and other interested parties can subscribe to this changelog right there on the page to receive email updates when new changelogs are posted.

 

For your quotes, the most straightforward solution would be to create free users in HubSpot for potential recipients of these emails.

 

Please let me know if you have any more questions.

 

Matt

0 Upvotes
4392087
Participant

Having the same problem... Please let me know if you find any solution. Will do the same for you 🙂 Disappointed in HubSpots responses and unwillingness to provide a solution. 

jbuckley
Member

Like many of the frequent changes to Hubspot, this one is inconvenient and difficult to justify.  It seems to me that Hubspot makes changes to the platform and the GUI simply for the sake of making changes.  As they say, if it aint broke don't fix it.

Erin2
Participant

One of the respondents below suggested setting up a free user in HubSpot, and I'm not sure if that is the best approach for our situation.

 

Our situation is that our Contact Us form submission content gets put into a plain text email sent to an email address that automtacially populates the customer care system we use (not HubSpot).  No matter how much I limit access for the consumer care agent in HS, there is still too much access for my consumer care agents, in my opinion.  We just want them to be able to see the attachment and not be able to roam around our portal.  Someone in the Community mentioned setting up a free user. Would this be better for our situation - meaning the person would have less access to our portal but could open the attachment URL?

KeyWestScott
Key Advisor

Amen to this.  The entire "user" account management system is wholy inadequate. 

 

You made this change for "security" reasons, but didn't include a way to secure the users in the HS environment.

 

This was definitly not a well thoughtout process!!

 

Scott

KeyWestScott
Key Advisor

@mwelch Like others that have commented.  There was no notice that this was being done and no guidance on how to accomodate this radical change.

 

Our users that receive these files have NO NEED what so ever to have any access to HS (other than this rediculus mandate).  What access do we have to grant to these new users, that will ONLY  grant them access to this "file feature" and nothing else. No reports, no dashboards, no sales, no marketing, NO NOTHING!!!

 

Your current user security setups are much more of a security threat, ie too lax, than any percieved threat.

 

Scott

PTPsupports
Participant

Agreed! I don't want to add 30+ people to our hubspot account. Also, there are still glitches b/c when the users I added (b/c of this update) log in, they can only see submissions from 10/15 and earlier. I had to send them a link to the submissions for each form to view the latest.

 

I personally think why did you have to mess with something that was working great?? Or why not just add this measure to the customers that need extra security?? 

 

This change has highjacked my week and I'm having to figure out a solution... my thoughts are dump hubspot, but again that will take a ton of work to migrate my web forms. Hubspot needs to figure out a solution... don't just respond apologizing, that doesn't help me!

Nath
Member | Diamond Partner

This has had severe implications to our entire customer experience and onboarding process, we need a solution HubSpot. What's the point of an open API if it's closed.

chandirabose
Member

Since this change was made, we couldn't access the files using hubspot API call and I hope the API calls are authenticated one to access the file. Do you have any solution for the hubspot API customers to access the files ?

Birgitte
Participant

We have some forms where a customer can upload a file (img+pdf) to share with us. This is with the Field typoe “File" in Property.
These files are being passed on to our co-workers and partners via workflows. But after your changes the files cannot be opened without being logged in to HubSpot.

It is not a solution for us, to create users for the partners, when they receive file-links from us.

In our forms the customer agrees that we can handle the information they give us, so could you please make an alternative to the limitation you have created with this restriction? We need to be able to pass on attached file-links to Partners and co-workers.

 

I really hope you will look into this.

Best wishes

Birgitte Kjær Hansen

Denmark

Lmartin
Participant

Hi, 

 

We encounter some major issues with this rollout. As we are sharing and sync files' links for various internal processes and over a long period of time, we are now facing important issues since none of these links work. Also, we won't create a Hubspot account to all concerned colleagues. 

 

I asked your support if there is a way to have at least link redirection from the former download URL to the new ones (even with log-in restriction), the answer was no. Have you any workaround solution to have the legacy links working?

 

We are very disappointed with this change.

 

christinaboatwr
Participant

Well if the pictures are already posted on my blogs, will they not be fixed.  Do I need to go through all of my blog images that I have acting up and change them?  I have no idea which pictures there were that were uploaded to forms.  I will have to start over?

 

Thank you,

 

Christina

0 Upvotes
christinaboatwr
Participant

In my opinion, having to go through all of my blogs and replace the pictures is quite cumbersome and you guys should have had a resolution to solve this problem.  Maybe a "grandfather" in old fils resolution.  

 

0 Upvotes
KeyWestScott
Key Advisor

@mwelch Can you please comment on this?  As you can see this is causing your CUSTOMERS a great deal of grief, confusion and uncertainty.   We are a least due a response.  Even if it's a simple #GetOverIt...... ( though that wouldn't be acceptable LOL)

 

Scott

mwelch
HubSpot Alumni

Hi All,

 

I don't have the perfect answer for you right now, but I wanted to let you know that we hear you and are actively investigating workarounds. At the moment, I don't have a solution to provide you, nor can I promise that we'll be able to provide a solution.

 

We made this change because data security is of paramount importance to HubSpot. We understand, though, that this change has caused pain and the team is assessing alternative options now. I will update this thread tomorrow on any progress/updates.

 

Thanks,
Matt

0 Upvotes
Nath
Member | Diamond Partner

@mwelch Thanks for the update - looking forward to a speedy resolution.

0 Upvotes
cjisndenial
Participant

My company is also impacted by this change and the lack of appropriate notification.  Contacting support simply resulted in us being directed to this forum post with a promise of resolution or workaround tomorrow. I'm a bit worried that our specific use case may not be fully understood, so I would like to lay it out here. ..

 

Our website is based on HubSpot CMS and contains a form where potential employees can apply to jobs.  The application is taken as a hubspot form, and resumes are attached to that form submission as files.

 

We run a service that receives a webhook from HubSpot every time the form is submitted.  It takes the applicants information and shuttles it to our applicant tracking system.  The resume file itself is not included in the webhook, rather a link to the resume is included.  Our service downloads the resume from HubSpot using that link, uploads the resume to our applicant tracking system, and then uses the HubSpot filemanager API to delete the resume file from HubSpot.

As of October 19, our service is no longer able to download the resumes from HubSpot.  The URL scheme included in the webhooks has indeed changed to something that looks like this:  api.hubspot.com/filemanager/api/v2/files/18952347353/signed-url-redirect?portalId=IDREDACTED&filename=FILENAMEREDACTED.pdf

 

We've tried adding our HAPI parameter to the querey string, and we've tried sending an OAUTH 2.0 authorization token in the request headers, none of which are accepted by this API endpoint.  No matter what we do, the URL redirects our service to a login page meant for a live user, which results in a 503 Service Temporarily Unavailable.  No good.

 

This is a critical business process for us that must be fixed urgently.  Your support is greatly appreciated.  

AirswiftRob
Contributor

We have also been impacted hugely by this change - without any forewarning or explanation of the issue. We moved our CMS to HubSpot from Wordpress in order to improve teh integration of our systems. However, we need to be able to send resumes uplaoded to a CV parser for our recruitment application tracking system. We had a workaround via a partner but this has been switched off.

 

This has a dramatic impact on our business and questions the viability of moving to HubSpot

 

Please find a solution urgently

KeyWestScott
Key Advisor

@mwelch Looking for a solution?????

 

Rolling back the changes IS the solution! ! ! 

 

You are causing many business' time, effort and money to fix something that wasn't broken!

 

Scott

cjisndenial
Participant

Well I just wrote a nice long note explaining the issue we're having with this new endpoint, and it has been deleted as spam.  😞  So I'll write a shorter version and see if sticks.  🙂

 

We have a service that receives a webhook when a user fills out a form on our HubSpot CMS site.  The form includes a file upload.  The files URLs now have the new format.

 

Unfortunately, our service can't retrieve files anymore since this change.  Adding our HAPI to the querey string doesn't help.  Using OAUTH headers on the request doesn't help.  No matter what, our service is sent to a login page meant for a human and dies with a 503.  

 

We can call https://developers.hubspot.com/docs/methods/files/get_files_file_id with the filename and see information about the file.  But there's no longer enough information in that API response to get a working download link either.  😞

4392087
Participant

We have the same problem happening. Our integration webhooks, who are supposedly partners with HubSpot, are having difficulties finding a solution. All the "solutions" we are receiving is to come back to this thread. What HubSpot is telling us is that they made a change, and we just have to accept it. They are not willing to work to find a solution after they made a change when they realized they weren't securing peoples information aka file URLs. 

 

Whats the point of HubSpot saying they work with other systems when obviously they are not compatable or willing to help? Will all of us having an issue have to say goodbye to HubSpot? I don't see HubSpot actively working on a solution and am dissapointed. It has been a week since this change has occured and many of our systems are now delayed and we have to workaround manually with a company that preaches automation. 

jlgrogan22
Participant

This was a poorly thought through change. 

 

A binary on/off change should have been more proactively communicated and with far greater advance notice. Further, a binary on/off change should have had a transition period.

 

For example: Upon rollout, there might have been no change for existing customers. However, existing customers might have been given option to elect the feature. After six months, the feature might then have become manadatory for all. This would have allowed customers to test the change and provide needed feedback to Hubspot. 

 

At the moment, our integrations are broken. It appears no thought was given to the use case of programmatic / API-driven download of files from Hubspot. No documented means of authentication allows for programmatic download.

 

Prior to changing existing functionality, community feedback should be solicited. Had feedback been solicited, the full set of use cases to be supported might have been appreciated prior to implementing such a change.

 

First, do no harm.

mgoswick
Contributor

Can we at least have access to files via FTP? Right now, there is almost no way to actually access the files in a user-friendly way. Had we been given ample notice, we would have downloaded the files before this change.

mwelch
HubSpot Alumni

Hi everyone,

As promised, I wanted to provide an update on where we are with this. The team met today to discuss a couple of possible workarounds for this issue. We don't have anything concrete to report just yet.

Thank you all for your continued patience as we try to find a solution for this. I'll provide an update here when we have something actionable to share.

Thanks,
Matt

0 Upvotes