"File not found. It could possibly be deleted" error message when submitting the form

Dear Jotform team,

a client recently got the following error message when submitting the form: "File not found. It could possibly be deleted or moved".You can find the original error message in the attached image. The client is German, so the error message is in German as well. Is it a Jotform related issue or does it have to do with the client's end? The client said she tried to submit the form several times with different browsers and computers, always getting the same error message and the submission not coming through. The client was not redirected to the Thank You -page nor did she receive a confirmation mail. 

This is the form that had the issue: https://form.jotform.com/asiaexchange/application_form_uu 

We have received many other successful submissions to this form during the weekend, so the form itself shouldn't be malfunctioning. I wonder though if you have any insight into what's happening on the client's end. 

Thank you!

Hi,

May I know if the form is embedded on a website? If it is, could you please share us the link to it? 

Based from the error message you mentioned, it seems to be related on the file upload field or the actual file the user is uploading because you mentioned that she already tried using different browsers AND computers? If she can share the file she is uploading, we can check it further, one possible hint is that the file name may be containing special characters that is breaking the upload process. 

I cloned your form and tested it but I cannot replicate the problem.

We'll wait for your response. 

Hi Charlie,

thank you for your reply. The page where the form is embedded is this: http://www.asiaexchange.org/study-abroad/study-in-bali/applying-udayana-university/

(though she might have used the German version here: http://www.asiaexchange.org/de/auslandsstudium/auslandssemester-bali/bewerbung-udayana-university/) 

We will ask her to send us the file she was trying to upload and I will get back to you.

Hi Charlie,

we got the attachments from the client. Unfortunately I cannot share the files here with you due to them containing sensitive personal information of the client, but as far as I can tell the files are fine. The filenames have no issues and I could open them all just fine. There are 5 PDF documents and one JPG image. 

Hi,

I'm sorry for the trouble caused to you. I am not sure why your client were not able to submit form with file upload. I did test German version of your embedded form and I am unable to replicate the issue. I was able to submit your form successfully with file upload. Please check the screenshot below:

I would suggest you to please test your form yourself and get back to us if you are having any issue.

We will wait for your response.

Thank you!