People are unable to accept a form even though it has the documents needed attached to it

On our forms, one of the departments has been having a lot of trouble with approving of most of the forms lately because the system tells them that the submitter of the form forgot to upload a certain document, but the issue is that they did submit the document. But for some reason, the system isn't able to read that the necessary document is there. Is this an issue I can fix or is this a problem for JotForm to fix?

We need this problem to be fixed soon since this has been happening for the past couple of weeks.

I have checked some submissions where you did not receive file uploads and did not find any uploaded file in our servers which means that the files were never submitted or for some reason they did not reach our servers. 

Upon reviewing your form I can see the file upload fields are not required which means that the fields can be sent empty. 

In order to test your form I have noticed it works fine and files were properly sent to our servers and they're showing in the submissions page of your form.

Could you please try setting up the fields as required? 

Once the fields are required your users will get a notice if the fields are empty, if they're still sending empty even when they're required, please let us know.