Upload file form not working correctly

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    prolab
    Asked on September 10, 2012 at 04:04 PM

    We are only using one form on your site, the upload files form. We are a photo lab and our customers use it to send files to us for printing. It gets used several times each day for uploads.

    We have been encountering two different problems on a regulare basis.

    First, customers sending large zip files (ie. 300mb) show on their end that the upload is complete without errors but we never get the file. We also see situations where customers are sending lots of files, say 500 jps, only 100-200 get uploaded and then it fails.

    Our second problem is with dropped files. We have set it up so the file uploads also go to our FTP site for easy retieval, yet we are constantly seeing only a partial upload to our FTP. We see all the files listed in the email but they are not all on our FTP, so we have to log into our jotform account and download them one by one, or download them one by one from the email link.

    Please advise.

    Do you have a support phone number I can call?

    Thank You,

    Neil McGreevy

  • Profile Image
    NeilVicente
    Answered on September 10, 2012 at 04:31 PM

    First, customers sending large zip files (ie. 300mb) show on their end that the upload is complete without errors but we never get the file.

    Dropbox imposes a 150mb limit for files uploaded through their API. That means, you won't be able to receive files larger than that to your Dropbox account. However, if the files are missing in the form's submissions page, then that's another story.

    We also see situations where customers are sending lots of files, say 500 jps, only 100-200 get uploaded and then it fails.

    There are a lot of possible reasons as to why this happens.

    - Because your form was embedded using full source code, it might be that the form scripts are conflicting with your site's scripts. To eliminate this possibility, try using iFrame method to embed the form.

    - It is also likely that the user's browser isn't able to handle that many files being uploaded at once. Also, it could be their network connection that is causing this issue.

    Our second problem is with dropped files. We have set it up so the file uploads also go to our FTP site for easy retieval, yet we are constantly seeing only a partial upload to our FTP. We see all the files listed in the email but they are not all on our FTP, so we have to log into our jotform account and download them one by one, or download them one by one from the email link.

    Do you mean you are ALWAYS not receiving all files on your designated FTP folder? If it is an intermittent issue, then the problem could lie either on our end or yours. Please provide more details so we can investigate further.

    Do you have a support phone number I can call?

    Sadly, we do not have a phone support hotline yet, but we're working towards having one.