File Uploads Consistently Failing

  • Profile Image
    sseningen
    Asked on December 03, 2012 at 03:49 PM

    Hi All,

    Larger files (100mb+) have failed uploading 100% of the time.  Max file size is set to 1GB, the form is embedded in an iframe, and all file extensions have been properly added.

    Small files seem to work fine, but over 90% of the files we are expecting will be in the 300MB - 1GB range.

    Thank you!

     

    The form is located at:  http://scwfitness.com/assessments/

    The direct link for the form is: http://form.jotformpro.com/form/23305882601954

  • Profile Image
    NeilVicente
    Answered on December 03, 2012 at 04:05 PM

    Hello,

    Is this problem common to all users of your form, or is it just you who is experiencing this issue? May I ask what exact error message you are receiving upon upload failure?

    Any additional information can help us solve this problem ultimately.

    By the way, I am currently uploading a test file to your form, and will let you know my results in a while.

    Best regards

  • Profile Image
    sseningen
    Answered on December 03, 2012 at 04:22 PM

    Thanks Neil!  This is common to all users.  We've been testing from a few different states on different machines and browsers.

     

    Upon Single File Upload

    - Users uploading from a Mac (Safari Browser) experience an infinite "Please Wait."

    - Users uploading from PC (Firefox, and IE) experience "Connection was Reset"

     

    Upon Uploading a Single File from Multiple File Upload Option (Support suggested this be changed back to the current single file upload option)

    - Users uploading from a Mac experience their upload stopping at 7%.  The circle keeps moving as if the file is being uploaded but nothing is actually happening.

    - Users uploading from PC get a "Failed" notification after about 5%.

     

    Thank you again for your assistance, let me know if I can provide any more information.

  • Profile Image
    NeilVicente
    Answered on December 03, 2012 at 06:07 PM

    Sadly, I was unable to recreate the problem on my end. Please check out the screens below.

    http://screencast.com/t/v4jPpWcz

    http://screencast.com/t/hZ1b6w2y2kuW

    The file I uploaded is a ~200MB 'fake video' file i.e., it was originally a zip file and I just changed file extension so that your form will accept it.

    Is the 'Please Wait' message your users are receiving the same as the one on the first screenshot above? That message is an indication that the file is being uploaded.

    Depending on their connection speed, uploading a large file may take a long time. In fact, on my end, it took almost an hour to finish. It would probably be a better idea to switch to multiple upload type so that your users will have a way to know that the file is being uploaded. Then, we will troubleshoot from there on out.

    By the way, may I ask if you were able to recreate this problem on your end?

  • Profile Image
    sseningen
    Answered on December 04, 2012 at 07:25 AM

    Thank you again Neil for helping me look into this.  I have switched the form to allow for mulltiple uploads.  Attempting to download a 350mb file, I again experienced a "Failed" after a few moments from the PC.  Mac upload moved incrementally until it got to 7% and never rose higher than that.  Same when attempting to upload 800mb file, which is closer to the file size we are expecting.

  • Profile Image
    jonathan
    Answered on December 04, 2012 at 08:27 AM

    @sseningen 

    Hi, I was able to reproduce your issue at this time when I tested the form in your website.

     

    Its no more than 20 secs when the 'Failed' message will appear after triggering the upload process. I was able to replicate the issue even on my cloned form from yours - both using single or multiple upload version of upload field. 

    I also tested it both on 355MB and 715MB avi file, which both have failed result.

    However, using 1MB avi file, was successfully uploaded. I know it will be mute to guess which size is appropriate as this is supposed to work on up to 1GB file sizes.

    But you may want to check your previous successfull submissions as to what file sizes are at average that able to make it thru.. so, base on the average, you can probably put an advise to incrementally upload only up to such sizes in multiple instance. I am sorry, but as of now, its the solution I could come up, until this issue is checked.

    I will elevate this to our Next Level support to be check immediately. 

    You will be informed as soon us new updated response are available on this thread.

     

    Thanks.

  • Profile Image
    sseningen
    Answered on December 04, 2012 at 03:52 PM

    Thanks Jonathan - We love using Jotform and If this matter is resolved in the next day we will be upgrading to more storage to accomodate. We are eager to roll out this page to our members and the only thing in our way at this point is JotForm.  

  • Profile Image
    Deygus
    Answered on December 04, 2012 at 04:17 PM

    On behalf of my colleague you are welcome. Our developers will notify you shortly as soon as they have time to take a look at this issue. In the meantime we do appreciate your comments as well as your patience until then.

  • Profile Image
    sseningen
    Answered on December 04, 2012 at 05:14 PM

    Not a problem, one more thing to note just in case it has some effect on the developer's solution is that we'll be integrating the form with Google Drive.

  • Profile Image
    sseningen
    Answered on December 06, 2012 at 05:19 PM

    Thank you for looking into the issue, we have gone with another option.

  • Profile Image
    Mike_T
    Answered on December 06, 2012 at 05:27 PM

    We will let you know when we have any updates on this. Thank you very much for your patience and understanding in this matter.

  • Profile Image
    sseningen
    Answered on December 08, 2012 at 12:48 AM

    Thanks again, JotForm is a great service!

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    Mike_T
    Answered on December 11, 2012 at 03:01 PM

    We are happy to inform you that the issue has been solved. Now you can upload up to 1GB files.

    However, we would like to recommend you to stick with the Single Upload fields, as the Multiple Upload fields may not work properly for large uploads due to the nature of the technology used on them.

    Thank you very much for your patience and understanding in this matter.