HIPAA FORM>>File Upload Widget>>Photos not uploading after submission

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    dadstudy
    Asked on September 11, 2019 at 02:18 PM

    I've had this problem before, and was able to fix it. However it has come up again, and I don't know what to do now. Please help.1568225911jotform2.JPG

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    VincentJay
    Answered on September 11, 2019 at 03:40 PM

    Please try enabling and then disabling the PHI field to your form. After that, please try to test the form again and let us know if the issue still persists.

    1568230627gds43.png

    Related guide: How-to-set-PHI-fields-on-your-forms


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    dadstudy
    Answered on September 11, 2019 at 05:16 PM

    Same issue. Still didn't work.

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    Vanessa_T
    Answered on September 11, 2019 at 06:26 PM

    On your previous post, you mentioned you were able to fix the issue, can you please share to us what steps did you take to fix the issue so that we can review if that would be possible to do here.

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    dadstudy
    Answered on September 11, 2019 at 06:35 PM

    Support told me to go to options and replace the default file types with an asterisk to include all options. This seemed to work at first, but then stopped, as shown in the screenshot in my first message.  

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    VincentJay
    Answered on September 11, 2019 at 07:08 PM

    Are you referring to this form? https://www.jotform.com/62988256034161

    If yes, I cloned your form and I was not able to replicate the issue on my end. 

    156824272515a53.png

    I also submitted a test submission to the form (https://www.jotform.com/62988256034161), could you please check the submission page if you can view the image of my test submission?

    We'll wait for your reply. Thank you. 

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    dadstudy
    Answered on September 11, 2019 at 07:33 PM

    Yes, that's the correct form.

    Your submission went through and I can see your picture. Is it the file type that people are submitting? I see you used a .png, most, if not all, our submissions are .jpg

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    dadstudy
    Answered on September 11, 2019 at 07:34 PM

    Are the settings the same on your clone as on my form?

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    JohnRex
    Answered on September 11, 2019 at 08:24 PM

    I also cloned your form and made a test submission. However, I wasn't able to replicate the issue on my end. This time I have uploaded a jpg file:

    15682476761960507.png

    And yes, the settings are the same as your form.


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    dadstudy
    Answered on September 11, 2019 at 08:53 PM

    I don't understand. It's not working when we try it or when others have submitted theirs. 

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    JohnRex
    Answered on September 11, 2019 at 09:24 PM

    Could you please try adding another File Upload widget just below the existing one and make a test submission. That way we could see if the issue is with the field itself.

    Let us know if the new file upload widget doesn't work either.

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    dadstudy
    Answered on September 13, 2019 at 05:31 PM

    I created a new file upload widget and it didn't work either. I got the same results as with the original one. The one on top is the new one, the one in red is the original. Neither would download and both said that file type wasn't supported. (And .jpg is definitely one of the options in the properties.)

    1568410187jot1.JPG

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    Augustine_O
    Answered on September 13, 2019 at 07:45 PM

    Hello,

    I was unable to reproduce this issue at my end. The images uploaded on a clone of your form works just fine as it does with my other colleagues. Maybe this issue is browser-specific. Can you let us know which web browser you are using? If it is Google Chrome web explorer, you can try checking out Google's guide on resolving issues related to broken images on Chrome. Here's the guide: https://support.google.com/websearch/answer/112568?hl=en 

    Also, you may consider looking through this recent article: https://windowsreport.com/quick-fix-google-chrome-broken-image-icon-error/ 

    I hope this helps.

    Please, let us know if you need anything else and we will be more than happy to help. 

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    dadstudy
    Answered on September 16, 2019 at 05:57 PM

    Thank you for trying to help. The browser does not seem to be the issue. I ended up deleting the widget, creating a new one, and placing it at the bottom of the form. For whatever reason, if I insert the widget anywhere near the beginning of the form, it won't work. I even created a new page for it alone and it wouldn't work. I'm not sure what that means, but thankfully I can see the photos now. It's just not in the order I would prefer. 

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    KrisLei
    Answered on September 16, 2019 at 06:53 PM

    Hi,

    Glad to hear you are able to access the uploaded photos now. But, can we try to put the field on the original order as you prefer, then this time adjust the Question Spacing option on the form through the Form Designer. You can change the value to 10 which is unnoticeable on your form layout.

    I encountered the same issue before, and it seems that the fields are sometimes not functioning properly if there is no space in between them. You also mentioned that when you placed the field at the end of the form it worked then I came to the conclusion that it must be the space between the fields. Also for you to have the form on its original order, and let us know if it works.

    1568673713question spacing.JPG


    I hope this helps.


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    dadstudy
    Answered on September 18, 2019 at 05:12 PM

    KrisLei, thank you for your response. I was super hopeful that trying your suggestion would work, but unfortunately when I tried it the image had the same issue as it did previously, and still would not download. 

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    JohnRex
    Answered on September 18, 2019 at 05:58 PM

    We still can't replicate the issue. It seems that it happens only to your form.

    Let me escalate this to our backend team so they could take a closer look at the issue, We'll keep you informed on this thread as soon as updates are available.