Photos from form not uploading after submission

  • Profile Image
    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

  • Profile Image
    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


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

    Same issue. Still didn't work.

  • Profile Image
    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.

  • Profile Image
    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.  

  • Profile Image
    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. 

  • Profile Image
    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

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

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

  • Profile Image
    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.


  • Profile Image
    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. 

  • Profile Image
    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.

  • Profile Image
    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

  • Profile Image
    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.