When I attach a file, it refreshes the from with all of my data gone and no file attached

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    bfackrell
    Asked on February 14, 2020 at 02:06 PM
    Now I have a new issue (from my smart phone only).  If ill out the form and then select "File Upload" and browse to attache a file.  When I attache it refresh the from with all of my data gone and no file attached.
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    IvayloK
    Answered on February 14, 2020 at 02:23 PM

    I tested your form on my mobile (Samsung A7) and was not able to replicate the issue. I was able to successfully upload few files in the "File Upload" field.

    Can you please try to clear the cache of your browser?

    If the issue still persists, please test with a different browser.

    Please apply these simple fixes and let us know, if they help.

    We will wait for your response.

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    bfackrell
    Answered on February 15, 2020 at 12:59 PM

    Thanks.  This is working, for now.  I'm having a lot of little issues that seem to come and go and none of you seem to be able to replicate them...frustrating.  

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    roneet
    Answered on February 15, 2020 at 01:24 PM

    We are sorry for the inconvenience this has caused.

    To fix the issue at our customer's end we need to first replicate it at our end so that either we can fix it for you or escalate it further to our second level. We test the issue in different devices, browsers. So until and unless we can replicate we cannot debug it and provide a fix for it.

    Sometimes clearing the browser cache or clearing account's cache helps in making your form work.

    https://www.refreshyourcache.com/en/home/

    https://support.google.com/chrome/answer/95464?co=GENIE.Platform%3DAndroid&hl=en

    Please let us know what further issues are you experiencing?

    We will gladly assist you.

    Thanks.

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    bfackrell
    Answered on February 15, 2020 at 01:46 PM

    I completely understand and I'm certain that issues like this are frustrating from your end as well.  The problem is that all I can think about is how each of my customers will be using this form only one time and, if I'm having random issues that you cannot duplicate, my customers will also have random issues.  I imagine that many of them will try once or twice (they won't even think or care to clear their cache) and then give up.  If it fails, I'll probably loose that potential customer because this is their initial contact with the company.

    Your form designer is awesome!  I never thought I'd turn to a third party for something like this but I love that it can save me hours of coding.  But, it needs to be at least as reliable as it would be if I coded it myself.

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    Mike_G
    Answered on February 15, 2020 at 03:14 PM

    Apologies for any inconvenience you have experienced with your form lately.

    Although it may be tedious, we can only advise our users to test their forms from time to time, just in case, there is an issue that has suddenly arise and report it to us right away. Our support forum is available 24/7 and we will be glad to help you with your questions or concerns should there be any.

    I would suggest that you keep track of the frequency of the submissions you are getting so you'll know if you are getting fewer submissions than usual. You may also include in your form your contact details and instructions on how your respondents can contact you if there is an issue.