Unable to take and upload images from the phone

Hello,

We have encounter an issue with one of our form (https://form.jotformeu.com/62063860791358). Some people can't manage to take pictures and upload them directly within the form, it keeps shutting their phone off.

Do you maybe have a solution for this? 

Thanks

Greetings and thank you for your message.

I have tested your form on my phone and had no problems with it.

Can you please let us know what phone your users are using and which browser they have?

This way we will be able to properly test your form and find the solution for it.

Additionally, can you let us know are their phones completely shut down, or they only restart? Or are you referring only to the browser?

Thank you for your cooperation.

Hello,

Here is the info from the user. 

It’s a Samsung S10

Google Chrome

The phones shut down and then restart

Thanks,

Thank you for your reply.

I have tested the clone of your form, but I was not able to replicate the problem.

Can you let us know does this happens when the Take photo button is clicked, when the photo is taken, or when the form is submitted? Does this happen on other browsers as well?

Thank you for your cooperation. 

Here's his response:

This issue only happens when I try to upload a picture from my photo album (previously taken). Live photo's seem to be ok.

This has only started to happen on my phone lately and is not occurring on the computer browser.

Thank you,

Thank you for the additional information.

I have tested your form once again, but I am still not able to replicate the problem.

Can you please test the form in other browsers as well or in the incognito window of Chrome? If the problem is not present, please try to reinstall the browser or update it to the latest version.

Thank you for your cooperation.