File upload isn't working with mobile phone

  • Profile Image
    manager5land
    Asked on June 15, 2020 at 02:41 AM

    form- https://form.jotform.com/201658183303148

    My desktop computer with FF works fine.

    I have tried to upload files using Android and iOS 11.

    both mobile devices has an error message- "You have uploaded an invalid image file type".

    I have verifyed that my form allows the following file types-

    pdf, doc, docx, xls, xlsx, csv, txt, rtf, html, zip, mp3, wma, mpg, flv, avi, jpg, jpeg, png, gif

    I have verifyed that there are no extra spaces within the file extentions.

    the photo file name that i am trying to upload is a .jpg

    I have tried 10 different photos on android and iOS, all photos receive the same message- "You have uploaded an invalid image file type"


    what could be the issue?


  • Profile Image
    Vick_W
    Answered on June 15, 2020 at 06:13 AM

    Hey there,

    Currently I'm checking this for you and will get back to you with an update shortly.

    Thanks

  • Profile Image
    Vick_W
    Answered on June 15, 2020 at 06:29 AM

    Hi,

    I've cloned your form and have done some testing on both Android and IOS 13. On both devices the image got uploaded successfully. Please have look at the screenshots below.

    Android

    1592216815Screenshot_2020-06-15-15-19-25

    IOS 13

    1592216887Dashboard 2020-06-15 15-20-23.

    If you are still facing the same issue then please follow the guide below to clear your form cache and let us know if you are still facing the same issue.

    https://www.jotform.com/help/229-How-to-Clear-Your-Form-Cache

    Looking forward to your reply.

    Thanks

  • Profile Image
    manager5land
    Answered on June 15, 2020 at 02:54 PM

    I cleared the cache prior to emailing earlier.


    Here is the issue-


    It appears to be a mobile browser issue. I have tested it on Android Samsung SM-G970U version 10, with Firefox and it will give an error saying that "You have uploaded an invalid image file type". (And yes, I did update the firefox app to the latest software version 68.9.0)However, using the same Android with Chrome, there is no problem uploading the file.


    I have tested the file upload with a Dell laptop using Firefox and IE with no problems.


    Likewise, I have tested it on 3 iPhone's-


    One iPhone was an 11 with Safari, version 13.4.1 (17E262) software. There was no problem loading the file.


    Another iPhone was an X with Safari, version 13.5.1 (17F80) software There was no problem loading the file.

    Another iPhone was an 11 with Safari, (don't have version) software, and there was an error message "You have uploaded an invalid image file type".


    For some reason, Firefox is displaying or Jotform is interpreting the file extension as being something other than jpg etc...


    upon researching, I have found many issues with Jotform uploading files with various mobile phones. (many of which are a year or more older)


    I can't seem to find any additional information on the internet, that would lead me to add any other file extensions in my file types.


    A jpg should be a jpg, shouldn't it??


    All 3 of the example phones used the "Gallery" to upload the files.

    While I understand that it appears to be a mobile browser issue, how do I safe guard myself with providing a form that everyone should be able to upload a file on?

     

  • Profile Image
    VincentJay
    Answered on June 15, 2020 at 06:19 PM

    I did a test on your form and I was not able to replicate the issue. I was able to attach a *.jpeg file without any issue. I am using an Android phone and Firefox (68.9.0).

    Do I need to submit the form to replicate the issue? 

    Also, is the form embedded on a website? If yes, please share the website link so we can test it further.

    For testing purposes, please try using a different mobile android device and see if the issue still persists.

  • Profile Image
    manager5land
    Answered on June 16, 2020 at 06:00 PM

    no thanks, I will just insert a sub heading stating that users need to be aware that some mobile browsers may not work correctly and just to use another mobile device if problems occur.

    Thanks, Chris