Problem with attachments

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    precisionpsych
    Asked on June 18, 2020 at 01:08 PM

    The form has 4 attachments that are required to be submitted. However, 90% of our patients filling out the form say that they have attached the files but they cannot continue through the form. That page keeps giving an error message saying file is not attached when all of them are. How do we fix this problem?

     

    *Note: i removed the "required field" restriction as seen in the screenshot until this is resolved

    Screenshot
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    Carlos_C
    Answered on June 18, 2020 at 02:19 PM

    I'm currently looking at your form, I'll update you on this same thread as soon as I have some news.

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    Carlos_C
    Answered on June 18, 2020 at 02:53 PM

    Hello,

    Thank you for your message.

    I create a clone of your form: https://www.jotform.com/edit/4683134546417202689 and the upload file is enabled.

    I was able to upload the files and continue with the form, in some cases the upload file is not working when the user is opening the form into an app, for example, Facebook Messenger In-app browser, or on Facebook in-app browser. This is a known issue from Facebook for any type of upload field website.

    In-App browser:

    The recommendation is to let the user know to open the Jotform link directly in the browser.

    If you need any further assistance, please let us know. We will be happy to help.

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    Precision
    Answered on June 18, 2020 at 03:24 PM

    Most patients complete the form on an iPad using the Jotform app that we provide. Does the upload issue happen when using that also?

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    Carlos_C
    Answered on June 18, 2020 at 05:21 PM

    I'm currently looking at your form, I'll update you on this same thread as soon as I have some news.