Video not uploading

Can you check why my video is not uploading.  I have tried several times - even leaving it to upload overnight but to no avail.  I'm trying again now but the upload bar has not moved in 5 minutes.

Thanks

Greetings.

Can you please let us know the form URL where you wish to upload your video?

Also, please let us know what is the size and the format is the video?

Thank you for your cooperation. 

Hi,
The URL is https://form.jotform.com/vbrspecialist/first-visit-appointment
The video is 500MB and is mp4 format.
Thanks,
Sheelagh
...

Thank you for the additional information.

I have checked the provided form, and to upload the video file, you need to submit the form. Upload won't start otherwise. 

Can you please confirm that you have clicked the Submit button?

If you did, could you please try to upload the file using a different network? Does the problem persist on them as well?

Thank you for your cooperation. 

Hi,
Yes the 5 times I have tried to upload the file I have clicked the submit
button and each time its failed. I am trying for the last time as this has
been going on all day! The only other network I can try is 4G network
through my husbands phone plan. Are there normally problems uploading
videos onto the URL?
Thanks
...

I have tried to submit the cloned form, and it worked without any problems.

Can you please let us know, once you click on the submit button, does it change to Please wait... and can you see the upload progress in the bottom left corner:

Thank you for your cooperation. 

Hi,
It says please wait but there is no uploading progress in the left corner.
I submitted the two videos again via my husbands 4G hotspot and something
has uploaded but it may just be the first short video. Are you able to check
if both have uploaded please one is 500MB, the other is around 70MB.
Many thanks
Sheelagh
...

We'll check and revert.

Thank you for your patience. 

I have checked the submissions on the form, however, I was not able to isolate your submission since you were not asked to provide the email. Could you please let us know your VV appointment number, or any other unique information from the form, so we could locate your submissions.

Thank you for your cooperation. 

New response received




Hi, it's VV185578 . On 26/08/2020, 12:11 JotForm <noreply@jotform.com> wrote:





A new response has been received:





Answered by Bojan_J


Thank you for your patience. 
I have checked the submissions on the form, however, I was not able to isolate your submission since you were not asked to provide the email. Could you please let us know your VV appointment number, or any other unique information from the form, so we could locate your submissions.
Thank you for your cooperation. 



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1598440286
...

Thank you for the additional information.

Please allow us some time to test the files you have submitted. 

Thank you for your patience. 

Thank you for your patience.

I have checked both files. Although they are not the size you have mentioned (they are about 30 and 500 MB), I was able to open them without problems. One of them is about 15 seconds, and another one is about 4 minutes long.

Let us know if you have any additional questions. 

New response received




Thank you for checking. It seems that the videos wouldn't upload through our Dky network but did through the mobile 4G hotspot. Have you heard of problems with Sky before? On 26/08/2020, 16:18 JotForm <noreply@jotform.com> wrote:





A new response has been received:





Answered by Bojan_J


Thank you for your patience.
I have checked both files. Although they are not the size you have mentioned (they are about 30 and 500 MB), I was able to open them without problems. One of them is about 15 seconds, and another one is about 4 minutes long.
Let us know if you have any additional questions. 



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1598455089
...

We did not have any reports about problems with the Sky network.

If we get additional tickets relating to this problem, we will forward it to our developers so they can see what is happening.

Let us know if you have any additional questions. 

New response received




Thank you for your help. On 27/08/2020, 11:32 JotForm <noreply@jotform.com> wrote:





A new response has been received:





Answered by Bojan_J


We did not have any reports about problems with the Sky network.
If we get additional tickets relating to this problem, we will forward it to our developers so they can see what is happening.
Let us know if you have any additional questions. 



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