Upload Button Not Functioning Again

  • Profile Image
    knowledge_hub
    Asked on January 31, 2021 at 10:17 AM

    Dear Jotform,

    Today I've had about 10 instances where my customers were not able to upload their payment slips.

    I'm wondering what's going on with the Upload Widget again. This has happened to me on several occasions already.

    Every time it does, I have to manually do it for them, which takes time and should be automated.

    I can't seem to indicate the root of the problem. Does it happen on some devices only? It seems to work fine on my android phones and laptop, but I'm not sure about using the forms on iOS.

    Is there any way you could address this ASAP?

    https://form.jotform.com/knowledge_hub/purchase-pronun-fiteng

    https://form.jotform.com/knowledge_hub/pronunciation-secrets--interested

    Kind regards,

    Ben P.

  • Profile Image
    Mike_G
    Answered on January 31, 2021 at 04:12 PM

    We would like to apologize for any inconvenience. I have checked the form that has the File Upload field that you linked and it seems to have been set up correctly.

    It could be that the issue happens only on a specific device or web browser that was used when filling out your form.

    Would you be able to get that information from your customers so we may check/test it on our end?

    Also, I can only assume that the form is being submitted using the link you shared and the forms are not embedded, is that correct?

    Can you also tell us more information about the issue your customers are getting, please? Are they getting an error message after they select a file to upload? Or, are they having issues when clicking "Browse File" button?

    We will wait for your response.

  • Profile Image
    knowledge_hub
    Answered on February 03, 2021 at 01:04 AM

    Hi Mike,

    Thanks for responding. I will ask my customers about their experience when trying to upload their payment slips.

    To answer your questions about the link, the form here...

    https://form.jotform.com/knowledge_hub/pronunciation-secrets-checkout

    ... is embedded on this checkout page of my website:

    https://www.knowledgehub.co.th/checkout-pronunciation-secrets


    This form contains 2 other embedded forms:

    1.) https://form.jotform.com/knowledge_hub/purchase-pronun-fiteng

    2.) https://form.jotform.com/knowledge_hub/purchase-pronunciation


    So far, I have enjoyed my experience with Jotform. It's just this one glitch with the Upload File Widget that if you guys are able to fix, would be super.

    Please have a look again, thanks.

    Kind regards,

    Ben P.

  • Profile Image
    Mike_G
    Answered on February 03, 2021 at 04:26 AM

    We would like to apologize for any inconvenience. I have tested the File Upload field on both forms that are embedded in your main form using the Iframe Embed widget and I didn't encounter any issues.

    Pronunciation Secrets

    1612342971_601a66bbd7b0a_zt210203_035712

    Pronunciation Secrets + FitEnglish365

    1612343063_601a67179ecfb_zt210203_035939

    I checked how the File Upload field on both forms and it appears that fields are set up correctly. There is no limit to the number of files that can be uploaded and the file size and the file extension are also set up correctly.

    1612343140_601a6764d609f_zt210203_035912

    1612343213_601a67adde5b6_zt210203_035920

    Kindly confirm with your respondents the exact issue they are having on their end so we may test it properly. They can also tell us the error message they are getting if there is any.

    We will wait for your response.

  • Profile Image
    knowledge_hub
    Answered on February 04, 2021 at 01:14 AM

    Hi Mike,

    Thanks so much. So far, I have not received any new reports from customers about uploading their payment slips. The Upload widget seems to be functioning properly again. I'm not sure how, but there was one action that I did, which seems to help.

    And that is to "Update Widget" on Iframe Embed. Ever since there has been no new issue reported.1612419103_601b901f067c0_Update Widget.p

    So far so good.

    Thanks again, Mike.

    Ben P.