Upload File: Why it is not working properly on my form?

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    Brandy Conrad  
    Asked on February 01, 2021 at 02:58 PM

    Hello, we have an application form on our Jotform account that requires customers to input photos of themselves. The form suddenly stopped letting them download the photos and kicks them off, causing us to lose out on a ton of business. Can you please help me figure out what changed? It’s our NBR®️ Application.

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    Zahra_S
    Answered on February 01, 2021 at 09:03 PM

    Hello Brandy,

    We apologize for all the trouble.

    I tested your form on my end, and I was able to upload images successfully. Max file size for uploading pictures is 10.6MB. It may be possible that clients are uploading images with larger file sizes. The file size limit is mentioned on the form.

    1612230535_6018af87a6e58_

    I would suggest you display a message using a Text Field to upload one image at a time and reduce image size if they want to upload multiple images. You can also attach a guide on how to reduce image size like this one: https://www.youtube.com/watch?v=KeNlAQiz3h4. I have also cleared your form cache on our end to avoid any issues due to that.

    I hope this helps. Please let us know if you need further assistance.

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    Brandy Conrad  
    Answered on February 02, 2021 at 09:33 AM
    Thank you so much. We will try again. When we tried it the browse button
    wasn’t working at all to even try to load a photo but I’ll try again. Could
    it also be the phone link instead of the computer link? I’ll try both.
    Thank you for your help.
    Brandy Conrad
    ...
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    Zahra_S
    Answered on February 02, 2021 at 11:25 AM

    Hi Brandy,

    You're welcome. I also tested your form on my mobile, confirming that the upload button is working. If it doesn't work, please share the device details with us.