File upload field: Browser File button is not working

  • Profile Image
    MikeSchwarz
    Asked on February 02, 2021 at 10:43 AM

    We are experiencing issues with customers who cannot upload documents through the drag and drop widget - but only on AppleMac.

    This has only just come to light. Is there an issue you know about that would cause this?

    Mike Schwarz

  • Profile Image
    FelipeSantana
    Answered on February 02, 2021 at 01:00 PM

    Hello Mike,

    Thank you for contacting Jotform Support. We do apologize for the inconvenience that you have experienced.

    After checking your account, I have found that you currently have many active forms and I am unaware of which one is causing the issue. In order for us to troubleshoot the widgets on your form, we will need to know which form is causing issues.

    Could you kindly share the URL of the form(s) in question?

    However, I have run some tests on the Drag-and-drop Upload widget and I was not able to reproduce any issues. It seems that the widget is working correctly on my end.

    Can you also share the device details of the MAC that you are using? This way we can try to reproduce the same error on our end.

    We look forward to your response.

  • Profile Image
    MikeSchwarz
    Answered on February 02, 2021 at 01:28 PM

    Thanks for your message.

    Customers have experienced issues on two forms and they are:

    https://eu.jotform.com/build/201774186287060

    https://eu.jotform.com/build/201814952187055

    I have attached two screenshots of the widgets causing the issues.

    Sadly I have no idea what MAC versions the people are using but may be able to find out possibly.

    Regards

    Mike


    1612290478_601999aea183f_jotform error 1


    1612290499_601999c3b1ea1_jotform error 2

  • Profile Image
    Basil_A
    Answered on February 02, 2021 at 05:54 PM

    Hi,

    I have been testing the widget and I have been incapable of replicating the issue.

    Could you tell us what browser and Mac version was used for us to investigate further?

    Looking forward to your reply.

  • Profile Image
    MikeSchwarz
    Answered on February 03, 2021 at 03:38 AM

    Just to confirm with a bit more information:

    Just to confirm, the drag and drop works fine, it's the 'Browse files' button that does not work 

  • Profile Image
    Lorenz_A
    Answered on February 03, 2021 at 06:19 AM

    Greetings,

    Aside from your customers having the issue, are you getting the same behavior when using the form?

    I tested both forms on MAC(Safari) and I was able to attach a file from the "Browser files" button. The file upload field is working as expected with the "Browse files" button.

    See the screenshots below.

    1612350883_601a85a374bb1_test - 2021-02-1612350883_601a85a34b87b_test - 2021-02-

    It would be great if you can gather enough information from your users on what browser and mac version did they encounter the issue with the upload field, that would really help us investigate further

    Also, I have cleared your form's cache from our server, you may ask your customer to test the form again to see if the "Browser files" button is working now.

    If the issue still persists please let us know.


  • Profile Image
    MikeSchwarz
    Answered on February 03, 2021 at 07:41 AM

    The latest update I have is:


    • Browser - Safari
    • Mac version - MacOS Mojave 10.14.6
    • Retested and the button is still not working


  • Profile Image
    Jong_P
    Answered on February 03, 2021 at 09:03 AM

    Hi Mike,

    Please let us test around a little bit more concerning your setting. The Form caches have been cleared, and it should usually solve the situation, but we will test a little bit more before informing our developers.

    Your understanding and patience in this matter is greatly appreciated.

    Best,

  • Profile Image
    MikeSchwarz
    Answered on February 03, 2021 at 09:21 AM

    Thank you.


    Mike

  • Profile Image
    Jong_P
    Answered on February 03, 2021 at 04:33 PM

    Hi,

    Thank you for your kind patience. I have tested the Forms, and I could access the BROWSE FILES button, and the buttons seems to be working.

    After clicking the BROWSE button, I could go into choosing window;

    1612387749_601b15a585d7c_20210204_0626-

    Could you see if you could access the Browse button again on your end?

    If you finally confirm that you can not access the button, I will contact our developers.

    Best regards,

  • Profile Image
    BMTransport
    Answered on February 25, 2021 at 04:38 AM

    Good Morning...

    This is an on going issue I am having also, My users a closed group of people are using it from there phones and loading via Google Chrome, I currently have a form that is a problem, We have the abiltiy to log into phones and test it we see it happening

    here: https://form.jotformeu.com/93316170335351??driverid=532

    This is an intermittent problem, If I go back into the form designer and change the file size by a couple of meg's it starts working again, and it doesn't happen to all people, that is why you are opening it fine it will work for you 999/1000 times and then not.

    I got a report about the above report this morning and went through the form to check and it is not working for me on desktop Chrome browser, what happens is when i press browse I see the button being pressed but the file select form doesn't load

    This is a problem with this widget as I use this over a lot of our forms for uploading and it can happen on anyone of the forms, I have checked storage etc and that is all fine, If you find a solution Can you pass it onto to me as well, hope this helps


    time: this started last Oct/Nov never a problem before then

    1614245623_60376ef7b7454_


    1614245694_60376f3e7c944_

  • Profile Image
    Lorenz_A
    Answered on February 25, 2021 at 06:14 AM

    Hi there,

    We apologize for the inconvenience this has caused you.

    I was able to replicate the issue when I tested your form. However, I cleared your form's cache and it seems to have resolved the problem I'm getting with the "Browser Files" button.

    See the image below.

    1614251565_6037862d9b90e_kwekkwek.png

    Kindly please test your form again to see if the issue still persists on your end.

    We will wait for your response.

  • Profile Image
    BMTransport
    Answered on February 25, 2021 at 09:50 AM

    Yes that is working now... How did you clear the cache

    Thanks


    Philip

  • Profile Image
    Jong_P
    Answered on February 25, 2021 at 10:09 AM

    Hi,

    Please refer our guideline on how you can clear the form caches - https://www.jotform.com/help/229-how-to-clear-your-form-cache.

    Clearing your form caches from time to time can be helpful in many cases as well.

    Please let us know if you have more questions.