Issue with mobile image uploads on our form

  • Profile Image
    blackstonelabs
    Asked on February 18, 2021 at 05:15 PM

    Hello,


    We are getting emails about users being unable to upload images from a mobile device when attempting to fill out a form. But the issue is not present on desktop, is this an error you are currently aware of?


  • Profile Image
    Vick_W
    Answered on February 18, 2021 at 10:17 PM

    Hi there,

    I've checked your first 2 forms on my android mobile and the upload field is working as expected. Do you know the device your users were using? Are they able to see any errors?

    I've not seen other tickets with the same issue yet. Looking forward to your reply.

    Thanks

  • Profile Image
    Vick_W
    Answered on February 18, 2021 at 10:17 PM

    Hi there,

    I've checked your first 2 forms on my android mobile and the upload field is working as expected. Do you know the device your users were using? Are they able to see any errors?

    I've not seen other tickets with the same issue yet. Looking forward to your reply.

    Thanks

  • Profile Image
    Vick_W
    Answered on February 18, 2021 at 10:17 PM

    Hi there,

    I've checked your first 2 forms on my android mobile and the upload field is working as expected. Do you know the device your users were using? Are they able to see any errors?

    I've not seen other tickets with the same issue yet. Looking forward to your reply.

    Thanks

  • Profile Image
    blackstonelabs
    Answered on February 19, 2021 at 12:12 PM

    Vick,


    I would assume Apple phones as the most prominent among our user base, though they are having issues when choosing a photo to upload, nothing is uploaded. I cannot seem to recreate the issue on my end on either Android or Apple, but we get about 5 emails a day from users not being able to upload images.


    Just wanted to see if this was a common error you know of or (more than likely) user error.



    Thank you!

  • Profile Image
    FelipeSantana
    Answered on February 19, 2021 at 04:31 PM

    Hello @blackstonelabs,

    We do apologize for the inconvenience that you have experienced.

    It would seem that there are no known issues with the file upload field as of now. I've tested the field on a few of my sample forms via Android and Apple devices and I am not able to replicate any issues.

    May we know if your users are accessing the form directly via the Form URL, or do you perhaps have the form embedded on a webpage? If the form is embedded, please share the link to the webpage where the form is located so we can test the issue further.