Dropbox Integration: large video uploads are not going to Dropbox

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    coolchoir
    Asked on February 20, 2021 at 05:48 PM

    Hi I have two upload options on my form. One for photos, one for video. The form is showing as correctly integrated with Dropbox. However, upon submission, only photos are going into my designated dropbox folder. Videos are not. Not sure why? Can you help please. Thanks

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    Vick_W
    Answered on February 21, 2021 at 02:12 AM

    Hi there,

    The video file size in your submissions is larger than 600MB. Integration may take some time to upload the file in Dropbox. Could you please check the Dropbox folder again to see if the file is uploaded now? Looking forward to your reply.

    Thanks

  • Profile Image
    coolchoir
    Answered on February 21, 2021 at 10:33 AM
    Hi
    The file IS there now..but only because I manually downloaded it and put it there myself. It never made it there automatically as intended. There was plenty of time for it to upload, despite it being a large file. It wasn’t so large that it would take hours and hours. I still think there is a problem. Thanks
    Best Wishes!
    Jamie Serafi
    (Creative Director, Cool Choir®)
    www.coolchoir.com
    Tel: (587) 387-2775
    Find Us On Facebook!
    Love to Tweet? Follow us! @coolchoir
    ...
  • Profile Image
    Welvin
    Answered on February 21, 2021 at 02:04 PM

    Hello Jamie,

    I have escalated this ticket to our developers to see if they can help us figure this out. If we have an update, we'll let you know through this ticket.

    I'm also currently doing some tests with the same file size. I'll let you know.

    Thanks

  • Profile Image
    coolchoir
    Answered on February 22, 2021 at 01:33 AM
    Thank you so much
    Best Wishes!
    Jamie Serafi
    (Creative Director, Cool Choir®)
    www.coolchoir.com
    Tel: (587) 387-2775
    Find Us On Facebook!
    Love to Tweet? Follow us! @coolchoir
    ...
  • Profile Image
    coolchoir
    Answered on February 23, 2021 at 02:55 PM
    Hi can you please update me on this case? There hasn’t been a response now for over 24 hours
    Best Wishes!
    Jamie Serafi
    (Creative Director, Cool Choir®)
    www.coolchoir.com
    Tel: (587) 387-2775
    Find Us On Facebook!
    Love to Tweet? Follow us! @coolchoir
    ...
  • Profile Image
    Welvin
    Answered on February 23, 2021 at 07:29 PM

    The ticket is already assigned to our backend team. Unfortunately, we do not provide any timeframes for each ticket that we raised. Rest assured, you will be notified through this ticket when updates are available.

    After I posted my previous reply, I actually tested this right away. I have the same file size, and although there is a delay, the integration has sent the MP4 file to Dropbox, and I can view it from there.

    1614126379_60359d2baba74_

    I would suggest removing the integration, reload the form builder, and add it again. That may work. If not, I'm afraid we will have to wait for our developers to provide us updates.

    Thanks

  • Profile Image
    coolchoir
    Answered on February 28, 2021 at 01:11 PM
    Not a single one of these videos uploaded to my Dropbox. I’ve had to manually download each one from Jotform and then drag it into the Dropbox folder…maximising the risk of human error and therefore missing some videos. I’m very very disappointed with this. Nobody has been in touch to offer any significant help and it has been days since I submitted help. My project concludes at midnight tonight and it no longer matters but I wanted to express my disappointment and frustration. The ‘upload’ widget has NOT functioned as intended. Sorry.
    Best Wishes!
    Jamie Serafi
    (Creative Director, Cool Choir®)
    www.coolchoir.com
    Tel: (587) 387-2775
    Find Us On Facebook!
    Love to Tweet? Follow us! @coolchoir
    ...
  • Profile Image
    Welvin
    Answered on February 28, 2021 at 02:36 PM

    Hello Jamie,

    I understand and agree with your disappointment/frustration. The ticket was still assigned with the same high priority. When assigned, we don't regularly post an update to the ticket and only wait for our developers or the assigned team to respond. The support team can only hope our backend team can figure this out sooner. As much as we want to get this fixed, updates may take some time due to multiple factors, and that includes the complexity of the problem, and sometimes, the number of similar tickets being raised.

    I will ask the assigned team to see if they have already looked into this. We'll keep you posted.

    Thank you for your kind understanding on this matter.