Problem with form: When users try to submit, it gives an "upload error" warning

My clients are experiencing some difficulty submitting one of my forms. The form is https://www.jotform.com/SparrowsHeart/senior_questionnaire

When they try to submit, it gives an "upload error" warning.... I did a test email but it sent just fine for me.

Thanks,

Jen

Hello,

Thank you for reaching out.

I have tried to upload an image but didn't have any error on my end.

As an additional measure, I have cleared your form's cache.

Do you know by any chance what type of file they're trying to upload?

Maybe they're trying to upload a photo in a specific format?

Hope this helps.

Do not hesitate to reach out if you need further assistance.

My understanding was she had filled everything out and tried to submit the
form. That's when she got the warning....
Jennifer Rice
Owner/Lead Photographer, Sparrow's Heart Photography
www.SPARROWSHEART.com

2000 US Hwy 281 North, ste 110, Marble Falls, TX 78654
US Hwy 281 North, ste 110, Marble Falls, TX 78654>
Authentic, Inspired, Soulful Portraiture for Seniors, Weddings & Families




Create your own email signature

...

Hello,

Thank you for the additional information.

This might've been a typo from the user's end or a small glitch.

I double-checked and everything looks fine to me, but do not hesitate to reach out if the issue presents itself again.

Hope this helps.

Do not hesitate to reach out if you need further assistance.

I just realized something about this form. It's the only form I have that
has a drop down option for editing. I can choose to either edit it as an
"Online Form" or as a "PDF Form". None of my other forms are like this.
Could this be causing the issue? (see att)

...

hi Jen! You're seeing a dropdown here because this particular form has a web version and a pdf form version. This isn't related to the problem you mentioned.

Q) Can you ask for the complete error message from this user?

Also, is this form embedded on your website?

Awaiting your response.

Thank you!

Did I accidentally do this somehow? Should I change it anyway? I don't
have it embedded on my site and all she said was what I asked in the
original question.
Jennifer Rice
Owner/Lead Photographer, Sparrow's Heart Photography
www.SPARROWSHEART.com

2000 US Hwy 281 North, ste 110, Marble Falls, TX 78654
US Hwy 281 North, ste 110, Marble Falls, TX 78654>
Authentic, Inspired, Soulful Portraiture for Seniors, Weddings & Families




Create your own email signature

...

Hello,

You can leave it as is, no need to change it, it has no impact. It just says that this form can be shared as a PDF form (that can be filled offline using Adobe Acrobat basically).

Please let us know if the issue presents itself again, and do not hesitate to share the file they tried to upload.

Hope this helps.

Do not hesitate to reach out if you need further assistance.

I'm still having the issue. I copied the old form and created a new one that is almost identical. When I link people to the new form, the title says "Senior Questionnaire" like the one I copied from. I've looked everywhere but can't find where to change it. It should say "PROMOTIONAL / STYLED SHOOT QUESTIONNAIRE" or "Promo Shoot Questionnaire"

The issue is with these forms......

Newly created form https://form.jotform.com/SparrowsHeart/promo-shoot-questionnaire

Original form https://www.jotform.com/SparrowsHeart/senior_questionnaire

Upload Error

File could not be uploaded for some reason.

Please go back and fix the problem(s)

("go back" is highlighted like it links to something)

Hi there,

I tested your form but I was not able to replicate the issue. It didn't return that error when I submitted your form.

Could you please try again? I have cleared your form's cache as a precaution.

If the issue still persists, please let us know.

It isn't my computer causing the issue. It's when a new potential client attempts to submit the form for the first time so the cache isn't the problem. This has been an issue and I'm going to lose clients if this continues. I NEED to get this figured out.

Hello,

Thank you for the additional information.

I have cleared your form's cache.

The reason why we ask about the image size or what browser is being used, is to try to reproduce the issue. Maybe there is an unknown bug that we aren't aware of or something like this.

Best regards

No one has asked about image size, I asked about that. What size is recommended?

I can ask my clients what browser but I would really like to know what size photo is best please, thanks.

Hello! Our apologies for the inconvenience. Please find answers to your concerns below:

- When I link people to the new form, the title says "Senior Questionnaire" like the one I copied from. I've looked everywhere but can't find where to change it. It should say "PROMOTIONAL / STYLED SHOOT QUESTIONNAIRE" or "Promo Shoot Questionnaire"

In your new form, you need to change the page title as well. Following is how you can do this:

Please clear your form cache as well after making this change.

- What size photo are you trying to upload? Could that be the issue? I've tried to look under FAQ, how to upload photos, etc. and have found nothing about any size requirements.

I'll reply to this query here: https://www.jotform.com/answers/3164595

Thank you!