Why are image uploads getting lost when my form is submitted?

Hello,

My form is a few pages long, and the user needs to upload a number of photos at various points, then submit at the end.

I have tested the form so many times (using my other email account), read your forum (and enlarged the file size and changed file type to *) and shouted at my computer. The files sucessfully upload to the online form, there is no error message, the form appears to have submitted sucessfully, but still the photo uploads don't come through. All the text information is there, but none of the crucial uploaded files.

I'm getting quite frustrated - I have tested so many times that I have used up my free allowance, and now I have had to pay for something which isn't working.

I have had 3 customers use the form, and no photos. They ended up using WeTransfer. I could have done that without Jotform and saved us all a lot of time and drama.

It is embedded in my website here:

I would be very grateful for your help, 

Thank you, Ruth

We have been able to reproduce some of your problem and have a opened a bug ticket about this problem.  We were able to get most if not all of the pictures to upload however.  There is some lag time between when the images are uploaded and when you will be able to view them.  

We apologize for any inconvenience,  I just tried your form, and as you said, the files seems to be uploading fine, but they never went to JotForm. I cloned your form and it seems to be the cloned form worked fine:

I would recommend you to clone your form, and try with the cloned version.

Hello,

I just spoke to my lovely fella who used to work in IT and he said 'try cloning the form', because it might be a tiny problem with the permissions on one of the scrips (???) so I did, and it SEEEEMS to be working. YEY.

I am going to give the cloned version another try tomorrow when I can see properly, to make sure it wasn't a fluke.

Thanks for your very speedy reply and help. 

Ruth

Hello Ruth,

On behalf of my colleagues, you are welcome.

I am glad to know that your form is working as expected.

Do get back to us if you have any questions.

Thank you!

Hello Jotform,

Following my earlier submission, I am having the same problem again. The cloned form worked for a few test runs, then I made some simple text edits, and all the uploads are being lost again when submitted.

I have tried to clone the form again (twice) - and it hasn't made any difference this time.

The form is embedded in my website here:

INITIAL AUDIT

Please help!

Thank you,

Ruth

I made some test submissions and the uploads did not show under the submissions. I created a new clone and it accepted the uploaded files:

It is called 2nd Clone of Initial Remote Audit Checklist for MSC Certification.

Nevertheless I will address this matter to our developers so they can find the cause of this issue. Meanwhile you can link the clone to the initial form and embedding this version if it's the case.

Please let us know if further support is needed and please accept our apologies in all the inconveniences.

Hello RuthfWestcott,

The uploads usually take about a few minutes before it can be downloadable when JotForm is experiencing high traffic.  Have you waited for a while before trying to check your download links again?

Thanks.

Hello Liyam, Thank you for the reply, but even after hours of waiting the downloads don't appear.

Carina, thank you for fixing it - but it hasn't worked I'm afraid - the downloads still don't come through. I am using this autosave workaround:

http://www.jotform.com/features/save-and-continue/

and here's the link to my form:

http://form.jotformpro.com/form/41734394629968

Weirdly, when I don't use the initial form, just go straight to the main questionnaire, the uploaded files appear. Somehow there's a bug when you go through the autosave workaround.

Thanks again for your help,
Ruth

Hi,

Weirdly, when I don't use the initial form, just go straight to the main questionnaire, the uploaded files appear. Somehow there's a bug when you go through the autosave workaround.

Can you please clarify to us this?

Just to be clear, before the uploaded file can go to the forms' submissions, the form needs to be submitted first.

Are you saying that there was no uploaded file in the form's submission page?

We will wait for your update.

Thanks!

Hello,

Apologies - let me explain further - I am trying to use the workaround which allows the form user to leave the form and return to it later, with text changes saved. 

(It's this one) http://www.jotform.com/features/save-and-continue/

When I have been testing out my form, I can upload the photos with no problem. But when I click 'submit' the completed form which appears on the 'view submissions' section of the jotform website, or via email, or to my dropbox folder, doesn't have any photos.

Conversely, when I don't use the workaround to allow users to save their form, and just link people straight to the main form from my website, it SEEMS to be working:

But I don't understand why. At the moment I am not using the workaround as a temporary measure.

I hope that clarifies the problem.

Ruth

Hello Ruth,

Thank you for your clarification.

I did try to test your form and I am able to replicate the issue you are having. I uploaded the image in all the upload questions but when I came back to the form, it does not display any uploads. Please check the screenshot below:

I am reporting this to our back end team. We will get back to you as soon as we have any update from them.

Thank you!

Hello Ruth,

For the meantime, if possible, please use the single file upload element.  The multiple upload element has issues with using sessions.

Thanks.

Hello again, Ruth.

I've now managed to fix this bug.  Please let us know if you experience further problems relating to multiple file uploads element and using sessions.

Thanks for your patience and we apologize for your inconvenience.