- collectthemoneyAsked on July 03, 2014 at 01:54 PM
We currently have a Claim Placement form using JotForm It has been running perfectly until the last several weeks.
One of the options on the form is to upload files/attachments. We currently have it set for 10 GB. We are having several different clients tell us that they are having difficulty in the last several weeks uploading information. So they send the files to us via email and they are less than 5 MB. What is the problem? And how do we fix it?
Thank you for your reply.
- JotForm SupportdavidAnswered on July 03, 2014 at 03:05 PM
I cloned your form and tested a few uploads of varying sizes, all of which went through without issue:
I checked your form limits and as you stated, you have allowed up to 10GB file size. Can you please check the file types they are trying to upload? They may not be on your list of acceptable files. He is what I show that you currently allow:
If you could also provide us with a bit more information regarding the specific issue your users are having, that would be helpful also. Are they not able to use the upload field at all, are they uploading files but then not having them attached to the submission, or are they lagging out while uploading. Let us know and we will be happy to look into your issue further.
Thank you for using Jotform!
- collectthemoneyAnswered on July 03, 2014 at 03:56 PM
We have been testing it too, almost daily on our end, and have not experienced any of the difficulties that our clients have. But what concerns us is that most of the clients have used it successfully for months and now they are encountering problems.
Most of the clients state that it looks like it is loading - "spinning" but never successfully loads. It times out or takes too long. (When they sent the info via email, the information was not too large for the site.) We did have one instance where it did successfully load but we were unable to open - IE Error 403 -- could not open on our end or when trying to view via your site.
Clients have tried different browsers - we have suggested using IE and use pdf format. Still no success.
Does this have anything to do with operating systems, our webmail provider, software?
I appreciate your help.
- JotForm SupportdavidAnswered on July 03, 2014 at 04:31 PM
We constantly update our code and occasionally this can cause issues when old embed code is used with updated forms. If you would like to have us take a look at your site, we would be more than happy to do. More often then not, embedding the form into your site again with updated code is sufficient to resolve browser issues. Google chrome or Firefox are your best bets when it comes to web browsers. IE is notoriously buggy from my experience.
The mail appears to be sent properly, it does appear to be an issue with some users either lagging out during a large upload or having browser issues. Operating systems should never be the issue unless they are very limiting or very old, like windows 98 old. Recommend user update web browsers and make sure they have a solid connection before uploading. However, it does not appear there is an issue with your form itself.
- collectthemoneyAnswered on July 03, 2014 at 04:48 PM
Thank you for your answer and your suggestion about the browsers. Would there be a fee for you looking at our site? Let me know - our site is collectthemoney.com
- JotForm SupportMike_TAnswered on July 03, 2014 at 05:51 PM
Let me please inform you, that our form support is free. I have found your form on this page, and it seems to be fine. There are no errors on the web page.
Please note that currently individual max file size is set to 1000 Kilobyte (about 9.76 MB) on your form Upload field. If you would like to allow larger individual files, you might consider increasing the Max File Size:
For example, 102400 Kilobyte value = 100 Megabyte.
If you notice any more issues with the form upload field, please let us know. Thank you.
- collectthemoneyAnswered on July 03, 2014 at 06:04 PM
Thanks so much for the helpful information!
- JotForm SupportdavidAnswered on July 03, 2014 at 06:22 PM
Please let us know if you have any other questions and we will be happy to help.
Thank you for using Jotform!
- ABHISHEKAnswered on July 29, 2015 at 11:00 AM
My issue is also somehow similar , for some files i am able to upload in claims but for some file i am not able to upload , populating an error message "upload error on line 1", so can you people can guide what is the issue.Will be thankful to all .Please..
- JotForm SupportdavidAnswered on July 29, 2015 at 12:07 PM
Since this thread is over a year old, if you wouldn't mind creating a new one, it would be most helpful. Include the form you are working on, as well as a screenshot of the issue and we will be happy to have a look.