Upload file not working only for some customers

  • Profile Image
    gymnastjudge
    Asked on January 22, 2012 at 03:41 PM

    When I do a trial upload in both FireFox and IE the videos upload fine...and I am instantly notified that I have a submission.

    I have a customer who I've sat on the phone with and walked through each step of the process...here is what is odd about her attempted submissions:

    My submissions do not show a green bar (mine just shows percentage of completed upload)...but my customer sees a green bar during upload (which I think is strange should all my customers see the same thing since they are using my form?)  This isn't that big of a deal...the biggest problem is below...

    She finally had one finish uploading (all though it took a very long time) and the Please Wait button changed to a Send Now button, she clicked on the send now and got the "Thank You! Your submission has been received" but I never receieved it in my submission inbox.

    She is using IE (not sure what version) on Windows 7 and she has Norton Anti Virus

    Do you think the problem could be that she didn't have enought bandwidth and some of her video was dropping pieces so when your server tries to upload it to AS3 it is not able to upload and save a URL link for it?

    If so...why doesn't some sort of error message get sent to me and/or the customer to let them know there was a problem with their submission?

  • Profile Image
    NeilVicente
    Answered on January 22, 2012 at 06:29 PM

    This is the green progress bar that you are talking about:

    It is not a part of the form and is visible only if the status bar is enabled on IE. This feature is inherent to the browser.

    Anyway, let me get this straight first - are you able to receive the submission without the uploaded file, or did you not receive anything at all?

  • Profile Image
    gymnastjudge
    Answered on January 22, 2012 at 07:27 PM
    Anything written on the form comes through...but the video does not make
    it with it.
    It works fine when I test it. And her video is only about 17MB (.mp4
    format)...so way less than the 300MB limit.
    It uploads on her end (although seems to take an unusually long amt of
    time)...button changes from Please Wait to Send Now (and green bar shows
    100%)...she hits send and gets the Thank You confirmation that shows up on
    the page after a successful submission...but I did not receive her
    video...only the stuff she filled in on the other blanks of the form.
    New response received
  • Profile Image
    NeilVicente
    Answered on January 22, 2012 at 07:48 PM

    It seems pretty odd because I was unable to recreate this problem using IE on my end. The video I uploaded on your form came through without issues.

    I have a hunch that this problem has something to do with either the user's browser or network connection. Have you asked her to try using a different browser such as Google Chrome? If the issue remains, then it is most likely her connection that's causing the problem.

  • Profile Image
    Dina Kovar
    Answered on February 12, 2013 at 12:18 AM

    Hi,

    I've been having the same problem.  Some of my users can upload a video with no problem.  And some users get the confirmation screen, but the video does not upload.  I also see the other form info with the submission.  I have many users from around the country, and I don't know what browsers they are using, but I tested in IE, Firefox, and Chrome.

    Any ideas why this might be happening only some of the time?

    Thanks,

    Dina

  • Profile Image
    Goldo
    Answered on February 12, 2013 at 05:10 AM

    I'm also inclined to believe that this has something to do with the users unstable network connection. I have uploaded big size files via Jotform and was able to receive those files.

    In any case Ms. Dina, please provide us the form id in question in a different thread so we can check. I wasn't able to locate a Jotform account from your email address.

    To create your own thread please click here.