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    Our form does not allow specific attachments to upload properly

    Asked by Nicola Copeland on November 18, 2015 at 11:52 AM


      My form won't allow an attachment to upload to a document, they've been getting an error for the last week.  Please advise


    thank you, 


    Page URL:

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    Answered by Ben on November 18, 2015 at 01:10 PM

    Based on what you had mentioned Nicola, it seems that people are not able to upload files to your form.

    Based on the screenshot, I believe however that the issue is happening when you try to download that .docx file that is mentioned in the email - not when uploading the same to the form.

    If so, please do note that you must first save that file (download it from that link). Once you do that, you can open it in your Microsoft Office Word.

    Prior to that, you will receive an error that Word was not able to open the file, or a bit different error - all relating to the file not being in a local place, but it being a link instead.

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    Answered by ncopeland on November 18, 2015 at 01:29 PM

    so should they not be uploading a .docx file or should they just try to upload a .doc file instead?

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    Answered by Ben on November 18, 2015 at 02:51 PM

    Can you please let us know if the issue is with:

    1. uploading the file to the form

    2. opening the file from the email notification?

    As mentioned I had presumed that it is the second, in which case it does not matter if it is .doc or .docx file, what matters is to download the file first, and only then to open it with Microsoft Word, but we would need additional details to be sure what is the issue and to properly assist you with the same.

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    Answered by Nicola Copeland on November 18, 2015 at 03:05 PM

    The issue is with uploading the document to the form

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    Answered by Ben on November 18, 2015 at 04:31 PM

    OK, thank you for confirming.

    Now I have checked your form and it seems to be breaking our terms of use with one of your fields. Please do note that you can not ask for Social Security Number on your form, and that it must be removed, or your account can be terminated. I say can because we tend to delete the form and its data instead, but per our terms of use, we should suspend any account asking such details right away: http://www.jotform.com/terms/

    Now in regards to the issue, your screenshot shows that the file was uploaded to the form - and that it was passed in the email notification.

    I have just filled out your form as well to confirm and all of the files seem to have been uploaded without any issues.

    Can you please tell us what is the exact field with the issue and the error that you get when you try to upload the file?

    Also, does this happens on the form when you access it over direct link, or does it happen on the form that is embedded on your website?

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    Answered by ncopeland on November 18, 2015 at 05:20 PM

    It's happens when the students try to upload that specific document (the checklist) to the form 

    the SSN request has been removed 

    thank you 

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    JotForm Support

    Answered by Kevin_G on November 18, 2015 at 06:46 PM


    As my collegue I was unable to replicate your issue,please make sure the users are uploading files with the correct extension and with the correct size, also you can chage it as the images below :

    Extensions :

    Max file size :

    Let us know if it works.


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    Answered by ncopeland on November 18, 2015 at 08:11 PM

    I was just emailed and no one is able to attach any document now.... I'm not sure why but I need go get this fixed asap as its a scholarship application due on Friday 


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    JotForm Support

    Answered by Kevin_G on November 18, 2015 at 08:24 PM

    We apologise for the issue.

    Could you tell us the extensions of the files the users are trying to upload please ? 

    Also, could you share us a screenshot ?

    We were not able to replicate your isse, we need to know the exact steps to replicate it and then solve it.

    Thank you for your understanding.

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    Answered by ncopeland on November 19, 2015 at 12:22 AM


      i'm not sure what the issue is, I just went through and found that I didn't have issues uploading documents... so i'm going to chalk it up to teenagers not understanding basic technology... thank you again for all of your help


    Nicola Copeland 

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    JotForm Support

    Answered by Jan on November 19, 2015 at 03:09 AM

    On behalf of my colleagues Ben and Kevin, you are most welcome. Please let us know if you need any help, we are here to assist you. Thank you.