File upload issues

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    cctvsalem
    Asked on February 04, 2012 at 01:18 PM

    http://www.acmnwr.org/bnw/upload_file.html

    The form on that page is not consistently working, and it't the only reason we upgraded to the Premium account. Can you see a problem? It tested fine, I launched the site for a multi-state contest, and it doesn't work - testing now with no success.

    Greg

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    abajan
    Answered on February 04, 2012 at 01:42 PM

    Is the problem only occurring if you try to upload MPEG files? I'm asking this because I've noticed that while the sublabel of the upload button on that form lists the MOV, AVI, M4V, MPG and MPEG as the allowed file types, in the form builder the Extensions entered are M4V, MPG, AVI and MOV (MPEG is missing).

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    cctvsalem
    Answered on February 04, 2012 at 03:46 PM

    That's a great note, and I'll fix that! The file I'm testing, though, is M4V. Thanks for your attention to the matter, I'll make that change and test again. . . 

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    cctvsalem
    Answered on February 04, 2012 at 03:53 PM

    What I'm still seeing is the button continually sits at "Please Wait". Last night I started it before I left and came back this morning to see it still waiting. I'm going to switch over to another computer and test it again at home tonight.

    By the way, it would be GREAT if there were a progress bar included in that widget. By the way, and for the record, I love Jotform. 

    Still not working though...

  • Profile Image
    cctvsalem
    Answered on February 04, 2012 at 05:53 PM

    Arrrgh! Another computer said the file was too big!! Message was:

    413 Request Entity Too Large - ngnix/1.0.10

    I have the file size set to the maximum, just under 1 GB (999999 KB). The file is only about 150 MB. What is going on??

    I really need this resolved Monday.

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    abajan
    Answered on February 04, 2012 at 08:48 PM

    To be honest, I don't know what the problem could be. Try changing the button to a multi-upload one and let us know if that helps. Incidentally, multi-upload buttons have upload progress indicators, as illustrated in the screenshot below:

  • Profile Image
    cctvsalem
    Answered on February 06, 2012 at 03:05 PM

    Thanks so much for your help. I did get two great suggestions from this. Honestly, it's not working as smoothly as I'd like but hopefully most people won't have any problems. 

     

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    abajan
    Answered on February 06, 2012 at 03:36 PM

    Okay, keep us posted.

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    cctvsalem
    Answered on February 10, 2012 at 04:25 PM

    Another complaint from a user. What is the issue here? Here's her email:

    "I'm sad to say it is still not uploading... now it's just saying "failed" after it appears to be uploading to a couple percent.  I just tried one that we saved out as .mov and that is under 300MB as a test, and it failed after 5%.  I have also tried Safari, Firefox, and Chrome to no avail.  Once it said something about a location error, but the next time it didn't and I was trying the same file from the same location in the same browser.  So I don't trust the feedback.  Help!"

    She included a screen shot showing a failed attempt.

    I'm sorry to say this service is NOT operating as advertised. I've had it work a couple times and it failed a couple, and now our first content entrant has seen it fail multiple times. How can we resolve this? 

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    Mike_T
    Answered on February 10, 2012 at 04:37 PM

    Hello Greg,

    I am sorry to inform you, but the multiple upload tool will not work in this particular case, this tool can not handle big files (approximately bigger than 100MB).

    Could you please switch your form back to the single upload elements, and do some more tests? As far as I know, this element is working smoothly and it is possible to use it for big uploads.

    We are looking forward to hearing from you.

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    cctvsalem
    Answered on February 10, 2012 at 06:47 PM

    At this point I'm looking at canceling the "upload" option in this contest and asking people to mail us DVDs, as we've done in the past. This will be an embarrassment for me.

    From my chair, this "file upload" is NOT a functional product. If you see it working smoothly on your end, I suggest you may be missing something. I'd like to reiterate that I LOVE the JotForm service overall and have used it for a couple years now. It makes this all the more disappointing, especially since I am in a position to recommend this service to organizations like mine all across the country.

    Please indicate by Monday whether you have any additional help to provide. I'll get back to you that day; if we cannot resolve this by then, I need to cut my losses and make the changes to our website before people start using this and freaking out. 

    My testing today, using the single upload as suggested:

    Test 1

    55 MB m4v file - about 2 minutes to upload

     

    Test 2

    145 MB m4v file - never worked, waited 20 minutes

     

    Test 3

    8 MB mov file - worked almost instantly

     

    Test 4

    480 MB mov file - entered 3:07 pm - still waiting 40 minutes later

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    abajan
    Answered on February 10, 2012 at 08:13 PM

    Greg

    We can certainly understand the frustrating and embarrassing position in which this issue has put you. Hopefully, by Monday we can suggest some sort of suitable workaround for you.

    Incidentally, it's only after seeing my colleague's reply that I recalled that the upload limit per file is 100 MB, regardless of the type of button used and which type of JotForm account (Guest, Free, Premium or Professional) you have. I stressed "per file" because if you have a Premium or Professional account, the upload limit per submission is 1 GB. So, a user could theoretically upload up to ten 100 MB files plus a 24 MB one in a single submission, as that would be equivalent to 1 GB. We really need to clarify all of this on or Pricing Page. Moreover, the "Max File Size" button in the form builder should not allow any number higher than 102400 to be entered because 102,400 KB is equivalent to 100 MB:


    I'll submit a ticket suggesting these changes to our developers so that other users don't find themselves in your situation.

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    abajan
    Answered on February 10, 2012 at 08:15 PM

    By the way, Mike_T recently informed me that a progress bar is shown in Google when single upload buttons are used.

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    abajan
    Answered on February 10, 2012 at 09:13 PM

    LOL

    I may be wrong on this score. See Aytekin's post in the thread titled File Size Limitations: "You can have a single 1GB file or 10x100MB files."

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    abajan
    Answered on February 10, 2012 at 09:25 PM

    Curiouser and curiouser!

    Fxr's reply to the user in the thread titled file upload size + storage clarification suggests that my initial assumption that no file larger than 100MB can be uploaded, was in fact correct!

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    youngcuts
    Answered on February 12, 2012 at 07:23 AM

    So is Aytekin's post correct:   "you can have a single 1 GB file"

    or is FXr's response correct?

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    abajan
    Answered on February 12, 2012 at 07:27 AM

    Yes, it is. My apologies for all the wavering.

    Hopefully, we can find out what's wrong with your specific form's upload button.

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    abajan
    Answered on February 12, 2012 at 07:28 AM

    I meant to state that Aytekin's response is correct.

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    youngcuts
    Answered on February 12, 2012 at 04:20 PM

    Thanks for your timely response.  I upgraded to premium and had no problem with a 200 MB upload using Chrome.   Upload progress did not show on the form as described in this forum - it only showed in the bottom left corner of the browser.  Do you know why this would happen?

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    idarktech
    Answered on February 12, 2012 at 07:19 PM

    @youngcuts,

    Please visit your first thread for my response. Thank you.

    http://www.jotform.com/answers/74695-Upload-progress-does-not-show-on-my-web-pages#1

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    cctvsalem
    Answered on February 13, 2012 at 01:20 PM

    Can you guys work with me on this? Please let me know asap. If you could up it to just 500 MB per file it would solve everything. You should know that I don't expect to reach even 300 GB total storage space through the duration of our contest. 

    How I spend the rest of my work week (moving forward with long-delayed promotions or backtracking and rebuilding) depends on your answer, please help me out as soon as possible.

  • Profile Image
    fxr
    Answered on February 13, 2012 at 04:26 PM

    @cctvsalem

    There really should be no reason why you cannot allow your users to upload files in excess of 500MB.

    You may be better opening a new thread for your particular issue if you feel I have misunderstood your question or if you feel you have a specific problem which preventing you from allowing uploads in excess of 500MB.

     

  • Profile Image
    Mike_T
    Answered on February 13, 2012 at 04:52 PM

    Thanks for your timely response. I upgraded to premium and had no problem with a 200 MB upload using Chrome. Upload progress did not show on the form as described in this forum - it only showed in the bottom left corner of the browser.

    Unfortunately, there is no way to see any other progress bar for single upload element. Moreover, built-in file upload bar is not yet supported by most of browsers.

    Can you guys work with me on this? Please let me know asap. If you could up it to just 500 MB per file it would solve everything. 

    Just to make sure, I have created test upload form, 500 MB file, and then submitted created file without any problems (took about 25 min to upload from my side).

    Please note that your internet connection should be stable to upload big files. If you need any other assistance, please let us know. We will try to do our best in order to help you.

  • Profile Image
    cctvsalem
    Answered on February 13, 2012 at 05:29 PM

    After re-reading the thread and taking a deep breath, it looks like this should be working with files up to 1 GB. 

    The fact remains that most of the upload attempts made by me and the first few contestants on my project have FAILED.

    If I seem angry it's because I'm feeling the pressure of counting on your service and then finding it doesn't work as advertised. My apologies for any irate tone I may have exhibited. I just want to know if it's going to work or not. Right now I believe it will NOT work based on multiple tests.

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    fxr
    Answered on February 13, 2012 at 05:37 PM

    100 MB is the maximum upload space allowed for 'Free' account types. 

    Perhaps that is where the confusion comes from. 

    1GB is the max allowed file size for any account types' that have enough space to hold it. 

     

    It is very difficult for us to offer you proper support without a) not knowing the ID of the form affected, b) not knowing if the form is embedded anywhere, and c) not having a new thread opened on the issue so that it can be properly routed to the relevant member of the JotForm team. (if JotForm support are not able identify anything obviously wrong with the form.) 

    Please open that new thread detailing the form affected and any URL its embedded in. 

    Thanks. 

     

     

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    cctvsalem
    Answered on February 13, 2012 at 05:42 PM

    Uh, the embedded page of form is linked in my initial post. As far as I can tell, the post I started is still totally relevant and provides everything you state here. It even states that I already have a premium account. 

    I'm going to re-post the exact same thread and hope that you can assist me. 

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    fxr
    Answered on February 13, 2012 at 05:43 PM

    Sorry, my fault. I now see you have opened this thread. Its become confused and muddled with other issues & cross posting about their problems from other users. 

    Please accept my apologies for that. 

    Yes, to simplify the matter, opening a new thread will make this easier to work through. 

    Thanks.

    You have my undivided attention until we get it resolved. 

  • Profile Image
    cctvsalem
    Answered on February 13, 2012 at 05:46 PM

    Thanks. I really can appreciate that at least there's been a lot of response and attention. And as I've said a few times, this service is amazing. If what I'm trying to do WORKS it's worth 5 times what you're charging.

    Okay, starting that thread...

  • Profile Image
    cctvsalem
    Answered on February 13, 2012 at 06:01 PM

    http://www.jotform.com/answers/74923-Encountering-problems-using-uploader-for-our-video-contest#0

    Thanks again