- cctvsalemAsked on February 13, 2012 at 06:00 PM
I've been trying to resolve my issues with the file upload system and have been asked to start a new thread to clean up the trail and get the right folks on the job. First of all, thank you to everyone who has jumped in so far. Second, please don't hijack my thread, folks, it throws off the support staff. Make your own. :-)
Here's what I know: I need to accept files up to 1 GB (most will be between 100-500 MB), but the form on the page linked below does not work consistently.
In the previous thread we made sure I had the right file extensions (I do), was using the right uploader (single), and whether my internet connection was stable (it is). It seems to choke on files larger than 100 MB consistently. I've conducted a lot of testing and have feedback from a user who has spent a lot of her time trying different file types, file sizes, and computers but with no success and several different error messages.
I already have a Premium account - I signed up for it for the express purpose of conducting this project.
Thank you again! - firstname.lastname@example.org
- fxrAnswered on February 13, 2012 at 06:42 PM
Thanks so much for being understanding enough to open a new thread; it really will help us deal with this issue more efficiently.
I have done a couple of tests of my own here, and think I may have stumbled across a possible explanation (fingers crossed).
I do have a quick question; when you or your user were doing your own tests; was there any sort of commonality in how quickly the download failed? or did it appear to be just random lengths of time? did it fail quickly one time, then take a longer another?
- cctvsalemAnswered on February 13, 2012 at 06:49 PM
You're welcome, and thank YOU (all of you) for keeping on it and trying to help.
The tests that I have done don't ever really "fail". They just never work. I select a file and click my send button, which then says "Please wait" forever - it never throws the page to the thank you message and I never get the file on the other end. Twice now I've left the computer running overnight to see if maybe I'm just not waiting long enough, and it still looked the same when I came back hours later.
In other words, I don't really have an answer because I can't "see" the failure occur.
I'm sending a link to this thread to the person who has been trying to use the uploader, but she has already spent a lot of time on this! Thanks, Serra. :-)
- cctvsalemAnswered on February 13, 2012 at 07:02 PM
"Greg, it seemed fairly consistent before you made the change (it showed a progress bar that changed up until about 5% and then failed)... this last time it took quite a while but failed in a totally different way, of course."
The change she refers to was when I went from the multiple uploader back to the single uploader.
- cctvsalemAnswered on February 13, 2012 at 07:48 PM
I'll be damned ... could it really be as simple as the fact that I had set the form up to be secure?
I just tested with the same 450 MB file I've seen fail consistently and it WORKED. Wow. I'm changing the embedded form now and testing again. How awesome if this is resolved.
- fxrAnswered on February 13, 2012 at 08:08 PM
Ah :) yes, I am fairly confident that we have found a reason for this. ( And i think you have figured it out too )
It appears to be related to the use of https://secure.jotform.com
3 support staff (in 3 different parts of the world using various browsers) have tried uploading files ranging from 125mb to 700mb and did find errors similar to the ones you describe when using a secure URL for your form (i.e https://secure.jotform.com/form/20153255821).
None of us (pending results of one further test) have seen similar issues with the same files when using a non-secure URL for your form (i.e http://form.jotform.com/form/20153255821 )
I have routed the problem with secure.jotform.com to our developers to have them look into it and get it fixed up.
Is there any particular reason why you are using a secure URL for your form? It may be worth considering using a standard non-SSL URL while the problem is dealt with by our developers.
If having the forms data encrypted whilst in transit from a form users PC to JotForms server is not really that big an issue for you, I would also suggest using a non-SSL URL permanently.
- cctvsalemAnswered on February 13, 2012 at 08:13 PM
I am so glad I stuck with you guys. This is, as far as I can tell, resolved.
I've already conducted two tests using two files that had failed every time I tried, and they both worked. Since there's no need for the SSL form for this particular form, I have ditched it.
Thank you so very, very much.
- fxrAnswered on February 13, 2012 at 08:29 PM
Good stuff. :)
All of us conducting (successful) upload tests at the same time will have also aided rigourous testing of your form. I think we can be fairly confident that everything should be reliable even with multiple users uploading large files at the same time.
The problem with secure.jotform.com will remain with developers and hopefully we can get that fixed up as well.
- cctvsalemAnswered on February 14, 2012 at 03:50 AM
Just had to say it again: So. Awesome.