Submittors can't upload documents

This is the second time in 2 weeks (100% of all submittors), so I thought I would ask if you have any idea what is happening...

The submittors are calling me with complaints that they are not able to move forward in the form because the required upload is impossible for them. 

In this case, she is trying to upload a resume and essay. She has tried a word doc and a pdf, and she is working on a macintosh computer. When she tries to upload, she is able to chose the file, but then the upload button is greyed out.

I called to ask her if her files are particularly large, but since the files we are asking for are just typed text, these documents should be quite small (I'm asking her to tell me anyway), just in case.

Can you think of any reason why all of our submittors are having trouble with these application forms? Last time I had to turn off the upload for the submission to be successful.

Thank you!

Sorry for the inconvenience. Can you please indicate which upload field your users are having problems. I have just cloned your form and was able to upload files with no problems. As you indicated it could be caused of the size of the file. By default it will only allow 1MB size files.

It was resume and personal statement (all of the uploads, basically). I asked her by phone about the file size and she wasn't at her computer, but she said that it was less than one page worth of text only, so it should have been an extremely small file size. She tried both pdf and doc versions, in both of the upload fields, and she could not find success in either one.

I may be able to talk with her later today while she is at her computer, to find out the exact file size.

In the meantime, can you tell me what are the pros and cons to increasing the file size for uploads? If I make it more than 1MB, will that have a negative impact in any way?

Thank you!

I'm not sure if there's any general pros and cons when it comes to changing the allowed maximum file size. It will depend on the current requirements that you have.

You can check this guide to learn more about the maximum file size upload: https://www.jotform.com/help/33-Changing-the-Upload-Size-Limit 

Example, if you do not wish your users to upload files that are too large, let's say 10 MB, then you can limit the allowed maximum file size.

Please note that the file uploads takes up your account's upload space. In your case, for "Premium" plan, you are allowed to have a total of 10 GB. If your users uploaded 500 MB for each file, then you'll easily reach that limit in no time. Although I doubt that you need files with these sizes if they are just documents.

Personally speaking, I guess you can set up the maximum file size to 100 MB, I think that's a reasonable limit. It's possible that his/her document is greater than 1 MB if the image embedded on it is high quality. 

Can she also share us a screenshot of the exact problem that she is seeing? And if you are able to replicate it in your end?

We'll wait for your response.