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    A few of our clients said that they are unable to upload a file in our file upload field

    Asked by collectthemoney on July 07, 2016 at 09:52 AM

    Our form has an option for uploading documents. Recently a few clients say that are unable to upload. However when we receive the completed from, the uploads were successfully loaded. The clients are saying that the website shows that the upload was not accepted. Other clients are not experiencing this problem.

    Any idea what is going on?  Our clients have to take an extra step to scan and send via their own email or fax the attachments.

    Also, once the form is completed the client gets an email confirmation showing the completed form. However, the confirmation does not show that any documents were uploaded.

    Thank you for your help:)


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    JotForm Support

    Answered by Welvin on July 07, 2016 at 12:02 PM

    Do you know what is the exact error message that they are getting? If not, I would suggest asking them. A screenshot would be helpful. 

    I have tested your form and can see it's working. The problem could be isolated to some of your clients, maybe related to their browser. 

    You are missing the file upload field in the autoresponder email. If you want your clients to recieve the file upload, you should add the field in the email body: