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  • Profile Image

    Upload document button failing

    Asked by amyraubenolt on September 09, 2016 at 12:58 PM

    In my form, i have an upload document button and several of my users have reported that when they attempt to upload a document it fails. If they keep at it, they can get it to upload, but it won't do it on the first try anymore. Please advise. -Amy

    Page URL:
    https://form.jotform.com/61855019509157

    document upload document failing reported
  • Profile Image
    JotForm Support

    Answered by Boris on September 09, 2016 at 03:15 PM

    I have cloned your form into my account for testing, and tried uploading multiple files on each of the File Upload fields, and it seems to be working fine on my end:

    I have tested a couple of times with different file types, and the form submitted correctly each time. Please do keep in mind that your File Upload fields are set up to only accept files of up to 1 MB in size. If your users  are trying to upload larger files, they will be receiving errors. You can change file size limits on your upload fields by following this guide:

    https://www.jotform.com/help/33-Changing-the-Upload-Size-Limit

    If that is not the issue you were reporting, and as it seems to be working fine on our end while testing, (1) can you please let us know the link to the page where your form is embedded, so we can check if there are any error there that might be preventing our upload buttons from working?

    Additionally, (2) do you know which of the three buttons is the one that is failing to upload files for your users? So far, submissions seem to be working fine here:

    And lastly, (3) do you mind if we try a couple of test submissions on your form and see whether we encounter any issues on your live form?

    We look forward to your response. Thank you.

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    Answered by amyraubenolt on September 12, 2016 at 08:45 AM
    Thanks for looking into this. The link to the form isn’t embedded on a page anywhere. My users access the link directly via Chrome or IE. You are welcome to test some submissions to determine the problem.
    Amy
    ...
  • Profile Image
    JotForm Support

    Answered by Boris on September 12, 2016 at 10:12 AM

    I have made a couple of test submissions on your live form, and they all went through fine. There weren't any errors while making these tests, and submissions went through as usual. You can see these test submissions on the submissions page of your form:

    https://www.jotform.com/submissions/61855019509157

    Can you please provide us example files that are failing for you in being uploaded?

    From what I'm seeing so far, your forms appear to be working fine. I would also like to once again point out that your upload fields are set to allow files of only up to 1 MB in size. Could it be that you are trying to upload files that are larger than this limit?

    If so, you can increase the allowed upload size limits of your upload fields by following this guide:

    https://www.jotform.com/help/33-Changing-the-Upload-Size-Limit

    If the issue persists after that, please let us know, and if possible please send us one of the files that may be depicting this issue. You can send any files to us over email, to our support@jotform.com email address. Please only make sure to include "Thread 928297" in the subject line of your email, so that we know which support thread such files are pertaining to.

    Thank you.