- plumpieAsked on November 17, 2016 at 09:15 AM
Intermittent file upload failure:
My form users are reporting problems that uploads being intermittently lost in the last week or so.
I have tested the form today and have also experienced the fact that sometimes uploads come through, and sometimes they don't.
So for example form submission ID 355194026332426657 had a photo uploaded, but nothing came through.
This unreliability is a serious problem for us. Please look into it.
- JotForm SupportKiranAnswered on November 17, 2016 at 11:52 AM
I have checked your JotForm and tried submitting your JotForm without any issue. The files uploaded are shown in the submission without any issue. I notice that the file upload field is not a required field in the form. Please make it a required field so that the form cannot be submitted without the files attached.
Hope this information helps! Let us know if you need any further assistance. We will be happy to assist.
- plumpieAnswered on November 17, 2016 at 12:15 PM
OK I've just tried again - form id355211721332734283and it didn't bring the photo that I uploaded through.Its still clearly an intermittent problem.I can't make upload a required field because some submission do not require an attachment. This form has been working fine for over a year until now.Please have another look into this.perhaps try submitting several forms with attachments.thanksCrispin
- JotForm SupportJim_RAnswered on November 17, 2016 at 01:37 PM
Hey Crispin, I did another test submission on your form and failed to reproduce the problem you're describing. Here's how it looked like from my perspective:
For your reference, here's the Submission ID https://eu.jotform.com/submission/355216249742936441
Based on your most recent test where you said "it didn't bring the photo that I uploaded through." please answer the following questions:
1. What kind of image file did you upload (e.g. png, gif, jpg, jpeg)?
2. What's the file size?
3. By any chance, does the filename include a # in it (e.g. file#001.jpg or img#02.png)?
Please get back to us with the answers so we can better assist you.
- plumpieAnswered on November 18, 2016 at 11:37 AM
OK I see you've managed to get attachments to work on your test submissions. To answer your questions:
1. I used .jpg file Sometimes the same file cameron piggate.jpg comes through - other times it doesn't.
2. small 35k
3. no, not on my tests, but for others I am not entirely sure. Should the hash symbol be omitted ?
Is there a log for the file upload before the form is submitted?
Have you been able to look at the log for those two test forms of mine that failed to bring their attachments through?
- JotForm SupportKiranAnswered on November 18, 2016 at 12:08 PM
I have tried uploading an image of 21KB of jpg file and it seems to be uploaded correctly.
Should the hash symbol be omitted?
If you are referring to the hash (#) symbol in the file name that is uploaded, it needs to be omitted since the file names with special characters cannot be retrieved from the server and displays an error. However, this issue is already under investigation by our backend team.
Is there a log for the file upload before the form is submitted?
Unfortunately, there is no log available since the files are not stored in the server before the form is actually submitted.
Could you try using single file upload instead of multiple file upload to see if that works? However, you'll need to use multiple file upload fields on the form if you need multiple files to be uploaded to the form. You may give a try by disabling the multiple file upload for testing.
Let us know if you need any further assistance. We will be happy to assist.
- plumpieAnswered on November 24, 2016 at 07:31 AM
This is still an ongoing issue - attachments are still failing to come through on an intermittent basis.
For example - yesterday I sent a test and the attached photo didn't come through.
Submission ID 355737928795857012
Is there a log that you can look at for this and the other forms I stated above ? To try and determine what the cause is ?
- JotForm SupportcandyAnswered on November 24, 2016 at 08:01 AM
I have checked your account and the submission IDs that you have mentioned in your previous comments.
I have fulfilled your form in order to test it and I was able to replicate the issue. I have uploaded 2 *.gif files as the following screenshot:
After submitting, I have seen that the submission (ID= 355800740850854491) does not have the uploaded pictures as the following screenshot:
After, I have uploaded 2 more files to test it again. I have uploaded 2 *.jpg image file and I have seen that the submission (ID= 355801005850934222) has the image files as the following screenshot:
As a conclusion, there is an issue. So that, I have forwarded this issue to our software development team in order to check. When the issue will be fixed, you are going to be informed via this thread.
According to my personal opinion, we do not have any problem with the image types. So that, if the image name is too long, it has a problem with appearing on the submission list.
You can warn your users to edit the image names before uploading.
Thank you very much.
- plumpieAnswered on December 08, 2016 at 09:06 AM
Please can you update me on this progress of dealing with this issue.
I have dozens of upload failures being reported by my users since the last post. What are the developers doing about this issue?
This is causing a lot of problems. Particularly as the Download Uploads feature is un-useable. For example how to download all the uploads for a submission without laboriously doing them one at a time and having to rename each file. Its very slow. Unrealistic.
The Download Uploads for Time Range also fails every time. As does Download All Uploads. It's a shambles!
I'm asking myself why I'm paying for a service that is causing so many problems. To that end, I would like a credit for the fees for the last 2 months when your service has not be working adequately.
Please get back to me about this.
- JotForm SupportcandyAnswered on December 08, 2016 at 09:44 AM
Hello again Crispin,
I have seen that one of our software developers has already assigned to this issue and the priority of the issue have been set as "Important".
He is on the working progress at this moment. Unfortunately, we are not able to estimate time for solving the issue.
As soon as he solves the issue, you are going to be informed via this thread.
Thank you for your understanding.