Trouble uploading files

We've now had two different people on different forms experience difficulty uploading files.

The first said:

The process looks like it uploads my resume but when I go to submit the application, it tells me that there is no resume attached. I go back to the Resume page and the file is no longer attached. This is the only item that is preventing me from submitting the application. (Further investigation confirmed file size wasn't an issue).

The second reported:

I believe the message was "File failed to upload, please delete and try again.". I tried to delete the file and it would not do anything, so I reloaded the page and tried a couple more times. I, also, tried .docx and .pdf file types just to see if it was an extension issue. The file was only 38.8 Kb, so I am pretty sure it wasn't a size issue.

Are there any other issues that I should be aware of? (We've had folks successfully upload files through both of these forms recently. It just seems to be a problem that appeared in the last couple days. (One form had a successful upload yesterday. The other had a successful upload last Thursday.) Both forms' fields have a 10854 kb size limit.

Any assistance you can provide would be appreciated!

Hi Alex,

Thanks for reaching out to Jotform Support. Rest assured, we’ll find a solution for this. Can you send me the link to your forms so I can check it out and see what’s going on?

Once we hear back from you, we'll be able to help you with this.

Joseph,

The Application Form had an issue with the resume attachment field:

https://form.jotform.com/231373138981157

The Letter of Rec form had an issue with the letter attachment field:

https://form.jotform.com/232254340937152

Hi Alex,

I cloned your both forms and tested them to see if I could replicate the issue, but everything was working properly. Check out the screencast below to see my results:

Form : 232254340937152

Form : 231373138981157

Can you try clearing your forms cache, which usually solves the issue? Can you try it again and see how it goes? If you run into the same issue again, let us know, and we'll do some more testing to see what's going on. 

Give it a try and let us know how it goes.

Arslan,

We just had another report of #1:

The process looks like it uploads my resume but when I go to submit the application, it tells me that there is no resume attached. I go back to the Resume page and the file is no longer attached. This is the only item that is preventing me from submitting the application. (Further investigation confirmed file size wasn't an issue).

This seems to be particular to the payment being blocked by the resume file upload field.

It's not consistent (we've received applications successfully), but it does seem to persist. I even tried clearing the forms cache again and the user was (almost immediately) still unable to submit the form.

The other weird thing is that as a required field, it should not allow him to advance past it, but both folks got all the way to the last page (checkout) and then got the error that the resume was missing:

"I am having an error message at the last step of my application. It's the last page asking me to sign and pay 30.00 with a credit card. I don't know what I am doing wrong or if it's a glitch on the website. I entered my debit card information correctly several times and signed my name a second time but still it says fix the errors on the page, but I don't know what errors I have to fix.(He later pinpointed that it was in fact the resume that was preventing him from submitting).

Hi Alex,

I cloned the form(the one with payment integration) and tested it to see if I could replicate the issue, but everything was working properly. Check out the screencast and screenshot below to see my results:

I've cleared your form cache from the backend as a precaution. Can you try it again and see how it goes? If the issue persists, please ask the applicants to try using another browser or a different device to see if it makes any difference.

Keep us updated and let us know if you need any more help.