Continue Forms Later: Upload Error, File could not be submitted for some reason.

Please would you complete some housekeeping from your side on our form. I am getting repeated emails from clients saying they are struggling to submit their forms. The Fix Error is mentioning uploaded documents that need fixing, but even if you delete the document, it just mentions another one, and will not submit. The clients have performed their housekeeping, in that they have deleted their browsing history, cookies, and caches. And I am keeping our form caches clear too.

This is causing must frustration among our clients, so please do have a look why suddenly this is causing issues again.

Many thanks

Hi Kerrin,

Thanks for reaching out to Jotform Support. I cloned your GAPTC Internal Audit Service form and tested it to see if I could replicate the issue, but everything was working properly. Check out the screencast below to see my results:  I also tried filling out the actual form as you requested. Take a look at the screencast below to see the result: Are the form fillers still experiencing the issue after clearing their browser cache? You could also advise them to try using a different device or browser, and let us know if the issue persists. In the meantime, I’ve cleared your form cache to help refresh the form.

Give it a try and reach out again if you have any other questions.

Hi there,

Yes, I note that you completed a test form. What we need to consider though is that you are probably working from a 'clean' platform and I am working with hundreds of clients who are working from devices that range in suitability. We have recommended some housekeeping for them before they start but what else can I suggest?

Is there a way that I could submit their form from the 'Incomplete submissions' view?

I am receiving other form submissions without any incident; it is just on the odd occassion that this submission issue persists. Yes, the clients have cleared their browser cache, and tried from different devices.

Regards

Hi Kerrin,

Thanks for your detailed follow-up. I understand the challenge you're facing with clients experiencing submission issues related to document uploads, despite clearing caches and trying different devices.

Regarding your question about submitting forms from the 'Incomplete submissions' view, Jotform allows you to view incomplete submissions (drafts saved by users) in Jotform Tables under the Incomplete submissions tab. However, there is no direct way to submit these incomplete drafts on behalf of users. These drafts are saved temporarily and will be deleted automatically if not submitted within 2 months.

Since the issue occurs sporadically and affects clients using a variety of devices, here are some additional suggestions you can provide to your clients to help mitigate the problem:

• Ensure the uploaded documents meet the file type and size requirements set on the form.
• Advise clients to try uploading documents using a different internet connection if possible, as network instability can cause upload errors.
• Recommend using updated browsers and disabling any browser extensions that might interfere with file uploads.
• Encourage clients to upload documents one at a time if multiple files are required, to isolate any problematic files.
• Clear the form cache regularly, which you have been doing, as it helps refresh the form's state.

I also noticed you're already using the Save and Continue Later feature, which lets users save their progress. Can you confirm if the issue only occurs when they try to continue from a saved session, or does it happen even with newly filled out forms?

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Both were from saved forms.

Hi Kerrin,

Thanks for the confirming it. I cloned your form to run a test. I saved my progress, returned later to complete it, and everything worked as it should. Take a look at the screencast below to see the results:

I understand it can be hard to replicate since we're using different devices and browsers. If you could share a draft link where you're seeing the issue and give us permission to make edits and submit it, we’ll be able to investigate more thoroughly and work on finding a solution.

As soon as we hear back from you, we can move forward with a solution.

https://www.jotform.com/draft/0195a4d98e397ab897965e80dfee2a28fa13

This is a draft that is having difficulty submitting.

Hi Kerrin,

It looks like the link was created while the person filling out the form was logged into their Jotform account, which is why only they can edit the draft. Since you mentioned it still can't be submitted, I’ve created a ticket and escalated this to our Developers. Although we don't know exactly when it'll be fixed, we’ll circle back to this thread when we have an update.

Thanks for your patience and understanding, we appreciate it.