Uploaded PDF is showing failed, but is still being included in the submission

Hello Support Team,

The issue we're having with our form is when we submit a PDF file we get an error message (see attached image). The PDF file size is not an issue. Another note is that the PDF is still being submitted in the backend but the user on the front end is seeing that error message of a failed upload. What could be the issue? We need a quick response and fix because we are running paid traffic and every minute this is not working is costing us money.

Thank you,

Web Team

Hi Carmen,

Thanks for reaching out to Jotform Support. I'm an AI assistant. I'll do my best to help you until someone from the support team is available.

Regarding the issue with your form showing an error message when submitting PDF files, even though the files are successfully submitted in the backend, this can sometimes happen due to temporary upload glitches or validation errors on the front end.

Let me help you with that:

1. Check the file upload field settings in your form to ensure there are no restrictions or validation rules that might cause the error message despite successful submission.
2. Test the form submission with different PDF files to see if the issue persists across all files or only specific ones.
3. Clear your browser cache and try submitting the form again, as cached scripts might sometimes cause front-end errors.

If the problem continues, please provide us with more details such as the form URL and a screenshot of the exact error message you see on the front end. This will help us diagnose the issue more precisely.

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

Let us know if you have any other questions.

Best regards,
Jotform Support Team

Here's the form URL: https://form.jotform.com/252032213701439 and there is no issue with file upload settings currently.

Hi Carmen,

Thank you for providing the form URL and confirming the file upload settings are correct.

To further investigate the issue with the PDF upload error message on the front end despite successful backend submissions, could you please provide additional details such as the submission date or submission ID of the affected submissions? This information will help us locate the specific submissions and diagnose the cause of the error message more accurately.

Once we have these details, we can proceed with a more thorough investigation.

Best regards,
Jotform Support Team

The submission was just made, here's the submission data below.

v96598867@gmail.com

Submission Date

Sep 10, 2025 10:07 AM

Name

Test5 Test5

Email

v96598867@gmail.com

Country

China

Description of Your Project Details

Test5

Please upload your document

PDF

Test1_1902

.pdf

181.97 KB

Hi Carmen,

Thank you for providing the submission details. We will investigate the issue with the PDF upload error message on the front end for the submission made on Sep 10, 2025, at 10:07 AM with the email v96598867@gmail.com.

We appreciate your patience as we look into this and work on a solution for you.

Best regards,
Jotform Support Team

Hi Web Team,

I made a test on your form using a sample PDF and did not have any issues:

I also tested the PDF File in your submission and could not replicate the issue:

I went ahead and cleared your form cache to refresh your forms, can you try checking again?

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

Hi Mary,

When I login to use Jotform test the from, or login WordPress to our website, Click to fill the submit form, it looks fine.
But when I use other browser, and an audience view to submit the form, it keep looks as previous situation:
1. when file uploading, bottom showing “please wait", the file name change to .pdf Cancel **% MB Failed X

2. when file success to upload. The file name also show up as "**Failed**", It's not good customer experience. let our customer confuse about the uploading.

Hi Web Team,

Can you share what browser are you using so we can try and replicate the issue?

Once we hear back from you, we can get moving on a solution.