Upload error appearing for specific user

Hi,

one of our people has tried to use the travel risk assessment form & every time they try to attach a file the jotform comes up with an error. I have attached the same file & it works fine for me.

Do they need to allow a setting in their PC or something as its only happening with them. No problem for other users???

See below snip for reference

Look forward to your advice,

thanks Ham

Hi Nicole,

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 the user not being able to attach files in the travel risk assessment form, it seems the error message indicates a file upload failure. Since the same file works fine for you but not for the other user, this could be related to the user's device or browser settings rather than the form itself.

Here’s how to help troubleshoot and resolve the file upload issue:

1. Check the file type and size: Ensure the file the user is trying to upload is within the accepted formats (pdf, doc, docx, xls, xlsx, csv, txt, rtf, html, zip, mp3, wma, mpg, flv, avi, jpg, jpeg, png, gif) and does not exceed the form's file size limit.
2. Clear browser cache and cookies: Sometimes, cached data can cause upload errors. Ask the user to clear their browser cache and cookies or try using a different browser.
3. Check browser permissions and settings: Make sure the browser allows file uploads and that there are no restrictions or security settings blocking the upload.
4. Try a different device or network: If possible, have the user try uploading the file from another device or network to rule out device-specific or network-related issues.

Regarding the part-completed inspections not showing up in the register of started/completed forms, this might be related to how the form submissions are being saved or filtered. Could you please confirm if the users are saving drafts or partially completing the form and whether the form has any conditions or integrations that might affect submission visibility?

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

Let us know if you have any other questions.

Hi Ham,

The error shown in your screenshot usually indicates a problem specific to the user’s setup, such as browser settings, extensions, or connectivity. To help isolate the issue, asked the affected user to try uploading the file in a different browser or disable any active browser extensions, especially those related to security or content filtering. Another thing that often helps is clearing the browser cache. If they're on Chrome, you can follow the steps in this guide, or if you’re on Safari, use this guide.

Since you mentioned that uploads work fine for you and other users, this points to a local issue on the user’s device or browser. Can you also confirm if they can upload a different file type, like PDF or JPG, to see if the issue persists across all formats?

I separated your other question into a new thread so we can focus on it properly. You can view and follow it here.

Once we hear back from you, we can help you sort this out.