File Upload Troubleshooting

Troubleshooting steps for problems uploading files to a form.

Pam English avatar
Written by Pam English
Updated over a week ago

If you are having difficulties uploading files to a form you're trying to complete, please try the following troubleshooting steps:

  • Be sure your form is saving properly. Is a "Draft Saved" message appearing periodically as you work? Do you see a message like this at the end of the form?

  • If not, save any long answers you can see on the form off-platform in case you lose them. Close the form. When you reopen it, make sure you're seeing the above signals that your work is saving properly.

  • Match the file type. Be sure the file you're trying to attach to the form is one of the types that the field will accept. You can find the acceptable file types right below the field:

  • Use the latest version of your browser. Be sure that you are using the latest browser version for your operating system. We recommend using the latest versions of Chrome, Firefox, or Safari. We do our best to maintain backward compatibility with older browser versions. However, you will always have the best experience if your browser is updated to the latest version.

  • Clear your cache. It is often helpful to clear your browser's recent history. Here is how on your browser. After clearing your browser cache, restart your computer.

  • Try a different device. If you are trying to upload files from a mobile device, try using a laptop or desktop instead.


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