In this article, you can find frequently asked questions about using KnowBe4's Web Forms platform. If you have additional questions that this article doesn’t include, please submit a ticket to our support team support team (link opens in new window).
Why do I get a "Submission Failed" error?
Firstly, please don't worry! Our support team looks into all failed submissions and retries them straight away if possible.
If there's a problem, we always investigate it, and once it's fixed, we will retry the submission.
What if the submission cannot be retried?
We can't always reprocess everything, and the first thing to always check is the type of file you are uploading.
By default, Web Forms accept lots of file types, but it's worth checking that your file is supported. You can check this by scrolling to the bottom of the page, where you can upload the file and select the Upload Restrictions link.
When uploading a ZIP file, ensure it contains no disallowed file types.
Can I upload password-protected files?
Due to the secure nature of this form, all files are scanned for viruses. If you attempt to upload an encrypted file or a password-protected document, the upload will fail. Try removing any protection and attempt the process again.
Why do I get a "Server Error"?
If you try to submit the form and receive a "server error" message, we cannot retry the submission, as it didn't go through.
Most likely, these errors are specific to the device you are using to upload a file from. We recommend following the steps below:
- Try another browser or device to upload the files. We thoroughly test each form across many devices and browsers, but the quickest resolution is often simply to use a different one.
- Try clearing your cache and cookies and then trying again.
- Check if you have any browser extensions enabled. Some browser extensions track data, and since this form is secure, we won't allow them to track. Disable any extensions and try again.