MOBILE FAX: “THERE WAS A PROBLEM UPLOADING YOUR FILE.”

[GHOSTUSER]

I have been utilizing the mobile fax feature through the HP SMART app without incidence for more than 6 months.  When attempting to use it today, I received the error message, “There was a problem uploading your file.”  The file size was 412KB.  I made sure the app was updated and closed/opened involved apps and re-started the device.  Any assistance would be appreciated!

[Roshan40]

Hello GHOSTUSER,

Thank you for reaching out. If you are encountering the error message “There was a problem uploading your file” while using the mobile fax feature through the HP SMART app, please try the following troubleshooting steps:

1. Check File Format and Size:

   • Ensure that the file format is supported by the HP SMART app. Commonly supported formats include PDF, JPG, and PNG.
   • Although your file size is 412KB, which is generally acceptable, try reducing the file size or converting it to a different format to see if that resolves the issue.

2. Check Network Connection:

   • Ensure that your device is connected to a stable internet connection. Sometimes, connectivity issues can affect file uploads.

3. Reinstall the HP SMART App:

   • Delete the HP SMART app from your device and reinstall it. This can resolve issues related to app corruption or improper configuration.

4. Clear App Cache (if applicable):

   • Some apps allow you to clear cache data. Check the app settings to see if this option is available and clear the cache.

5. Check App Permissions:

   • Verify that the HP SMART app has the necessary permissions to access your files and network. Go to your device’s settings and ensure the app has all required permissions enabled.

6. Try a Different File:

   • Attempt to upload a different file to determine if the issue is specific to the original file or a general problem with the app.

If these steps resolve your issue, please select “Accept as Solution” to assist others with similar problems. If you continue to experience difficulties, feel free to ask for further assistance.

Best regards,
Roshan
I am an HP Employee

[GHOSTUSER]

Thank you for all of the recommendations, however none of them resolved the issue.  The mobile fax will accept jpg file format, but not PDF - again a change that occurred only recently, as I have utilized the mobile fax uploading PDF files without incident until then.  And it was attempted on 2 different devices as well.  I hope HP is  able to resolve this issue in the near future.