upload document not working

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  • Updated 3 years ago
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I'm trying to upload a pdf and just get a spinning beach ball for about 5 minutes until I get tired of waiting and refresh the page to cancel.  Click Insert Link button, click Document, click Upload, select document, click Open, wait 3,000 years.  FF 49, OSX 10.11

Help!
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Loh

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  • frustrated

Posted 3 years ago

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Maya Lochan, Customer Support Specialist

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Hi Loh!

I hopped into your Elaine sub-account and was able to successfully upload a PDF document by following the steps you detailed. In order to help isolate the issue, can you try using a different browser or connecting to a different network? Also, have you tried uploading your PDF directly to your document library (by clicking the "Documents" button from your "Campaigns" page)?

We definitely want to get this sorted for you, so I'll keep an eye out for your reply here!
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Loh

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I tried again using the steps above - no joy.  I was, however, able to upload it using the Documents button from the Campaigns page.  So I can proceed but would still like to be able to use the other method.
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Loh

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It worked fine in Chrome 53, btw
Also what do you mean connecting to a different network?
(Edited)
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Maya Lochan, Customer Support Specialist

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Glad to hear you were able to upload in Chrome!

By different network, I meant connecting to a different internet (wifi) network; however, since I was able to upload as expected in Google Chrome, Firefox, and Safari, this issue has been isolated to your version of Firefox. In that browser, can you try using a private window or clearing your cache and cookies from the beginning of time? Also, please ensure your Firefox is up to date, that Javascript is enabled, and that there aren't any plugins or extensions that could interfere here.

Those troubleshooting steps should resolve your issue, but let me know if you have any further questions here!
(Edited)
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Maya Lochan, Customer Support Specialist

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Hi Loh!

Just wanted to check in to see if you were able to upload a document from within a campaign?

I will definitely look out for any additional information you provide here!
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Loh

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I did do it in a different browser.  Sorry, I thought I'd said that earlier in the thread.
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Maya Lochan, Customer Support Specialist

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Hi Loh,

Yes, I know you were able to upload through the Document Library from the Campaigns page; however, has your original inquiry been resolved? As in, have you been able to upload directly from a mailing using the insert link button?

Thanks!
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Loh

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yes, but not in Firefox.  I was able to do it in Chrome directly in the campaign.