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Support Article

Unable to attach files on iPad



User is unable to attach files on iPad. Only files available to choose on iPad to attach are image file types (png/jpg).

All other file types show image in grey and they can not be selected. Other file types can be attached using desktop or Android mobile.

Error Messages

Not Applicable

Steps to Reproduce

1. Open Safari on iPad.
2. Login to application.
3. Create a case, try to attach a file other than an image to the case.

Root Cause

This is a known limitation when working with Safari and iPad devices. The standard file upload processing only allows user to add files from photo library.


Enable option in the application to allow Safari access. Once Safari is enabled the File Upload will allow user to select files from the other applications.

As an alternative other applications like iCloud, DropBox, Google Drive or OnDrive  can be used.

Published August 24, 2018 - Updated October 8, 2020

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