External users are unable to upload file to submit article

Software Support
1

Hi,

We are using OJS 3.1.2. When external users try to submit an article to our journal they are unable to upload their word or PDF file. They go through all the steps to submit and after they’ve entered all the metadata and click “Save and continue” the upload circle (see below) continues to spin without moving to the next step. unable to submit

Thanks for your help!