The 2 common issues we see with file transfer may be worth looking into. 1. if the file size is over 100MB, but this does not seem to be the case. 2. Can the patient make sure they are using a correct browser and update version of that web browser.
For Windows (10, 8.1, 7): Chrome, Firefox, and Edge (No I.E. or Samsung)
For Mac Laptop/iMac: Chrome, Firefox, Safari
For iPhone/iPad: Safari Only
For Android mobile/tablet: Chrome, Firefox, Edge (No I.E. or Samsung)
Latest Browser Versions:
Chrome 83 Firefox: 77.0.1 Safari Mobile: 13.1 Safari MacBook/iMac: 13.1 Edge: 83
For a patient to check their browser, try the following: Use this link from any laptop, phone, or tablet to see if the browser is up to date. Copy and paste this link below into the URL section of the browser and select enter. https://www.whatismybrowser.com/