Unable to view encrypted submissions in iOS mobile device

I have tried this several times and it hasn't worked for me. After I sync the key in iTunes and restart the app, clicking the "key" icon doesn't decrypt the text. It works fine on Jotform.com though.

Apologies for any inconvenience. As I don't have the necessary device needed to further test this and try to reproduce the issue you are having, I will ask one of my colleagues (that has the devices) to look into the issue for you.

Thank you.

Hello Chris,

Our Mobile App Team appreciates the report about the encrypted submissions not working for you and we'd be happy to look into this issue.

I've tested this myself a few times and it is working normally on my end. I switched to one of my usertest accounts, synced the jotform encryption key, and was able to decrypt the submission.

I have also checked your account but currently, I did not find anything wrong so I would like to ask you a few more questions so that we can get to the bottom of this problem.

What iOS device are you using? 

And what iOS Version do you have?

Have you renamed the jotform.key to something else? Doing this can break the functionality.

I also see you have two forms on your account so I am wondering are both of them giving you this same problem with decryption in the app?

Additionally, can you please try it again one more time to see if there's any difference now otherwise let us know if there's still a problem.

It works!

I think it didn't work at first due to issues with my iTunes. It was not able to update automatically (I had to download Apple Software Update before updating iTunes to 12.5.5).

The later attempts didn't work because the new encryption keys I downloaded were saved as "jotform.key (1)" etc. Stupid mistake.

I apologize for not responding sooner. Email notifications of your responses didn't go to my inbox!

Thank you for your help!