What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    How can I apply my private key in Internet Explorer?

    Asked by George Baker  on June 06, 2017 at 08:49 AM

    Our company has started to use Jotform and they are using Chrome for a browser to get around the issue of the security key not being applied in Explorer.

    Officially, our agency supports Internet Explorer 11 with Java 1.7.0_67 which allows access to our major online systems.

    Is there something we can do to allow users to use Explorer with Jotform?

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    JotForm Support

    Answered by candy on June 06, 2017 at 10:09 AM

    Hello,

    Sorry, I did not understand what do you mean by "security key in Internet Explorer"? Could you please give us further detailed information?

    Just in case, if you mention about the private key in the encrypted forms, it is working well in Internet Explorer, also.

    Waiting for your response in order to assist better.

    Thanks in advance.

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    Answered by George Baker  on June 06, 2017 at 10:12 AM

    Yes, it is the private key in encrypted forms, sorry.  I do not have a log in personally so I am going from a user’s report.  When they try using Internet Explorer they get a pop up window that allows them to select the key, but does not apply the key and therefore they cannot view the encrypted form.

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    JotForm Support

    Answered by candy on June 06, 2017 at 10:21 AM

    Dear George,

    I have just tested the private key pop-up on Internet Explorer and I have seen that it is working as expected as seen below:

    Probably, the old key is stored in the web browser cookies, so you are having a problem with re-opening the popup window. Please clear your web browser caches and cookies.

    Please try again and tell us if the issue still persists.

    Thanks in advance.

     

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    Answered by George Baker  on June 06, 2017 at 10:23 AM

    Yes, that is the popup that we get, and if we browse for the Private Key that window just stays there.  If we click the X in the top corner to close the window the Private Key does not seem to be applied and we can't read the encrypted document.

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    JotForm Support

    Answered by candy on June 06, 2017 at 10:53 AM

    Dear George,

    As far as we test here, the Browse button of the pop-up window is working well in Internet Explorer 11, Windows 10 as you can see the screenshot below:

    And we have uploaded a private key as seen below:

    Which Internet Explorer version do you use? Maybe you need to upgrade it to 11?

    Thanks.

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    Answered by George Baker  on June 06, 2017 at 10:56 AM

    We are on Windows 7, IE 11.

     

    I am obtaining our login information so that I can investigate further.  Would it be possible to get a phone call initiated to resolve this issue?

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    JotForm Support

    Answered by candy on June 06, 2017 at 11:09 AM

    Hello again,

    Sorry for the misunderstanding. We have tested again on Internet Explorer and we have seen that the key can not be uploaded on Internet Explorer.

    I have forwarded this issue to our software development team in order to fix the issue. We are going to inform you via this thread as soon as the issue will be solved.

    Unfortunately, we do not offer a phone support.

    Thank you for reporting us.

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    JotForm Support

    Answered by NeilVicente on June 29, 2017 at 03:45 PM

    Hi there,

    This issue has been resolved. You may now upload your private key and decrypt your submission using IE 11.

    Kind regards,