Encrypted information can't be decoded!

  • bmhavumaki
    Asked on November 14, 2017 at 9:13 AM

    We are running an online raffle. We cannot retrieve the names and addresses of the people who bought tickets. This is data we need for future fundraising efforts. Please help. Thank you.

    Here is the screen shot.

    ID
    3860651129422759446
    Submission Date
    2017-11-09 14:31:53
    IP
    24.61.80.249
    My Products
    One Raffle Ticket (Amount: 20.00 USD, Quantity: 1) Total: $20.00
    Name
    blzqvwZ8nyL5MVbvXv40PhNaorMMN/LwtwJlYscHTNNH+UkhOjAvR2L4ogx9ypj57CRxqlQWtFSnv2V77K6B1MIudrI/bi7Jgd7pQlbYcyic1OfnUFhv07zIQ5qs85EFg49s48Q8/hCYYz0WHJ4rPvdyaAdHPTFFDxuUMGmx3RnzsbZesJSBoHTXRJ40i3wklQhMCAzs3nKbMZVrpvBlEHjIXEXBBXEX+C4k34fFFwrF0mFzV0qG/3YFTUekvJRoCoXWDexZiQ5beX3Pefda/bkSGsqpGE0Ut8U99gS/vFQqGvknNAA5ECJA3h+RulJi5KOq/FL+tiBS6/EmQtpbjg== WPXL4WmfFnXg7ThPpc4JED+YP7/bYyaHjwbXgo08TMf+eh8HXpkohDuRFIUJS+BQElmgY05rHRVw+CtY3nqhyhAI0zR8VZe+BNRoIKv/fJ14TUw6Ci1G2olvYUl8dAhTKepbxpVJ9vcfNkS2NEtrnEQYNLrVw3W1Iksw+4btGS4TEqY5qs40E2DsYxg5DwfJtFQtE891kKArfYYjx8tzD7tyrmXWxhh154wDg4uZedh/X5umoAZycyHp2PALcZXYbaivcu3BdYgrO2KQIhqKoX7U8iRRDdxOr7Jc9S0YOmhYqJWw/IAmzX5hZlRndez3NF6J+LH2au0ASg5j6t8ukw==
    Email
    WR31gVutnD0KfJLkDbo8HB3cNjE4jwXY1id8axORFkns2/mbsxMk76MhONiiXAhSfTZC6GvKRjWsgf6URjRtNmhSlAPlxmk/XZPnoO0HI9NkfBDpuNKNzJxEZZIvsL9vszLyuQL62mQeNRESc7QXW1FvFk2SQqxm+MZ2O4d/PxAF3CDWUBHRluymelMIJYORUywVoRjW3QA2JSbtUxme/p5w7XHvtnYaP8QTuMksTV0USzUHqIQlwek8AxaYR729SkiHfPNY29SQhKx8f+M9TzSlOugqM0DOudOxbGevZz7z4cEsM5wA3H3gY3LtuwNjVpo9VULb07PMgTraIENI7Q==
    Address
    Street Address : H8DfyiKiqLyxz9oEZBJiZg2ctRsaEKBSvP/lpDAEC7Htk65jBxlydBXFzRG19Q8Ho2bobm83H2uZWLZh88W++Kcu3uUeSMXDUCMXmY/cGhzWtAjR0l7RbLts1524XKArW9vtQ3aS3OJxWhpJF9jP2RsOPfqzhduwYrRnDDhcsLotke930UIWbnBYQjN4rq/lq70ZNM9maYKLJDeh0N21LY553iaRuEx5f+IeIFXPPmVvEFcU6+Cu29RSCYwJbfWKlYGQazhwd6QgZL+lMzs/dt7eum7F9R74sxlpYJpVc/o46Esg0Rz+EWH+PXsp1I7mYN4jFg5WynjYQmXGOb3Z8g==
    Street Address Line 2 : MFFJ/tGtConjlYUqs0UBHhzVIimoRQo4NVzxXGoqHGP3XVBSdbcFkwX4wTrCyvN+QW6CREFd0z2fT5kVo/u25DyndPuuxJy4/xe1t4/aeNO+8F+c30hK/MfJQDlJXZTF1KBJSWlA3aJoLZfm4nHUfShRPbN5WaKjs+LcPQcDVRodKN5sZO071dLHs1O1LyI0vgWeoYpUyTE/3KHAuf7AoqYgRYu4QcpgacUMqXnN7BMOQsHxnCu4TyxbNndtPNRdmjR1BgpQPhx8tX3SgzG+rNBGQvDOurORZWcaf1OqL1SEfFu8S/11kzAmqNwehEI2norgEHinikZuXoGtF/A0FQ==
    City : PyWOROErjewW2G2SslIb4zR0v/F71ckxJ69hMcyNwakFDW2MCCqvydm3+H/ChAg3BMF5eM3jHaqC6BPdQ3FJyTxGWwzwK/YU/pO2Dre6JJ5OFE1QaclIURzx0HmMbBKHIF5NZt1IvRPeec+p2DogW4qIV6hY0SRmW5flkCNbn0uoeFmzQwbkH0pOdXXmkgQzZ3K6mNeTN1D6VDknJRXQmrRwhKeLGn4d45rEX0xJJSPcLMX5lYp2Rylua5pM0IdM9aGNKS2VZuq0avQRbmG3Uv4LvWTmQw0KeBoa+cTyUlvHi42sUPOdfyyJh1BTyJxzxyi9c01A7/OyvLx7DRT+4Q==
    State / Province : F0JPTSyeqs7VRx3+cHxHpMDk/FV/CSWFxTVDid+R5zqA/hMHDLZIKu7+hxh0AWDm6PZnVlzDtSaTcE9VQbWwD3xTiuFkMeIkxEsMGfMxt4QG7w0FpeeOOFGkqZ9g3XLXPoiXWkr8Gy0f2Y2BhEZMXBVltCNbbrqnTUuPx0B1M4C1FGKG+pGXryoU6RyktXq3k+hTyMihaTo17gAzXyMNrpHbcjYk9PfzPJra4yflx4GXHLAc+83cUTqquviJ0O8OYyqGjmHYav0vcTCEId7uIp0gydKxuyTqd4asELDmlUrBvoBNCXil9XenQp5ABYVQuHefUz4nhTnccGY46+XNRA==
    Postal / Zip Code : MzAkt29tQhVM7FW0gUyfsXWvK/NW1O39CBaEbrWIxoj7pkrqNCR7rnbhp/JtjQmxiMOcjgG9TPWixbqbUHTovwz/sHsOrYU6/eW4MaDi/+ByGqDNSxo3TNIkMK7yWHRL3iyk66OaHbod30U9SM40MvWoyhf4Gs1SNbxQ51bRtNl9hRjnVRjFZRKk99lnarOFDxRPWB1JtUwjdnnlo+w6eB3fQbKCQI+punFC1TCb60+NJASkSsK9MmLi11jneC8QSsOqlAQGX18ihvSor8SXLrv64x0YYnydko2OApkqsVopDYSish/2v0FlGJGaD8CIf6zcaUMyWK9antHJGJ0b+w==
    Country : 
    Phone Number
    telephone Screenshot 10(HgEkzl85DWkhkF9LzMMf61PHC6+/ItBhXVWyXGRfVKFYW0z8+vXZkeZUPLoAVNTslfAifW8MouZB7HBkiWt9Phu8MiICigXJa1oQF3nGUSg1wt4un0nUbnIuqXZd0ORXcrXH24Gq3/sEhLg2pNImqGFygFdsjfoNcsXXKAQGQS4kppgHo+DQCCWG01BhYsrpewkyxz1cXh8cJsBQ+ubSPyuWn/6v53N1S7gbZz0TvVx3v44C4CGEtnjW8fwJMuy78B9gd2508nQjhYziSmrcuUWNCILiervu/S+hWWRYBlXik8LJCCzOP92wMXaHDva2f8Qt0jycf6TxfmFs9sEqqQ==) a0aqWEUS/LmyBVIz3w1wLGm8tEeR2b1INk7wPlJpPRYThKYTzLYVY6ilzYju8UgArXi4NVh7LKFlCzyhdFyjGmsG4ZTTXwHiumIa

    Page URL: https://www.jotform.com/submissions/72836066518160
  • onur JotForm Developer
    Replied on November 14, 2017 at 9:21 AM

    Hello,

    When I check your form I realize that you've disabled form encryption. Could you please re-enable this with an existing key. 


    1510669263Screen Shot 2017 11 14 at 5 Screenshot 10

  • bmhavumaki
    Replied on November 14, 2017 at 9:43 AM
    Ok - just re-enabled.
    However, I only disabled encryption this morning *after *this problem
    emerged.
    Thanks for your help.
    ...
  • Ashwin JotForm Support
    Replied on November 14, 2017 at 11:12 AM

    Please note that if the submission data is encrypted, you need to provide key file which was downloaded when you encrypted your form. When you go to your form's submission page, it will ask you to upload the encryption key.

    Do you have the key file which was downloaded when you first encrypted your form? The key file is downloaded the downloads folder of your computer. If you have not deleted it already, the encryption key should still be there in your downloads folder. You may like to take a look at the following guide which should help you:  https://www.jotform.com/help/344-Encrypted-Forms-and-How-to-Use-Them#Where-Can-I-Find-the-Private-Key-After-Downloading-It 


  • bmhavumaki
    Replied on November 14, 2017 at 12:43 PM
    So, I just cleared cache/etc., uploaded the key file, and tried again to
    access these records.
    They're still encrypted:
    [image: Inline image 1]
    ...
  • Ashwin JotForm Support
    Replied on November 14, 2017 at 1:35 PM

    If the submission data is still encrypted that means you are not using the correct key file. Are you sure you are using the correct key file? There is no other reason on why the submission will still be displayed encrypted.

    It seems you disabled your form encryption and then enabled it again today. Are you trying to use the key file which was downloaded today? As explained earlier, you need to use the older encryption key which was downloaded when you first enabled encryption. 

  • bmhavumaki
    Replied on November 14, 2017 at 1:43 PM
    Thanks for your email.
    The complicating factor is that I *never *downloaded a key before today,
    and though my form was set as encrypted for the past month, I never had any
    difficulty viewing its submission history online - I was never asked to
    upload a key, and the content never before today displayed as encrypted.
    Three things happened for the first time today:
    (1) I turned off encryption (subsequently turning it back on)
    (2) I downloaded a key from Jotform
    (3) I was asked to provide this key (and did).
    So, I'm really not sure what the snag is. Is there any way to reset things?
    Or any alternative route to retrieving these form submission records.
    I've attached the key to this email for reference.
    Thanks again,
    Ben Havumaki
    ...
  • Kevin Support Team Lead
    Replied on November 14, 2017 at 2:40 PM

    Please note that if you generated a new encryption key this will not work for the previous submissions, it will only work for newly received submissions and the oldest ones  will still require the old key. This may be why you're upload the current key you have and it does not decrypt the data. 

    Also, when you upload the key for the first time it will be saved on the browser storage and this is why you were not asked to upload it before. If you used a different browser or cleared your data then the decrypt wizard  should have appeared when you went to the submissions page. 

    Unfortunately, it's not possible to have the data decrypted without providing the key. 

    I would recommend you to browse on your files, may be that you saved the previous generated key. 

    Also, please note that this forum does not accept attachments, only images are allowed, but they will not reach this thread if you attach them via email responses, you need to open this thread on a web browser and upload the image following this guide: https://www.jotform.com/help/438-How-to-Post-Screenshots-to-Our-Support-Forum