Submission: Stuck on please wait

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    TFMcDow
    Asked on January 15, 2018 at 04:41 PM

    clients are unable to submit intake form. Please help!

  • Profile Image
    aubreybourke
    Answered on January 15, 2018 at 05:47 PM

    I was able to reproduce the problem on your form. 

    Then I cloned your form which solved the problem:

    1516056323The Easiest Online Form Builde

    Please try cloning your form (https://form.jotform.com/73526142566155) and then do a test submission.

    How-to-Clone-an-Existing-Form-from-a-URL


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    TFMcDow
    Answered on January 16, 2018 at 09:49 AM

    I'm afraid it didn't fix it for me. I have the same exact problem. https://form.jotform.com/8014650066615015161141472018-01-16 jotform clone.jpg

  • Profile Image
    John_Benson
    Answered on January 16, 2018 at 10:34 AM

    Hi,

    Please test my cloned form: https://form.jotform.com/80154172904957

    If the cloned form is working properly on your end. Please try removing the E-Signature widget to your forms and replace it with the Smooth Signature widget.

    Give it a try and if the issue still persists, please contact us again. Thank you.

  • Profile Image
    TFMcDow
    Answered on January 16, 2018 at 11:06 AM

    Changing the widget worked perfectly. Submission went through!

    Next problem: encryption. I do not know that I intended to encrypt the form, have searched but cannot locate the private key to access the form, and I cannot find how to remove it from my form.  

     

    https://www.jotform.com/submission/3919268650214885502

  • Profile Image
    aubreybourke
    Answered on January 16, 2018 at 11:21 AM

    The private key is usually called "jotform.key". And can often be found in your "Downloads" folder. Please check if you can find it. Without the private key it will be impossible to access any encrypted submissions. However, if you turn off encryption you will be able to access new unencrypted submissions.

    To disable encryption you need to turn off that feature in your forms settings.

    For example:

    1516119544The Easiest Online Form Builde

  • Profile Image
    TFMcDow
    Answered on January 16, 2018 at 11:25 AM

    I searched my entire system and it is nowhere to be found. I also do not recall ever getting the option to download it. In either event, I am perfectly happy to turn it off...but my clients are submitting personal info such as names, addresses, birthdates, and social security numbers. Would you recommend the hassle of resetting encryption? My understanding is that your service is secure already. 

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    aubreybourke
    Answered on January 16, 2018 at 11:34 AM

    If you are collecting social security numbers. So you must use encryption.

    According to our terms of use:

    "Collecting Sensitive Information. You may not use the JotForm to collect certain types of sensitive information, including but not limited to credit card information and any type of login credentials. You may collect some sensitive information such as social security numbers or driver’s license numbers, but you are required to use best security practices of JotForm including SSL and Encrypted Forms features. 

    You are solely responsible for compliance with any data protection and privacy laws and rules applicable to the sensitive information."

    If you cannot find your private key you can turn encryption off. Then turn it on again. It will prompt you to create new keys. And present you with the private key to download. Please safely store your key. Because later on you wont be able to access your data.

    Also note that your older encrypted submissions will no longer be accessible, because you lost your first private key.