Form Encryption was disabled after upgrading to HIPAA account

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    Dreamwellness
    Asked on April 23, 2018 at 07:35 PM

    Today I upgraded to the HIPAA compliant Silver Plan. Prior to that, I was encrypting my forms. On Saturday 4/21/18 at 9:10am (PDT) a New Member Intake process Form was submitted.

    Today around noon I made the upgrade to Silver and encryption was removed from my forms. Because this form came in when it was encrypted, I am not able to read the form. It is still encrypted, but there is no option to get it decrypted.  How do I handle this short of figuring out whose form it was and begging him/her to do it again? This intake form takes around 30 minutes to complete, so it will not make him/her happy to do it again. Any help you can provide would be much appreciated.  (There may be some other submissions that have not yet been processed that may have the same issue)

     

    Thanks,

    Brian

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    Jan
    Answered on April 23, 2018 at 10:26 PM

    Sorry for the inconvenience. 

    I will forward this issue to our developers so that they can take a look at it. We will let you know via this thread once an update is available.

    Thank you for your patience.

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    smpriddy
    Answered on April 23, 2018 at 10:41 PM

    I am having the exact same issue and cannot read any of my forms submissions that are now on the HIPAA server. This is not good news for my medical practice.

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    Nik_C
    Answered on April 24, 2018 at 02:27 AM

    The issue has been escalated to our backend team and it is being worked on. We will inform you further via this thread.

    Please do not encrypt the form again (and don't delete the existing key that you have).

    Thank you!

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    Dreamwellness
    Answered on May 01, 2018 at 08:07 PM

    What is the status of this issue? I still have hundreds of forms that I need to access for patient's files.

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    Jan
    Answered on May 01, 2018 at 10:20 PM

    Sorry for the inconvenience. Unfortunately, we do not have an update yet regarding this issue. I will contact the developer assigned to this ticket and I will ask for an update.

    Thank you for your patience.

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    smpriddy
    Answered on May 01, 2018 at 10:52 PM

    My company has been hearing this same response since 4/23/18. We are in the middle of a post payment insurance audit and cannot access any client intake documents. I am seriously contemplating canceling my subscription. I am not really sure that JotForm is equipped to handle a HIPAA compliant server and it is evident in their delayed response to fixing a critical error in their system. Unbelievable JotForm!

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    Nik_C
    Answered on May 02, 2018 at 01:52 AM

    We're sorry for the delay. We understand the urgency. I'll message the developer assigned for a possible update regarding this problem.

    Thank you for your patience.

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    Dreamwellness
    Answered on May 14, 2018 at 07:39 PM

    Any updates with this issue? I REALLY need to be able to access my encrypted forms from prior to the HIPAA upgrade!

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    Jan
    Answered on May 15, 2018 at 05:13 AM

    Sorry again for the inconvenience. We still do not have any update regarding this.

    May we know if you still have the encryption key saved in your local files?

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    Dreamwellness
    Answered on May 15, 2018 at 08:49 AM

    Yes, I still have the encryption key

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    Richie_P
    Answered on May 15, 2018 at 10:18 AM

    When you try to view your encrypted submission, are your prompted to upload the key?

    If it does, kindly try using your encrypted key to view your submission.

    Let us know how it goes.

    Thank you.

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    Dreamwellness
    Answered on May 15, 2018 at 10:58 AM

    No, ever since upgrading, the security key window does not pop up anymore. 

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    Richie_P
    Answered on May 15, 2018 at 12:04 PM

    Thank you for the clarification.

    We had to test, if  your account would still prompt to upload your encrypted key when encrypted submission is viewed.

    Unfortunately, we still have no updates from our developers.

    Thank you for your patience.