Viewing Encrypted Submission...please call me

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    Dawn Kennedy
    Asked on January 08, 2019 at 09:48 AM

    I inquired yesterday about an entry I could not view because I encrypted it. Somebody replied with the "how-to-use-them" link but unfortunately I have still been unable to open the form. I tried to turn off and then on the encryption setting...did I permanently loose the data now? Please call me, this is my first submission from a client and need to respond asap, it's an order for durable medical equipment. Thank you!

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    Kevin_G
    Answered on January 08, 2019 at 10:51 AM

    Unfortunately, we do not provide phone support, but we will be happy to help you via this forum thread. 

    Once you encrypt submissions you should be provided with a decryption key which is downloaded on your computer, it should be stored by default on the downloads folder. 

    Now, if you do not have the key it will be impossible to decrypt the submissions, turning off the feature only works for new submissions, but existing data requires to have the correct key. 

    Please make sure you have the correct key in order to access your data. 

    Thanks. 

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    vitalmilk
    Answered on January 08, 2019 at 11:14 AM

    I was not provided with a decryption key yesterday, I did receive one today when I turned off and on the encryption. Will this key work?

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    Kevin_G
    Answered on January 08, 2019 at 11:22 AM

    No, as I mentioned, only the correct key will work, the new one you have generated will work for the new submissions only, but the previous ones will remain encrypted. 

    I would also recommend you the email associated to your Jotform account in order to see if you somehow received an email with the key, check your spam/junk folder as well. 

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    vitalmilk
    Answered on January 08, 2019 at 11:41 AM

    Unfortunately I didn't educate myself about encrypting forms prior to setting it up, I'm not even sure what option I chose yesterday when I encrypted the form...what if I selected "use existing encryption". Is it possible I had a key on my computer prior to joining Jot form. Currently, the only one in download key from Jot Form is from today. If I do find the key, how do I enter it? I've opened the submission dozens of times at this point and it no longer asks for the encryption key...

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    Kevin_G
    Answered on January 08, 2019 at 12:32 PM

    The form will ask for the encryption key only if the encryption feature is turned on, this means that you need to turn it on in order to get the wizard while viewing your submissions. 

    Please make sure to do not generate a new key, instead select the option to upload the key while turning on encryption again and upload the current key you already have. 

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    Dawn Kennedy
    Answered on January 08, 2019 at 12:43 PM

    I turned encryption back on but it still does not ask for the key when I open the form

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    vitalmilk
    Answered on January 08, 2019 at 01:07 PM

    With the encryption turned on...I tried opening yesterday's submission using the email link and also while logged in;neither way gave me the option to enter the key. I give up, I changed the status back to no encryption so I can use the form today and actually view the submissions.

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    Kevin_G
    Answered on January 08, 2019 at 01:35 PM

    Try using your browser on incognito mode or clearing your browsers cache