My encrypted form's inbox is not responding

  • Profile Image
    FCIM
    Asked on July 08, 2019 at 02:22 PM

    Hi there, 
    I am trying to download forms that have been submitted to me and my inbox is not loading.  It basically stops and creates a "beachball" on the Mac as soon as I click on it.  This has happened before, and when I switched to the old version, I was able to find them, but I can't even do that.  Please help, thanks!

    Megan Weigel

    Page URL:
    Inboxnotloading

  • Profile Image
    Victoria_K
    Answered on July 08, 2019 at 04:13 PM

    Good day Megan,

    I am checking your account and see that you have encrypted form. So, in order to review submissions via inbox, you would need to upload a private key. Do you see a prompt like below?

    I am also using Mac. If you do not get the popup to upload a key, please try using incognito/private window of your browser. 

    Please get back to us if you will need more help on this. 

  • Profile Image
    FCIM
    Answered on July 09, 2019 at 06:43 AM
    Hi Victoria,
    When would I see the prompt?
    And how do I use a private window?
    Basically, when I get an email that a new form has been submitted, because it is encrypted and I can’t “read” it, I just go to the website, log in, and click on Inbox. Maybe I am doing that wrong? Thanks….still not sure how to proceed
    Megan Weigel, DNP, ARNP-c
    Advanced Practice Holistic Nurse, Board Certified
    Multiple Sclerosis Certified Nurse
    Ph (904) 543-3510
    Fax (904) 990-1331
    www.firstcoastintegrativemedicine.com
    “Your New Health Story Starts Here”
    This communication (including all attachments) is intended solely for the use of the person(s) to whom it is addressed and should be treated as a confidential communication from First Coast Integrative Medicine. If you are not the intended recipient, any use, distribution, printing, or copying of this email is strictly prohibited. If you received this email in error, please immediately delete it from your system and notify the originator.
    ...
  • Profile Image
    Victoria_K
    Answered on July 09, 2019 at 07:19 AM

    Hello,

    Here is how you can load a private window in your browser: https://support.google.com/chrome/answer/95464?co=GENIE.Platform%3DDesktop&hl=en 

    When you access an encrypted submission via private window or any different browser, system should automatically ask for a key. Please try this again and let us know about your progress. 

    We will wait for your reply. 

  • Profile Image
    FCIM
    Answered on July 10, 2019 at 11:43 AM
    Hi Victoria,
    I was using Safari. So, I used Google Chrome and was able to get into site. However, I don’t have any document saved as a private key. This is all so bizarre. I encrypted months ago, but have been able to “see” forms. What type of file is the private key? I’m not sure what to even search for. Thank you.
    Megan Weigel, DNP, ARNP-c
    Advanced Practice Holistic Nurse, Board Certified
    Multiple Sclerosis Certified Nurse
    Ph (904) 543-3510
    Fax (904) 990-1331
    www.firstcoastintegrativemedicine.com
    “Your New Health Story Starts Here”
    This communication (including all attachments) is intended solely for the use of the person(s) to whom it is addressed and should be treated as a confidential communication from First Coast Integrative Medicine. If you are not the intended recipient, any use, distribution, printing, or copying of this email is strictly prohibited. If you received this email in error, please immediately delete it from your system and notify the originator.
    ...
  • Profile Image
    roneet
    Answered on July 10, 2019 at 12:48 PM

    When you first enabled the Form Encryption, an encryption key was downloaded to your computer. Please look for the "jotform.key" file in your Downloads folder or any folder in your file storage.

    Windows PC

    MAC


    Please check this guide for more information about Form Encryption: https://www.jotform.com/help/344-Encrypted-Forms-and-How-to-Use-Them

    Maybe at that time when you enabled the Form encryption, you have uploaded the key so it is stored in the cookies and you were able to see the submissions.

    Hope that helps. Thank you.

  • Profile Image
    FCIM
    Answered on July 10, 2019 at 02:43 PM
    -----BEGIN RSA PRIVATE KEY-----
    MIIEpAIBAAKCAQEAkkb+BEukBwyFdTLsLIf5PYv/i/hdTB5Efbxh4SykbcVCOaaO
    7bCHQTy50naQgeekI2hTt3bDYJZQVdKp6+OvEQlok1xJWU8Z4tK5OG+NHy7fu78/
    /cn7zyisumXSglaUXgqLXpcSwHSDeMdw+Y8eFXq3gzHXd4RGWyldA2DeWv3N6z31
    0eVC0GyJ1Bq3zhTUR71K+/Ev6aix3Nb1+sS+0VBEvrcAyVUi4em/7045Th2v4wdU
    kbCnquVy6smAmblklDo6bcc8C4AwJu+jNnY6HCkUVUBJHNwGhWVS0FieDbwq3iK7
    DfhzTxzQ6a+Z8a0T5zFmSWPxmFBtOyTHFXJjMQIDAQABAoIBAQCGchHPSOa+Q9f2
    XJOOanu/AgojUGgQKlGxb5BXMnz/F6tC6b+839+xKmtw8eDoRUwr7xvjKJlzETVN
    bI8ZbO/frNIdf1k7aOTWAfCT2pPO8XpaSfI7BYcYZL49pJDTk1hTB0YJ7rkhgvXD
    8Sv5dH2mKGC7iPgNtdokt+Px0vsMjY7NksA09dswHAufxi+P+8ybPyNF6p4oR312
    dXsnv4tFJWtgMES8mbbbKGQFU3pk6jPNvq6SZbcFJvZBBshdT22DnbzZoLFn4teu
    H3NDiSWyHJyUWXCawUqH3IX3D8E98vURpNW2O5Fkk68VBe67KHzLe0mw8ERlBczY
    k2OdQfMBAoGBAMmK7+oiLEPG7GyEUwYaPSxe8TBbbaHxDskmBSdM/tR+4x0/YRYp
    9WNImo7XE130o67iF8+MvXVdBjiSyEgLVK0WHmkUxE7y/JJPo0656KdeNo6ErZY5
    N6C9jwmWb8BhdPXm8KN+FKISiPqXuar5dAPsT018nRqmNAcVkSm1bt+5AoGBALnN
    P/8KL9L/0FZy4H/q+biSvtEDbX0PnKfVqWRW/qF97QqkVCUDX5kFycw+mcA7sL1/
    Z1Db/woSCpAbmZ5EANBeDNsgEpHwu8knA5Ci2hEsMsDm5vZ2bWotvOXHdayJSq3U
    5iPBQHweNhWxQdsKjVBKVwQ6rA8s9HVisJ2X4qs5AoGAJZkXvLP3UgWQIYZl/qNy
    eg6ULBNCVo2j1n6TQ4unlni9Yb1rHTlin8zxmGgjIsn6pytiicOVrIlYGcG4P0ht
    2YRg0/Wd0aSe3aShsJQaBO8cemXiBD5UVFZIkt9PpbIIob8dcUKaEsomZ6laZ7z1
    ma3B9ZCjtk7/MbsiQ4enUXECgYANY9hP1fkaWKs3/7FkJpf2kETGJVwXni9o/QHn
    JEnXc47IrI0P2c1i5sLjQEOuUd7r2Sml7yTTIfe26PZKLJZubci5ZfdQoyu1VGVy
    X/odMLU7p6hPbLt34nHxkU1OsNo76tLnEr9F8pttNsgLNBh5B9J7kIrj0RaQ+xrF
    ULPaKQKBgQCqMAQbx0GdaXVUyyfYW5/i4MA6XWWk96r5hoCbsQpCA5wpXhxLjaJN
    RF8dIWxoUugOYtUcTJEbERTyPCxx2YJryu0yvltfMstGcQcgweJ0IUJY9s8Gh9Z8
    HDd3+3JaeO4RZeMBaoQxMg6HTZ4AlGe66qi4srFKBsV725wnxle3KQ==
    -----END RSA PRIVATE KEY-----...
  • Profile Image
    Nik_C
    Answered on July 10, 2019 at 03:47 PM

    I'm sorry, but apparently, we received an encrypted response from you.

    Please let us know if you have any additional questions.

    Thank you!

  • Profile Image
    FCIM
    Answered on July 10, 2019 at 04:43 PM
    Hi Niki, what does that mean? I’m sorry to be so dense about this, but this is a new world to me. Does that mean I need to create a new account? Un-encrypt and re-encrypt my data? I’d appreciate some guidance. Thanks.
    Megan Weigel, DNP, ARNP-c
    Advanced Practice Holistic Nurse, Board Certified
    Multiple Sclerosis Certified Nurse
    Ph (904) 543-3510
    Fax (904) 990-1331
    www.firstcoastintegrativemedicine.com
    “Your New Health Story Starts Here”
    This communication (including all attachments) is intended solely for the use of the person(s) to whom it is addressed and should be treated as a confidential communication from First Coast Integrative Medicine. If you are not the intended recipient, any use, distribution, printing, or copying of this email is strictly prohibited. If you received this email in error, please immediately delete it from your system and notify the originator.
    ...
  • Profile Image
    EltonCris
    Answered on July 10, 2019 at 06:39 PM

    No, you don't need to create a new account.

    I think what you've sent earlier is the content of your jotform.key file. I tried uploading that in your form's inbox and the page becomes unresponsive. It's stuck on loading and I think this is what you're referring when you said "beachball" which is a loading icon in Safari on Mac. On Windows, it's stuck on the inbox icon and I get a warning message.

    I have now escalated this to our developers. Please do not make any changes on your form yet so our team could further investigate this.

    Thank you!

  • Profile Image
    FCIM
    Answered on July 10, 2019 at 09:43 PM
    Thanks for looking into this further for me.
    Megan Weigel, DNP, ARNP-c
    Advanced Practice Holistic Nurse, Board Certified
    Multiple Sclerosis Certified Nurse
    Ph (904) 543-3510
    Fax (904) 990-1331
    www.firstcoastintegrativemedicine.com
    “Your New Health Story Starts Here”
    This communication (including all attachments) is intended solely for the use of the person(s) to whom it is addressed and should be treated as a confidential communication from First Coast Integrative Medicine. If you are not the intended recipient, any use, distribution, printing, or copying of this email is strictly prohibited. If you received this email in error, please immediately delete it from your system and notify the originator.
    ...
  • Profile Image
    FCIM
    Answered on July 16, 2019 at 02:43 PM
    Good afternoon,
    I wanted to check on this because it has been about a week. I feel a bit paralyzed in my practice without access to these forms, and I have new patients on the schedule that need to complete these. Thanks so much.
    Megan Weigel, DNP, ARNP-c
    Advanced Practice Holistic Nurse, Board Certified
    Multiple Sclerosis Certified Nurse
    Ph (904) 543-3510
    Fax (904) 990-1331
    www.firstcoastintegrativemedicine.com
    “Your New Health Story Starts Here”
    This communication (including all attachments) is intended solely for the use of the person(s) to whom it is addressed and should be treated as a confidential communication from First Coast Integrative Medicine. If you are not the intended recipient, any use, distribution, printing, or copying of this email is strictly prohibited. If you received this email in error, please immediately delete it from your system and notify the originator.
    ...
  • Profile Image
    Nik_C
    Answered on July 16, 2019 at 03:57 PM

    I'm sorry, but I'm afraid we don't have any updates at this time, the issue is still being worked on.

    We'll inform you as soon as the issue is resolved.

    Thank you for your patience!

  • Profile Image
    FCIM
    Answered on July 16, 2019 at 06:43 PM
    Ok, thanks! At least I know you are working on it. Thanks!
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