Problems viewing encrypted form submission

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    Asked on August 09, 2019 at 12:43 PM

    Hello we are trying to view some encrypted forms on our account, but we aren't getting the window to upload our key... is there a link that we can go to that forces that window to open so we can load the key and see our submission data?  Also... can we only see the encrypted forms in the submissions panel and NOT the inbox?

    Thanks for your help!

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    Answered on August 09, 2019 at 01:22 PM

    It is possible there is a different key stored in the browser. 

    Can you please try clearing your browsers cache/cookies or browsing in private/incognito mode/?

    You may also view your encrypted submission in the new Inbox submission.

    Please give it a try and let us know how it goes.

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    Answered on August 09, 2019 at 02:27 PM

    Thanks for getting back with us.  The clearing the cache and incognito worked.  However... only halfway... we can view the submissions in the "submissions" tab but not INBOX (where we woudl prefer to view it).  Also, the forms are loading uncomfortably slow... is there some issues jotform is having today with servers?  Is there anyway we can fix this to be able to see our encrypted messages in inbox?