Encrypted form - Submissions are shown as blank in Jotform Sheets though Private Key has been uploaded

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    AndyRoddickFoundation
    Asked on March 03, 2020 at 04:33 PM

    We are using an encrypted form and are having trouble getting the data to display in JotForm. We've entered the private key when prompted but nothing is displaying. Is there anything else we need to do to get the data to display?

    Screenshot
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    jherwin
    Answered on March 03, 2020 at 10:09 PM

    Can you please try with another browser as well? that may work. Or, try clearing your browser cache and cookies for Jotform first and see if that will fix the issue.

    If the issue persists, kindly access the submission page using the old link: https://www.jotform.com/submissions/200144660893151

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

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    AndyRoddickFoundation
    Answered on March 04, 2020 at 09:23 AM

    Thank you. We've tried it on two browsers and cleared the browser cache and cookies as well. Clearing it allowed us to enter the key but both browsers are not displaying any data. We tried to link you provided and it displayed data briefly (but it just a random assortment of letters) and then went blank again.

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    Kiran
    Answered on March 04, 2020 at 12:44 PM

    The form submissions page is displaying the private key upload prompt normally. If the submissions are not being displaying correctly, there might be an issue with the private key. Please make sure that you are uploading correct private key to decrypt the submissions.

    Please see the guide below that can help you with more information on encrypted forms.

    https://www.jotform.com/help/344-Encrypted-Forms-and-How-to-Use-Them

    Thanks!

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    AndyRoddickFoundation
    Answered on March 04, 2020 at 03:24 PM

    Thanks. We only have one private key from JotForms and it is the one we are using. Are there any other suggestions on how we can fix this?

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    JohnRex
    Answered on March 04, 2020 at 08:24 PM

    I was able to replicate the issue on my test form. When I viewed the Submission Sheets, it is shown blank though I already uploaded the Private Key:

    15833709112191985.png

    Here's a test recording:

    1583371417encrypted.gif

    Let me endorse this to our backend team for further investigation. We'll let you know here as soon as it gets fixed or once an update is provided.

    Apologies for this inconvenience.


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    AndyRoddickFoundation
    Answered on March 09, 2020 at 10:57 AM

    Thank you so much for looking into this. Please let me know if you need any other information from us.

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    ceren
    Answered on June 04, 2020 at 02:24 PM

    Hello AndyRoddickFoundation,

    We're sorry for the inconvenience. The issue related to the encrypted forms is fixed, you can now view your submissions without any problems after uploading your private key on Jotform Sheets.

    Could you please check it on your end and let us know if the problem still persists?

    Thank you.

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    AndyRoddickFoundation
    Answered on June 04, 2020 at 06:55 PM

    Thank you so much! We are able to view the data in the browser now but it is not downloading correctly. However, we will try it again and will reach back out if the issue isn't corrected. Thank you again.

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    jherwin
    Answered on June 04, 2020 at 09:46 PM

    Thanks for updating us!

    Just get back to us if you're still having issues downloading your submissions so we can check again.