Form Encryption: Sheets page is not loading the submissions after uploaded the key

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    Asked on March 24, 2020 at 07:23 PM

    I'm trying to view my encrypted form within JotForms. I've uploaded my key but it still won't let me see submitted forms. Help?

    The only way I'm able to see this is from the email, but I need to be able to download PDF from within JotForms

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    Answered on March 24, 2020 at 07:30 PM

    Hi there, @elevationcapitalstrategies00!

    Thanks for reaching out to us!

    We sincerely apologize for any inconvenience you may have encountered.

    Upon checking, I've found that you have two forms associated to your account, could you please provide us with the URL of the form with which you're experiencing the issue so we can further assist you?

    We're patiently waiting for your response.

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    Answered on March 24, 2020 at 07:46 PM

    Besides my colleague response, please kindly try clearing your browser cache and try to access the data again, if the problem persists, let us know. 

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    Answered on March 25, 2020 at 10:59 AM

    It's the encrypted form titled "New Client Information". I cleared my cache and data within Chrome, and in an incognito window logged in, uploaded my key, and it still displays with grey lines going across the data fields (as shown in original uploaded image). 

    Please advise?

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    Answered on March 25, 2020 at 11:55 AM

    We apologize for the inconvenience this problem has caused to your end.

    I can replicate this with the encryption feature. It is not loading the submissions on the Sheets page despite having the key.

    I have forwarded this thread to our developers for review. Once we have an update, you will be notified here.

    Can you look through the Inbox page?

    My form submissions are displayed there so it is likely the same to your end. However, I'd like to let you know that PDFs aren't available when Encryption is enabled. Encryption means that you can only access submissions on our website - reports are disabled.

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    Answered on June 04, 2020 at 02:23 PM

    Hello elevationcapitalstrategies00,

    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.