Cannot decrypt 2 submissions

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    Anh Tran
    Asked on June 11, 2020 at 09:52 AM

    Hi there, 

    I got the following response from your support team in my email box but I don't know how to find this message in jotform.  Where do I find the message in my jotform account so that I could respond to Basil_A directly?

    Answered by Basil_A


    Are you unable to see the submissions or is the encryption key not working at all? Is it possible that you have generated multiple keys and are selecting the wrong one?

    Do note that we cannot recover or decrypt submission data at our end as the private key is unique. 

    Thank you!

    1. I am a family doctor and this form is for my online booking.  I am not able to read 2 submissions from my patients.  This is urgent as it affects my patient care.  I am not sure what is happening to the encryption.

    2. The encryption key works for most submissions, but it is strange that after I edited the form 2 nights ago (June 9th) that yesterday (june 10th) I couldn't decrypt 2 submissions.  When I edited my form on June 9th, I didn't make any changes to my encryptions. So yesterday, I had to go back into the settings of my form and click on use the same key again.  Then it works for rest of yesterday.  However, this morning, I received 2 submissions, one could be decrypted, another is not (this one is the same patient from yesterday whose form I couldn't decrypt).

    3. I only generated 1 key and saved it on my desktop.  How do I check if I accidentally created multiple keys?

    4. One of my patients only submitted 1 submission on June 3rd and she didn't submitted another one.  However, I received 4 copies of the same submissions over 3 days.



  • Profile Image
    Answered on June 11, 2020 at 10:40 AM

    You can find the ticket below. So, you can reply to Basil_A directly from there:

    Let us know if you need any further assistance.