Why is my form not readable? HELP!

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    ltalavera
    Asked on June 11, 2020 at 05:36 PM

    I have not used jotform for a while. I had to download a new encryption key today. I received 2 submissions back, neither of which I can read.  I am including a file of the screenshot.  

    Screenshot
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    Kevin_G
    Answered on June 11, 2020 at 08:29 PM

    When you view the submission this should ask for the decryption key, if that's not the case, it's most likely that the old key is still associated to your form through the browser cache. I would recommend you to access the submissions using incognito mode on your browser. 

    Additionally, you may turn off the encryption in case the key does not work, this will prevent new submissions to be encrypted, you may refer to this guide form more details about how encryption works: https://www.jotform.com/help/344-Encrypted-Forms-and-How-to-Use-Them 

    You will also find steps to turn off the encryption on that guide. 

    I hope this helps.