Encryption: it is not working and it is stuck at 0%

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    harristeeter
    Asked on October 23, 2020 at 12:15 PM

    We have run in to a problem with new submissions not being visible. An additional observation is that we have a HIPAA account, but when we refresh the submissions, no decryption message is showing. Any assistance with this would be very much appreciated.


    Thank you

  • Profile Image
    VincentJay
    Answered on October 23, 2020 at 04:26 PM

    Hi,

    We had an issue earlier about missing submissions but it was fixed immediately. Could you please check it again and let us know if the issue persists on your end?

    We'll wait for your reply. Thank you!

  • Profile Image
    harristeeter
    Answered on October 23, 2020 at 04:29 PM

    Thank you for the quick response. Yes, it looks like we are no longer seeing that issue in our submissions.

    Thanks!

  • Profile Image
    harristeeter
    Answered on October 27, 2020 at 05:11 PM

    I am experiencing this issue again. Any assistance would be greatly appreciated.

    Thank you,

  • Profile Image
    VincentJay
    Answered on October 27, 2020 at 06:27 PM

    Hi,

    Is this the error you're referring to?

    1603837478_5f989e2649b3d_v3t335.png

    We'll wait for your reply. Thank you!

  • Profile Image
    harristeeter
    Answered on October 28, 2020 at 05:49 PM

    No, that is not the error. When I attempt to view the submissions, I am told that 0% of my data has been decrypted, and I am never able to progress past 0%

    Thanks

  • Profile Image
    VincentJay
    Answered on October 28, 2020 at 07:09 PM

    Hi,

    Since your account is HIPAA compliant, I cannot test it further.

    For testing purposes only, could you please try using a different internet browser and see if the issue still persists?

    I also cleared your form cache on our server. We'll wait for your reply. Thank you!

  • Profile Image
    harristeeter
    Answered on October 29, 2020 at 10:20 AM

    I have attempted to view the submissions on Chrome, Internet Explorer and Microsoft edge and still am only seeing the message below

    1603981025_5f9acee1195ff_

    Are there any additional steps I can take on my end to attempt to resolve this issue?

    Thank you

  • Profile Image
    Gustavo_H
    Answered on October 29, 2020 at 11:30 AM

    Hi, @harristeeter.


    We had a problem with encrypted forms of the HIPAA accounts yesterday. The problem was solved by our developers early in the morning. Have you tried in the past few hours? If not, please try again. It should be fixed now.


    We will be waiting for your reply. Thank you for your patience.

  • Profile Image
    harristeeter
    Answered on October 29, 2020 at 11:41 AM

    Yes, I attempted to view the submissions at around 10am this morning with no luck. Also, I just cleared my cache and tried again and still see the same message from above.

    Thanks

  • Profile Image
    Gustavo_H
    Answered on October 29, 2020 at 01:03 PM

    Hi, @harristeeter.


    We apologize for you still having this issue. We have seen similar problems in other HIPAA accounts. Our team of developers is now working on it. We will get back as soon as we receive an update.


    Thank you for reporting it to us.

  • Profile Image
    Kiran
    Answered on October 29, 2020 at 02:17 PM

    @harristeeter,

    Apologies for the issue being caused. Our backend team has confirmed that the system is stable for the past one hour and should be working fine. We request you to check again and let us know if you notice any further issue. We will be happy to take a look again.

    Thank you!

  • Profile Image
    harristeeter
    Answered on October 29, 2020 at 02:26 PM

    I appreciate the quick responses today. I just cleared my cache and tried to view my submissions again, and am still seeing the same message as before (screenshot above).

    Thank you for your continued efforts to resolve this issue for us.

  • Profile Image
    VincentJay
    Answered on October 29, 2020 at 04:16 PM

    Thank you for checking and testing it again.

    Let me forward this issue to our developers so they can check this further.


  • Profile Image
    harristeeter
    Answered on October 30, 2020 at 12:29 PM

    I appreciate your assistance. While we are working this issue out, I was wondering if it would be possible to send a CSV file with all of our submissions to the email associated with this account, so that we can at least view the data in the mean time.

    Thank you again.

  • Profile Image
    Gustavo_H
    Answered on October 30, 2020 at 02:01 PM

    Hi, @harristeeter.


    Honestly, I don't know if this is possible for a HIPAA account. We are unable to login and see submissions data in HIPAA accounts. But, I will check this with our developers. 

    I kindly ask for your patience; I can see that solving the issue you are facing is in top priority to our developer's team. 


    Please let us know if you need anything else 😀✨