HIPAA: I have problems logging in to my account.

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    productprod
    Asked on October 29, 2020 at 10:56 PM

    For the last two hours, I am having problems logging into my account (HIPAA). First it would log me in and show me a blank screen, then after few tries it said my account was locked, then it would not let me reset my password and now I was able to reset but I am not able to see any form. Please help me. I have raised multiple tickets and have not received any response. This is a production system for us, and we are on your highest level plan.

    BTW, I am able to login and post this support ticket now. But I cannot see any of my forms. When I click on MyForms it just shows me a blank screen.

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    ashwin_d
    Answered on October 30, 2020 at 02:47 AM

    I am sorry for the trouble caused to you. I did try to log in to one of our HIPAA account and I see the issue. There seems to be some technical glitch with HIPAA account. Our developers are aware of this issue, and they are working on this.

    We will get back to you as soon as this issue is resolved.

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    ashwin_d
    Answered on October 30, 2020 at 04:46 AM

    We have received confirmation from our backend team that the issue related to HIPAA compliance is resolved. I would suggest you to please try to sign in to your JotForm account again and get back to us if the issue persists.

    We will wait for your response.

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    prodproduct 
    Answered on October 30, 2020 at 11:39 AM

    I am very relieved that the problem was resolved, we had some critical changes to make and we were totally blocked. Can you please let us know what happened, and if this was limited to HIPAA accounts only? Can you also give us some assurance that this will not happen again?

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    JohnRex
    Answered on October 30, 2020 at 02:21 PM

    Based on the advisory provided by our developers, one of our databases encountered a problem that results in it being in recovery mode. While the database is in the said state, it caused some of the HIPAA users to not able to view their forms. But as soon as the recovery mode process was done, it is already in a stable state now. Several precautions have been made as well to prevent the same from happening again in the future.