Unable to decrypt the Form Inbox

  • Profile Image
    IntegritySurety
    Asked on December 08, 2020 at 12:22 PM

    Good morning. For some reason, even when freshly re-uploaded to my browser, my encryption key does not decrypt my submissions Inbox... But it does decrypt the submission when clicked through the link in the notification email, which opens on the same browser. How can I get the Inbox to recognize my key?

    Screenshot
  • Profile Image
    Gaetan_B
    Answered on December 08, 2020 at 02:32 PM

    Hello,

    Thank you for reaching out.


    I haven't been able to reproduce the issue on my test account.

    In order to investigate further why it is not working on your end, please do the following:

    1) Access the Inbox.

    2) Then, open the browsers console report: https://www.jotform.com/help/453-How-to-get-a-console-report-from-most-common-browsers

    3) Take a screenshot of it.

    4) Share it on this forum: https://www.jotform.com/help/438-How-to-Post-Screenshots-to-Our-Support-Forum


    Gaetan

  • Profile Image
    IntegritySurety
    Answered on December 09, 2020 at 10:54 AM

    Here it is in the Firefox browser:

    1607529159_5fd0f2c7d400f_firefox console


    and here it is in Chrome:

    1607529257_5fd0f329a5913_Chrome Console.

  • Profile Image
    roneet
    Answered on December 09, 2020 at 01:00 PM

    Could you please try these steps:

    1. Clear your browser cache.

    https://www.refreshyourcache.com/en/home/

    2. Re-open the browser.

    3. Try to login again.

    4. Also, try in an incognito window of the browser

    https://support.google.com/chrome/answer/95464?co=GENIE.Platform%3DAndroid&hl=en

    Let us know how it goes.

    Thanks.

  • Profile Image
    IntegritySurety
    Answered on December 09, 2020 at 06:11 PM

    Incognito window prompted login and Key upload, good... but the Inbox did not decrypt.

    Cleared cache, logged in, go to inbox which prompted Key upload, good... but the Inbox still did not decrypt.

    Still, clicking the link in the notification email and linking into Jotform, decrypts just fine.

    Cleared cache again, clicked the link, prompted login. Go to Inbox, does not decrypt. Re-clicked the link again, prompts Key upload. Upload the key, the submission decrypts. Go to Inbox, does not decrypt.

    How can the key decrypt the Submission just fine, but not the Inbox full of submissions?

  • Profile Image
    roneet
    Answered on December 09, 2020 at 08:13 PM

    Have you tried in any other browser or completely a different system? May we know if you are experiencing the issue in the Google Chrome?

    I was just testing out one of my form in google Chrome but could not replicate any issue with it:

    1607562655_5fd1759fec2e3_888888888.gif

    Looking forward to your response.

    Thanks.