HIPAA: Unable to migrate to HIPAA server, received "Something went wrong" error

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    Miranda_Noll
    Asked on December 10, 2020 at 04:56 PM

    How long does the HIPAA compliance migration take?

    We received the BAA via email after we filled out the form and it said to close

    the window because it was migrating. It's been about 6 hours now and when I look at

    our account it shows no evidence that we started the HIPAA compliance process.

  • Profile Image
    BDAVID
    Answered on December 10, 2020 at 08:46 PM

    Good day, it should not take that long, please follow this guide again: https://www.jotform.com/help/500-how-to-upgrade-to-hipaa-compliance?

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    Miranda_Noll
    Answered on December 11, 2020 at 10:49 AM

    Hi,

    I have been sent this guide a few times. I have received the BAA 3 times. When it starts the form migration, red words flash once on the bottom saying something went wrong and then the form migration form stays open indefinitely. What are the next steps? We want to use this for COVID appt scheduling and this is our last time to go live.

    Thanks.

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    Richie_P
    Answered on December 11, 2020 at 12:39 PM

    Can you please share a screenshot of the error you receive while migrating your form to HIPAA?

    To post a screenshot, you can follow this guide: -How-to-add-screenshots-images-to-questions-to-the-support-forum

    Can you please try clearing your browser's cache and login back to your account to enable HIPAA?

    Let us know how it goes.

  • Profile Image
    Miranda  
    Answered on December 11, 2020 at 01:09 PM

    Hopefully this image comes through. I did clear the browser's cache. I tried again and got the same error. It disappears super quickly before I can click on it. 1607710131_5fd3b5b326779_20201211_120534

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    Jessica_H
    Answered on December 11, 2020 at 03:41 PM

    Hi Miranda, thank you for getting back to us and provide us screenshots.

    I have escalated this issue to our back-end team, as I see there are only 1 form and 7 submissions in your account. We will notify you through this ticket as soon as we have updates.

  • Profile Image
    Miranda_Noll
    Answered on December 14, 2020 at 06:33 PM
    Hello, I wanted to follow up to see if this issue has been resolved or what
    else we should be doing.
    Thanks,
    Miranda
    ...
  • Profile Image
    BDAVID
    Answered on December 14, 2020 at 09:47 PM

    Hi, we have not received any updates yet. I have sent a follow-up message to our back-end team. If there is any update, you will be notified here.

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    utku
    Answered on December 18, 2020 at 01:35 AM

    Hello @Miranda_Noll,

    You shouldn't be able to upgrade to HIPAA because the "Encryption" option has been enabled on your account. Normally, you should have been seen an error message about the encryption option before upgrading HIPAA but you couldn't see this message because of a problem on our side.

    I apologize for the inconvenience. You can start HIPAA migration after disabling this option from the account page. Please disable the "Encryption" option on the account page (https://www.jotform.com/myaccount). Check the following screenshot for finding this option.

    1608273227_5fdc4d4b90277_

    If you need further help, please let us know.

    Regards,
    Utku.