Unable to browse for a Jotform.key file

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    sheenadba
    Asked on December 19, 2020 at 08:12 PM

    I am being prompted to enter my encryption key for a form. I have the Jotform.key file but in the website when I click the "browse" button nothing happens and thee page freezes.

    When I try a private browsing tab, the same thing happens, so it is not a cache data issue.

    This is on Safari.

    When I try Chrome, I get to browse for the file, but then after selecting the file I click Done and nothing happens. The page becomes unresponsive.

    Is this a known issue?

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    Gustavo_H
    Answered on December 19, 2020 at 08:48 PM

    Hi, sheenadba. I am glad to help you today.


    Can you please confirm that you are trying to see submission data on Jotform Tables? Or are you trying something else? Please, elaborate on the steps you are taking to see if we can replicate the issue here. 

    I have tried to see submission data from an encrypted form in Chrome, but I could not reproduce the error. 

    1608428786_5fdeacf24afbd_


    Kindly note that the decryption can take a while to finish; the more extensive the submissions list is, the larger the decryption process will take. Maybe the best recommendation is to not remove the private key.

    I have made some adjustments here. After trying again in Chrome, can you please try on Safari? If the issue persists, share the information about the device you are using to try using the same here.


    We will wait for your reply.

     

    Best regards, 😀✨

  • Profile Image
    sheenadba
    Answered on December 19, 2020 at 08:58 PM

    I am trying to see the submissions.

    I first click the "submissions" icon

    1608429295_5fdeaeef7de3e_Screen Shot 202

    Then this loading screen shows briefly

    1608429367_5fdeaf37bb503_Screen Shot 202


    And then this:

    1608429411_5fdeaf6352411_Screen Shot 202


    However I am not able to click on the Browse Files button. It is unresponsive. This is in Safari. If I instead use Chrome, I get to the browse for the file, but upon selecting the file, the Done button on this same screen is unresponsive.

  • Profile Image
    Jimmy_D
    Answered on December 19, 2020 at 10:31 PM

    Our apologies for the inconvenience caused.

    Do you have a different device from which you can try accessing the data? You can simply copy the Jotform key there. This will help us determine whether it's something related to your account or the device you are trying to access the data from.

    We will await for your reply.