HIPAA: Not able to view submission data. It just shows message "Encrypted entries are securely decrypting."

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    Jodie Thompson 
    Asked on February 02, 2021 at 08:21 AM

    This is now my 3rd ticket to you all. We haven't had access since 3:00pm yesterday. I got a response last night at 11:16pm. I can't access that ticket for some reason.

    I cleared the form cache. I cleared my computer cache and I cleared my computer history. I use safari on a mac. We have 15 people in our company and non of us have access.

    I was told from the email response that there was a problem with the HiPAA server. I still can not see my data.

    I need someone to help me, please.


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    Jodie Thompson 
    Answered on February 02, 2021 at 09:42 AM

    I see no answer. Yes, I have many threads with the same questions since your system wouldn't let me respond to the threads.

    I need access to our data. I am in the table , which has 4 tabs. I can see the data in the sign up 2020 and therapist, but I can NOT see the data in the Baby Begin Sign Up Form 2021 or the card view.

    As I explained in one of my threads, I cleared my cache as asked and it didn't work. I cleared the form cache and that didn't work. I cleared my browser history and that didn't work. I logged into joform from 3 different browsers (safarai - which I use daily, chrome and firefox) all gave me the same screen. There are 15 people in our company, non of which can access the data. We are all at home using our own computers with different browsers. We are NOT on any type of company network.

    Our data has been unavailable to us since 3:00pm yesterday. I would love to be able to do my job today and that entails seeing the data. Some one asked to see the development screen - here you go....

    Please offer at least 3 options to try so we don't go another day without access to our data.


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    Answered on February 02, 2021 at 09:43 AM

    I am sorry for the trouble caused to you. Once your question related to not being able to access the threads, it seems you are not logged in to your Jotform account and that could be the reason why you are not able to access the thread.

    On your question of not being able to see the submission data in the table, I am escalating this issue to or backend team. We will get back to you as soon as we have any update from them.

    For now, I have gone ahead and cleared your form cache from here. Can you please try once again and see if you are able to view the submissions in this form or not?

    We will wait for your response.

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    Answered on February 02, 2021 at 12:01 PM

    We are sorry for the inconvenience this may have caused. I notice that the issue has already been forwarded to our backend team for further investigation. As soon as we have any news in this regard, we'll let you know here.

    We appreciate your patience and understanding.

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    Thompson Jodie 
    Answered on February 02, 2021 at 12:08 PM

    Please, I need to know if it actively being looked at by the back end team. Or give me some type of work around. Please. We need access to our data.

    the backend has been working on another problem for us for over a week with no update and no solution in sight

    we can NOT go a week without a resolution.
    what type of work around can you offer???

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    Jodie Thompson 
    Answered on February 02, 2021 at 12:26 PM

    Would our table magically work if we took it off the HIPAA server? Your server has gone down twice since we have upgraded. Every problem we have had is due to us being on the HIPAA server.

    What could go wrong if we switched back to a regular server? What would break? Would we see our data and be able to use our table?

    Again, we NEED access to our data and I need some type of work around. We can NOT go days or weeks without being able to use the table.

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    Jodie Thompson 
    Answered on February 02, 2021 at 12:52 PM

    To whomever just sent me this response, here is the question and here is my answer:


    I am able to view some data in the inbox. Anything that came in within the last 20 hours (since your server went down) is not showing in the inbox at all. Anything that was in there before your server went down is viewable, but of course, it doesn't display all of the table columns which we need.


    I do see the option to switch to old version when I am in the table view, but I want to know what the "old version" is before I do that. AGain, almost every time you guys tell me to do something - something else breaks. What is the old version and what are we trying to accomplish if I switch to it?

    Lastly, you can clearly see I am signed into my account. So when I open your email, tell it to view the thread in browser I get this error. I click on login and it just keeps bringing me to the same page. It seems the only way we can stay on the same thread is through this one email, right here.


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    Answered on February 02, 2021 at 01:12 PM


    We are sorry for the inconveniences. The issue should be fixed now. Could you please close and retry to access your submissions in Tables?

    By the HIPAA Compliance, your data is stored in an encrypted form in our databases and because of the encryption, we can not offer features like search, sort and filtering. To overcome this problem, Jotform Tables has a system that decrypts your data in secure and temporary servers. The issue was related to this system and it is fixed now.

    Please let us know if you see any problem.

    Thank you.

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    Jodie Thompson 
    Answered on February 02, 2021 at 01:17 PM

    YES!!!!!!!!!!! It is working. What can we do on our end if it happens again????

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    Answered on February 02, 2021 at 01:34 PM

    You can reply to this ticket if you encounter this issue again. Also, you might want to keep this ticket's link (https://www.jotform.com/answers/2867417) to reference it if you need to open a new ticket. This way, we can respond faster to you.

    Thank you.