Issue with inbox loading in encrypted mode

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    anne.leatherland
    Asked on June 16, 2021 at 05:52 AM

    I have been exploring form encryption. Unfortunately, when I opt for encryption I can no longer see the inbox for the form. The page hangs/fails to load. Any ideas?
    I am using the latest Mac OS and Chrome browser.

    Many thanks

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    anne.leatherland
    Answered on June 16, 2021 at 05:54 AM


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    Patrick_R
    Answered on June 16, 2021 at 10:38 AM

    Hi Anne! You'll need to upload your encryption key to view your form data. Without it you can't view the encrypted data.

    Reference: encrypted-forms-and-how-to-use-them

    Let us know if you have any questions.

    Thank you!

  • Profile Image
    anne.leatherland
    Answered on June 16, 2021 at 12:35 PM

    Hi Patrick,

    Thanks for getting back to me.

    I realise that I have to enter the encryption key to view individual submissions that are emailed to me. My issue is that when I go to my form on Jotforms I cannot get the "inbox" page to load for an encrypted form.

    Please let me know where to put in the encryption key for this if necessary so I can see my whole list. At the moment the page just fails to load.

    This is very inconvenient - I need to be able to see the whole list, not just one encrypted emailed response at a time.


    Many thanks,

    Anne

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    Mike_G
    Answered on June 16, 2021 at 08:12 PM

    We would like to apologize for any inconvenience. To my understanding, you are not being asked to upload the encryption key to decrypt the data on the Inbox page of your form, is that correct?

    May I just ask if you have tried loading the Inbox page of your form on another browser? If you were asked to upload an encryption key when you do that, I would suggest that you try clearing the browser cache/data of the original browser you were using to view submissions on your Inbox page.

    Feel free to let us know if you need any further assistance.

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    anne.leatherland
    Answered on June 21, 2021 at 06:24 AM

    Hi, Thank you for the suggestion above. I cleared the cache and all is now well.

    Please can I check something - once I have signed in with my key does that then stay active or am I supposed to enter it each time I get a submission?


    Many thanks,

    Anne

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    Patrick_R
    Answered on June 21, 2021 at 08:09 AM

    Hello Anne! The key gets saved in your browser. As long as you're using the same browser, you won't need to upload the key again.

    Thank you!