I am logged in but can't view the submissions

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    FGStudio
    Asked on November 09, 2021 at 04:26 AM

    Hi there

    Our jot forms are all encrypted and we can't view the responses. I have the jot key in my computer and nothing has changed there. Is there a new way to view the forms with out them being encrypted?


    Thanks

    The Feel Good Studio

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    Yau_C
    Answered on November 09, 2021 at 06:17 AM

    Hi,

    We are having some issues with form decryption and they are still being investigated by our backend team:

    https://www.jotform.com/de/answers/2861262-some-of-the-form-fields-are-not-being-decrypted

    You may refer to this guide for detailed instructions on how to decrypt your submission data:

    https://www.jotform.com/help/344-encrypted-forms-and-how-to-use-them/

    Thank you

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    FGStudio
    Answered on November 11, 2021 at 12:56 AM

    Thank you, would you happen to know if this will take much longer as we need the information in the next 24 hours. Thanks so much.

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    Nik_M
    Answered on November 11, 2021 at 04:59 AM

    Encryption is working properly on my forms, so I'm not sure if you have the same issue as the user on the thread my colleague shared.

    Please remove the private key and upload it again to see if that will resolve the issue. You can also try to use a different browser. Also, please check if you have multiple keys.

    Related Guide: Where Can I Find the Private Key After Downloading It?

    Also, please check if you can decrypt submissions in Tables.

    If the issue persists, let us know and we will report it to our developers.

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    FGStudio
    Answered on November 11, 2021 at 05:47 PM

    Thank you, I have removed the private key and uploaded it again and still have the same issue of not being able to view the submissions. I am not sure how to decrypt submissions in tables.


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    parker
    Answered on November 11, 2021 at 07:05 PM

    Hello,

    When was the last time you were able to view these submissions with the key? Are you getting any console errors when viewing the page that might prevent the decryption? Did you also try a new browser preferably in incognito/private mode as well?

    https://www.jotform.com/help/453-how-to-get-a-console-report-from-most-common-browsers/

    As we don't have a key we are unable to view anything and will need as much information as possible to try to pass this information along to the developers.

  • Profile Image
    FGStudio
    Answered on November 11, 2021 at 07:39 PM

    Thank you for all your help. I tried all the methods suggested and realised there was another one and that worked.


    Thanks again, it is all working now.

    :)