Problem with Encryption key on office computer

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    Asked on November 18, 2021 at 07:32 PM

    Hi, We seem to be experiencing an issue with our encryption key on the office computer. It works on my laptop, chromebook and home computer. We have tried turning the encryption on and off to reset, and we cleared the cache and reloaded the key. The forms are decrypted from all our devices except the desktop computer at the office. It was working a few weeks ago and out of the blue it stopped decrypting. Any ideas as to what is happening?

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    Answered on November 18, 2021 at 10:48 PM

    Hi there - Apologies for the inconvenience.

    Are you referring to this form?

    When you turn the encryption on and off, did you generate a new key? If so, kindly be informed that it can only decrypt the submissions moving forward. You need the original key to decrypt your previous submissions.

    In case you can't find your original key, we recommend turning off the encryption so you can start receiving submissions normally again.

    Related Guide: Ecrypted-forms-and-how-to-use-them/#What-Will-Happen-If-I-Lose-the-Private-Key