Jotform Key no opening Encrypted Submissions.

I am trying to open submissions and when the upload key window pops up and I select the key it will refresh the page to the upload again. Not sure if it is not accepting the current key or there is an issue with the system. Please advise.

Hello aridenhour,

Because you do not currently have any encrypted forms, can you please provide a link to the form you are using? Also, could you have possibly remedied your issue by now?

1. Go to your My Forms page.
2. Find the form you would like to edit and choose Publish.
3. Click the Copy URL button and paste that URL here in the Support form.

Please let us know if you have any questions.

I had to remove all of the encryptions on the forms because we can't get to them. I uploaded a new key and it still did not work on a new submission today. I cannot lose anymore submissions so I removed encryption.

Hello Deisy Perez,

Thank you for reaching out to Jotform support!

I had to remove all of the encryptions on the forms because we can't get to them. I uploaded a new key and it still did not work on a new submission today. I cannot lose anymore submissions so I removed encryption.

Removing encryption and re adding can cause some confusion. You will want to carefully track your encrypted forms and the keys you create, as they are tied to the submissions.

I recommend testing each form you create prior to going live. This will help to eliminate any potential data transmission issues.

Testing your form, before going live, steps:

1. Create the form.
2. Visit your form using the URL where you intend users to access it.
3. Test your form by sending a test submission. You can delete the test submissions once you are satisfied with your forms performance.

Please let us know if you have any questions.

I don't think you understand. The key we had since 2018 stopped working, your system was not uploading/accepting it.

Ok, so what do I do if I have a submission?

I tried creating a new one so we can continue encryption on our forms. It did NOT work, again on a new one.

So now we are off so we do not lose any more information.

I am NOT creating keys just to do it, I did it so I can try to fix this issue.

WHAT SHOULD I DO IF THE KEYS AREN'T WORKING?

Hi,

You need to use the correct key to decrypt the encrypted data. Do you still have the key when you start using the encryption feature?

For example:

January 01, 2020 - I enable the encryption feature and created a Jotform key. All submissions starting January 01, 2020, will be encrypted and only the key that I created from January 01, 2020, can decrypt it.

Creating a new key today won't decrypt the old submissions. It will only decrypt the new submissions after enabling it again.

I hope this information helps.

Yes. I still have the original key. It does NOT work.

Thank you for letting us know.

Could you please try opening a new internet browser (Chrome, Mozzila, or Edge) and try uploading the key again? If the issue still persists, please provide the form link so we can check it.

We've been using the same key for years and all of a sudden it stopped working. Did they ever resolve the issue for you?

No. My old key still doesn't work and new ones don't either.

We would need to escalate this to our backend team for further investigation.

Please let us know the form/s you're having this issue with and highlight the encrypted submissions that supposed to be decrypted when you upload the key.

This is also happening to me. I can't view encrypted answers in the inbox view. In the submission table it does work with the same key file. I also need this working really soon.

Hi,

We apologize for the inconvenience this caused you.

May we have the form/s you're having issues with so we can further check?

Hope to hear from you soon. Thank you.

Hello @lcuwebmaster,

To avoid confusion, we will assist you with a separate ticket. Kindly refer to the following ticket: 3688960