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    The "Submissions" page will not load when the form is encrypted. How can I fix this

    Asked by susantannermd on October 06, 2015 at 01:51 PM

    Whenever I try to view the submissions for my encrypted form, the "Submissions" page does not load.  I eventually get a notification from the browser saying the page is unresponsive.  This occurs before I am able to even attempt uploading the private key.  I have attempted to access the forms on multiple browsers and computers.  Occasionally it will load, but if I try to make any selections on the page the previous problem occurs.  It also doesn't seem to be asking for my private key for some reason.

     

    I tried decrypting the form, and the page then loaded as normal.  (The form was, of course, unreadable without the key.)  I am creating the form for a medical practice, so the submissions must be secure as they contain personal healthcare information.  Is this an internal error, or is there something I can fix to make it work?

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    JotForm Support

    Answered by david on October 06, 2015 at 03:26 PM

    Hi,
    I did see the error you were referring to:

    Clicking on "Wait" did allow for the pop-up to upload the encryption key to appear:

    The unresponsive script error only occurred once.  It may be due to the amount of data is loading with the encrypted submissions.  Try clicking on wait and waiting a bit longer to see if the pop-up finally comes up.  Once you have your key uploaded, this should no longer be an issue.