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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

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    Can't view submissions of an Encrypted Form with a Private Key over Internet Explorer

    Asked by absolutelyfish on October 22, 2015 at 05:22 PM

    I am able to open the encrypted key documents no problem but my client can not.  We did a screen share so I could see how he was doing it (correctly), I sent it below.  When he navigates the the key it just sits there in the graphic (with the lick and key in the attached screenshot)  where mine says "Successfully opened" or something like that and then it opens.  I have sent him the jotform key multiple times and it always works right away for me.  Any idea why it will not open for him?  Please help.  Thanks  -gene

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    Answered by absolutelyfish on October 22, 2015 at 05:27 PM

    HOLD ON!  We figured it out.  My client was using Internet Explorer! Used Firefox and everything is now OK.  -gene

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    Answered by Boris on October 22, 2015 at 09:23 PM

    Thank you for letting us know that you've managed to resolve the issue.

    As you have experienced first hand, it is best to use either Firefox or Chrome browsers for using our tools, as they are the most advanced and standards-compliant browsers. If you would like us to check further into the issue and possibly resolve the error on Internet Explorer as well, please let us know what version of Internet Explorer was this happening on.

    I would also like to point out that Microsoft is already planning on dropping all support for Internet Explorer versions 8, 9 and 10 in January 2016, which is just around the corner. Starting from IE 11, the standards-compliance is much better, so such issues should be less prominent even with IE in the future.

    I hope this helps.

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    Answered by hiltonelconquistador on February 04, 2016 at 01:37 PM

    Same issue here! Was not able to upload the encryption key using IE11. Switched to FireFox and everything worked BEAUTIFULLY!  Thank you everyone.

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    JotForm Support

    Answered by Kevin_G on February 04, 2016 at 03:19 PM


    Great to know that.

    If you need further assistance, do not hesitate to contact us, we will be glad to help you.

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    Answered by SMCYFS on May 13, 2016 at 04:23 PM

    Same issue here.

    I am not able to upload the encryption key using Internet Explorer 11 (Version:11.0.9600).

    I am not able to switch to other browsers due to some IT department requirements.

    Can you please look into this issue further... I experience the exact same issue as the original poster's client in different laptop units (even my own home machine using the same browser version as above.


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    Answered by Ben on May 13, 2016 at 04:58 PM

    I see that you have opened your own thread in regards to this - which is always the preferred way for us to assist you.

    As such we will reply back to you on your thread here: https://www.jotform.com/answers/838892