What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

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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    How can I re-upload a security key?

    Asked by brhodes2 on November 11, 2015 at 06:17 PM

    I uploaded the wrong file initially and have not been able to upload the correct one since.

    re-upload security key private key
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    JotForm Support

    Answered by Chriistian on November 11, 2015 at 08:04 PM

    Hi,

     

    Are you referring to the public key on Encrypted forms? If so, can you try to do the following steps to upload your public key?

    1. In Form Builder, Set your Preferences > Advance Settings >Encrypt Form Data to "No".

    2. Reset again your Preferences > Advance Settings > Encrypt Form Data to "Yes".

    3. The Create Encryption Private / Public Keys Wizard popup window will appear for you to be able to upload your public key again or download private key.

     

    Do let us know if you need further assistance.
    Regards.

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    Answered by brhodes2 on November 11, 2015 at 08:32 PM

    Hi, I think I have managed to partially figure it out. I am a sub user, my boss is the owner of these forms. We recently changed our forms to encrypted and a private key was required. When I first logged in, I was prompted to upload a key (as in the screenshot below) but uploaded the wrong file and as a result was not able to view any data.

    I couldn't find where to upload the correct key but managed to get JotForm to re-prompt me after clearing the Form Cache in Account > Settings > Form Cache. I uploaded the correct key then, but have not been able to do the same again since (e.g. if clear form cache again)

    I still cannot view the data unfortunately so I'm not sure what is causing that

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    JotForm Support

    Answered by Charlie on November 12, 2015 at 04:08 AM

    How you tried using a different browser? Please note that if you have set the "Encrypted Form" option to "No" then back to "Yes" and created a new key, then the old key won't work anymore. The keys are created per account and not per form. You can learn more about it in this guide: http://www.jotform.com/help/344-What-are-Encrypted-Forms-and-how-to-use-them-as-expert 

    In your case, if you have uploaded the incorrect key BUT did not create a new key, then you can try opening the browser in incognito mode. That should open a browser window that has a clear cache and no saved browser data, here's a link to learn more about it: https://support.google.com/chrome/answer/95464?hl=en 

    That will prompt the wizard to upload key to trigger. Let us know if that will work.

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    Answered by brhodes2 on November 12, 2015 at 04:58 PM

    Hi, just tried in incognito mode and had the same thing - key uploaded but no data being shown. I will try generating a new key today.

    Just quickly though, when I upload the key it says "Saved Successfully" but the only way to progress after that is to click on the "X" at the top right of the Private Key Wizard, is this correct/expected behaviour?

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    JotForm Support

    Answered by Mike on November 12, 2015 at 07:08 PM

    The issue with missing data is most likely related to the EU switch. I believe that our Backend Team will help us this. It has been escalated via the next thread:

    http://www.jotform.com/answers/703820

    Just quickly though, when I upload the key it says "Saved Successfully" but the only way to progress after that is to click on the "X" at the top right of the Private Key Wizard, is this correct/expected behaviour?

    This is a correct behaviour. Note that the private key is stored in a browser local storage (it is different from browser cache, but still can be cleared).

    Thank you.