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    Encrypted form: screen freezes when trying to view submissions panel.

    Asked by robertv224 on February 05, 2016 at 08:38 AM

    Since yesterday I am unable to view the submissions that I have received in my email and the site also will not allow me to view submissions. Both the site and the email link do not load. I have tried three different web browsers. I use encrypted forms but I double checked to make sure the key was where it belonged so I am doubtful that's the issue. UPDATE: I can view the last two submissions but earlier ones still will not display.

    Submissions site checked encrypted form
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    Answered by Ben on February 05, 2016 at 10:13 AM

    I believe that this is happening on this form: http://www.jotform.co/form/51724047273857.

    Looking at the same, it seems to work properly for me.

    While I can not see the data as it is encrypted, I can still see that there are all entries shown:

    Can you tell us if you are experiencing the same or grab a screenshot of what you are shown instead?

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    Answered by robertv224 on February 05, 2016 at 10:20 AM

    This is a screenshot of the submission screen on Google Chrome. It will sit there and do nothing until the window pops up asking me if I want to 'kill' it for being unresponsive.

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    Answered by robertv224 on February 05, 2016 at 10:21 AM

    If I go to Inbox I can view the three latest submissions but not anything older than the third one.

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    JotForm Support

    Answered by Charlie on February 05, 2016 at 10:59 AM

    Could you please let us know if there is an instance where you have re-downloaded or recreated another encryption key for that form? Giving you at least two different keys, one is for the old submissions and the other is for the new submissions? Could you also please try clearing your browser's cache.

    I was able to replicate the problem, however, refreshing or reloading the page fixes it. I see that you are using an Avira antivirus in your Chrome browser, it might be blocking some scripts or resources in our websites, we received reports from a user a couple of days ago that the Avira is blocking our scripts (which is a false positive result). Could you please try disabling that plugin in your Chrome and see if the "unresponsive" message disappears.

    Another possible reason is the number of submissions that you have, there are 158 submissions that are encrypted, however, it is quite unlikely that this is the reason for it.

    Please do let us know if any of the above suggestions help gave you a better result.

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    Answered by robertv224 on February 05, 2016 at 11:02 AM

    I have not downloaded any new keys. I have tried clearing the cache as well. Refreshing doesn't seem to help. On other browsers the entire site locks up when I try to go to submissions. 

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    Answered by Ben on February 05, 2016 at 11:18 AM

    This happens because the code is detecting that encrypted data is being shown. As such it activates its system for decryption of the same and looks for your key.

    I did not have any issues of it on FireFox except it slowing down the browser for a bit until the same code got activated. I believe that if you leave the Avira disabled just when trying to access the forms and then leave it a bit to load up.

    Also, do try to access the same from some other PC, especially if there is no Avira installed on the same.

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    Answered by robertv224 on February 05, 2016 at 11:20 AM

    Our company is sponsoring a job fair this upcoming Monday so I desperately need this functioning before then. It seems that if I wait long enough of Chrome it will eventually show the submissions but it takes ten minutes. I've never had this issue before, just since yesterday. The key is in the same folder that it has always been in, that hasn't changed. I've tried it on different terminals as well.

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    Answered by robertv224 on February 05, 2016 at 11:26 AM

    This is what happens when I pull it up in Firefox.

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    JotForm Support

    Answered by BDAVID on February 05, 2016 at 12:21 PM

    I was searching about this problem, and probably the script needs extra time to complete. I would suggest you to let the script run longer, as explained on this post: https://support.mozilla.org/en-US/kb/warning-unresponsive-script

     

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    Answered by robertv224 on February 05, 2016 at 01:16 PM

    Firefox does load it, after about 15 minutes. I've adjusted the script run time. Why does it continue to not work in Chrome? This is a totally new issue. There is also still one submission that remains encrypted. Its very frustrating.

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    JotForm Support

    Answered by BDAVID on February 05, 2016 at 01:23 PM

    Have you tried removing any antivirus plugins that might be blocking the scripts? 

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    Answered by robertv224 on February 05, 2016 at 01:24 PM

    Yes, it has been removed.

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    JotForm Support

    Answered by BDAVID on February 05, 2016 at 01:30 PM

    I am escalating this to ours second level to get further help, you will be update via this tread.

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    JotForm Support

    Answered by alp_deniz on February 20, 2016 at 10:36 PM

    Hello,

    The form has many fields to decrypt in submissions page and this makes it quite slow, depending on the power of the viewing computer. 

    I have just applied some optimization to the decryption code. Could you please check if it loads now without a problem? According to my tests on my own pc, I would expect to wait for a minute for all 14 submissions to be decrypted.

    Please let us know the outcome.

    Kind regards