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    All form submissions are still encrypted after providing our private key to decrypt

    Asked by BradySolicitors on February 26, 2016 at 07:34 AM


    We still cannot access the submissions, the data was encrypted , and we have our encryption key, butwe cannot decrypt the data with our encryption key.

    Please can you have a look at this as we are concerned something may have happened to the data??

    This is an Urgent Issue!



    Brady Solicitors





    I think there are some misunderstandings here, please let me clarify with a better explanation of our problem.

    Our Marketing team released a nationwide survey which , shortly after it's release we encrypted with a key. We still have this key. The Jotform account was originally set up by Jessica who no longer works here.

    Until recently Jessica's successor Victoria , was able to view the encrypted submissions in her browser. She is no longer able to do this,  The submission appears as a garbled message which we are unable to decrypt.

    We are only able to view the submissions data by logging into Jessicas old email account and viewing it through that (this part of it actually works).

    using a new key is not going to work, and indeed it hasn't (Victoria followed your steps), because the data was encrypted against the original key. Victoria uploaded the new key and the submission data is still garbled with no further prompts to upload the key.

    We can see the data from Jessica's email using the original key, but we cannot view it in a browser, which we need to do.

    I have read scores of forum tickets on the subject of encryption and the suggested solution always seems to be a combination of the following:

    1) clear the cache

    2) try another browser

    3) try private /incognito mode

    4) get a new encryption key

    All of these have been tried multiple times, on multiple PC'S here with a key we know is the correct one, as well as a key we know won't work.

    Please can you have a look at this issue in a bit more depth


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    JotForm Support

    Answered by Welvin on February 26, 2016 at 08:15 AM

    Again, our apologies for this problem. I have now forwarded this thread to our developers. We'll look at this and let you know here for updates.

    For now, please try disabling the encryption from the Form Preferences then enable it after. The page should give you a new key. Try to use it to decrypt the submissions. Check if that works.

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    Answered by BradySolicitors on February 26, 2016 at 11:33 AM

    Your site will not allow me to post the full response in this form, see above the edited ticket which shows more info

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    JotForm Support

    Answered by BDAVID on February 26, 2016 at 12:43 PM

    If you have the original key, please use it, so the successor will be able to see the submissions.

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    Answered by BradySolicitors on February 29, 2016 at 04:05 AM


    We have been using the original key, it was Jotform Support that advised to get a new key. The Key (the original key) does not work when we use it in a browser, please read the previous Email. 

    We are investigating alternate providers, as it appears there is very little help available for our problem.