Trouble with encrypted form

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    Asked on May 09, 2016 at 10:23 AM


    I was able to view my form unencrypted last week. Then on Friday, I was trying to help another person at our business to access JotForms to view our submissions and the form became unable to view because it was then encrypted. 


    We have uploaded and downloaded the private and public keys several times with no luck. Please help , each day is getting closer and closer to our busy season and we need to be able to view our customer's form submissions in a timely manner.


    Thanks you,


    Also, I've read mostly all the help pages on Jotform with a similar problem and done all the suggestions several times. not working. 

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    Answered on May 09, 2016 at 12:42 PM

    May I know if you have already checked this guide: 

    Please note that it is not recommended to generate multiple keys in one form, it will cause problems.

    Also, the key should be able to decrypt the submission associated with it, but please do make sure that there's no existing key on the browser your using, it might be the reason why you are unable to view the submission properly.

    The encrypted feature was designed to make sure that the submissions are strictly secure to the point that it is most likely for viewing purposes. 

    Unfortunately, we are unable to test this and view what's wrong in your submissions because they are encrypted, only those with the correct key will be able to open it. Please do read the guide I shared above and follow the instructions when it comes to viewing the encrypted submissions. If you are still having problems, please do let us know.