- SuffolkFamilyCarersAsked on May 24, 2016 at 04:29 AM
I have a number of forms on my website that are set to send to different people via email when they are submitted. The process is all working ok and i have sent the private key that the form generated to those who need it and provided them with instructions to save the key and enter it when prompted to access their form responses. This, however, is not working. The key still works for me but not for anyone else. I have tried clearing their browser and cache on the browser and also tried re generating a new private key but this doesnt work either. They dont get an error message upon private key entry but when they refresh the page, the box to enter the private key just re-pops up.
Please can you help as we need to be able to access the data on the forms.
- JotForm SupportliyamAnswered on May 24, 2016 at 06:45 AM
Thank you for your question.
You will need to have the JotForm key to be used by the other computer in order for the said machine to be able to view the JotForm responses.
To why it's not working on another machine, can you check if the browsers on these are accepting cookies?
- SuffolkFamilyCarersAnswered on May 25, 2016 at 07:44 AMHi,
I have sent the private key to all those who need to access the encrypted responses on another machine and it is not working. I have also checked that cookies are enabled and they all are.
Please can you get back to me and let me know why this is not working?
- JotForm SupportNik_CAnswered on May 25, 2016 at 10:09 AM
We're checking what could cause this, in the meantime can you tell us what they are experiencing? Do they see the pop-up for Encryption key or not?
- SuffolkFamilyCarersAnswered on May 25, 2016 at 10:44 AMHi,
Yes they do. They put the private key in too and then refresh the page but the pop up just comes back up but doesn't say it is wrong or show any kind of error message when it comes back up.
- JotForm SupportdavidAnswered on May 25, 2016 at 11:57 AM
Is everyone accessing the form from the same account? Let us know what you can regarding how the form is being accessed and we will see if we can reproduce it on our end. The key should work across multiple machines.
- SuffolkFamilyCarersAnswered on May 26, 2016 at 05:44 AMHi,
So I set up the encrypted form on an account and then sent the private key that it jot form generated to all those in my organisation who will need this to de-encrypt the info when they receive a new form response.
They are all using the same jot form account and the same private key. When they get an email to say they have received a new encrypted response, they click the link and the encrypted version comes up and the pop up appears asking for the private key. They then put this in and refresh the page and then the pop up just comes back up. No error message occurs but they can't get past this page. And it doesn't de-encrypt the information. So it is useless to us at the moment. I have gone and checked a couple of the computers and even when logged in to jot form and going on inbox to view the responses through the account they will not de-encrypt so they still can't see the information.
I really need this resolved as soon as possible.
- JotForm SupportKiranAnswered on May 26, 2016 at 09:02 AM
I have tried creating a new encrypted form in my account and set the notification to receive by different email addresses. I have tried checking the form response on different machines and browsers by uploading the private key created. I'm able to view the decrypted response after uploading the key without any issue.
It might happen when the earlier key is already stored in the browser storage. Could you ask the other user to log out from the JotForm account and close all the instances of the browser to do a fresh JotForm login in a new window? Also, please make sure that the correct key is being used to view the encrypted responses. You may also try using a private/incognito window to replicate the issue at your end.
Please get back to us with the results so that we will further investigate the issue. Thank you!
- SuffolkFamilyCarersAnswered on June 01, 2016 at 08:45 AMHi,
This issue still hasn't been resolved. I have asked the other users to do all that you have requested to see if they can de-encrypt the responses but it is still not working. Do you think I would be best to create a whole new form and generate a new private key and delete all older instances of the form?
If you could let me know that would be great.
- JotForm SupportMikeAnswered on June 01, 2016 at 10:22 AM
We would like to suggest cloning the form and redoing the encryption on it to get the new keys.
You can leave the old form, it should not affect your new form.
Please give it a try and let us know if you need any further assistance.
- SuffolkFamilyCarersAnswered on July 06, 2016 at 08:30 AM
this doesn't resolve the issue either; there are MULTIPLE questions over IE11 dating back months. Yet no response other than: use another browser. This is obviously out of the question for organisations that have IE set as default.
Is there another solution to this? or is it just a blanket no?
- JotForm SupportjonathanAnswered on July 06, 2016 at 09:43 AM
Can you please clarify if your latest response was about the original issue being discussed on this thread?
I think its a different one and had to do with IE11 browser instead of the encryption inquiry.
We will wait for your clarification.