- thriveinAsked on October 03, 2016 at 01:15 PM
My jotform encryption key is not working. I've tried clearing my cache/ cookies and trying other browsers, but I am not prompted to retrieve my key again. I cannot read the data on my encrypted form submissions.
- thriveinAnswered on October 03, 2016 at 01:53 PM
Please advise. I even installed a new browser in hopes of activating the key again, but I was never prompted for it (and pop-ups were not blocked). Is there a problem on JotForm today? I need to retrieve my data asap. Thanks.
- JotForm SupportKevin_GAnswered on October 03, 2016 at 07:35 PM
I have checked on your form and I get the pop up to enter the de-crypt key, here is a screenshot about it:
Could you please try opening a new tab in incognito mode?
Here is a link that will help you to get incognito mode: https://www.grahamcluley.com/incognito-web-browser-means/
This should open a new clear session, without any saved cache also, if you are still not getting the pop up to enter the key, please share us a screenshot about it with the web console opened, these keyboard shortcuts will help you to get it:
Mac: Command + Option + J
Windows: Control + Shift + J
This guide will help to upload a screenshot with your next reply: How-to-add-screenshots-images-to-questions-in-support-forum
We'll wait for your response.