Form Encryption: Why the pop up to enter the key is not opening?

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    Asked 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.

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    Answered 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.

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    Answered 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: 

    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: 

    Google Chrome:

    Mac: Command + Option + J

    Windows: Control + Shift + J


    Windows: Ctrl+Shift+K

    Mac: Command+Option+K

    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.