Why we have issues in decrypting submissions?

Hey we have a client who can not decrypt a form submission.  The form is https://form.jotform.com/52044888523965  They've downloaded the encryption key but it's still displaying encrypted.  The os is windows7 running on latest version of chrome.  We attempted the process on ie but for some reason even after the browse button was directed to the .key path it wouldn't refresh.  Please help the client is very anxious to get this working.  Thank you.

You can try Clearing Browser's cache and see if that solves the problem. It is hard to replicate such issue on our end since it is encrypted form and we can not check the submissions

Please try clearing cookies in your browser and then adding the encryption key again.

Do get back to us if the issue persists.

Thank you!

Client has cleared their cache and still no decryption.  This is very frustrating.  I have another client with the same type of issue using a similar set up, windows 7 with chrome.  Please advise.

Hello drakeladue,

If the submissions are still being displayed as encrypted then most likely cause could be that the encryption key you are using is not correct. When you encrypt your form, the jotform.key file is downloaded and you need to use the same key to view the encrypted submissions. 

Since the key is created per account, are you able to use the key to view encrypted submissions of other form in your account?

We will wait for your response.

Thank you!