Encrypted Submissions not accessible

One of our forms on our cfirstguam login was previously encrypted with a JotForm key, but I removed the encryption option in anticipation of the migration to the enterprise platform. When this happened, all the information from previous form submissions stayed encrypted with no option to enter the key to retrieve the information. Could you advise on how we can retrieve these submissions?

Hi Derek,

Thanks for reaching out to Jotform Support. Regarding your issue with encrypted submissions, when a form was previously encrypted with a Jotform key and the encryption option is later removed, the previous submissions remain encrypted.

To retrieve these encrypted submissions, you need to decrypt them using your private key. Here’s how to do it:

1. Go to Jotform Tables or Jotform Inbox.
2. Locate the encrypted submission you want to decrypt.
3. Click on the Decrypt button.
4. Enter your private key when prompted.

Please make sure you have your private key available because without it, the encrypted data cannot be accessed.

Let me know if you need any further assistance with this process.

It is not prompting me to enter a private key anywhere.

Hi Derek,

If you are not being prompted to enter a private key, it may be because the encryption was removed from the form settings, but the existing encrypted submissions still require the original private key to be decrypted manually.

Here’s what you can do:

1. Go to your Jotform account and open Jotform Tables or Inbox for the form.
2. Find the encrypted submissions you want to access.
3. Look for an option or icon labeled "Decrypt" or similar near the submission details.
4. If no prompt appears, try re-enabling encryption temporarily with the original private key to access the submissions.

If you no longer have the original private key or cannot re-enable encryption, the encrypted data cannot be decrypted or accessed due to security reasons.

Please check if you have a backup of the private key or consider contacting the team managing your enterprise migration for further assistance.

When I try re-enabling encryption, nothing pops up to give an option of entering a key or password. A "Close-X" button appears on the top right of the screen with nothing in the body.

Hi Derek,

The issue you're describing with the blank popup and no option to enter the private key when re-enabling encryption is unusual. This could be a technical glitch or a browser-related issue.

Here are some steps to try to resolve this:

1. Clear your browser cache and cookies, then try re-enabling encryption again.
2. Try using a different browser or an incognito/private browsing window to see if the issue persists.
3. Disable any browser extensions that might interfere with popups or scripts.
4. Ensure your browser is up to date.

If the problem continues after these steps, please provide the form ID and any screenshots of the issue so we can investigate further.

I cleared the cache and cookies and tried again with the same results. See below:

https://www.jotform.com/build/231967380316056/settings

Hi Derek,

Thank you for providing the form link and trying the troubleshooting steps. Since the issue persists even after clearing cache and cookies, it appears to be a more specific problem with the form settings or the platform.

To assist you further, I recommend checking the following:

1. Verify that you are logged into the correct Jotform account that owns the form.
2. Ensure that the form is not currently connected to any other encryption keys or third-party integrations that might affect encryption settings.
3. Try accessing the form settings from a different device or network to rule out local environment issues.

If none of these steps resolve the issue, please provide any additional screenshots of the blank popup or error messages you encounter. This will help us investigate the problem more thoroughly.

I tried on a different browser with the same results.

Hi Derek,

Since the issue persists across different browsers and after clearing cache, it appears to be a technical issue on the platform side. At this point, the best course of action is for our technical team to investigate this behavior further.

Please provide any additional screenshots or details you can share about the blank popup or any error messages you see. This information will help us escalate the issue appropriately for a deeper investigation.

I have no additional screenshots.

Hi Derek,

Thank you for the update. Since there are no additional screenshots available, we will proceed with the information provided to escalate this issue to our technical team for further investigation.

We appreciate your patience while the team looks into this, and we will keep you informed of any progress or solutions as soon as possible.

Hi Derek,

To help replicate the issue further, could you try re-enabling the form encryption again? Also, can you allow us to access your Jotform account so we can check directly if we can replicate the issue where the option to enter the access code and decrypt submissions is not appearing? Don’t worry, you can turn it off again once we’re done. Let me show you how to do it:

1. In the top-right corner of your My Workspace page, click on your Avatar/Profile Image icon.

2. In the Dropdown menu that opens, click on Settings.

3. Next, in the panel on the left, click on the Security tab.

4. If you haven’t opened your Security page in a while, it’ll ask you to verify. To do that, click on Send Verification Code.

5. Then, enter the Verification Code you receive in your email.

6. Finally, at the bottom of the page, toggle the Jotform Support Access to the On position.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Hi, I've enabled JotForm support access.

Hi Derek,

I noticed the encrypted submissions on the said form's Table. This has been escalated to our Developers to take a closer look and create a remedy for this. We'll share an update as soon as we receive any from the team.

Thank you for your patience and understanding, we appreciate it.