Constant login prompts on HIPAA accounts

Hello, I'm trying to complete HIPAA-enabled forms for Norco who I work for. Every so often it typically prompts me to login again to ensure no unauthorized access to private medical documents, but recently it's been prompting me to login nearly every time I try to download a document to send it to the fulfilling branch. I used to be able to circumvent this issue by logging out of the entire site rather than simply the PDF downloader, but now even that does not work. When I went to download a document, which always opens in a new browser tab, I clicked on the automatic login prompt and got stuck in a loop of it saying I successfully logged in but still prompting me to entire my credentials again. I tried fulfilling the prompts to login and now my account is locked due to the number of logins. Mondays are busy due to what we receive over the weekend and I need my account unlocked. This is also the second time I've had this issue and have posted it using this website, the last one was about 2-3 weeks ago.

Apologies for the inconvenience caused.

Please note that when you are trying to view HIPAA-enabled form's submission data (either in PDF EDITOR or Submissions page), you'll be asked to upload your private key as the form is encrypted.

You can, however, integrate your form with Google Drive or DropBox. And from there, you can easily download the submission PDFs without the need of logging in. 

Please try that and let us know how it goes.

I’m used to it occasionally asking me to verify login credentials, the problem is it puts me into an endless loop where I verify it, try to download the PDF again, and then it continues to ask me to very login again and I can never actually download the document. Is this a known issue, and if so is there an ETA on when it may be fixed?
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Jake Anderson
E-Commerce Content Coordinator | Employee Owner
Norco Inc.
p:
208.336.1643 (ext. 111085)
a:
1125 W. Amity, Boise ID 83705
w:
www.norco-inc.com e: jacoba@norco-inc.com
...

Could you please provide us with the JotForm username? Please also let us know if you are accessing the JotFrom from the United States or some other country.

The username is ecomsupport@norco-inc.com and I’m accessing FotForm in Idaho in the United States.
[cid:image001.jpg@01D58D99.94F5FF40]
Jake Anderson
E-Commerce Content Coordinator | Employee Owner
Norco Inc.
p:
208.336.1643 (ext. 111085)
a:
1125 W. Amity, Boise ID 83705
w:
www.norco-inc.com e: jacoba@norco-inc.com
...

Thank you for the provided details. I have tried to reset the login attempts for your account, so the account should be unlocked.

Could you please let us know if are still facing the issue with the PDF downloads? Also, are you downloading them from the PDF Editor page or in some other way?

Hello,
Thanks for the follow up. It looks like it’s working right now, and I have only ever used the built in PDF editor. I’ll find a way to follow up if anything pops up!
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Jake Anderson