Encrypted Data: Submission won’t decrypt after entering the Access Code

Boa noite!

Quando peço para montar o relatório do meu formulário, as respostas acabam ficando assim, com vários caracteres, inelegível.

Poderia me ajudar? Obreigado

Hi Fernando,

Thanks for reaching out to Jotform Support. I'm sorry this happened. It looks like the data on your forms is encrypted. Can you please decrypt the data on your Tables and then check the report again? You can click on the Decrypt Entries button in the upper-right corner of the table for you to enter your Access code.

Please be aware that we don't have access to your encrypted data, so if you don't have the access code, your data is considered lost. For more information, kindly check this user guide.

Let us know if you have any questions.

Eu tenho a senha, mas por mais que eu digite e destrave as planilhas, quando eu peço para gerar o relatório ele vem daquela forma.

Segue evidências de que eu desbloqueei as planilhas:

Mas quando vou pro relatório, isso acontece

Hi Fernando,

Thanks for getting back to us. Unfortunately, our Portuguese Support agents are busy helping other Jotform users at the moment. I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in Portuguese, let us know and we can have them do that. But, keep in mind that you'd have to wait until they're available again.

Now, let me help you with your question. I can see that your form is not decrypting properly. With this issue, I suggest that you try this on a different browser, including incognito. You can also do a test on the same browser, but make sure that you clear the browser cache first before trying again.

Give it a try and let us know how it goes.

[PT-BR] Olá! Ainda estou tendo problemas com a descrição dos meus dados quando vou gerar o relatório. Sempre coloco a senha mas mesmo assim, não funciona.

[EN] Hello! I'm still having problems with describing my data when I go to generate the report. I always enter the password but it still doesn't work.

Hi Fernando,

Thanks for getting back to us. I need a bit more time to check on this, I'll get back to you as soon as possible.

Hi Fernando,

Thanks for patiently waiting. I have escalated the issue to our Developer team. Our Developers are working on the issue as fast as they can. As soon as we have an update, we’ll let you know.

If there are any updates, we’ll circle back to this thread and let you know. 

Thank you very much Rhina!

Something you did appears to have resolved the problem. Today I received another response to the form and decided to test it. To my happiness, this new data is decrypting successfully, however all other previously inserted data remains undecrypted.

I believe we are moving towards a complete resolution of my problem!

Hi Fernando,

Thanks for getting back to us. We are glad that the new submissions coming in are now getting decrypted correctly. We have escalated the issue with the other submissions on your form. Rest assured that we’ll get back to you with an update as soon as we have one.

Thanks for your patience and understanding. We appreciate it.

Hi Fernando,

In your case, you received encrypted submissions then you disabled encryption on that form and you had a chance to add a report tab to your Tables; but the encrypted data doesn't work with the reports and it is disabled when encryption is enabled.

Your new submissions work correctly on reports, but previously encrypted ones don't. This is an expected behavior I'm afraid because we need to access your decrypted data to create a meaningful report and this will be a security violation.

Thank you.