Troubleshooting and FAQs

Message decryption issues

3min

Each device that is associated with a Glacier account generates its own "device fingerprint". In some situations a message could be delivered as "Message cannot be decrypted". This can happen if device keys are out of sync, the receiving party has recently logged into a new device or regenerated their keys from the app settings page.

In most cases sending a message back to the other user will re-sync your connection. If that fails try these troubleshooting steps:

Android

  1. Tap on the settings menu.
  2. Tap your Avatar to view your profile settings.
  3. Tap Clear Devices from the Actions menu.
  4. If the problem persists, log out and log back into Glacier.

iOS

  1. Tap on the settings menu.
  2. Tap your name to view your profile settings.
  3. Tap Clear Devices.
  4. If the problem persists, log out and log back into Glacier.

Desktop

  1. Tap on the settings menu.
  2. Click Device Fingerprints.
  3. Click the Other Linked Devices checkbox.
  4. Click Remove checked devices and close.
Updated 25 Mar 2024
Doc contributor
Did this page help you?
PREVIOUS
Network troubleshooting
NEXT
Calling issues
Docs powered by Archbee