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:
- Tap on the settings menu.
- Tap your Avatar to view your profile settings.
- Tap Clear Devices from the Actions menu.
- If the problem persists, log out and log back into Glacier.
- Tap on the settings menu.
- Tap your name to view your profile settings.
- Tap Clear Devices.
- If the problem persists, log out and log back into Glacier.
- Tap on the settings menu.
- Click Device Fingerprints.
- Click the Other Linked Devices checkbox.
- Click Remove checked devices and close.
Updated 03 Mar 2023
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