3 most common reasons why the decryptor is not working.
Verji doesn't have the security key synced between your devices:
- Find the devices you have been logged in to Verji on (phone and laptop)
- Log in at the same time on your devices.
It requires you to restore the keys from a backup:
- Open "User Menu" by tapping on your profile picture.
- Tap on "Security & Privacy"
- Tap on "Restore from backup"
- It may take up to 30 minutes for it to work.
You need to export the E2E room keys and import them back in from the backup:
- Open "User Menu" by tapping on your profile picture.
- Tap on "Security & Privacy"
- Go to the very bottom where you see "Cryptography" and copy the "Backup passphrase"
- Tap on "Export E2E room keys from backup"
- Then tap on "Import E2E Room Keys"
- Paste the code from "Backup Passphrase" where it says "Enter Passphrase"
- Select the file you exported and press "Import"
- It may take up to 30 minutes for it to work.
Unable to decrypt
Submit your case to the Verji support team by pressing "? "button in the top right corner and then press "Report here". This will then create a case that we can follow up on.
The case you report to us should include:
- What was the last action you took before the problem arose?
- When did you experience the problem?
- Are you affiliated with an ASP provider or another server provider?
- Which device(s) have you used to log in to Verji (PC, MAC, mobile, tablet)?
- Have you visited Verji with several devices at the same time or changed locations?
- What browser have you used?
- Do you have security software installed on your device, such as antivirus or similar?
The solution to the unable-to-decrypt problem can be complex and we are in some cases dependent on background information to determine whether the error lies with the sender or receiver, as we do not have the right of access to the encrypted rooms. In most cases, it will solve the problem on pc / MAC if you:
Tags:
Decrypt, Unable, Message, Not showing, Phone, App, Web-browser can not read