16min

Troubleshooting and FAQs

Messages cannot be decrypted

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.

Permanent "Glacier is active" notification

After logging into Glacier on your Android 8.0+ the app will show a message in the notification tray "Glacier is active". This message is enforced by the Google Play Store.

Glacier message in the notification tray
Glacier message in the notification tray

Android

To hide this notification:

  1. Long press on the notification.
  2. Tap the settings cog icon.
  3. Disable the Foreground service notification.
  4. This notification will not be hidden (you will still see new message notifications and other alerts).
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Updated 08 Jun 2022
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