Could not decrypt this message or failed to send error message

Occasionally, users may receive a Could not decrypt this message. Please refresh to try again or Failed to send error message (Figure 1 and Figure 2):


Figure 1 Error


Figure 2 Error

The likely root cause is the Key Manager (KM) being unable to retrieve a key from the Keystore.

If this issue is experience by one user, it maybe a local caching problem and clearing the cache will rectify the issue. Refer to the Knowledge Article found here on how to clear your cache.

If the issue is happening to multiple users, perform a KM health check by following the steps below:

1. Navigate to both of the following URLs and check the results:


Note: Where companyabc is the name of your pod.

2. Restart the affected KM(s).

Note: One or more of the KMs maybe down or be experiencing an issue.

Note: Sometimes the health check may appear healthy, however their could be other corruptions that may have caused the issue.

3. Attempt to send a message and see if the error message(s) still persists.

If the issue still persists after a restart please contact the Symphony Support team at and inform them that you are experiencing issues with your KMs.