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 in Symphony.

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

If this issue is experienced by one user, it may be a local caching problem and clearing the cache will rectify the issue. See how to clear your cache.

If the issue is experienced by multiple users, perform a Key Manager health check:

  1. Navigate to each of the following URLs (where companyabc is the name of your Symphony instance):
  1. Check the results:
    • One or more of the KMs may be down or experiencing an issue.
    • Sometimes the health check may appear healthy, however there could be other corruptions that may have caused the issue.
  1. Restart the affected KM(s).
  2. 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.