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phone encryption problems
georgeT
Member

Hi,

I tried to encrypt my Razr Maxx running Android 4.1.2 OS so I can add my corporate email account.

I had the screen pin set.  After I started the encryption, I get the message "preparing to encrypt files on your phone."  It never reboots, just hangs for hours and nothing ever happened.

Any help is greatly appreciated.

thanks in advance

George

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Re: phone encryption problems
SoccerRef12
Sr. Member

Have you tried to reboot your device (holding the power and both volume buttons simultaneously for about 15 seconds)? You can add corporate email without 'encrypting' your device. Just add it under Corporate Email.

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Re: phone encryption problems
georgeT
Member

SoccerRef

I have factory reset my device and I still have the same problem.  I am trying to add it under Corporate Email.  My company requires it to be encrypted.  The sync with the server fails because it know the phone is not encrypted.

thanks for trying to help

georgeT

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Re: phone encryption problems
SoccerRef12
Sr. Member

Take your phone to your IT department and they will be able to set it up.

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Re: phone encryption problems
georgeT
Member

Thanks again for trying to help.  I did take it to them and a Verizon store.  Both were a "best effort" of 10-15 minutes with nothing.

thanks

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Re: phone encryption problems
vzw_customer_support
Customer Support

georgeT, help is here. When adding your corporate email account, it's important that you enter the correct domain, server,  username and password. Additionally, I also recommend that you clear the history, cache, and cookies to ensure that any history of incorrect information provided previously to add this email is deleted. For your convenience, I've provided the steps below:

Tap the Browser>Tap Menu> More >Settings> Under Privacy Settings, tap Clear All.

Keep us posted. If you continue to have issues adding this e-mail account, we're here to assist.

LasinaH_VZW
Follow us on Twitter @VZWSupport

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Re: phone encryption problems
georgeT
Member

HI Thanks for trying to help.

I did what you suggested but still had the same result.

Note I am not even getting to the email account install. 

I am encrypting my phone first.  The pin is set.

The process begins.

I get the message "preparing to encrypt files on your phone"  

The screen dims but the phone is still on.  Eventually the phone shuts itself off.  Does not reboot.

thanks again

GEorge

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Re: phone encryption problems
SoccerRef12
Sr. Member

What happens when you try adding the email without encrypting the SIM card? What type of email is it, Outlook, GMail, or ??? What organization do you work for that requires SIM card encryption?

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Re: phone encryption problems
georgeT
Member

If I add the email without encrypting, the server realizes this and asks that the phone be encrypted.

Really the email portion is irrelevant. 

If I want to protect any of my personal info on the phone using encryption, I can't.

thanks

George

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Re: phone encryption problems
vzw_customer_support
Customer Support

Thanks for the extra details, georgeT. Have you tried the same process setting a password instead of a PIN by chance? Also, try removing your SD card from the phone while it tries to encrypt your device files. It may be getting confused with the 2 memory areas and creating a road block ending with the inability to encrypt the phone. Also, if you go to Settings>Storage, how much memory does it show your phone already has used?

Thank you
JenniferH_VZW

Please follow us on Twitter @vzwsupport

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