phone encryption problems

[georgeT]

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

[SoccerRef12]

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.

[georgeT]

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

[SoccerRef12]

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

[georgeT]

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

[vzw_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

[georgeT]

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

[SoccerRef12]

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?

[georgeT]

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

[vzw_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

[georgeT]

Thanks again for your help.

I removed the SD card and tried encrypting via a password and again with  PIN.  Same issue as before.

I have 7.4 GB available out of the original phone 16 GB

thanks again

[georgeT]

HI Jennifer_VZW...I hadn't heard any thing else from you but am still not able to encrypt my phone,

Thanks again for your help.

I removed the SD card and tried encrypting via a password and again with  PIN.  Same issue as before.

I have 7.4 GB available out of the original phone 16 GB

thanks again

[vzw_customer_support]

Hey there georgeT,

I'm sorry to hear that you are still having issues encrypting your device. We absolutely want to make sure that you are able to secure your device to follow company policy.

If all this hasn't worked I would recommend a factory reset,http://vz.to/150gZRU and trying to encrypt the device again.

Please keep us updated with results.

NicholasB_VZW
Follow us on Twitter @VZWSupport

[georgeT]

I have tried this and it does not encrypt. Of course, now I have to rebuild my phone. 

[SoccerRef12]

George,

I still think there are two separate issues here. Firstly, to set up a corporate email account you may be required to set up a PIN or Password, which I have to do to get work email. Secondly, encrypting the phone in the security settings to encrypt data is an extra security layer which you don't have to do to set up corporate email. If you just want to add corporate email try doing so without encrypting your data and/or SIM card. It will tell you that your corporation email server will need to be a device administrator and then you will be asked to secure your phone by PIN or password. I know I'm be repetitive, and I apologize, but, once again, these are two different issues. Hope this makes sense.

[georgeT]

Completely agree that the PIN for corp email is different than encrypting.  My employer requires encrypting. 

If I add the email account without encrpyting, the phone starts to sync. 

The server realizes the phone is not encrypted and asks if I want to encrypt.

If I say "no" i get a "sync error" from the email server.  If I say "yes", then the encryption hangs as described above.

At this point I am focused on just getting the encrypting to work.  I think once that is the case, the email will work.

thanks for your help