1. Adamk24's Avatar
    So last night my battery ran completely dead while getting off a flight. I put the phone on the charger and this morning my Microsoft email account, which requires a secured connection and data encryption said it had new security requirements. I had to lengthen my unlock pin from 4 to 6 characters and then it said I had to encrypt the device.

    This is the problem, the phone is already encrypted. If I accept, it just goes to the encryption screen and immediately restarts. Going back to mail and hitting accept is just a loop of this interaction. If I don't hit accept, the email will refuse to update, saying I need to encrypt my device. I've tried deleting and re-adding the account but I get the same issue.

    As far as I can tell, there is no way to un-encrypt the device so that it can run it correctly when prompted. Any suggestions?


    The phone is an HTC One M8 running lollypop (I'm not sure what version).
    03-18-2015 03:24 PM
  2. srkmagnus's Avatar
    So last night my battery ran completely dead while getting off a flight. I put the phone on the charger and this morning my Microsoft email account, which requires a secured connection and data encryption said it had new security requirements. I had to lengthen my unlock pin from 4 to 6 characters and then it said I had to encrypt the device.

    This is the problem, the phone is already encrypted. If I accept, it just goes to the encryption screen and immediately restarts. Going back to mail and hitting accept is just a loop of this interaction. If I don't hit accept, the email will refuse to update, saying I need to encrypt my device. I've tried deleting and re-adding the account but I get the same issue.

    As far as I can tell, there is no way to un-encrypt the device so that it can run it correctly when prompted. Any suggestions?


    The phone is an HTC One M8 running lollypop (I'm not sure what version).
    Go into system settings > applications > sort by all > email (open the email app) and clear cache. If there is a way to uninstall updates from this setting (sometimes there is) then do it and try updating again. Let us know if that helps.
    03-18-2015 06:16 PM
  3. LoriPotraffke's Avatar
    I'm having the same problem. I tried the suggested fix, but the problem persists. Has anyone found a solution to this?
    01-11-2016 12:30 PM
  4. gg_man's Avatar
    Hi there,

    May I know what Mail app you are using? HTC Mail app, Gmail or other downloaded mail apps?
    In addition, how do you add accounts into the mail app? (There are many types of accounts in Settings > Accounts & sync > +.)
    Also, you may check the software number from Settings > About > Software information > Software number.
    And finally, what carrier are you using?

    I have tried some types of accounts by HTC Mail and Gmail to sync my Microsoft Email account but they were just fine.
    01-12-2016 05:43 AM

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