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Most known encryption problems got fixed in 2024 - it’s not clear what issue you’re hitting here, otherwise we’d love to sort it :) What app & platform is it, and what happened? Could it be that the user didn’t set up recovery and so lost their history when they logged in fresh?
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okay. the problem is that basically any encryption bug results in the same symptom “unable to decrypt message” but can have very different causes. it simply should never happen these days. can you please submit debug logs from the app after it’s happened from Settings. Also what app version is this?