Phone stuck at Type password to decrypt storage

I have a Kyocera Torque XT that has been working well with Ting for just under a month.  This morning, I rebooted it, and instead of the usual Sprint startup screen, it remained stuck on the Kyocera logo for about 4 minutes, then showed the Android logo until ending on a screen asking "Type password to decrypt storage".  I have not activated encrypted storage on this device, and there is no defined password that will work.

I looked it up on the Web and foudn suggestions to perform a factory reset.  I tried that, and it still will only boot into this screen asking for a password to decrypt storage.  Does anyone out there know a way to resolve this problem?

Thanks,

---H

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13 comments
  • My Kyocera Torque XT just did the same thing. It rebooted and now wants me to type in the password to decrypt the storage. How can I fix this? 

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  • Hey, Thanks for reaching out! It appears that this message can pop up after a software update. Some googling indicates that the best course of action would be to do a  factory reset. You can see more detailed steps on the process here. If this doesn't help please get in touch with support so we can do some further troubleshooting. 

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  • Didn't work. Still stuck at the same spot. Tried 2 times and it just keeps doing the same thing. 

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  • Hi Jeremy,

     

    Did you happen to remove the glued-in SD card that was in the phone? The Kyocera Torque comes the with SD card GLUED into the slot from the factory. The SD card is what gives the XT the extra memory. You cannot remove this card... that will cause this "type password to decrypt storage error" message and stop the phone from working. If you remove this SD card, you will void the warranty on the phone.

     

    Let me know! :(

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  • No, I didn't. 

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  • Hey Jeremy,

    If the device is unable to perform a factory reset and if the SD card isn't the issue the phone could be corrupted entirely. To be completely sure I'd ask that you contact support by phone (1855-846-4389) or chat so we can do some further troubleshooting with you to get things sorted out! 

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  • I ALSO PURCHASED 2 OF THESE PHONES FROM TING! AND GET THE SAME MESSAGE. WHEN I CONTACTED THEM (AFTER RECEIVING HELP BY WAY OF A FACTORY RESET)...WAS TOLD; SORRY WE WILL NOT REFUND YOUR MONEY, BUT PLACE IT TOWARD YOUR NEXT BILL...PLUS $20!!!

    DUH! I NEED MY MONEY BACK SO THAT I CAN PURCHASE ANOTHER PHONE ELSEWHERE...THAT WORKS!!!!!!

    OBVIOUSLY, I CANNOT HAVE A BILL TO PAY, IF I DO NOT HAVE A PHONE TO USE!!!!!

    AND AS I SEE THE DATES ON ABOVE COMMENTS...TING YOU HAVE BEEN AWARE OF THIS PROBLEM 3 YEARS AGO!!!!!! GIMMIE A BREAK!!!

    BAD CUSTOMER SERVICE!!!

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  • Hi Bertha,

     With our Garage Sale that recently took place, it was specified that all sales were final and that we would not be doing any refunds on phones purchased. The credit offer was something that the representative you spoke to would have been able to offer as the best solution in this situation. 

     As for the phones, with refurbished phones sold at Ting, our warehouse team does test them to confirm that they work before they are sent out. Did you by chance notice if the SD card was attached in the phone? That is the one known cause of the password to decrypt the storage that we have come across when a factory reset doesn't fix the issue. 

     

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  • R. Bryce Wong:

    SD card? This phone has no area for an SD card! Someone had placed a SIM card in one of the phones....There is no way your warehouse team tested these two phones, especially when this same problem has occurred with your other customers who also purchased this same cell phone. Refunding me with a IOU toward my bill is not right.

     

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  • fwiw.. here is my anecdotal experience with this phone, which leads me to believe that an OTA message received from the Sprint network is what triggers this to activate:

    • my E6715 (Kyocera Torque XT) was working correctly
    • it's not activated for service with any provider
    • it was shut down, battery removed, and allowed to sit in storage for several months
    • battery was installed, phone was boot to Android..
    • it started (Sprint boot animation) and took me to home screen, it saw the Sprint network (several bars), after about a minute.. the phone reboot itself
    • it started (stock Android boot animation) and took me to this password prompt: "Type password to decrypt storage"
    • as is the case with the other owners, I am now locked out of this phone
    • using "dd" images of all partitions on phone, I flashed them with fastboot.. now the phone won't go past the "Kyocera" boot image

     

    off-topic.. but the E6710 (Kyocera Torque) had much more stable software; the occasional hiccup could always be fixed by restoring partitions with fastboot

     

    very off-topic.. but I'm wondering if I could repartition the E6715 and run it on Android 4.1.2 using software from the E6710; the hardware is nearly identical.

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  • Hey Warren,

    Thanks for sharing your experience and we're sorry to break it to you but the DuraXT is no longer able to activate since Sprint made some recent changes, here is a list of the affected devices.

    As far as the "Type password to decrypt storage" error goes we were seeing it on lots of devices being returned/replaced and realized in almost every case it was due to removing/altering the SD card which is not at all meant to be removable.

    In my experience the software/OS on these devices was simple but effective, though in fairness there were issues on the XT that required an RTN where most phones you could find less intensive fixes.

    As for the repartition idea in all honesty I'm not sure but if you are able to get it to work please do post here and let us know!

     

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  • Hi. Thanks for the response.

    I'm not well informed about new activation policies for various providers, though I can confirm that many members of my family still have E6710 (Kyocera Torque 1st gen) handsets active on the Sprint network through MVNOs. I'm pretty much tech-support within my clan, and I thought this model was incredible value for money.. especially considering how the older generation has a tendency to abuse electronics.

    Regarding the "password to decrypt storage" issue with the E6715.. regarding my experience detailed in the previous message, I can confirm that this particular handset was as stock/original as it could be. It was never a daily driver.. I always had the intention to debloat the /system partition on one and push that image to several others that I own.. but I just never got around to doing that.. so these handsets are still almost brand new: no apps were ever installed, no data was ever saved, and the SD card that is permanently glued into the external SD card slot was never touched/molested in any way.

    Truly, the only thing that was done to this phone.. was that it was turned on in a geographic area that has good Sprint coverage.. and consequently communicated to the mother ship.

    I'm not saying this in any kind of defensive way.. it's only to share info with anyone who may be curious.. and rule out any possible causes. Anyway, as you said, it's an old phone.. running an old version of Android.. manufactured by a company that isn't very popular in the US.. and designed for the small niche market that wants a nearly indestructible phone.. so yeah.. unlikely that a great many people still care about this device :)

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  • I should probably also mention in this thread.. for the sake of clarity and completeness.. that the E6710 isn't without its own set of quirks.

    Well.. it's not really a quirk, so much as another issue created entirely by Sprint pushing bad software updates. This model was originally sold with Android 4.0 ICS and later with 4.1 JB. The ones purchased with 4.0 ICS were forced to install an OTA update to 4.1 JB.. which without fail.. bricked them all. The ones purchased with 4.1 JB are fine. The ones bricked by the OTA update can be resurrected and updated to 4.1 JB with a little know-how.. using fastboot and "dd" partition images taken from a working phone with 4.1 JB.

    So.. moral of that story is: instances of E6710 that can boot and have 4.1 JB are safe to own.. don't require mucking around with low level computer stuff.. and can be purchased for almost nothing. All other instances of E6710 should be avoided.. unless you want a project.

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