topic Re: Bootloop after Update / Xperia SP can't decrypt encrypted data in XPERIA archive

Bootloop after Update / Xperia SP can't decrypt encrypted data

Dan1eL — Sat, 15 Jun 2013 18:20:26 GMT

Hello,

i got a problem with my new Xperia SP.

I had to encrypt my Phone because i use it as Business phone too and our Exchange Server has the rule that the Phone must be encrypted.

After the Update and the reboot the Phone isn't able to decrypt the System Data's and stucks in a Bootloop.

I'm able to fix it by myself?

Our have i send it back?

Please help me. :c

Best regards

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

Johan — Wed, 26 Jun 2013 07:18:59 GMT

In that case I suggest that you try to reinstall the phone software using SUS.

http://www.sonymobile.com/gb/tools/update-service/

Then check if the encryption works.

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

Crowley — Sun, 22 Sep 2013 12:44:57 GMT

http://talk.sonymobile.com/t5/Xperia-SP/My-Sony-xperia-SP-is-not-starting-after-the-update-to-254/m-p/381247/highlight/false#M2871

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

Crowley — Sun, 22 Sep 2013 13:18:03 GMT

This won't work because when it's crash looping the PC will noty recognise the phone

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

kirk23 — Sat, 28 Sep 2013 12:35:19 GMT

I had this problem too. I suspect that Sony failed to test if the update worked with encrypted storage. Bad Sony!

I tried various fixes. I couldn't find a way to recover the phone with storage intact, but I did manage to reset the phone to factory settings.

If you want to reset your phone to factory settings, download the Sony PC Companion. Select Phone / Tablet Software Update. Then click "repair my phone / tablet" and follow the instructions. This will put the latest firmware and operating system on your phone but it will wipe all of your settings and your phone will no longer be encrypted. You may have to attempt to run PC Companion a couple of times because the first time it won't have the necessary USB drivers installed.

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

Marek — Sat, 28 Sep 2013 22:44:43 GMT

Thank you for your post.

I had the same problem.

It is really shame for SONY 😕 , I have this device just for 2 weeks ....

Looking forward for explanation from SONY.

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

Kipling72 — Thu, 03 Oct 2013 21:50:12 GMT

Wish I seen these posts before! Been trying the pc companion route you descibe and won't recognise the phone. Do I just keep trying? Please tell me it works eventually!

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

ici97 — Fri, 15 Nov 2013 18:38:12 GMT

I have same problem now dont know what to do now pls help

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

NoCircumstances — Mon, 18 Nov 2013 09:23:32 GMT

Had the problem after the last upgrade and I was not able to reset the phone via USB. My final resolution was to reset the phone. Therefore I did the following: in the window where to enter the encryption key tab the "keyboard" icon. Via this way you get to the settings and there you can reset the phone.

Now I just rebooted without any update and I am stuck in the loop again. That is really bad. I come from a Windows Phone Lumia 920 and after 2 month I am really wondering why people are shouting on WP - I never had so many problems with WP as I have with the XPERIA SP.

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

Thommohawk — Mon, 18 Nov 2013 19:00:04 GMT

Well, this is just great....

Last night I switch off my Xperia SP as I usually do overnight, no issues at all up to the point when I go to bed. Turn it on this morning, around 8 hours later, enter my sim card pin code which is accepted. Next the decryption password screen appears and security code is accepted too, however as soon as the boot ribbon screen appears and goes through it's usual cycle for 5 to 10 seconds or so it then fades away and I am presented with the 'Enter sim card pin' screen again! Fair enough first time I think, as something may have gone wrong, until I find this is a never ending loop that is now occurring for no good reason! So, some poorly tested software 'push' update must have arrived at some point yesterday and knackard the whole android software is my next thoughts.

Not good enough really in all honesty. I've only had this handset since the start of October after over 10 years of Nokia handsets and this is the only time EVER I haven't been able to access my phone when I want it.

As suggested, I have tried a hard reset to no avail, removed the sim card from the device, also have downloaded the 'Update Service' application. Two obvious issues with the Update Service here are that the Xperia SP isn't even in the list of available devices (not sure what that is all about), and my computer cannot recognise the USB device regardless (presumable as it is encrypted). My laptop is very new also, totally up-to-date, and been connected to the phone before so there are no issues at that end. I'm pretty frustrated at this and looks like now I will have no option but to try and get a replacement handset through Amazon under the warranty.

No, I will not be paying to send off the phone for someone at Sony to diagnose and repair the issue. The phone is as new and has no damage, superficial nor otherwise any has only been out of the box for 6 weeks. Now I will loose all my settings and non-backed up files too, although fortunately I do have most of them.

All in all, not impressed here. Look forward to any response from Sony.

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

echo1 — Tue, 19 Nov 2013 23:03:51 GMT

I too am looking forward to a response as I have the same issue. A full stable system update from the manufaturer is now costing my company money. I just hope there is a quick enough resolution as it is could lead to legal action if this has happened across the board to encrypted phones solely used for business. Please resolve this issue ASAP!!

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

Thommohawk — Wed, 20 Nov 2013 17:39:51 GMT

Thankfully I've had much prompter response from amazon.co.uk here who I purchased my SIM free phone from. They dispatched a replacement as soon as I directed them towards this thread on the night of the day it happened. My replacement should be with me tomorrow, free of charge too, however not without the inconvenence of not having access to a phone whilst trying to move into a new property and the pain of having to set up the whole configuration and recover documents. To be honest at the back of my mind I do wonder what is to stop this from just happening again?! Do I just prevent my phone from automatically updating from now on...not great.

Surely someone from Sony can provide a response here or contact us via email.

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

JG — Wed, 20 Nov 2013 18:23:29 GMT

I am having the same problem. Unfortunately my service provider won't do a factory reset in store, and I don't have a computer to do it myself. Now my best option is to go two weeks without a phone while a simple factory reset gets done, all to repair a software issue unrelated to any downloads or apps that I use. Not very happy with Sony or their lack of technical support here.

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

MXGDL — Sun, 24 Nov 2013 17:17:28 GMT

I had the same problem but the software SUS works after 3 try's.

The procedure that I follow was:

1. With the phone turned on, do a hard reset (pressing the push button in the back of the phone)

2. Don't turn on the phone again

3. Download and install the SUS

4. Run SUS program

5. Select the Xperia SP phone and click next

6. When the software ask to plug the micro USB cable to the phone and press the volume down key

First press and hold the volume down key

After, plug the micro USB cable while holding the volume down key until the system recognize the new device

(Now you can release the volume down key)

7. Wait until the system install the driver

8. Follow the next steps

9. Done

I wish you can fix your phone too

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

McFazzler — Mon, 25 Nov 2013 17:55:12 GMT

Where is the SUS for the Xperia SP? I have downloaded the SUS programme but it doesn't have the Xperia SP on it.

I had this problem with my phone when I updated it months ago. Lost everything. Had to reformat. Today, for no reason, my phone did the same again and just won't turn on. Annoyed is an understatement. I'm hoping this SUS thing will solve my problem. I'll be going back into the shop on Wednesday mind you and telling them I want a different phone. This is ridiculous.

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

Argielu1 — Fri, 29 Nov 2013 20:46:11 GMT

I am having the same problem

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

Sylvia86 — Sun, 22 Dec 2013 10:35:46 GMT

Hi Guys,

did any of you receive any statement from Sony explaining why the issue exists and when they will have a soluton for that?

I had my phone repaired twice since I started using business mailbox on it which required encryption. What's funny, specialists from service point to which my phone was sent to be repaired said that's there is no problem.. It's so annoying - they don't really understand what's going on

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

mishopp — Tue, 24 Dec 2013 20:00:23 GMT

Same problem here. After having my phone repaired, i'm back to square one. Encryption went ok, but after couple of restarts same problem again!! I'm gonna go back to service centre again, i'm sick of it already :((

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

Frank06751 — Mon, 06 Jan 2014 08:58:12 GMT

Hello,

I've got the same problem.

I had the problem some weeks ago and talked to my provider (Vodafone Germany). The replaced the phone and the new phone seemed to work fine after encrypting it (tried to turn it off and on again directly after the encryption).

I tried it once again after a few days and now I've got the same problem again: It gets stuck in a boot-loop after entering the decrypt-key.

I've re-imaged the phone by using "Sony Update Service" and it worked fine again. But after enabling the encryption it's now the same problem again.

I'm hoping that Android 4.3 will fix this issue (which will hopefully be available soon). What do you think?

Best regards,

Frank

Re: Bootloop after Update / Xperia SP can't decrypt encrypted data

willH — Tue, 14 Jan 2014 18:38:15 GMT

HI,

I have the same problem as Frank. Worked perfectly fine until last night when I tried to set the encryption. It's been rebooting since. All the latest updates are installed.

Would you have any solution for me?

Thank you