** Unable to decrypt: decryption key withheld ** error when attempting to read a user's message(s)

[ccarter-tmt]

Steps to reproduce

Attempting to read messages sent from a user to me has some messages (not all) flagged with the message '** Unable to decrypt: decryption key withheld **'. Clicking on 'Re-request encryption keys from your other sessions.' has no effect in the short or long term (days later messages are still unreadable).

Outcome

Expected to be able to read and receive messages from this user normally.

Operating system

Windows 10 Pro Version 10.0.19045 Build 19045

Application version

Element version: 1.11.17 Olm version: 3.2.12

How did you install the app?

From https://element.io/download

Homeserver

matrix.org

Will you send logs?

Yes

[ccarter-tmt]

NB: This issue also affects Element on Android (Version 1.5.14 [40105142] (G-4a46289f) olm version 3.2.12 but I am only posting desktop issue here.

[ccarter-tmt]

This is a typical error message as displayed in the chat.

[ccarter-tmt]

Same issue again with another user a few days later. Logs uploaded.

[ccarter-tmt]

Sometimes recommended 'fix' to issue a '/discardsession' also has no effect. Problem remains.

[chkalch]

Same issue here on Ubuntu 20.04.5 LTS with Element version: 1.11.16, Olm version: 3.2.12.

The messages are from one specific person and only when he uses Element on Android. When he sends messages from Element on Windows 10 there's no problem.

[chkalch]

Today I had the issue with a message sent from Element version: 1.5.18, Olm version version: 3.2.12 on Android during a short power outage and hence no internet connection. After power went on again the message arrived but cannot be decrypted.

[weeman1337]

Upgrading to O-Occasional as we had another report of this issue (+ I also had this problem on a bad network).