MaritesS: Hi, my name is MaritesS. How may I help you?
mudking: Hi, I have a Maxx HD and wanted to enable device encryption, I read here (
https://motorola-enterprise.custhelp.com/app/answers/detail/a_id/57094/~/android---encryption)
it says
"Files stored on the card will not be readable via another phone or card reader connected
to PC. User can transfer files from encrypted SD card to PC using embedded Phone Portal
application."
mudking: What exactly is the phone portal application? And is that Mac compatible?
MaritesS: I'll do my best here to help you.
MaritesS: Can I first have the serial number (hex/imei) of your phone? Please go to your dialer
and hit *#06#.
mudking: ******************
MaritesS: Okay, thanks.
MaritesS: Let me check on my resources. Please hold on.
MaritesS: Please bear with me.
mudking: ok, no problem
MaritesS: You're welcome.
MaritesS: This feature is on the phone itself.
MaritesS: Let me walk you thru it.
mudking: sure
MaritesS: Kindly hold on.
mudking: Is this it?
https://motorola-globalportal.
custhelp.com/app/answers/detail/a_id/50753
mudking: Because I couldn't find this on my phone.
MaritesS: Yes, you could use it also.
MaritesS: That's when the sd card is already encrypted.
MaritesS: And you want to transfer files.
mudking:
Yes, transfereing from an encrypted device is what I'm trying to do
MaritesS: Is your sd card already encrypted?
mudking: No, I have not done it yet because I wasn't clear on if I would be able to transfer
files to the PC once the device and SD card are encrypted.
MaritesS: Okay. I'm now checking on it.
MaritesS: I'm sorry for the long wait.
mudking: It's ok,
MaritesS: I'm checking if your phone is compatible with Motorola phone portal.
MaritesS: The phone is not compatible with Phone portal, mudking.
mudking: ok, so what is the method of copying files to a computer from an encrypted
device?
MaritesS:
I do recommend that you don't encrypt your device. Just do the normal process.
MaritesS: There's no assurance that you can transfer the files once you encrypt it.
mudking: Really, that was a big selling point on this phone, big part of the reason I got it!
mudking: Are you sure there is no way to get files off the phone?
MaritesS: There is, if the sd card is not encrypted.
MaritesS: Answer Title: How do I transfer files to/from my DROID RAZR HD/MAXX HD ?
Answer Link:
https://motorola-global-portal.custhelp.com/app/answers/detail/a_id/90460
Please check out this link.
mudking:
I don't see any reference to encryption in that article
mudking: I am already using Android File Transfer to copy files to the computer, that's all I
see in that article
MaritesS:
There's none, mudking. That's the process that we use for files that are not encrypted.
mudking: Ok, that's terrible. Well, let me ask you one more thing about the encryption,
then. Since the encryption is device based, I was wondering what happens if my device is
encrypted and the phone becomes damaged and can't operate. I understand the device data
would probably not be retrievable because the phone is broken, but what if the SD card is still ok and it has encrypted data on it? From what I have come to understand, the SD card cannot be taken out and put into my replacement phone and read the data. So, even if my SD card is ok, is my data on the SD card forever lost if the device gets broken?
MaritesS: You can still access your data if the sd card is okay, mudking.
MaritesS: You can use a card reader to access the files on it.
mudking: But I said the SD card in that scenario is under device encryption. I hope you can't just put it in a card reader if it's encrypted, kind of defeats the whole point of encryption
MaritesS: I missed that one. I do apologize.
mudking: oh, ok
MaritesS: I set expectation a while ago that we can't guarantee if the data are still accessible if the card is encrypted.
MaritesS: That's why I don't recommend that you do it.
MaritesS: Is there anything else?
mudking: I find it amusing that Motorola advises not to use a major feature of their phones.
I'm asking about that because it's a completely different scenario. Worse come to worst, I
suppose I can backup encrypted files from the phone by uploading them to dropbox or emailing them to myself, right? But the situation of a damaged phone is totally different
MaritesS: I see what you mean, mudking.
mudking: I would be able to email encrypted files to myself from the phone as a way to
transfer them to the computer, right?
mudking: And they would be decrypted in the process, right?
MaritesS: They will, mudking.
mudking: so, that solves the issue of transfering files to a computer. If they're that
important, I just send them from the phone to myself. Now, the issue about what happens if the device breaks and I put the encrypted SD card into my new phone. Am I totally out of luck ever retrieving my files in that scenario?
MaritesS:
Yes, there's no guarantee that you can decrypt the card.
MaritesS: The phone has no option to do that. Only to encrypt it.
mudking: Ok, final question. I understand that device encrytpion can take up to an hour or
so, right?
MaritesS: That's why we don't recommend that you do it.
MaritesS: It depends on your data size.
mudking: Ok, so if I were to do it, and I need to decrypt the data, is the decryption process
just as slow? or is it an instant decryption?
MaritesS: The phone has no option to decrypt the sd card.
mudking: Oh, really? only the device?
MaritesS: Yes, on the device.
mudking: Well, is the device decryption instant, or does it take a long time like the
encryption process?
MaritesS: It's still up to you to decide, mudking. We just want to set expectation before you do it.
mudking: Is the decryption instant, or slow?
MaritesS: It depends on the size of your data.
MaritesS: Will there be anything else?
mudking: I didn't ask how long it takes, I asked if it's instant or slow. From your answer, I
gather you are implying it is not instant. Right?
MaritesS: Yes, it's not instant.
mudking: Ok, then the only thing I'd have to ask is, is motorola planning on releasing an
update for this phone to allow for decryption and file transfers?
MaritesS: I will take note of your feedback, mudking.
mudking: So, you can't answer that?
MaritesS: Rest assured that I will forward it for Motorola's review.
mudking: So, you don't have an answer for that?
MaritesS: There's no available software update for the phone, yet.
MaritesS: Just go to settings>about phone>system updates to check once in a while.
MaritesS: mudking?
mudking: I'm asking if this is a feature that motorola is planning to address or not. I would
consider keeping the phone and waiting if it's something that might happen in the future....
MaritesS: I'm sure that they will work on it, mudking.
mudking: If there is no plan to change this, I beleive I am within my satisfaction period to
return the phone and get something else that will function the way I expected this to
MaritesS: I understand your point.
MaritesS: We appreciate your feedback, mudking. For sure, Motorola will look into it, alright?
mudking: Well, that was like pulling teeth. Glad I'm not your dentist! Thanks for the help
MaritesS: You're welcome. If you need any more information get in touch. Thanks from
Motorola, bye!
MaritesS has disconnected.