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Hosted Matrix experience vs self hosted
(matrix.org)
An open network for secure, decentralized communication
Element was giving us lots of trouble with my self-hosted Synapse instance. It regularly tossed keys so everyone was either getting locked out or everything, even their own stuff, was getting marked as undecryptable.
I haven't gotten Dendrite working but apparently it's a lot better on resources.
I don't know the situation, but that's what happens if the user logs out on all devices without key backup being set up.