This is most commonly caused by either an issue with the point product or lack of communication to the server to get the decrypt command. To determine whick you will need to check the client and server logs.
Check the agent logs on the client. Is it communicating ok with epo? Are there any datachannel communication errors? Does the server log on epo show any errors?
client logs - c:\programdata\mcafee\agent\logs
server logs - c:\program files (x86)\mcafee\epolicy orchestrator\db\logs
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