# Frame Troubleshooting

{% hint style="success" %}
If you're having any issues while connecting to Frame or even after you've connected, this article will help you resolve them. If you can't find a solution to your issue in this guide, please [**contact us**](https://gridplus.io/contact/).
{% endhint %}

#### **Common Issues**

* Transaction requests approved on Frame no longer pop up on the Lattice screen
* **"Unable to connect to Hardware Wallet. Please try to re-connect"** error on Frame
* The screen is stuck spinning on the **"Loading - Connecting..."** Lattice Connector page

**Step-By-Step Guide For Troubleshooting Frame**

Going through all these steps won't be necessary for most Frame issues as most should be fixed by re-connecting - the guide tells you explicitly when to try connecting to Frame again.

### A. The Basics <a href="#a.-the-basics" id="a.-the-basics"></a>

#### **1. Internet Connection**

If you can't get transaction requests to pop up on your Lattice screen despite approving them in Frame or you cannot connect your Lattice to the app at all, the first thing to check is whether both your computer and your Lattice are connected to the internet. This can also be the cause of getting stuck on the **"Loading - Connecting..." page** on the Lattice Connector.

{% hint style="info" %}
You don't have to be connected to the same network, but both devices do have to be **online**. You can check your Lattice's connection status directly on the screen in the upper right corner (see the [**firmware reference article**](https://docs.gridplus.io/lattice1/lattice1-firmware-reference) to know what icons to look for).
{% endhint %}

If you're sure you're online, move on to step 2.

#### **2. Check Your Frame and Lattice Firmware Versions**

The latest Lattice firmware version can always be found in [**this article**](https://docs.gridplus.io/lattice1/lattice1-firmware-reference). If you're not on the latest, just go to **System Preferences → Software Update**. If you cannot see an update available here, make sure your Lattice is [**online**](https://docs.gridplus.io/support/lattice1-wifi-troubleshooting).

To update your Frame extension, right-click on the **Frame** icon and select **Manage Extension**. Then enable **Developer mode** in the top right corner and after that, just click on **Update.**

<figure><img src="/files/DIf6QNShZuPaFuGKXNFW" alt=""><figcaption></figcaption></figure>

#### **3. Unlock Your SafeCard**

If you're trying to connect a SafeCard wallet to Frame, the inserted SafeCard has to be **unlocked** prior to initiating the connection - Frame cannot view or import addresses from a locked card.

Trying to connect with the locked card will result in the **"Failed to get accounts" error**. Unlock your card and try again. If you're not connecting with a card or your card is unlocked, move on to step 4.

#### **4. Incorrect Device ID And/Or Password**

Make sure that you're typing in the **correct device ID** if you see the spinning wheel on the Lattice Connector page (this might also be caused by your Lattice being offline, but this part was written with the assumption that you made sure your Lattice indeed is online as per step 1.

You get a new device ID every time you reset the Lattice network module, but you can always **find your active device ID** in the last menu item on the Lattice homescreen.

### B. Resetting the Connection <a href="#b.-resetting-the-connection" id="b.-resetting-the-connection"></a>

{% hint style="success" %}
**Make sure you go through steps 5, 6 and 7 in order before you try connecting again!**
{% endhint %}

#### **5. Re-Connect With Frame**

If your Lattice is online, your inserted SafeCard is unlocked (if you're using one) and you're sure you're typing in the correct device ID and password combination but you're still having issues, it's time to try removing the old connection and all cached data and re-connecting to get a fresh one.

**5.1 Remove the Frame Permission**

Go to **Permissions** on your Lattice and if you see a Frame permission there, delete it.

If you cannot access **Permissions** on your Lattice (the button will only visually react to being tapped on, but will not show you the Permissions menu), please [**reach out to us** ](https://gridplus.io/contact)before attempting anything else! This is extremely rare and you shouldn't ever see it, but if you do, get in touch.

**5.2 Remove Previously Linked Lattice Accounts from Frame**

On Frame, go to **Manage Addresses**, click on the **bin** icon and then **Confirm Delete**.

#### **6. Reset App State on the Lattice Manager**

Here's how:

1. Go to the [**Lattice Manager**](https://lattice.gridplus.io/) URL and scroll down
2. Click to **Settings** and scroll down
3. Click on **Reset App State** and then **Update and Reload**

<figure><img src="https://docs.gridplus.io/~gitbook/image?url=https%3A%2F%2F268056579-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252F-MZJQypB4fk8YIsDKCl_%252Fuploads%252FFcYayMVKvInrBCVrFG0g%252Flmdebug.png%3Falt%3Dmedia%26token%3Dfbefbced-4074-4223-afd0-a6ed5782e810&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=c2165e1d&#x26;sv=2" alt=""><figcaption></figcaption></figure>

#### **7. Delete Local Storage on the Lattice Manager**

{% hint style="info" %}
It's possible local storage will be empty after resetting the app state, so skip this if that's the case. But make sure to double-check this before you try reconnecting with Rabby.
{% endhint %}

Before you delete local storage from your browser, make sure you have no Frame and Lattice Manager permissions on your Lattice - go through steps 5 and 6 again.

Then, go to the Lattice Manager URL ([**https://lattice.gridplus.io/**](https://lattice.gridplus.io/)) and when there, do this:

**Chrome**: Press F12 on Windows/Linux or Fn + F12 on Mac (opens Developer tools) → Application tab → Local Storage under the storage tab → lattice.gridplus.io → Clear all <img src="https://docs.gridplus.io/~gitbook/image?url=https%3A%2F%2F268056579-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252F-MZJQypB4fk8YIsDKCl_%252Fuploads%252Fmr8l1ahRwm9FewuIFYrq%252Fno_entry-removebg-preview.png%3Falt%3Dmedia%26token%3Dfcfc3e03-86e1-4a8e-bc25-e08921dcd809&#x26;width=40&#x26;dpr=4&#x26;quality=100&#x26;sign=567a3ea4&#x26;sv=2" alt="" data-size="line">

<figure><img src="/files/ssIbkW1u1L1wFAqIuSgq" alt=""><figcaption></figcaption></figure>

You should then be able to go through the [**pairing process**](https://docs.gridplus.io/apps-and-integrations/frame/connecting-to-frame) without any issues.

### C. Nuclear Option <a href="#c.-nuclear-option" id="c.-nuclear-option"></a>

#### **8. Reset Device ID**

If you still cannot connect after going through all the steps above, it's time for the "nuclear option" - connecting with a **new device ID**.

To get a new device ID, you will need to manually **reset your device's router** - which can be done in **System Preferences → Security & Privacy → Reset Router**. This can take a couple of minutes. After this reset is done, you will then need to **re-connect to your WiFi** **network** to have internet access (if you're using WiFi).

{% hint style="info" %}
It was possible to encounter a rare situation in which the **device ID wouldn't change** after you reset the router. If this happens to you, powercycle your Lattice (unplug, plug back in), and try again. Confirm that your GCE version is 0.49.0. If you still can't get a new ID after updating the router and powercycling the device, [**please reach out to us**](https://gridplus.io/contact/).
{% endhint %}

After the device ID is reset, **DO NOT ATTEMPT TO RE-CONNECT** right away! First, you need to reset the app state and delete local storage on the Lattice Manager as described in steps 6 and 7. Then try connecting again.

#### **9. Reinstall Frame**

If everything else fails and you still somehow get stuck on a particular error, there's also the possibility of getting a completely fresh Frame instance installed before attempting to connect again. You will first have to remove the old Frame from your computer completely.

To remove Frame from your computer, search for it in the list of installed programs and uninstall it.

{% hint style="danger" %}
You will **LOSE** all hot accounts/addresses on this **Frame** instance that are not backed on hardware! Only do this if you have backups for them.
{% endhint %}

After you're ready to connect, [**install Frame again**](https://docs.gridplus.io/apps-and-integrations/frame/installing-frame) and connect to it and everything should be fine.


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