Frame Troubleshooting

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.

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

• "Failed to get accounts. Please forget the device and try again. Make sure you do not have a locked SafeCard inserted." 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

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.

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 to know what icons to look for).

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. 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.

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.

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

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 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 URL and scroll down
2. Click to Settings and scroll down

3. Click on Reset App State and then Update and Reload

After the Lattice Manager state is reset, try connecting to Frame again.

7. Delete Local Storage on the Lattice Manager

We've seen some cases where resetting the app state didn't delete all previously stored connections from the Lattice Manager, so we're putting this here too. It's possible you will not see anything under the Application/Local Storage tab, so skip this if that's the case.

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/) and when there, do this:

• Chrome: Menu → More Tools → Developer tools → Application tab → Local Storage under the storage tab → lattice.gridplus.io → Clear all

  
• Firefox: Menu → More tools → Web Developer Tools → Storage → Local Storage → Right click the lattice.gridplus.io item → Delete All

  

You should then be able to go through the pairing process without any issues.

C. Nuclear Option

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).

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.

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.

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.

After you're ready to connect, install Frame again and connect to it and everything should be fine.