Lattice Manager Troubleshooting
If you're having any issues while connecting to the Lattice Manager or even after you've connected, this article will help you resolve them. You should be able to find a solution for ALL connection-related issues, but if nothing here works, please contact us.
Common Issues
The Lattice Manager tab is stuck endlessly spinning on the "Loading - Connecting..." screen
"Failed to pair" error is shown on the Lattice Manager login page and a "Failed to Connect" error is shown on the Lattice screen
Nothing shows up on the Lattice screen when you initiate a Bitcoin transaction or try to add some new address tags on the Lattice Manager
Step-By-Step Guide For Troubleshooting the Lattice Manager
Please follow the instructions below in the respective order they're in.
A. The Basics
1. Internet Connection
If you're stuck on the spinning wheel screen when connecting or nothing is showing up on your Lattice screen when you try to send a BTC transaction or add a new address tag, the first step is to check whether both your computer and your Lattice are connected to the internet.
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 Lattice Firmware Version
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. If your Lattice is online, then try powercycling the device - unplug it and then plug it back in.
3. 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 "Loading - Connecting..." screen (this might also be caused by your Lattice being offline, but this part was written with the assumption that you made sure your Lattice 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.
If you've connected to the Lattice Manager before, you will have a Lattice Manager permission on your device. This means that every time you try to connect to the app again, you will need to use the same password you used when you connected for the first time. If you forgot the password, you can move on to step 4 and attempt re-connecting.
B. Resetting the Connection
4. Remove the Lattice Manager Permission and Try Re-Connecting
If your Lattice is online 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 re-connecting to get a fresh one.
Go to Permissions on your Lattice and if you see a Lattice Manager permission there, delete it.
Then, try connecting to the Lattice Manager again - just make sure to use the correct device ID and a password you will remember!
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. Reset App State on the Lattice Manager
Resetting the app state on the Lattice Manager clears the LM cache, which can resolve some less common connection issues. We're writing this with the assumption that you cannot log into the Lattice Manager - the good news is that you can reset the app state without being logged into the app, and here's how:
Go to the Lattice Manager website URL
Open Settings at the bottom of the login screen
Scroll down and click on Reset App State and then Update and Reload
After the Lattice Manager state is reset, make sure you go through step 5 again (just confirm you don't have a Lattice Manager permission on your Lattice) and then try connecting again.
6. Delete Local Storage for the Lattice Manager
You should not encounter cases where resetting the app state doesn't resolve the connection issues you're having, but we have in the past in a very small number of incidents, so we're putting this step here as well. This is for edge cases only.
Before you delete local storage from your browser, make sure you have no Lattice Manager permission on your Lattice and also reset app state again as described in steps 4 and 5.
Then, when on the Lattice Manager URL (https://lattice.gridplus.io/), do this:
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
7. Reset Device ID
If you still cannot connect even after going through all the steps above, it's time to try 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 may 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's possible to encounter a rare situation in which the device ID will not be changed 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 on the Lattice Manager and delete local storage as described in steps 6 and 7. Then, try connecting again.
If you still can't get this to work after going through all these steps, please create a ticket or reach out to us on our Discord server and we'll help you figure this out.
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