MetaMask Troubleshooting
If you're having any issues while connecting to MetaMask or even after you've connected, this article will help you resolve them. You should be able to find a solution for ALL MetaMask-related issues, but if nothing in this article works, please contact us.
Common Issues
Transaction requests approved on Metamask no longer pop up on the Lattice screen
Stuck at the "Looking for your Lattice..." screen on MetaMask
"Failed to get accounts. Please forget the device and try again. Make sure you do not have a locked SafeCard inserted." error is shown on MetaMask
The screen is stuck spinning on the "Loading - Connecting..." Lattice Connector page
Step-By-Step Guide For Troubleshooting MetaMask
Going through all these steps won't be necessary for most MetaMask issues as most should be fixed by re-connecting - the guide tells you explicitly when to try connecting to MetaMask 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 MetaMask, 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 MetaMask 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 MetaMask extension, follow the guides below:
Chromium: right-click on the MetaMask icon and select Manage Extension. Then enable Developer mode in the top right corner and after that, just click on Update.
Firefox: right-click on the MetaMask icon and select Manage Extension. In the gear icon menu in the top right, click on Check for Updates. If there are any updates available, install them.
3. Unlock Your SafeCard
If you're trying to connect a SafeCard wallet to MetaMask, the inserted SafeCard has to be unlocked prior to initiating the connection - MetaMask cannot 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.
If you've already connected to MetaMask with your Lattice and you want to e.g. connect a SafeCard wallet or import more addresses from your Lattice wallet, you need to use the same password you've used when this connection was created. If you forgot the password, you can move on to step 5 and attempt re-connecting.
B. Resetting the Connection
5. Re-Connect With Metamask
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 re-connecting to get a fresh one.
5.1 Remove the MetaMask Permission
Go to Permissions on your Lattice and if you see a MetaMask 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 MetaMask
Next, remove all accounts with the Lattice1 tag in the list of accounts on MetaMask. You can do this by clicking on the active account at the top of MetaMask and then clicking on the three dots next to that account in the Select an account menu and selecting the Remove account option.
5.3 Delete MetaMask Cache
If you're using a Chromium-based browser such as Chrome, Brave etc., you can delete only hosted app data without deleting your cookies or browser cache. On Firefox, you'd have to clear all cookies and cache, so we only recommend this step for Chromium users and we suggest Firefox users try the next steps of this guide before clearing cookies and cache.
Chrome - copy this and paste it into the URL bar:
chrome://settings/clearBrowserDataAnd then select Advanced, All time in the Time range and only select Hosted App Data.Brave - the same, but the URL is slightly different:
brave://settings/clearBrowserDataFirefox - paste this into the URL bar:
about:preferences#privacyAnd then click on Clear Data under Cookies and Site Data.
After you're done with steps 5.1-5.3, try connecting to MetaMask the usual way. If you still get stuck on the "Failed to get accounts" error, move on to the next step.
6. Reset Lattice Manager App State
Most MetaMask issues will be resolved by re-connecting as described above, but there can be edge cases where you'll have to remove the MetaMask 3rd party connection from the Lattice Manager and reset app state.
Here's how:
Go to the Lattice Manager URL and scroll down
Click to Settings and scroll down
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 MM permission on your Lattice, Lattice1-tagged accounts on MM and delete the MM cache if on Chrome) and then try connecting to MetaMask 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 MetaMask and Lattice Manager permissions on your Lattice and also go through steps 5 and 6 again.
Then, go to the Lattice Manager URL (https://lattice.gridplus.io/) and when there, 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 Options
8. Reset Device ID
If you still cannot connect even after you delete all Lattice-linked accounts from MetaMask, remove the MetaMask permission from the Lattice and reset app state on the Lattice Manager, 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 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'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 and clear local storage on the Lattice Manager as described in steps 6 and 7. - then you can try connecting again.
9. Reinstall MetaMask
If everything else fails and you still somehow get stuck on a particular error, there's also the "nuclear" option of getting a completely fresh MetaMask instance installed before attempting to connect again. You will first have to remove the old MetaMask from your browser completely.
You will LOSE all accounts/addresses that are not backed on hardware. This means the default MetaMask hot wallet Account 1 will get erased, as well as any hot accounts you imported from a private key.
Because of this, you should make sure that removing MetaMask will not result in any unwanted consequences very carefully!
Removing MetaMask is fairly simple - just right click the extension and select "Remove from Chrome" or "Remove extension" on Firefox. Before installing MetaMask again, make sure you removed the MetaMask permission from your Lattice and you can also reset app state and delete local storage on the Lattice Manager again - just to be sure.
After you're ready to connect, install MetaMask again:
And then obviously go through the connecting process 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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