MyCrypto Troubleshooting
If you're having any issues while connecting to MyCrypto 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 on this page works, please contact us.
Common Issues
Transaction requests sent from MyCrypto no longer pop up on the Lattice screen
The screen is stuck spinning on the "Loading - Connecting..." Lattice Connector page when connecting your device to MyCrypto
"Error connecting to device. Popup closed" error is shown on MyCrypto
If you're seeing the error above, you can skip section A and start with section B - step 5.
Step-By-Step Guide For Troubleshooting MyCrypto
Going through all these steps won't be necessary for most MyCrypto connection issues as most should be fixed by simply re-connecting - the guide tells you explicitly when to try connecting to the app again, please follow the instructions below in the respective order.
A. The Basics
1. Internet Connection
If you can't get transaction requests to pop up on your Lattice screen despite approving them in MyCrypto or you cannot connect to the app, 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 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.
3. Unlock Your SafeCard
If you're trying to connect a SafeCard wallet to MyCrypto, the inserted SafeCard has to be unlocked prior to initiating the connection - MyCrypto cannot import addresses from a locked card.
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 is indeed 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 MyCrypto 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 MyCrypto
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 MyCrypto Permission
Go to Permissions on your Lattice and if you see a MyCrypto 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 MyCrypto
Next, go to Settings on MyCrypto and remove all accounts with the GridPlus tag in the list of accounts on the app. Just click on the remove button and confirm your choice. Then, hard-refresh the MyCrypto website with Ctrl+F5 on Win/Linux and Cmd+Shift+R on Mac.
6. Reset Lattice Manager App State
We've never encountered a case where re-connecting with MyCrypto as described above wouldn't solve all issues, but we've seen this action resolve problems with other apps, so we're leaving this step here just in case. Resetting the app state on the Lattice Manager clears the LM cache, including all connections saved there, which can resolve edge case connection issues.
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 MyCrypto permission on your Lattice and GridPlus-tagged accounts on MyCrypto) and then try connecting to MyCrypto 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 MyCrypto 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:
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 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 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 delete local on the Lattice Manager 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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