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

Make sure you go through steps 5, 6 and 7 in order before you try connecting again!

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 or Cmd+Shift+R on Mac.

6. Reset Lattice Manager 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

7. Delete Local Storage on the Lattice Manager

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 MyCrypto.

Before you delete local storage from your browser, make sure you have no MyCrypto and Lattice Manager permissions on your Lattice.

Then, go to the Lattice Manager URL (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

• 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.