NuFi Troubleshooting
If you're having any issues while connecting to NuFi 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 NuFi no longer pop up on the Lattice screen
The Lattice Connector window showing a "Device Locked" error while NuFi is stuck endlessly spinning when loading your accounts
The screen is stuck spinning on the "Loading - Connecting..." Lattice Connector page
Step-By-Step Guide For Troubleshooting NuFi
Going through all these steps won't be necessary for most NuFi issues as most should be fixed by re-connecting - the guide tells you explicitly when to try connecting to NuFi 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 NuFi 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.
If you're sure you're online, move on to step 2.
2. Check Your NuFi 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 NuFi extension, right-click on the NuFi 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 NuFi, the inserted SafeCard has to be unlocked prior to initiating the connection - NuFi 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
We recommend going through steps 5-7 in order.
5. Re-Connect With NuFi
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 NuFi Permission
Go to Permissions on your Lattice and if you see a NuFi 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 NuFi
On NuFi, go to the Accounts tab and then click on Manage & details and then Forget account. Do this for all addresses/accounts that have the GridPlus logo next to them.
5.3 Delete NuFi Cache
On Chrome, copy this to your URL bar: chrome://settings/clearBrowserData
And select Advanced, All time in the Time range and only select Hosted App Data.
6. Reset App State on the Lattice Manager
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
Then, go to the Lattice Manager URL (https://lattice.gridplus.io/) and when there, do this:
Menu → More Tools → Developer tools → Application tab → Local Storage under the storage tab → lattice.gridplus.io → Clear 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).
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 NuFi
If everything else fails and you still somehow get stuck on a particular error, there's also the possibility of getting a completely fresh NuFi instance installed before attempting to connect again. You will first have to remove the old NuFi from your browser/computer completely.
You will LOSE all hot accounts/addresses on this NuFi instance that are not backed on hardware! Only do this if you have backups for them.
Removing NuFi is fairly simple - just right-click the extension and select "Remove from Chrome". Before installing NuFi again, make sure you removed the NuFi permission from your Lattice and you can also reset app state on the Lattice Manager again - just to be sure.
After you're ready to connect, install NuFi again and connect to it and everything should be fine.
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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