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If you're having any issues while connecting to Rabby 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.
- Transaction requests approved on Rabby no longer pop up on the Lattice screen
- "Unable to connect to Hardware Wallet. Please try to re-connect" error on Rabby
- "Failed to get accounts. Please forget the device and try again. Make sure you do not have a locked SafeCard inserted." error on Rabby
- The screen is stuck spinning on the "Loading - Connecting..." Lattice Connector page
Going through all these steps won't be necessary for most Rabby issues as most should be fixed by re-connecting - the guide tells you explicitly when to try connecting to Rabby again.
If you can't get transaction requests to pop up on your Lattice screen despite approving them in Rabby or you cannot connect your Lattice to the wallet 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.
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.
To update your Rabby extension, right-click on the Rabby icon and select Manage Extension. Then enable Developer mode in the top right corner and after that, just click on Update.
If you're trying to connect a SafeCard wallet to Rabby, the inserted SafeCard has to be unlocked prior to initiating the connection - Rabby 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.
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 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 Rabby Permission
Go to Permissions on your Lattice and if you see a Rabby 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 Rabby
On Rabby, go to Manage Addresses, click on the bin icon and then Confirm Delete.
5.3 Delete RabbyCache
On Chrome, copy this to your URL bar:
And select Advanced, All time in the Time range and only select Hosted App Data.
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).
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 as described in step 6. and then try connecting again.
If everything else fails and you still somehow get stuck on a particular error, there's also the possibility of getting a completely fresh Rabby instance installed before attempting to connect again. You will first have to remove the old Rabby from your browser completely.
You will LOSE all hot accounts/addresses that are not backed on hardware you have on this Rabby instance!
Removing Rabby is fairly simple - just right-click the extension and select "Remove from Chrome". Before installing Rabby again, make sure you removed the Rabby permission from your Lattice and you can also reset app state on the Lattice Manager again - just to be sure.