Rabby Troubleshooting

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.

Common Issues

  • 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

Step-By-Step Guide For Troubleshooting Rabby

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.

A. The Basics

1. Internet Connection

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.

2. Check Your Rabby 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 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.

3. Unlock Your SafeCard

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.

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

5. Re-Connect With Rabby

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 Rabby 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:

  1. Go to the Lattice Manager URL and scroll down

  2. Click to Settings and scroll down

  3. Click on Reset App State and then Update and Reload

After the Lattice Manager state is reset, try connecting to Rabby 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 Rabby 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 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 and delete local storage on the Lattice Manager as described in steps 6 and 7. Then try connecting again.

9. Reinstall Rabby

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 on this Rabby instancethat are not backed on hardware! Only do this if you have backups for them.

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.

After you're ready to connect, install Rabby again and connect to it and everything should be fine.

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