Error fetching account information when using Ledger

[farl4web]

PLEASE NOTE If you are experiencing this issue, please fill out this form:

Make sure you complete all the steps described. (NB. Resetting your wallet in step 4 is not dangerous. All you need to reinitialise the wallet is your Ledger and account index number)

1. Trinity version:
2. Ledger device IOTA app version (IOTA>About>Version):
3. OS and version:
4. Cannot add Ledger account even after wallet reset (Settings>Advanced Settings>Reset wallet) (y/n):
5. Ledger uses an Index that is not 0 (y/n):
6. Can you successfully add a non-Ledger account (y/n):
7. You can get pass *Choose your Ledger account index* view successfully and pick an account name: (y/n): 
8. What error is appearing on the loading screen:
9. What happens after the error appears:
10. Is Ledger generating addresses on the Loading screen (*Generating Addr...* message appears several times on your Ledger device before the error appears) (y/n):

---

I cannot login with my Ledger on Trinity Desktop wallet. I get error that it's not able to connect to the node. I updates to the latest version v.0.4.5 on my Mac. I am using macOS 10.13.6. I restarted everything a few times. Made sure my ledger was up-to-date.

I tried different nodes and disabled/enabled "Use system proxy".

Can someone help?

[rajivshah3]

Hi @farl4web , have you tried different nodes?

[farl4web]

Yes, I did. Some were advised on Discord. But nothing changes...

[rajivshah3]

@farl4web is this reproducible with a new, unused seed?

[rajivshah3]

@steffenroeber looks like you're having the same issue. Is this reproducible with a new, unused seed?

[steffenroeber]

The error log says: ' Incorrect seed name'

[steffenroeber]

@steffenroeber looks like you're having the same issue. Is this reproducible with a new, unused seed?

No, a new seed works.

[rajivshah3]

@steffenroeber can I ask what the name of the affected account is? We've had a few bugs relating to numbers or certain characters in the account name

[steffenroeber]

What do you mean with ,name of amount'? Gesendet von Yahoo Mail auf Android Am Di., Dez. 25, 2018 at 19:35 schrieb Rajiv Shah<notifications@github.com>: @steffenroeber can I ask what the name of the affected account is? — You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub, or mute the thread.

[rajivshah3]

For example, "Main Account" or "Second Account". It's a name you give for the account in Trinity which appears in the left side of the app

[steffenroeber]

Cannot remember exactly. Where can I find this name without logging in? Von: Rajiv Shah <notifications@github.com> Gesendet: Dienstag, 25. Dezember 2018 19:40 An: iotaledger/trinity-wallet <trinity-wallet@noreply.github.com> Cc: steffenroeber <steffenroeber@yahoo.de>; Mention <mention@noreply.github.com> Betreff: Re: [iotaledger/trinity-wallet] Cannot login new Trinity desktop wallet (#838) For example, "Main Account" or "Second Account". It's a name you give for the account in Trinity which appears in the left side of the app — You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub <#838 (comment)> , or mute the thread <https://github.com/notifications/unsubscribe-auth/Ar4LgK58thmUBwAlMAyHNlZo27jYQCm7ks5u8nDwgaJpZM4Zdlxw> . <https://github.com/notifications/beacon/Ar4LgJtvbBqvCFIGAIUuX8v5NnBIEgVkks5u8nDwgaJpZM4Zdlxw.gif>

[rajivshah3]

Ah right, you won’t be able to see that without logging in. Do you remember if the account name had numbers or brackets (`[]`)? It’s fine if you don’t remember

…

On Dec 25, 2018, at 1:43 PM, steffenroeber ***@***.***> wrote: Cannot remember exactly. Where can I find this name without logging in? Von: Rajiv Shah ***@***.***> Gesendet: Dienstag, 25. Dezember 2018 19:40 An: iotaledger/trinity-wallet ***@***.***> Cc: steffenroeber ***@***.***>; Mention ***@***.***> Betreff: Re: [iotaledger/trinity-wallet] Cannot login new Trinity desktop wallet (#838) For example, "Main Account" or "Second Account". It's a name you give for the account in Trinity which appears in the left side of the app — You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub <#838 (comment)> , or mute the thread <https://github.com/notifications/unsubscribe-auth/Ar4LgK58thmUBwAlMAyHNlZo27jYQCm7ks5u8nDwgaJpZM4Zdlxw> . <https://github.com/notifications/beacon/Ar4LgJtvbBqvCFIGAIUuX8v5NnBIEgVkks5u8nDwgaJpZM4Zdlxw.gif> — You are receiving this because you commented. Reply to this email directly, view it on GitHub <#838 (comment)>, or mute the thread <https://github.com/notifications/unsubscribe-auth/ASnYTHTX5uHdV-_4NqxdP8iDDXg9xsHxks5u8nHRgaJpZM4Zdlxw>.

[steffenroeber]

As far as I can remember, I only used letters.

[steffenroeber]

And I'm pretty sure, I've not used any of: brackets ([])

[steffenroeber]

Maybe a 'space' char but not sure.

[steffenroeber]

I recovered my wallet by replacing the %appdata%\Roaming\Trinity folder by an older one (I made a copy recently). Now I have one that works (the older one) and one that fails to login.
Account names (3) are 'Steffen', 'Steffen Ledger' and 'Janice'
Does this help?

[steffenroeber]

The new one has following error log:
Ledger device: Invalid INS command (0x6d00)
Request Error: Request timed out.

[rajivshah3]

@farl4web @steffenroeber could you both see if the issue persists in v0.4.6?

[steffenroeber]

Hi, problem still exists in 0.4.6. Von: Rajiv Shah <notifications@github.com> Gesendet: Mittwoch, 26. Dezember 2018 21:30 An: iotaledger/trinity-wallet <trinity-wallet@noreply.github.com> Cc: steffenroeber <steffenroeber@yahoo.de>; Mention <mention@noreply.github.com> Betreff: Re: [iotaledger/trinity-wallet] Cannot login new Trinity desktop wallet (#838) @farl4web <https://github.com/farl4web> @steffenroeber <https://github.com/steffenroeber> could you both see if the issue persists in v0.4.6? — You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub <#838 (comment)> , or mute the thread <https://github.com/notifications/unsubscribe-auth/Ar4LgED0fby5T2ikmcpbQKIg2LQIFexjks5u89xRgaJpZM4Zdlxw> . <https://github.com/notifications/beacon/Ar4LgGqYVJbkmd2Yv1Br2lHptcphuMWlks5u89xRgaJpZM4Zdlxw.gif>

[abasees]

Can confirm same issues with Ledger Nano S.

I've tried troubleshooting by selecting over 10 different recommended nodes and turning off the proxy setting however no luck.

Interestingly, I did manage to log in to the wallet initially however after leaving it open inactive for too long I had to re-sign in and that is when issue presented itself.

[dyrdon]

I have the same issue aswell..
Same error as above or something with Ledger App Not opened by User error - But only in Log on the main screen it says „Node error“ and i tried all of them ..It seems like Trinity is not recognising the App properly.

Trinity and Ledger up to Date.
Windows 10

[farl4web]

Problems is still there. I can't access my accounts.

Error log: Ledger device: App has not been initialized by user (0x6986)

[farl4web]

After trying several nodes. I now found a now which is working: https://nodes.thetangle.org:443/. After that I can finally login after weeks of trying several nodes. Welcome to IOTA! ;)

[benbeton]

any update here? I'm facing the same issue.

[rajivshah3]

@benbeton are you getting any error messages?

[dopaminedecay]

same problem here:

1. Trinity version: 0.4.6
2. Ledger device IOTA app version (IOTA>About>Version): 0.4.2
3. OS and version: MAC OS Sierra 10.12.6
4. Cannot add Ledger account even after wallet reset (Settings>Advanced Settings>Reset wallet) (y/n): didn’t´t try
5. Ledger uses an Index that is not 0 (y/n): no
6. Can you successfully add a non-Ledger account (y/n): didn’t´t try
7. You can get pass Choose your Ledger account index view successfully and pick an account name: (y/n): n/a unable to login
8. What error is appearing on the loading screen: "Error fetching account information. Trying again with a different node." followed by "The node returned an error while fetching your account information. If the problem persists, try changing node or disabling your system proxy in Trinity setting." I have tried multiple nodes and proxy enabled/disabled
9. What happens after the error appears: back to login screen
10. Is Ledger generating addresses on the Loading screen (Generating Addr... message appears several times on your Ledger device before the error appears) (y/n): no output on ledger nano s

[derlefti]

In my case step 4 (resetting the wallet) solved the problem. The funds were NOT lost via the reset.

[Noigu99]

Same issue, please help!

Trinity version: 0.5.0 beta
Ledger device IOTA app version (IOTA>About>Version): 0.4.2
OS and version: Windows 10 PRO
Cannot add Ledger account even after wallet reset (Settings>Advanced Settings>Reset wallet) (y/n): didn't reset, as I'm afraid to be asked for some info I don't know/remember!
Ledger uses an Index that is not 0 (y/n): how do I know this?
Can you successfully add a non-Ledger account (y/n): don't know how to do it
You can get pass Choose your Ledger account index view successfully and pick an account name: (y/n): unable to login!
What error is appearing on the loading screen: "Error fetching account information. Trying again with a different node." followed by "The node returned an error while fetching your account information. If the problem persists, try changing node or disabling your system proxy in Trinity setting." I have tried multiple nodes and proxy enabled/disabled
What happens after the error appears: back to login screen
Is Ledger generating addresses on the Loading screen (Generating Addr... message appears several times on your Ledger device before the error appears) (y/n): no output on ledger nano s

[cvarley100]

@Noigu99 If you wrote down your Ledger account index (default is 0) then resetting Trinity is not a problem.

Can you check that your device time is correct?

[Noigu99]

I don't remember at all regarding the Index, that's why I'm afraid of resetting it. Time is right and by the way I could access the wallet multiple times before 2-3 weeks since when the problem arose.

[Lupomannaro]

Hi, same problem, what to do?

Error fetching account information. Trying again with a different node." followed by "The node returned an error while fetching your account information. If the problem persists, try changing node or disabling your system proxy in Trinity setting." I have tried multiple nodes and proxy enabled/disabled

[FlensGold]

Any news about this? I have quite a lot IOTA in my wallet and would be happy if I could access them again...
I have been using the IOTA Light wallet earlier and moved to trinity hoping that it would be secure in combination with a Ledger Nano....I am afraid this was a big mistake :-(

Already updated to Trinity 0.5, same problem...

[cvarley100]

@Noigu99 The default index is 0. It tells you to write down the index if you change it. If you are comfortable doing so, then I suggest resetting the wallet and trying again.

@Lupomannaro @FlensGold Can you check that your computer's time is correct?

[FlensGold]

Maybe a stupid question: Where can I check the time of the device (Ledger Nano S)?

[cvarley100]

Apologies @FlensGold. I mean the time on your computer OS.

[FlensGold]

No problem, but the time is in synch with time.org
It is automatically set by windows (option is on)

I just resetted my wallet (Settings>Advanced Settings>Reset wallet) and after restart of trinity I could set up a new wallet in combination with Ledger. I choosed Index 0 since as far as I remember that was the one I used earlier. After a while trinity started with a balance of 0 which also did not change after I synched it.

Before I resetted it I saved the AppData\Roaming\Trinity Folder and now copied it back since resetting obviously also did not solve it...so I am getting the "old error" now.

[Lupomannaro]

Time is correct, so any solutions?

[cvarley100]

@Lupomannaro @FlensGold Did either of you use the first Trinity Ledger release (0.4.0-alpha)?

[Lupomannaro]

Not sure, it was first, but had no problems before, error appeared 3 weeks ago

[dopaminedecay]

What does the error log say (Trinity>Error log) ?

[Lupomannaro]

Leadger device: App has not been initialised by user (0x6986)

[dopaminedecay]

I had the same issue. The error log in the Trinity Wallet said:
App has not been initialised by user (0x6986)

In that case you need to initialize the Ledger device by opening the IOTA App on the Ledger Nano S
and accepting the warning shown on the device when connected to Trinity Wallet.
You need to press both Ledger buttons to confirm.
(I had to scroll down on the Ledger device with one button before Ledger device has shown the small lines, below the buttons on the display, that appear when you can confirm.)

This seems to be a Ledger problem, not a Trinity problem.

[Lupomannaro]

Thank you, i’ll will try this out

[Lupomannaro]

it helped to solve the problem, thank you!

[FlensGold]

I had the same issue.

You just need to initialize the Ledger device by opening the IOTA App and accepting the warning shown on the device. You need to press both Ledger buttons.
I had to scroll down with one button before Ledger has shown the small lines below the buttons on the display.

This seems to be a Ledger problem, not a Trinity problem.

Sorry, I do not get this, maybe you could explain it again? Are you talking about the "IOTA App" on the Ledger Nano S? Where can I initialize it again?

[dopaminedecay]

Yes, the IOTA App on the Ledger Nano S.
I edited my previous comment. Hope its more clear to understand now.

[FlensGold]

I am feeling a bit stupid.
When accessing the IOTA APP on the Ledger (using both buttons) I get into a menu with 3 options:
IOTA, About and Exit: App.
I can browse that menu by using 1 button and have to use both buttons to access one option (Option IOTA is only a title, so nothing happens, Exit gets back to the wallet menu. I still have no clue where to find those "small lines" :-(

[FlensGold]

I do not get it. Tried several times, never got to that option. Do you have trinity started while testing it?

If it is important: My Trinity error log says " Incorrect Ledger device or changed mnemonic".

[cvarley100]

If it is important: My Trinity error log says " Incorrect Ledger device or changed mnemonic".

@FlensGold This would suggest that you are trying to access the wallet with a different Ledger, or your Ledger recovery phrase has changed.

[AntLopRod]

1. Trinity version:
   0.5.2 and then 0.6.0
2. Ledger device IOTA app version (IOTA>About>Version):
   IOTA 0.4.1
3. OS and version:
   Windows 7
4. Cannot add Ledger account even after wallet reset (Settings>Advanced Settings>Reset wallet) (y/n): Yes I can
5. Ledger uses an Index that is not 0 (y/n):
   Yes
6. Can you successfully add a non-Ledger account (y/n):
   Yes
7. You can get pass Choose your Ledger account index view successfully and pick an account name: (y/n):
   Yes
8. What error is appearing on the loading screen:
   The balance that appears in the account is zero when it should be 447.05 Miotas
9. What happens after the error appears:
   The account remains with zero balance
10. Is Ledger generating addresses on the Loading screen (Generating Addr... message appears several times on your Ledger device before the error appears) (y/n):
    No

[steffenroeber]

After a while working with 0.62 now I get again the node error:
Following log:

Same ledger, same ledger app. After reseting the wallet all is fine again. Using the 'old backuped' trinity folder in appdata gives same error again.

[steffenroeber]

After trying to restore wallet from Legder I got another error: Cannot connected to ledger. So I restarted the app on ledger and restoring finished successfully. but now my old backuped version from appdata also works. It seems that might be a bug in the connection with the ledger app/hardware.

[bsonnek]

I had this same issue - I noticed If I closed the Ledger Live App and only had Trinity open, the issue resolved itself.

[cvarley100]

As there are many different issues conflated into a single issue here I am going to close this one.

If you are experiencing any issues with Ledger try the following steps

1. Follow this guide https://trinity.iota.org/help/ledger/
2. If this doesn't help, make sure you have your Ledger account index saved (find it on Account Management > View Seed) and your non-Ledger accounts backed up, and reset your Trinity wallet

Please do open a new issue if the problem persists, giving full details.