Ledger error: Unable to reset the device

[ghost]

We have several users report the error "Unable to reset the device" when trying to connect their Ledgers.
One person solved it by changing to the Edge browser, others have the same issue in the Edge browser, though.

I don't have a lot of data yet, but definitely notice an uptick of tickets for this particular error.

[jacogr]

That comes from the Ledger itself, so it sites there. Would suggested logging with ZondaX they would know why. (The UI only reports what the integration layer says)

EDIT: Seems like a known Ledger thing - https://www.reddit.com/r/ledgerwallet/comments/c12igx/cannot_access_my_ledger_on_mew_or_mycrypto/

[douglasdeodato]

I got the same issue using: chrome Version 87.0.4280.66 (Official Build) (64-bit) , problem solved after switch to edge. I would say the problem it is in this chrome build?

[jacogr]

Could very well be - the Ledger JS libs has not had any updates recently (from an apps UI perspective), so quite weird that it happens "all of a sudden". I will bump the underlying LedgerHQ WebUsb libraries to in the next 30 mins (from 5.28 -> 5.30), that may make things better, but it is a hope more than anything else.

[jleni]

Yes, the problem seems to be in the usb transport library and/or chrome. Very likely a recently release chrome version triggers this issue. There have been no changes in the libraries or app. Nevertheless, we are talking to Ledger to understand if they've seen this issue already in the field.

[jacogr]

From here https://bugs.chromium.org/p/chromium/issues/detail?id=1150758&q=WebUSB&can=2

"We are rolling out enabling chrome://flags#new-usb-backend by default in M-87. "

So it seems it could very well be Chrome-related on 87+

[jacogr]

If you are affected, would suggest going to chrome://flags#new-usb-backend and disabling it and seeing it is improves.

[TechMagy]

@jacogr the disabling worked nicely. Thank you! #4049 (comment)

[julian191919]

Hello guys! Do you know why I cannot connect with my ledger on polkadot.js and it appears me the message “ unable to reset your device “

[jacogr]

@julian191919 The solution for this Chrome regression is 2 comments above yours, the comment above yours indicated that it does work and links to the exact same comment. I'll re-iterate the comment made above -

If you are affected, would suggest going to chrome://flags#new-usb-backend and disabling it and seeing it is improves.

[douglasdeodato]

@jacogr will be chrome fixing that? how is the next step? thanks.

[jacogr]

For Chrome-related bugs, refer to the issue I linked above. Last update there is that after Thanksgiving they will take a further look (Some comments also seem to suggest of rolling back this flag)

TL;DR Have no insight into Chrome and their process at all, apart from the issue linked.

[ercab24]

I have the same problem today I am trying to use my ledger and move some token that I have there and I have that problem. I have tried with Firefox, Brave and it is the same problem. Does anyone know how to solve this? What other option can you give me to move the assets?

[jacogr]

The latest LedgerHQ libraries addresses this issue, see https://github.com/LedgerHQ/ledgerjs/releases/tag/v5.34.1

#4160 pulls in the updated libraries.

[polkadot-js-bot]

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