My wallet is not working, How can I fix it? | Troubleshooting 101

Do you know what to do if your screen goes blank? Are you getting a bizarre balance on your wallet's screen? are you trying to connect to a site and it's not going through? are you getting stuck at any moment when using Sequence Wallet?

There are many different things that could cause a problem with your computer. No matter what's causing the issue, troubleshooting will always be a process of trial and error to find what is not working the way it is supposed to be.

Are you getting a specific error message? Then before troubleshooting, read the error message article here (Soon to be published)

First and foremost, we recommend scanning through our articles at support.sequence.info we might have already a solution for that.

 

Then, you may start using the following troubleshooting tips:

1. Ctrl + Shift + R (hard reload site)

This is a keyboard shortcut used to perform a hard reload of a web page in a desktop web browser.

  • Press "Ctrl + F5" or press "Ctrl + Shift + R" (Windows,Linux)
  • Press "Command + Shift + R" (Mac)


2. Confirming system clock

Sometimes you may find an issue related to an out-of-sync device. This means your device's system clock might be on another date or hour and that can cause an error.
 
  • You'll need to confirm that your device's clock is exactly the same as the now shown in https://time.is/
 

3. Sign out and log in again

Even though this seems quite silly, it's one of the most useful ways to fix an issue. A quick log out of the wallet can help a lot if the experienced issue is a glitch of timing between actions.

  1. Click on your wallet address or image to open the dropdown options
  2. Click in Sign Out
    Sign_out_of_Sequence_Wallet.png
  3. Sign in again using the same credentials as you usually do.

If the problem persists, continue to tip 4 "Clear Cache"

4. Signing in with a "Guest Profile"

In order to discard the browser's user-specific, you should try signing in using the Guest/Anonym profile of your chosen web browser.
Using Mozilla Firefox? ⚠️ Note: Sequence doesn't support private browsing in Firefox.

 

Guest Profile is called in Google Chrome

Screen_Shot_2022-02-16_at_14.50_1.png

 

5. Clear Cache

Sometimes data, which is stored in the cache prohibits loading up-to-date contents. When you delete the stored cache data, the new version can be retrieved.

  1. Click in the options menu of your browser More
  2. Click More tools and
  3. then Clear browsing data.Screen_Shot_2022-02-16_at_12.25.18.png
    At the top, choose a time range. To delete everything, select All time.
  4. Next to "Cookies and other site data" and "Cached images and files," check the boxes.
  5. Click Clear data.

Screen_Shot_2022-02-16_at_12.29.41.png

If the problem persists, continue to tip 6 "Try in another Browser"

6. Try in another browser

Now we want to validate whether it is an issue related to the brand browser you're connecting to.

If you're using Chrome browser, try using another Web Browser (Mozilla Firefox, Safari, etc)

7. Try a different device

If the browser test didn't sort it out, maybe you should validate whether it is an issue related to the device you're connecting to.

  • If you're using your mobile device, please log in to your computer. 💻
  • If you're using your computer, please log in to your mobile device. 📱

8. Visit our community at Discord

Most of the time, the obstacle you're getting was also experienced by someone else before you. So it is very possible that in that case a member of our community has experienced that or knows how to solve it quickly.

Visit our Discord community by clicking here and if you can't find a previous question about this, you may also want to ask in the #support channel

9. Say "Reparo"

The Mending Charm, also known as the Repairing Charm (Reparo), was a charm that is used to seamlessly repair a broken object and worked on most materials inside Harry Potter's world. Unfortunately, unless you're a pro wizard, you should try the last tip 10. "Submit a support ticket".

Reparo.gif

Source: Harry Potter Fandom

 

10. Submit a support ticket

If any of these quick troubleshooting steps didn't work out, thank you for trying this first and we're sorry you had to go to all of these without a satisfying result. On the other hand, having the troubleshooting complete will help us move faster on our end to help you solve deeper this issue.

We suggest you can open a ticket by clicking on the button "Submit a Request" in the top right corner of this page.

You can also email us at support@sequence.build, and we’ll take a closer look. 

Do you want to know how is the best way to file a support ticket so it can be reviewed and solved faster? (Soon to be published)

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