Can't connect to Rabby

[akovia]

Arch Linux
Brave/Chromium Browsers
BitBox-4.32.0-x86_64.AppImage
bitbox-bridge-1.5.0
FW 9.13.1

Not sure if I should ask here or at Rabby.

Haven't tried connecting in 8ish months, but now I can no longer connect. I tried removing and reinstalling the extension, and that didn't help. Also have the latest Bitbox app, Bridge, and firmware installed.

I see the pairing code flash on screen for about a second, then disappear with a message
Please check the connection with your wallet

I see the TX, RX messages in the Bridge all from the CLI. Not sure what is safe to post, so here are just the last 4 lines I'm seeing.

[2023-03-26T18:08:42Z INFO  bitbox_bridge::web] WS RX: Close(None)
[2023-03-26T18:08:42Z ERROR bitbox_bridge::usb] dev channel closed
[2023-03-26T18:08:42Z INFO  hidapi_async] No more wakers, shutting down
[2023-03-26T18:08:42Z INFO  hidapi_async] device read thread joined

If this needs to be posted at Rabby, please let me know.

Thanks!

[akovia]

Being on Arch Linux, I was not able to use an installer. Instead I just installed it to a bin folder under my home directory and created a desktop file to launch it into a terminal so I could see what was going on. Everything worked before, so I had no reason to question it.

After trying other web wallets and getting the same results, I stumbled on some troubleshooting steps over on MEW's website. It indicates to verify that the service is running.

I had no idea that a service was even included, and I never installed one. After looking into the files a little more, I see there is one. Is this something I need to install?

[akovia]

It's really unnerving when you can't access your funds.

Am I not getting a response because I've overlooked something simple, or is this unfixable right now?

[thisconnect]

hi @akovia

please contact support@shiftcrypto.ch ideally provide also log file as described here https://shiftcrypto.support/help/en-us/15-other/101-support-files

I see the pairing code flash on screen for about a second, then disappear with a message
Please check the connection with your wallet

I assume that is in Rabby? Could you try to pair with BitBoxApp first, then close BitBoxApp (as only 1 application can have a connection to BitBox02 at the same time) & then the try again with Rabby?

Just FYI, afaik Chromium might use WebHID so that should work without the bridge, but I am not sure about Brave.

[akovia]

My log file is 15mb. Are you able to accept or even want a file that big, or should I just send a partial of when the problems started? Also, I scanned the file and can't tell if there is sensitive data included or not. Do I need to do any sanitation?

Have tried with every possible scenario I can think of with Brave/Chromium, with the app open, opened first then closed, with MEW in both browsers, but nothing works. Chromium appears to need the bridge (for Rabby) as it doesn't flash the pairing code before the error message unless the bridge is active. Chromium with MEW indicates it's "paired" via HID, but when I select the Connect button, I get the error Failed to open device. Please try again.

Also, when it flashes the pairing code in Rabby, you can briefly see the screen on the bitbox prompt to enter a code, but then just returns to the screensaver.

I see tons of errors about rates not being available in the log, but they seem innocuous. Haven't seen the rate graph work in the BitBox app for days now, so I'm sure that's connected.

The handshake errors seem relevant though.
error="handshake must come first

Please let me know about the log file and I'll send a support request to the email listed.

[benma]

Failed to open device. Please try again.

This indicates that another app is connected to the BitBox02, like the BitBoxApp or some other web wallet. Please make sure only one wallet is connected at once. For example, if you are trying MEW, then close the BitBoxApp and Rabby beforehand.

Does the BitBoxApp work normally (except for the exchange rates issue which is being resolved?)? If so, we probably don't need the log file at all, as the log file pertains only to the BitBoxApp and not MEW or Rabby. If there is a USB connection issue in the BitBoxApp, then sending the log file would be useful.

The handshake errors seem relevant though. error="handshake must come first

This is actually harmless and not relevant.

[akovia]

Hi @benma,
Not sure why I didn't get an email notification this time you replied.

I'm at work now, but I'm certain that I have tried when there was only a single app (rabby/mew) trying to access the device. The app itself works perfectly other than the rates, so I guess I can omit the log.

Failed to open device. Please try again.

I get this error no matter what I tried. It is immediate if I did have the app open in the background, but comes up after I see the pairing code flash on screen when the app is not open. You can see that it is communicating with with the device because it will bring up the screen to enter the device password, but it goes away almost immediately, and then I get the error in the browser. It acts the same in both Brave and Chromium.

I will go ahead and email a support request as instructed when I am home.

[thisconnect]

@akovia did you contact support? also please let us know if there is an update.

[akovia]

@benma Sorry, my hair has been on fire for a few days.

Just sent it now. Thanks!

[thisconnect]

was this issue resolved, if yes what was the solution?

[akovia]

was this issue resolved, if yes what was the solution?

The solution was I purchased a Ledger and have been able to do what I needed there.
Otherwise, everything works on Windows, but I don't want to fire up my laptop every time just for for this. (and the Windows platform itself is terribly insecure)

Linux support will always be low on the list and for good reason as it's such a small market share. I'm not mad about it, but it's just a reality. I wish I had more time to contribute in troubleshooting this out to it's conclusion, but I don't. :/