Ledger Live Problem on Windows

[crwth]

Has anybody experienced where you have updated your Ledger Live, and it doesn't show up anymore? After updating it, I'm worried that it has something to do with that, but I am confident that I got the update from the legitimate site. Let me give you a more precise explanation.

• So I was planning to transfer some of my funds on my desktop (I rarely use this PC, only when transacting)
• I typed on the Taskbar "Ledger," and it should show the Ledger Live Program
• Program opens, type the password, etc. (All typical ways when opening the program and transacting)
• There's a pop-up for an update, then I updated it
• Suddenly, I cannot see it as an installed program. Nothing anymore in the taskbar when typing "ledger" just the installer of it

Has anybody experienced this? I have done a couple of re-installations or something. I'm not sure if my anti-virus software causes it, but I doubt it, it should prompt, and I monitored it carefully too. I'm not sure if my PC got compromised or something. I'm just worried about my security with it. I'll probably not use that wallet, or I will reset the Ledger Nano S. Either way, I hope it's not critical.

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[Rath_]

Have you tried locating the Ledger Live folder in Program Files? You should be able to launch the program manually from there. Windows Search doesn't work well in some cases.

I'll probably not use that wallet, or I will reset the Ledger Nano S. Either way, I hope it's not critical.

There is no need to. Your private keys never leave the hardware wallet. The biggest advantage of hardware wallets is that you can use them even on infected computes. You are safe unless you approve some shady transaction manually.

[crwth]

Have you tried locating the Ledger Live folder in Program Files? You should be able to launch the program manually from there. Windows Search doesn't work well in some cases.

I did, and I even deleted the whole folder. I didn't find any executable too.

There is no need to. Your private keys never leave the hardware wallet. The biggest advantage of hardware wallets is that you can use them even on infected computes. You are safe unless you approve some shady transaction manually.

Well, At least I know I'm safe with that. The only way they could access the wallet is to have the recovery seeds right? The phishing techniques that are in some threads here.

[Rath_]

I did, and I even deleted the whole folder. I didn't find any executable too.

That's weird. There should be at least the uninstaller. Check Windows Defender and your anti-virus software. The latter might be the case even if it doesn't prompt anything. You can also try re-downloading the installer from here.

Well, At least I know I'm safe with that. The only way they could access the wallet is to have the recovery seeds right? The phishing techniques that are in some threads here.

Yes, never enter your seed outside your hardware wallet. If you need to enter it in Electrum in case you lose the wallet, it would be wise to create a new wallet and transfer your funds there.

[Pmalek]

This thread got me thinking. I update the Ledger Live by clicking on the update notifications as well. Is that the only way to do it and has there ever been an incident similar to the Electrum phishing attacks on the Ledger Live app? Maybe I should reconsider this approach.

Clicking on the download button on the official site doesn't show which version it is.
Is the newest version always available here: https://shop.ledger.com/pages/ledger-live ?

[bob123]

Is that the only way to do it and has there ever been an incident similar to the Electrum phishing attacks on the Ledger Live app?

Ledger live does not connect to random server, but to their own server.
A phishing attack like the one using malicious electrum server is not possible.

Even when, the only way for a malicious application to get your coins, is if you manually confirm a transaction to the attackers address.

If you double check the address and amount of each outgoing transactions, you won't lose your funds.

Is the newest version always available here: https://shop.ledger.com/pages/ledger-live ?

Should be, most probably.

But you can download the newest (or older) version(s) from their github: https://github.com/LedgerHQ/ledger-live-desktop/releases.

[crwth]

That's weird. There should be at least the uninstaller. Check Windows Defender and your anti-virus software. The latter might be the case even if it doesn't prompt anything. You can also try re-downloading the installer from here.

That's the first thing I did, redownload from the same website and I doubled checked it too. I will screenshot it later and try it again later when I get back home.

Yes, never enter your seed outside your hardware wallet. If you need to enter it in Electrum in case you lose the wallet, it would be wise to create a new wallet and transfer your funds there.

All this time, my mindset with my Ledger is that if I lose it, I need to buy another Ledger. I never thought of using Electrum and entering the seed there. Thanks for that.

If you double check the address and amount of each outgoing transactions, you won't lose your funds.

The hardest thing to do in a Ledger Nano S is to double-check it while it's moving. You know I would like to get everything right with the letters but it's hard when it's constantly changing lol.

Anyway, is that how they check the authenticity of the device as well? Connecting to their own server?

[Rath_]

Anyway, is that how they check the authenticity of the device as well? Connecting to their own server?

Yes, every Ledger device is given a secret key during manufacturing process. The key proves device's authenticity when connecting to Ledger's servers. If a device is not genuine then a warning is displayed. The same applies if the software was modified.

[Lucius]

This is first time I see such problem with Ledger Live, and by what you write it seems that something is preventing new version of Ledger Live to run on your OS. I guess you have this problem on W10, and not on W7?

I agree with BitCryptex that you should check all security software on your PC, try to install fresh copy of Ledger Live, but this time turn off your AV and all programs that can come into conflict with installation. You can also try to pair your Ledger with Electrum, just for the sake of checking that everything is good with device.

For more help post your problem on Ledger GitHub : https://github.com/LedgerHQ/ledger-live-desktop/issues

[bob123]

The hardest thing to do in a Ledger Nano S is to double-check it while it's moving. You know I would like to get everything right with the letters but it's hard when it's constantly changing lol.

Well, you don't need to check every single letter.  Checking the first 4-5 and the last 4-5 is enough.

Just look at the address you want to send the funds to before giving the nano s the TX to sign, remember the first few chars, then send it to your nano s and check the first few letters whether they match.
When they have moved off the screen, look at the address on your PC again and remember the last few. Then wait for them to appear on your nano s.
Works good for me.

Anyway, is that how they check the authenticity of the device as well? Connecting to their own server?

The nano s checks the integrity of the firmware upon installing it by verifying its signature.
Each firmware package/update is signed by ledger. No connection to the server is necessary for this verification process.

Additionally the signature of each app is verified upon starting it.
If you start an application which is not signed by ledger, you'll get a 'non genuine app' warning on its screen.

[HCP]

Possibly a "stuck" aka ghost process?

If you haven't already trying checking Windows Task Manager to see if there is a Ledger process still running in the background and/or try rebooting. Then try re-installing Ledger Live using the installer from: https://shop.ledger.com/pages/ledger-live

[sunsilk]

I've read all the suggestions that you have. When there are updates, I never such problems like yours.

Anyway crwth, have you tried posting this on their reddit?

https://www.reddit.com/r/ledgerwallet/

[crwth]

Yes, every Ledger device is given a secret key during manufacturing process. The key proves device's authenticity when connecting to Ledger's servers. If a device is not genuine then a warning is displayed. The same applies if the software was modified.

At least there would be verification for the authenticity which is good for us, the users.

This is first time I see such problem with Ledger Live, and by what you write it seems that something is preventing new version of Ledger Live to run on your OS. I guess you have this problem on W10, and not on W7?

I haven't tried it on W7 because I don't have that anymore. Anyways, I did remember that ever since that update, the previous version of Ledger Live is gone, even in the program files, there's no executable. I would also check some of the possible software that could interfere with the process.

Well, you don't need to check every single letter.  Checking the first 4-5 and the last 4-5 is enough.

I think it's just the paranoid self in me that wants to see it, but I think doing the 4-5 letters is enough as well.

Possibly a "stuck" aka ghost process?

If you haven't already trying checking Windows Task Manager to see if there is a Ledger process still running in the background and/or try rebooting. Then try re-installing Ledger Live using the installer from: https://shop.ledger.com/pages/ledger-live

Well, that's the thing, after installing the program, there is nothing left with the program files. But I haven't restarted my PC just to re-install it, I just used the Ledger Live on my laptop. I haven't had the chance to try it on my desktop.

I've read all the suggestions that you have. When there are updates, I never such problems like yours.

Anyway crwth, have you tried posting this on their reddit?

https://www.reddit.com/r/ledgerwallet/

Luckily, you didn't experience it. I don't know what is happening but I haven't focused on it yet but maybe let's see later.  I will try to post it on Reddit once I have screenshots of the problem.

[sunsilk]

I've read all the suggestions that you have. When there are updates, I never such problems like yours.

Anyway crwth, have you tried posting this on their reddit?

https://www.reddit.com/r/ledgerwallet/

Luckily, you didn't experience it. I don't know what is happening but I haven't focused on it yet but maybe let's see later.  I will try to post it on Reddit once I have screenshots of the problem.

Yeah so far I didn't have, I just update it whenever there's an available update that the live itself suggested.

Post it there, ledger management is more active on that channel.

[erikalui]

I am also facing a problem with Ledger Live. I need to click on Ledger Live atleast 5-6 times before it starts else it is present in the list of processes in Task Manager but doesn't launch. I had to click on it 6 times last time and had to keep ending the processors before re-launching it while last time it started after the second attempt. I got the updated version so don't know why it doesn't start after the first attempt.

[o_e_l_e_o]

I am also facing a problem with Ledger Live. I need to click on Ledger Live atleast 5-6 times before it starts else it is present in the list of processes in Task Manager but doesn't launch. I had to click on it 6 times last time and had to keep ending the processors before re-launching it while last time it started after the second attempt. I got the updated version so don't know why it doesn't start after the first attempt.

What version of Windows are you using? Ledger Live is pretty notorious for not functioning properly on anything older than Windows 8. Does it work normally once it has launched? How long do you wait before killing the process? It might just be that it needs some extra time to load.

If you are using Windows 8 or 10, then the best I could suggest would be to uninstall and reinstall Ledger Live. Alternatively, you could not use it at all and move to pairing your Ledger device with a wallet like Electrum for your bitcoin.

[Lucius]

What version of Windows are you using?

I doubt he is using W7, in my case it's actually impossible to keep Ledger Live open more then 1-2 minutes before it crash, and Ledger is not working in any fix for this OS, he is officially abandoned from any support.

In cases like this, users should remove Ledger Live completely which includes deleting his installation folder which is usually located on the path C:/Users/Home/AppData/Roaming. After deleting and restart of PC, it is recommended to download the latest version.

[erikalui]

What version of Windows are you using? Ledger Live is pretty notorious for not functioning properly on anything older than Windows 8. Does it work normally once it has launched? How long do you wait before killing the process? It might just be that it needs some extra time to load.

If you are using Windows 8 or 10, then the best I could suggest would be to uninstall and reinstall Ledger Live. Alternatively, you could not use it at all and move to pairing your Ledger device with a wallet like Electrum for your bitcoin.

I am using Windows 10 and have installed the latest version. It works normally after that but keeps getting logged out if I remain inactive for like 15 minutes. I reinstalled it twice and now it opens on the second attempt.

Electrum is risky as after hearing so many members losing their coins due to fake popups, I'll never choose it. Till now nothing wrong has happened with Ledger Nano.

[Rath_]

Electrum is risky as after hearing so many members losing their coins due to fake popups, I'll never choose it. Till now nothing wrong has happened with Ledger Nano.

Even if you updated to a fake version, your coins wouldn't be stolen. You have to review every transaction on the in-built screen. You would notice right away if something was wrong. Electrum offers far many more features than Ledger Live and the phising method you mentioned doesn't work anymore if you have the latest version.

[o_e_l_e_o]

It works normally after that but keeps getting logged out if I remain inactive for like 15 minutes.

This is intended; it is a security feature to prevent other people viewing your accounts if you have stepped away from your computer. If you don't like it, you can adjust the time up to an hour or disable it altogether by clicking on the "Settings" icon in the top right of Ledger Live and changing the "Auto-lock" settings under the "General" tab.

Electrum is risky as after hearing so many members losing their coins due to fake popups

You can't lose your coins simply because of a fake pop up. The fake pop up required users to follow a fake link, download fake software, install the fake software, and open their wallet with it. If you follow the recommended steps for properly installing Electrum (i.e. only ever download from "electrum.org" and verify all files before installation), then you can't be fooled by attacks like this. In addition, this has already been patched for many months, and is only continuing to affect users using outdated versions. In further addition, if you were using Electrum with a hardware wallet (as you would be), this wouldn't be effective as you would still have to confirm any transaction on your Ledger device just like you do at the moment using Ledger Live.

Electrum isn't risky. Users with poor security practices are risky.