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Hendrik51
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October 06, 2019, 04:47:35 PM
 #1

Hello,

I was using Jaxx like normal all day today. And then all of a sudden when I open Jaxx it won't load anymore. The screen stays blue with the "Jaxx Liberty" logo on it and the text "your gateway to all things crypto"

But my wallet just won't open.

The same happens after restarting my pc.

Is this a common thing to happen to Jaxx? Temporary technical error or so? Any ideas?
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Hendrik51
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October 06, 2019, 05:41:40 PM
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nobody?
TryNinja
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October 06, 2019, 05:46:22 PM
 #3

Do you have your seed backed up?

If so, try reinstalling it.

Also, are you talking about the desktop wallet or the browser extension?

Hendrik51
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October 06, 2019, 05:54:45 PM
 #4

Do you have your seed backed up?

If so, try reinstalling it.

Also, are you talking about the desktop wallet or the browser extension?

The problem is....I do not have the seed written down somewhere....very stupid, I know.

But even without the seed phrase Jaxx should be working. Just 3 hours ago everything was still fine. I opened Jaxx about 5 times earlier today and every time it loaded just fine. Now opened it already 10 times during the past 3 hours and it gets stuck at the blue screen.

I also have Jaxx on a different laptop (different wallet) and tested it out there. But there it loads just fine. Very weird and I have to say I'm worried.

I don't quite dare to upgrade to a newer version because I'm scared it might overwrite my old wallet and then I cannot open it anymore maybe.

Any ideas?

Talking about the desktop version btw.


Perhaps any things that might be of influence on the Jaxx loading?
Already tried:
-turning off firewall, did not help
-turning off VPN, did not help
-turning off wifi and switching to cable internt, did not help

Is there maybe something like a flash update or something else that could cause this loading problem?
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October 06, 2019, 05:58:45 PM
 #5

Jaxx was known as buggy and insecure wallet and as far as i remember, there are few people who had same problem.
If you have mnemonic words (sometimes mistaken as seed, seed phrase, words phrase or words backup phrase), then all you need to do is reset your Jaxx wallet (https://support.decentral.ca/hc/en-us/articles/218375737-How-do-I-reset-my-Jaxx-wallet-) or any wallet which support mnemonic words (such as Electrum).

Additionally, Jaxx Support mention this


9. Why can’t I load Jaxx Liberty? It freezes on the initial image screen.
                                

Depending on the platform you are encountering this issue on, there may be several reasons for this situation:

On Desktop and the Chrome Extension:

    - Make sure you have a strong internet connection.
    - Deactivate your VPN (as it can interfere with the app getting your wallet information),
    - Deactivate your firewall if you know it has verys trict policies and try to allow Jaxx Liberty full access to the network.

On mobile devices:

    - Check the Android or iOS version is above the minimum requirements (Android 6.1 or later and iOS 9.0 or later). Having an old operating system may cause the issue due to outdated technologies.
    - Some old devices that can run OS versions newer than the ones above could get the same issue due to not enough processing power.
    - Make sure to be using a strong internet connection and max network coverage also change between WI-FI and cellular mobile data to test it out.
    - Turn your VPN off.

If none of the above apply, we’re here to help. Please submit a ticket to our support team for further investigation.

I'm not sure how to solve this problem, but for starter you should backup folder generated by Jaxx, which located on %appdata% (Windows) or ~/Library/Application Support (Mac OS)

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October 06, 2019, 06:13:26 PM
 #6

Backup your Jaxx folder as advised above. Then go to your other laptop which is connecting to Jaxx, BACKUP the wallet that is in there (you should have done that for all wallets already), and then paste the whole folder (from this wallet that isn't connecting) in that one. See if it connects and if your wallet shows up.

If it does, backup it immediately. Never be lazy to the point of not safeguarding up your money. This is literally the first thing it shows up in most wallets, and they all say this is the only thing that can recover your coins if anythings happens.

Hendrik51
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October 06, 2019, 06:47:53 PM
 #7

Before I try all that, is there any way to find my backup phrase via a different route than opening the Jaxx Depktop version? I mean, for some reason it won't open but there has to be a way around it to still get to my backup phrase?

If not, then can you please tell me if the menu "view" and then "Toggle Dev Tools" could be of any use?
Will I be able to access my private keys or backup phrase via there maybe?

And last but not least: would it hurt if I go to the official Jax website and download the newest version (even though it should have already downloaded the newest version automatically I would assume)? Will it still recognize my old wallet after this or am I completely locked out then and there is no way anymore to restore my wallet? I'm a little scared to try this option.
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October 06, 2019, 06:52:17 PM
 #8

So, I'm not sure if Jaxx already fixed that, but there was an vulnerability which let you get your backup seed from the wallet files. And since they didn't care about it, maybe it still works.

Can you backup your Jaxx folder and try this? https://vxlabs.com/2017/06/10/extracting-the-jaxx-12-word-wallet-backup-phrase/#demonstration

Or just try what I said above as it won't risk your current wallet anyways (you are just copying the folder and pasting it in another device, where Jaxx works).

Hendrik51
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October 06, 2019, 06:55:00 PM
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So, I'm not sure if Jaxx already fixed that, but there was an vulnerability which let you get your backup seed from the wallet files. And since they didn't care about it, maybe it still works.

Can you backup your Jaxx folder and try this? https://vxlabs.com/2017/06/10/extracting-the-jaxx-12-word-wallet-backup-phrase/#demonstration

Or just try what I said above as it won't risk your current wallet anyways (you are just copying the folder and pasting it in another device, where Jaxx works).

The problem also is, I'm not really good with stuff like this. Have no clue to "backup a wallet" anyway.

All I usually do when installing a wallet on my PC is write down the seed phrase on paper. But in this particular case I forgot this.

Can you please read my previous post and answer on that?
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October 06, 2019, 06:55:29 PM
 #10

Before I try all that, is there any way to find my backup phrase via a different route than opening the Jaxx Depktop version? I mean, for some reason it won't open but there has to be a way around it to still get to my backup phrase?

AFAIK Jaxx no longer open source, so i don't see way to extract backup phrase from files generated by Jaxx.

If not, then can you please tell me if the menu "view" and then "Toggle Dev Tools" could be of any use?
Will I be able to access my private keys or backup phrase via there maybe?

If such option/menu exist, then you should see option to view or dump private key, seed, mnemonic or backup phrase.

And last but not least: would it hurt if I go to the official Jax website and download the newest version (even though it should have already downloaded the newest version automatically I would assume)? Will it still recognize my old wallet after this or am I completely locked out then and there is no way anymore to restore my wallet? I'm a little scared to try this option.

I wouldn't do that, unless there aren't any option and Jaxx support/community can't help you

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October 06, 2019, 06:57:33 PM
 #11

The problem also is, I'm not really good with stuff like this. Have no clue to "backup a wallet" anyway.

All I usually do when installing a wallet on my PC is write down the seed phrase on paper. But in this particular case I forgot this.

Can you please read my previous post and answer on that?
I'm giving you an alternative to make sure you have a backup of the wallet or the seed itself before trying to fix stuff (like reinstalling Jaxx). Why won't you do that?

What exactly do you want me to answer to? I don't use Jaxx. I can't answer if the wallet will be lost if you update it to a new version, or if you can get any data from the dev tools options. I'm suggesting you something I can work it to try helping you.

Hendrik51
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October 06, 2019, 07:05:44 PM
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The problem also is, I'm not really good with stuff like this. Have no clue to "backup a wallet" anyway.

All I usually do when installing a wallet on my PC is write down the seed phrase on paper. But in this particular case I forgot this.

Can you please read my previous post and answer on that?
I'm giving you an alternative to make sure you have a backup of the wallet or the seed itself before trying to fix stuff (like reinstalling Jaxx). Why won't you do that?

What exactly do you want me to answer to? I don't use Jaxx. I can't answer if the wallet will be lost if you update it to a new version, or if you can get any data from the dev tools options. I'm suggesting you something I can work it to try helping you.

I know mate, I appreciate your help a lot. But if you say "just back up the wallet" I have no clue how to do this at all.
That's what I meant to say. I'm a bit of a noob. I only know how to receive and send bitcoins but not much more than that.

I entered %AppData% in the explorer and it's searching for very long and finding all kinds of files....it's hard to find the correct one in this mass....how will the file I'm looking for be called?
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October 06, 2019, 07:13:42 PM
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I know mate, I appreciate your help a lot. But if you say "just back up the wallet" I have no clue how to do this at all.
That's what I meant to say. I'm a bit of a noob. I only know how to receive and send bitcoins but not much more than that.

I entered %AppData% in the explorer and it's searching for very long and finding all kinds of files....it's hard to find the correct one in this mass....how will the file I'm looking for be called?
Assuming that you have the desktop version of Jaxx (if it's not, let me know), do the following:

1. Go to %appdata% and copy the whole com.liberty.jaxx folder. Put it in a flash drive or zip it and put on google drive or something like this.
2. Now go to your other laptop where Jaxx is working, go to %appdata% and paste the folder from the previous step in there (replacing the older folder).
3. Try opening Jaxx and see if it loads your wallet from the pc where Jaxx wasn't loading. It it does, backup the seed normally.

Try this and tell me how it goes.

Hendrik51
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October 06, 2019, 07:56:58 PM
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I know mate, I appreciate your help a lot. But if you say "just back up the wallet" I have no clue how to do this at all.
That's what I meant to say. I'm a bit of a noob. I only know how to receive and send bitcoins but not much more than that.

I entered %AppData% in the explorer and it's searching for very long and finding all kinds of files....it's hard to find the correct one in this mass....how will the file I'm looking for be called?
Assuming that you have the desktop version of Jaxx (if it's not, let me know), do the following:

1. Go to %appdata% and copy the whole com.liberty.jaxx folder. Put it in a flash drive or zip it and put on google drive or something like this.
2. Now go to your other laptop where Jaxx is working, go to %appdata% and paste the folder from the previous step in there (replacing the older folder).
3. Try opening Jaxx and see if it loads your wallet from the pc where Jaxx wasn't loading. It it does, backup the seed normally.

Try this and tell me how it goes.

I performed the search for %AppData% and it took about 20 minutes to complete the search. It found 272 files and all of them have a weird and not completely visible name which does not make it easy to find Jaxx in there. So what I did next is just search on "jaxx" instead and this search went much quicker....it found a couple of maps, including the one called com.liberty.jaxx. But also maps called "Jaxx Liberty", "com.liberty.jaxx-updater" and some more.

So it's the first one I need to open and copy?

The following maps are in there:
blob_storage
Cache
databases
GPUCache
IndexedDB
Local Storage
webrtc_even_logs

All of these maps need to be copied?
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October 06, 2019, 07:59:15 PM
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I performed the search for %AppData% and it took about 20 minutes to complete the search. It found 272 files and all of them have a name which does not make it easy to find Jaxx in there. So what I did next is just search on "jaxx" instead and this search went much quicker....it found a couple of maps, including the one called com.liberty.jaxx. But also maps called "Jaxx Liberty", "com.liberty.jaxx-updater".

So it's the first one I need to open and copy?

The following maps are in there:
-snip-

All of these maps need to be copied?
Yes. Copy this whole folder.

Note: Only the com.liberty.jaxx and no the "Jaxx Liberty" or "com.liberty.jaxx-updater".

Hendrik51
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October 06, 2019, 08:49:44 PM
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I did what you told me....replaced the old folder with the same map from the laptop where the wallet was not loading....result....it loaded but with zero balance and zero transaction history....so it loaded the same version as was already on that laptop....did I do something wrong perhaps?
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October 06, 2019, 09:03:18 PM
 #17

Hmm, actually found out there are 2 maps called "com.liberty.jaxx"
One under AppData>Roaming and one under AppData>Local>Programs

I copied the 2nd one....maybe this was only the data of the shortcut menu on the desktop....maybe I need to copy the first one....I will try that now
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October 06, 2019, 09:13:05 PM
 #18

Oh no....now the copying and replacing of the maps went fine....and the result is: also on the other laptop the whole Jaxx wallet won't load now!

Same as on the first laptop where the problem originates from....screen stays blue (with just the Jaxx Liberty logo and the "Your gateway to all things crypto" text) and nothing happens. All I see is the menu items above called "File", "Edit", "View" and "Window" but this does not help me ofcourse...


Oh dear now I am really getting scared....any ideas what might be the problem?
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October 06, 2019, 09:15:15 PM
 #19

Oh no....now the copying and replacing of the maps went fine....and the result is: also on the other laptop the whole Jaxx wallet won't load now!

Same as on the first laptop where the problem originates from....screen stays blue (with just the Jaxx Liberty logo and the "Your gateway to all things crypto" text) and nothing happens. All I see is the menu items above called "File", "Edit", "View" and "Window" but this does not help me ofcourse...

Oh dear now I am really getting scared....any ideas what might be the problem?
Hmm... now try reinstalling Jaxx (on the other laptop the error started appearing). Just download the latest version, open the installer and install it normally.

We can play around with that without risking the first laptop wallet.

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October 06, 2019, 09:23:05 PM
 #20

Oh no....now the copying and replacing of the maps went fine....and the result is: also on the other laptop the whole Jaxx wallet won't load now!

Same as on the first laptop where the problem originates from....screen stays blue (with just the Jaxx Liberty logo and the "Your gateway to all things crypto" text) and nothing happens. All I see is the menu items above called "File", "Edit", "View" and "Window" but this does not help me ofcourse...

Oh dear now I am really getting scared....any ideas what might be the problem?
Hmm... now try reinstalling Jaxx (on the other laptop the error started appearing). Just download the latest version, open the installer and install it normally.

We can play around with that without risking the first laptop wallet.

Tried it, same result....still the blue screen only and no wallet visible!

Under the menu View>Advance>Toggle Dev Tools there is one error message: Failed to load resource: net::ERR_FILE_NOT_FOUND cordova.js:1

Is this any helpful info?
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