Articles on: Getting Started

Basic troubleshooting

Wondering what to do when your screen goes blank or your wallet's balance looks weird? Having trouble connecting to a site or getting stuck while using Sequence Wallet? Computer issues can be caused by various factors. Regardless of the problem, troubleshooting involves a process of trial and error to figure out what's not working as it should.

Then, you may start using the following troubleshooting tips:

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)

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

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.

Click on your wallet address or image to open the dropdown options
Click in Sign Out

Sign in again using the same credentials as you usually do.
If the problem persists, continue to tip 4 "Clear Cache"

In order to discard the browser's user-specific features, 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

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.

Go to Options Menu of your browser > More > More tools > Clear browsing data.

At the top, choose a time range. To delete everything, select All time.

Next to "Cookies and other site data" and "Cached images and files," check the boxes.

Click Clear data.

If the problem persists, continue to tip 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)
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. 📱

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.

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

Updated on: 02/01/2024

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