Solve a synchronization error

A synchronization error may occur in Ledger Live when there is or has been a temporary problem with Ledger's blockchain explorers or network.

This problem can be solved by first updating to the latest version of Ledger Live, updating the firmware of the Ledger device, and updating the app of the crypto-asset, for example, the BTC app on your Ledger device.

Once everything is updated, clear the cache after the service has been restored.

Ledger's blockchain explorers are full nodes that validate, store, and index all the transactions on various blockchain networks. Ledger Live calculates the balance for each of your accounts by requesting the transaction history from the blockchain explorers. 

  Are your coins still safe?

Yes, your coins remain secure. During a synchronization error, Ledger Live cannot be used to manage your coins like sending, checking the correct balance, or staking. Your coins are safe on the blockchain and your private keys remain securely stored on your Ledger device. During the outage, you can use the third-party wallet of the troubled asset

Identifying a synchronization error

  • The following error codes indicate a synchronization error.
    • Synchronization error
    • API HTTP 403
    • API HTTP 503
    • API HTTP 500
    • API HTTP 400
    • 503 service unavailable
    • Server couldn't handle your request
  • See which crypto asset has a synchronization error by checking to the Accounts page or Send:

    Synchronization_error_2.png.      Synchronization_error.pngScreenshot_2022-09-28_at_14.05.45.png.     Screenshot_2022-09-28_at_14.06.32.png

Try synchronizing once the service is restored

  1. Make sure you are using the latest version of Ledger Live.
  2. Verify on status.ledger.com or on Twitter that the service has been restored
  3. Click on the Synchronize button in Ledger Live to see whether the synchronization error is resolved.
  4. If the problem persists, please clear the cache as explained below.

SYNC_2.48.gif

Clear the cache

This will only work if the network service has been restored.

  1. Go to Settings in Ledger Live by clicking on the gear icon on the upper right-hand side.
  2. Go to the Help tab.
  3. Click on the Clear Cache button.
  4. Click on Confirm in the window that appears. 

CLEAR_CACHE_2.38.gif

Still not solved?

  • Please rest assured, your crypto assets stay safe during a temporary outage of Ledger's blockchain explorer.
  • Your coins are stored on the blockchain network and the private keys providing access to your coins remain secure on your Ledger device.
  • You can always use an external wallet with your Ledger device. Check our list of supported crypto assets. For instance, you can use Electrum for Bitcoin or MyEtherWallet for Ethereum.

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