Ledger Live crashes after update

You may experience a crash at launch after updating Ledger Live. Affected Windows users should download the Microsoft Visual C++ redistributable. MacOS and Linux users should update the Ledger Live app. Step-by-step instructions are found below.

crash_screen_2.2.png
This crash screen may be solved by installing the Microsoft Visual C++ redistributable on Windows

Windows users

  Windows 7

Please note that Ledger Live is not supported on Windows 7. If the solutions provided below do not solve your problem, we cannot provide any further support unless you try on a supported platform (macOS 10.10 (64-bit), Windows 8 (64-bit) or Linux Ubuntu 16.10).

Ledger Live version 2.0 may crash for some users, showing an error screen at launch. Do not click the Restart button, as this will cause device connection and synchronization errors.

Solution

If you see a red Reset button on the crash screen: 

  1. Close Ledger Live.
  2. Download and install the latest version of Ledger Live.
       You can safely ignore the potential antivirus Trojan warning. Our app is built with electron-builder 22.4.1, of which a recent NSIS version is falsely detected by antivirus scanners.

If you only see one blue button on the crash screen: 

  1. Close Ledger Live.
  2. Download the Microsoft Visual C++ redistributable package.
    Learn more about this on Microsoft's website.
  3. Open the vc_redist.x64.exe file that you just downloaded.
  4. The package will install the required components on your computer.
  5. You can now use Ledger Live again.

Linux or macOS

If you see a crash when starting Ledger Live on macOS or Linux, please install the latest version:

  1. You can download from ledger.com/ledger-live/download and optionally verify its signature here.
  2. If your password no longer works after the downgrade, please delete the user data folder. The password function is not compatible with a version downgrade. Choose your platform below:

MacOS

  1. Copy the following address:
    ~/Library/Application Support
  2. Open a Finder window.
  3. On the top menu bar, navigate to Go > Go to Folder or press the keyboard shortcut ⇧⌘G.
  4. Paste the address you copied at step 1 and click on Go.
  5. Locate the Ledger Live folder and delete it (drag to Trash or press ⌘ + delete keys).
  6. Start Ledger Live and choose the Skip device setup option when asked how to set up your device. Then add your accounts to restore your portfolio.

Linux 

  1. Navigate to the user data folder:
    ~/.config/Ledger\ Live
  2. Delete all files in the Ledger Live folder.
  3. Start Ledger Live and choose the Skip device setup option when asked how to set up your device. Then add your accounts to restore your portfolio.
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