Beware of phishing attacks, Ledger will never ask for the 24 words of your recovery phrase. Never share them. Learn more

Troubleshooting Ledger Live network issues

This article explains how to troubleshoot Ledger Live network issues.

Before you start

Troubleshoot Network Connectivity in Ledger Live Desktop

Ledger Live Desktop now offers a feature to assist in diagnosing network-related issues. To access this feature:

1.  Go to  Settings.

2.  Navigate to the Help section.

3.  Select Troubleshooting Network.

Screenshot 2024-02-06 at 2.41.48 PM.png

4. If any test results come back red, go to our Network Troubleshoot website in your browser.

Indicator colors

Green in Ledger Live: No issue with Ledger backend.

Red in Ledger Live: Visit Network Troubleshoot website on your browser.

Green in browser: Contact Ledger support.

Red in browser: Likely system-wide issue or outage in your environment. Try toggling your VPN, temporarily disabling firewall, or try on a different browser. Contact Ledger support if issue persists.

Network connectivity fixes

Restart your computer

Restarting your computer can help to refresh the system and clear out any temporary bugs or glitches that may be causing connectivity issues.

Close other computer applications
Closing unnecessary computer applications can help free up system resources and improve network performance. 
Check your internet connection

A frequent challenge faced by users is a slow or unstable internet connection, which can interrupt synchronization with the blockchain networks and lead to errors during transaction execution. To avoid this, it is recommended to use an alternate internet connection if your current one is causing connectivity issues. Additionally, trying different networks or switching between a wired and wireless connection can also help.

Turn off VPN or anti-virus

It's important to note that using VPN, proxy, or antivirus software can also conflict with the Ledger Live app. Try disabling these programs to see if the problem persists. 

Work computers - system administrator restrictions
Work computers often have robust security protocols, firewalls, and proxies in place, which may interfere with the connectivity to the Ledger Live app. Try using a personal computer, laptop, or mobile phone to see if the issue persists.
Having trouble accessing My Ledger or doing the Genuine Check?
If you're having trouble accessing My Ledger or completing the Genuine Check, the issue may be on our end. Please check the status of our Ledger Live Manager server. If it's showing as yellow, orange, or red, please bear with us while we work to resolve the problem. If the issue persists, please don't hesitate to contact our support team for assistance. 
Experiencing difficulties adding your accounts, encountering synchronization issues, or facing transaction issues? 
We recommend checking our Ledger status page to see if any of our explorers are currently experiencing downtime. If this is the case, we kindly ask for your patience as we work to restore normal operations. Should the issue persist, please don't hesitate to file a support ticket and our team will be happy to assist you.
Other complications - such as USB problems? 
If you suspect the issue you're facing is related to a USB or connection error, we recommend reviewing our support article for troubleshooting steps and solutions. However, if the problem persists and you believe it to be something else, please don't hesitate to file a support ticket with us.

Was this article helpful?