When BitBoxApp fails to load your accounts, network connectivity issues are often the culprit. This guide outlines key troubleshooting steps to help restore your account visibility.

Initial quick checks

Let's start with some simple steps that can often resolve loading problems:

1. Update your BitBoxApp: Make sure you're running the latest version. You can download it from https://bitbox.swiss/app/ 
2. Restart the BitBoxApp: Completely close the application and then open it again.
3. Restart your computer: A full reboot of your computer can clear up temporary glitches that might be affecting the app's connection.
4. Check your VPN: If you are using a VPN service, try temporarily disabling it or switching to a different server location to see if that resolves the issue.
5. Review Tor proxy settings: Have you enabled the "Tor proxy" option in the BitBoxApp settings? If so, ensure Tor is properly configured and running on your computer. If you're not intending to use Tor, disable this option and restart the BitBoxApp.
6. Try a different network or device: If possible, connect to a different network, such as your phone's hotspot. Alternatively, test the BitBoxApp and connection on another supported device, like an Android phone, to see if it functions correctly in your environment.

Firewall and network configuration

Sometimes, network firewalls can block the BitBoxApp from connecting to the necessary servers.

If your Bitcoin or Litecoin accounts aren't loading, your network's firewall might be blocking connections to our nodes. You may need to speak with your network administrator to ensure the following connections are permitted:

• btc1.shiftcrypto.io:443
• btc2.shiftcrypto.io:443
• ltc1.shiftcrypto.io:443
• ltc2.shiftcrypto.io:443

If you are using the BitBoxApp in testnet mode (which is less common for most users), the following connections need to be allowed:

• tbtc1.shiftcrypto.io:443
• tbtc2.shiftcrypto.io:443
• tltc1.shiftcrypto.io:443
• tltc2.shiftcrypto.io:443

Connecting to your own full node?

If you've configured the BitBoxApp to connect to your own full node, issues with this connection can prevent your accounts from appearing.

• Verify node connection: Double-check that your full node is online, synchronized, and accessible from the computer running the BitBoxApp. Occasionally, users discover that their connection to their full node was interrupted.
• Reset custom settings: If you've customized your connection settings under "Connect to own full node" in the BitBoxApp, try clicking "reset to default" and then attempt connecting again. Review any custom network configurations you've applied.

By following these steps, you should be able to identify and resolve most network-related issues that prevent your accounts from loading in the BitBoxApp.