This guide outlines key troubleshooting steps to restore account visibility when your BitBoxApp fails to load your accounts, which is often due to network connectivity issues.
Initial quick checks
Let's start with some simple steps that can often resolve loading problems.
- Update your BitBoxApp. Make sure you're running the latest version. You can download it from the official BitBox website.
- Restart the BitBoxApp. Completely close the application and then open it again.
- Restart your computer. A full reboot can clear up temporary glitches that might affect the app's connection.
- Check your VPN. If you use a VPN service, try temporarily disabling it or switching to a different server location.
- Review Tor proxy settings. If you have enabled the "Tor proxy" option in the BitBoxApp settings, ensure Tor is properly configured and running on your computer. If you do not intend to use Tor, disable this option.
- Try a different network or device. If possible, connect to a different network, like your phone's hotspot. You can also test the BitBoxApp on another supported device, like an Android phone.
Firewall and network configuration
Sometimes, network firewalls can block the BitBoxApp from connecting to the necessary servers. If your Bitcoin or Litecoin accounts are not loading, your network may be blocking these connections. You may need to ask your network administrator to permit connections to the following addresses:
btc1.shiftcrypto.io:443btc2.shiftcrypto.io:443ltc1.shiftcrypto.io:443ltc2.shiftcrypto.io:443
If you are using the BitBoxApp in testnet mode, the following connections need to be allowed:
tbtc1.shiftcrypto.io:443tbtc2.shiftcrypto.io:443tltc1.shiftcrypto.io:443tltc2.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.
Reset custom settings
If you have customized your connection settings under Connect your own full node in the app, try clicking Reset to default and connecting again.
Still having trouble?
If you've worked through the steps above and your accounts are still not loading, our support team is ready to help. To diagnose the issue faster, please include the following details in your support request:
- The results of trying a different network (e.g., did it work on your phone's hotspot?).
- Your computer's operating system (e.g., Windows 11, macOS Sonoma).
- The BitBoxApp version and your BitBox02's firmware version.
- A brief summary of the troubleshooting steps you have already tried.
- Your BitBoxApp log files. Learn how to find them in our guide: How to get the BitBoxApp log files.
You can contact us through the official BitBox support portal.