Can't access to my wallet anymore #1528
Comments
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If you did any testing with this other address we would be able to tell. What we are going to do is inspect the ethereum addresses and see if we can understand what happened. Can I ask, what addresses do you have knowledge of? We need some reference points to start with. |
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Here is the public adress where are my funds : Here is the first adress in the list when I connect my Ledger since then on mew : |
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I can prove that it comes from me as I have sent them from Binance/Huobi using my accounts |
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And what is the address on your ledger? see here As far as searching the dump, look for the address string without the starting |
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Here is the first adress in the list when I connect my Ledger on Mew (since it has changed) : |
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Did you manage to understand what happened? |
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Hello, So I'm 100% sure now that I did not create this account from scratch in Mew, but rightly used my Ledger. |
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Please help... |
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Are you still.on the eth network? Have you tried switching the paths at the top on the ledger pop up? |
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Yes I am on Ethereum network, and I tried switching the paths, I can see a change in the address list below, but I never see mine. |
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When you say ethereum network, you mean the option on the top right corner of mew page? |
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I tried to switch to other networks, but it seems to me that it doesn't change the address list, am I correct? |
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Hello, I have some new informations, I don't know if it's useful but here they are : I reconnected the Ledger tonight, I wanted to make a test to send a very little amount of tokens to my current public address (which is not he one I sent my funds on - just to remind you). You can see the steps on the screenshots. What I am wondering : is it possible that the is a bug, either in mew or with the Ledger, which could explain this current bug, and also the fact that I can't find anymore my standard eth address?? Please have a carefull look, thanks again...
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Go to the top-right corner and select the currency you want. It looks like you have it on epool.io for etc right now. If your ledger got corrupted, I can only wish you the best :(. My advice would have been to print out as many copies of the wallet file as possible - if you can't recover the private key, you may very well be stuck. However, try digging deeper into your browser cache and see if you can get any keys, or, for that matter, anything. |
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I don't understand your answer... |
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If the ledger or derivation path were corrupted or not recognised by MEW, you likely won't be able to get a private key for that address. As for why it is in ETC, just change the node in the top-right to an ETH node. |
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Ok... But I am sure to have done all my transactions in a correct way, via
the ledger, with the correct derivation path, etc etc
In your first answer you told me : "What we are going to do is inspect the
ethereum addresses and see if we can understand what happened."
Did you manage to get any information ? Do you know when the address was
created for instance?
Are you telling me that I just lost $20k and nobody can't do nothing??
2018-01-17 13:03 GMT+01:00 Andrew Athalye <[email protected]>:
… If the ledger or derivation path were corrupted or not recognised by MEW,
you likely won't be able to get a private key for that address. As for why
it is in ETC, just change the node in the top-right to an ETH node.
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To put it simply, the Ledger stores the private keys inside the device. If it no longer has the private key for an address, you can't get the tokens out. This is why you back up the Ledger. Rather than trying to figure out why connecting the Ledger is giving you issues (which is a separate problem), let's start with getting you access to your coins. As part of the setup for the Ledger you wrote down some keywords/paper wallet, etc... correct? Using that information we can make sure you still have access to your tokens. |
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Ok, I listen to you! And yes, I understand how works the Ledger (I am not an expert, but I am a software programmer for 20 years, so not to noob I hope...). So yes I wrote down the passphrase, and what I did at some point is reset the Ledger, reinit it with my passphrase, and reinstall the ETH app. |
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Sorry if I seem upset, but it's a lot of money for me, I am really panicking for 4 days. |
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With my analysis of the image of the hard-drive + ram dump (3 hours after the transfert), I managed to see the 3 test wallets I created with MyEtherWallet cx, and to rebuild the private key Jason files. But these were just tests with different addresses, and I didn't use them to store/send anything. I also managed to see that I created a watch only one on the good address, but apart this, all the occurrences of the address in the cache files are access to view the transactions on etherscan.io. For all these reasons I have no doubt anymore about the fact I uses the Ledger properly to get the address which I used to send the funds to. That's all the informations I can give you for now, but if you point me something to search in the backups I can dig further too. |
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This is a new development, that is welcome. My contact with Ledger is disappointing. This connection may help get to a solution. How do we consolidate notes? |
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I'm new to github, I don't know how to do this... |
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With this new development maybe Ledger will be more active. This helps the community(s) find a common solution. I am new to gethub as well |
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Ok great.... I hope I'll lead to a solution, as you can see for me it's a lot of money involved :( But I also guess that it must be a problem related to various API synchronisations between all the wallets teams and Ledger, so it's good to have advices here on Github also (but as you can see, unfortunately not so many answers too... Each time I get a message, I answer in a few minutes, and I get the next message 24 hours later...). Do you know if Alexandre is french? Is he the only guy in the support team?? I am french and live in Paris, I am so upset that I was considering go to their office direcly lol... But in a way it could be useful as I could talk or even bring my device to the technical team, maybe it would be easier to get a diagnosis... |
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This 24 hour response is what we get from when dealing around the world. I just received this to my email from ledger - standard immediate reply Thank you for contacting Ledger. ** Important ** Due do recent high volume of orders, current 1st reply time is between 1 to 10 business days. We will do our best to reply as fast and as efficiently as possible. Our support office located in France (CEST time zone) and our team works from Monday to Friday, 9am to 6pm - often staying much later than that to help our community :) ! Please note that updating your request or creating a new request would sort it in the most recent and therefore increase our reply time. ** Please check our FAQ ** In the meantime we recommend that you have a look at our FAQ. We are updating daily the most frequent questions so that you can get fast answers: https://ledger.zendesk.com/hc/ Cryptocurrencies are a quickly expanding and a fast moving market. Every day more & more new users are looking for information, solutions, and asking questions,… We are trying to give the best answers to everyone but please be patient! Here is your ticket ID: #125050 Sincerely yours, The Ledger Customer Support team |
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ok, well I'll try to offer them to bring my device directly to the office then, maybe it would be easier... |
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I don't think so... |
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I made a google form for all the people with the same issue, you can fill it, Ledger support has the link to check all the data. |
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The issue from @tacamaniac has been solved. The problem came from the fact he restored his Nano S with the wrong backup. Other similar issues were caused by a temporary passphrase, and subsequently solved. I'm mentionning these information as it may help others in the same case. Ledger is taking all bug reports seriously and is investigating the issues mentionned here. However analysis can be complex and very long because it involves third party software or apps (MEW, NeonWallet, NEO Nano S app, etc). Eric Larchevêque |
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@EricLarch |
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Thank you for responding here. We are glad to see you here. Notices of this solution are also posted on my Neo Gethub thread #524. What more can we do, to assist in finding the "intermittent fluke" affecting other users Xrp, Neo, Eth "etc" p.s. I acquired my Ledger Nano S, last spring - It has not been used, or recommended since Dec 22 |
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Thought I would give you a Video about MEW staff changes. |
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@kvhnuke |
Hello, I know where the coins are... here is one of the old wallets. I did not lose 10's of thousands of $$$ but added together, the sum of the losses of all who have experienced this issue is significant. I will be happy to hear if Ledger or some smart person solves this mystery of the lost Ledger addresses. |
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Hello, And add a comment here : Hi everyone - thank you for continuing to raise t... Thank you! |
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Since I posted the old public address to my ether above I will issue a challenge to the hackers who browse these threads: Go ahead and try to crack into that wallet and take the 4 Ether... Take as a little tip to tell the others who have lost much more how to get their crypto back. |
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Ledger denies responsibility because they cannot duplicate the error. The general consensus ??? ...it is a Ledger bug. |
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@Kanaka23 That gives double incentive. |
A summary of things to tryBe 100% sure you are restoring from the same 24-word phrase in the same order.For example Restoring
One type of error that would result in mis-ordered words would be writing the words down horizontally but restoring vertically. For example: instead of Be 100% sure you are not using a passphrase on the MEW UIEspecially if you are trying to get into your Ledger Wallet by hand-writing the words under "Mnemonic Phrase" instead of restoring your actual Ledger device. If you use the mnemonic phrase item instead of your actual Ledger device do not put anything under "password" Be 100% sure that you are selecting the correct path on the correct network. Check other paths.First, make sure you are connected to the ETH network in the top-right corner. Then connect to your Ledger device. First, check the default (the one that says Ledger (ETH). Then, click m/44'/60'/0'/0 Jaxx, Metamask, Exodus, imToken, TREZOR (ETH) & Digital Bitbox. Look through addresses. Do not rely on the balance, look for the address itself. Click m/44'/61'/0'/0 TREZOR (ETC) Click m/44'/60'/160720'/0' Ledger (ETC) and so forth. Do this for ALL OF THEM, including "Your Custom Path". Do "Your Custom Path" with the default and also try the following paths: m/44'/60'/0'/0 m/44'/60'/0'/0' m/44'/0'/0'/0 m/44'/60'/0'/0 m/44'/60'/160720'/0' Be 100% sure you restored or are trying to correct seed.I, for example, have multiple Ledgers and multiple seeds. If you wrote down one seed and later reset your Ledger device, be sure you check both seed phrases. And check both seed phrases are in the correct order (the first item in this post) Make sure you aren't entering password now if you didn't enter a password before:
Make sure you are entering a password now if you did enter a password before:
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Thanks, I tried your suggestions but it's a no-go on this end. Ledger
made a mistake when they did not provide a secure way to store the
private keys off of the device. You should have made a separate device
for keystore only... K
On Tuesday, April 24, 2018 at 11:37 AM, Taylor Monahan <[email protected]> wrote:
… A summary of things to try
Be 100% sure you are restoring from the same 24-word phrase in the
same order.
For example
Restoring card enrich gesture connect kick topple fan body blind
engine lemon swarm venue praise addict agent unaware equal bean sing
govern income link leg is NOT the same as restoring
card gesture kick topple body engine lemon swarm praise addict agent
equal bean sing govern income link leg enrich connect fan blind venue
unaware
One type of error that would result in mis-ordered words would be
writing the words down horizontally but restoring vertically. For
example:
1 2
3 4
5 6
......
instead of
1 12
2 13
3 14
......
Be 100% sure you are not using a passphrase on the MEW UI
Especially if you are trying to get into your Ledger Wallet by
hand-writing the words under "Mnemonic Phrase" instead of restoring
your actual Ledger device. If you use the mnemonic phrase item
instead of your actual Ledger device do not put anything under
"password"
Be 100% sure that you are selecting the correct path on the correct
network. Check other paths.
First, make sure you are connected to the ETH network in the
top-right corner. Then connect to your Ledger device.
First, check the default (the one that says Ledger (ETH).
Then, click m/44'/60'/0'/0 Jaxx, Metamask, Exodus, imToken, TREZOR
(ETH) & Digital Bitbox. Look through addresses. Do not rely on the
balance, look for the address itself.
Click m/44'/61'/0'/0 TREZOR (ETC)
Click m/44'/60'/160720'/0' Ledger (ETC)
and so forth. Do this for ALL OF THEM, including "Your Custom Path".
Do "Your Custom Path" with the default and also try the following
paths:
m/44'/60'/0'/0
m/44'/60'/0'/0'
m/44'/0'/0'/0
m/44'/60'/0'/0
m/44'/60'/160720'/0'
Be 100% sure you restored or are trying to correct seed.
I, for example, have multiple Ledgers and multiple seeds. If you
wrote down one seed and later reset your Ledger device, be sure you
check both seed phrases. And check both seed phrases are in the
correct order (the first item in this post)
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Agreed, my problem appeared when I was using the NanoS alone, not in
conjunction with any other wallets... So what is Ledger trying to
prove in my case by saying "user error"? I was using their product and
the error appeared, their logic is twisted... perhaps so they can twist
their way out of liabilities for this issue! [shock]
On Tuesday, April 24, 2018 at 8:37 AM, OrEagle <[email protected]> wrote:
… Ledger denies responsibility because they cannot duplicate the error.
However; the claim is "user error" if they can duplicate it.
Leaves the rest of us waiting.....and wondering.
The general consensus ??? ...it is a Ledger bug.
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@gamalielhere Here's another one that appears resolved. |
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@jmacwhyte I doubt it. This guy has a spreadsheet going of similar issues and people. Its complicated by the fact that there might actually be some derivation problem with mnemonics / NEO. 13 days ago: https://www.reddit.com/r/CryptoCurrency/comments/8yi9w2/warning_to_ledger_users_this_issue_is_still_not/ Another troubleshooting tip that we just discovered: Make sure you aren't entering password now if you didn't enter a password before:
Make sure you are entering a password now if you did enter a password before:
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Also, Ledger Live now uses a different derivation method (not simply a different path) The details are documented here: MyCryptoHQ/MyCrypto#2070 While this has no relation to OP's issue as Ledger Live was only released a few weeks ago, it can/has/will create similar problems for people who use their Ledger with the Ledger Live app and MEW as its unlikely they will be able to find their address / access their funds. |
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I confirm, this guy (me) has a list of 20 people at least that have similar problems, about 10 with neo, and My various threads on Reddit has over 20k views. I have more people and more informations, but since no one seems to care about it (it's been more than 6 months now), I just took some time away from the issue before getting mentally insane (I spent hundreds of hours on this).
Several hundreds of thousands dollars have been lost, not mentioning all the people that don't even go on Reddit, Github or any other tech forums. |
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@tayvano This was just a thought from a project management perspective. The title "Can't access to my wallet anymore" is ambiguous, the thread is very long, and there hasn't been any activity for 6 months. If the issue is still not resolved, it would be better to start a new issue with a descriptive title and TL;DR: of the situation to make it more helpful for people who have a similar issue or who are looking to pitch in and help with dev work. @numero41 Thanks for the update ;) |
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@jmacwhyte I'm no longer working with MyEtherWallet but hopefully they consider your feedback. I am personally opposed to closing issues that don't have any sort of resolution as I find it disheartening and insulting to the original poster(s) and I prefer to encourage contributors. Contributors are both developers AND reporters of issues / people giving feedback. That said, there is certainly value in making older issues more accessible / clear / helpful to incoming folks (whether that be developers, reporters, or users having similar issues) |
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@jmacwhyte If you have some time to help me that would be very cool, I had some very tough times since 7 months and feel desperate, like many other users |
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I think I finally figured this out @numero41 @tayvano. Straight to the solution. Use this derivation path! ..with a space after that last one, not 100% sure. My story: I set up my Ledger Nano S in January 2018. I did the recommended seed phrase backup and went the extra mile and did test transfers of 0.1 ETH into the Ledger's address, and 0.1 ETH back out of the Ledger's address just to make sure. Then I transferred my cold storage funds to it. Come a year an a half later, my Ledger Nano S is WAY out of date and I don't want to go through the process of upgrading the firmware, so I plan on using the seed phrase and moving my funds off of that thing entirely. When I enter my seed phrase in Electrum, I see my BTC. All good so far. However, when I enter it into MyCrypto or MEW, I see nothing. My address isn't showing up. After a few days of stress, I decide to plug in this thing with the old firmware (offline) and see if MyCrpyto Desktop app can recognize it (Use Desktop app, turn off Contract Data and Browser Support). It does, and I discover the derivation path it recognizes: I have not yet tested the seed phrase entering with that derivation path, so you may need to take my route if you have the device with you still. I really hope this helps you. If this helps you and you wanna say thanks on the blockchain, you can do so here: 0x4a236f44881a2Be8aa8A14E1821aBED67aa1A1c8 |
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@phillux thank you for the feedback, but I am not sure I follow what you said. It seems like your issue is related to the fact that since then Ledger changed the derivation path, and that you didn't try to use the device in between. Why do you say you have a space at the end of your derivation path?? |
@jmacwhyte Let me repeat I'm a software engineer, I had some help from crypto coders, hackers, etc, I am sure that I did nothing wrong with the Ledger or MEW, so don't close the thread it's not over. |
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@numero41 I don't think this will help you as you've tried so many things already, but I wanted to share a side-project one of our team members has been working on: https://findeth.io/ Basically it automatically scans all the derivation paths trying to find your ETH or tokens. Give it a go, it's super simple and maybe, just maybe, the stars will align and you'll find it. 🙏 |
I think that's what Ledger tried to do already, but yes, I will definitely have a look. Thank you, will update when it's done |
Look carefully at the derivation paths I listed, they are missing the last parts!
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I never used MyCrypto or MEW apps, they didn't exist at that time |
Hello,
I transferred all my tokens yesterday on mew.
I have a Ledger Nano S and I am quite 100% sure that I was using it while opening the wallet, but I can't see my public address anymore in the list when I reconnect the device.
I had several tabs opened in my browser, and on one of them I have created a new wallet (for test) directly from MEW CX extension. I did not store the private key and I deleted the wallet.
I only have the password. Even if there is a small red banner on the top with a warning, there is no reminder to to store the json file/private key right after creating the wallet (via the chrome extension - directly via mew, there is a BIG prompt to save the json file).
I think one possibility is I might have transferred my funds (VEN/NAS/QASH) from the exchanges to this temporary wallet adress, and not the one secured with my Ledger.
But I can't figure out if I did this mistake, or if it's a bug related to Ledger that doesn't allow me anymore to select my initial public address in the list.
I can remember that I did several tests transferring small amounts to the wallet, and using the Ledger to access it.
There is $20k on it, I can't find a way to access it anymore and I feel very scared to have lost everything...
Here are my questions :
is there a way for you to know if this public adress was created with the Ledger or directly via the mew cx extension?
if it's a Ledger related issue, have you heard about initial adress missing from the list after a reconnection?
if it's my mistake to have used the temporary wallet and not to have stored my secured key, is there a way to re-link this adress to a new wallet?
I made a full image of my dump memory a few hours after realising the problem (I did not restart my computer since), is there any chance that I could find my private key somewhere in that dump?
Thanks a lot for your help, all my savings are here, please tell me there is a solution...
David
[EDIT]
As I mentionned in one of my comments below :
I managed to find my wallet operations using Mew in my backuped cache files.
I can see there the 3 test wallets I created (one before using my Ledger, and two after realising the issue, just in order to remember the process and see if it was rising something in my mind), and to find for all of them the key file string (the dictionnary) that should have been stored in the json file.
I was able to re-create the keystore files with the dictionnaries, and to re-open those wallets in Mew (I didn't forget my passwords).
But as I mentionned, NONE of them has the address with my funds.
For the adress where are my funds (0xbBeC195bA2AD7197e280A682c185af1a3e9c9D29), all the manipulations I did is create a "watch only" walllet via the CX extension.
The other occurences in the cache/dump files are only accesses to the website EtherScan.io where I was going to see the various txid status.
So I'm 100% sure now that I did not create this account from scratch in Mew, but rightly used my Ledger.
The question remains : why does this adress is not in the list anymore, and how to re-link it to my Ledger device?
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