> ## Documentation Index > Fetch the complete documentation index at: https://help.hoseki.app/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting > Fixes for the most common problems. ## Connection > [accordion] Cannot connect to Electrum > > ![Electrum connection error message](https://mintcdn.com/hoseki-corp/XCQqCRepRDP5H4K0/images/troubleshoot-electrum-error.png?fit=max\&auto=format\&n=XCQqCRepRDP5H4K0\&q=85\&s=67b1fffc11ecc7e4d6ea7533cf6cc543) > > Electrum connection error. > > * Check host, port, and protocol. SSL usually uses `50002`. TCP usually uses `50001`. > * Confirm the server is on mainnet and fully synced. > * `.onion` address? Turn on **Connect via Tor**. Use **TCP**. Tor already encrypts it. Tor can take up to two minutes to start. > * SSL to a public hostname with a StartOS Root CA? Install the CA on your computer. Fully quit and reopen the app. Local addresses (`.local`, `192.168.x.x`) don't need it. > * Use the port and protocol your node's Electrum app shows. Many home nodes use **TCP** on `50001`. > > | Error contains | Fix | > | - | - | > | `ENOTFOUND` | The address is wrong or can't be found. Try the node's IP address. | > | `ECONNREFUSED` | Wrong port, or the Electrum app isn't running. | > | `certificate` | Use **TCP**, or use your node's local address. | > > * Select **Test Connection** in [Settings](https://help.hoseki.app/bitcoin-control-center/settings/app-settings.md#electrum-server-desktop) to check. > [accordion] Portfolio says "Wallet history couldn't be loaded" or "Couldn't load this date range" > > Control Center couldn't read wallet history from your Electrum server. It retries on its own. Check the connection above. For a date range, select **Try again** or pick another range. > [accordion] Portfolio says "Last synced…" or "Can't reach Electrum" > > Control Center can't reach your Electrum server. **Last synced …** shows your last saved balances. **Can't reach Electrum** means not every wallet on screen has a saved sync time. It keeps retrying. Fix the connection above. > [accordion] Tor won't start > > * Check your internet connection. Some networks block Tor. > * "Tor could not connect within two minutes": try again on another network. > * "Bundled Tor is missing": reinstall the desktop app. > [accordion] Introduction: "Couldn't connect through Tor" or "Couldn't connect to …" > > * **Tor:** select **Continue** to try again, or turn off **Connect via Tor**. > * **Your node:** check the **Address**, **Port**, and **Protocol**, and that your node is on. The reason shows under the message. > * See [Choose an Electrum server](https://help.hoseki.app/bitcoin-control-center/getting-started/first-run.md#3-choose-an-electrum-server-desktop). > [accordion] StartOS: Control Center won't start > > Control Center waits for Electrs. Check Electrs is running and fully synced. Then restart Control Center. > [accordion] StartOS: "Insecure connection not allowed" > > Open the `https://` address or the `.onion` address. The PIN doesn't work over plain `http://`. ## Balances > [accordion] Balance is zero or wrong > > ![Account still syncing with zero balance](https://mintcdn.com/hoseki-corp/XCQqCRepRDP5H4K0/images/troubleshoot-zero-balance.png?fit=max\&auto=format\&n=XCQqCRepRDP5H4K0\&q=85\&s=6412cff463336476c482c73ec8f90fe8) > > Still syncing. > > * Wait for the first sync to finish. > * Confirm your Electrum server is fully synced. > * **Wrong address type.** Added by xpub? Pick the script type that matches your addresses. See [xpub or descriptor](https://help.hoseki.app/bitcoin-control-center/accounts/xpub-and-descriptors.md#which-script-type). > * **Wrong account.** Check you picked the right account number or passphrase wallet. > * **20 or more unused addresses in a row.** Control Center stops looking after 20 unused addresses. Funds past that gap don't show. > * **Unconfirmed funds** don't count yet. Wait for one confirmation. > [accordion] "No wallets found" when adding a hardware wallet > > Scans only list accounts with a balance above zero. Ledger also stops at the first empty account. Add the wallet by [xpub or descriptor](https://help.hoseki.app/bitcoin-control-center/accounts/xpub-and-descriptors.md) instead. > [accordion] My xpub or descriptor won't paste > > You may have pasted a private key, such as an `xprv` or `zprv`. Control Center refuses them. Paste the public key or watch-only descriptor instead. See [Pasted a private key?](https://help.hoseki.app/bitcoin-control-center/accounts/xpub-and-descriptors.md#pasted-a-private-key) > [accordion] My total shows "—" or dropped > > * "—" means a balance couldn't be confirmed. Select **Try Again**. > * A drop usually means an exchange needs **Reconnect**, or you archived a wallet. See [Home and Portfolio](https://help.hoseki.app/bitcoin-control-center/portfolio/home-and-portfolio.md#why-a-number-might-look-off). > [accordion] The success screen shows "—" or "USD unavailable" > > Your account was still added. > > * "—" means Control Center couldn't read the balance yet. For a wallet, check your [Electrum connection](#connection). For an exchange, open it and select **Refresh Balance**. > * **USD unavailable** means no price source answered. Your BTC balance is fine. Check [Bitcoin price](https://help.hoseki.app/bitcoin-control-center/settings/app-settings.md#bitcoin-price) in Settings. > [accordion] An exchange balance is counted twice > > You connected the same exchange twice. Open one and select **Remove Account**. This deletes it immediately. ## Hardware wallets > [accordion] Hardware wallet not detected > > ![Browser permission prompt to connect a hardware wallet](https://mintcdn.com/hoseki-corp/XCQqCRepRDP5H4K0/images/troubleshoot-hw-permission.png?fit=max\&auto=format\&n=XCQqCRepRDP5H4K0\&q=85\&s=f672b8b0c82cd7edf1b694176c8281d0) > > Allow the browser prompt. > > * Unlock it. Open the Bitcoin app. > * Close Ledger Live, Trezor Suite, and other wallet apps. > * Use a USB cable that carries data, not just power. > * On StartOS, use Chrome, Brave, or Edge. Firefox and Safari can't connect to a Ledger. > [accordion] Trezor Suite doesn't open > > Allow pop-ups for Control Center. If asked, allow local network access so it can find Trezor Suite desktop. > [accordion] Camera doesn't work for COLDCARD Q or Keystone > > Allow camera access in your browser and operating system. Close other apps using the camera. > [accordion] COLDCARD over USB > > USB isn't supported. Use a MicroSD card, or a COLDCARD Q with its QR codes. > [accordion] Stuck on "Waiting for device confirmation" > > Check the device screen. After 20 seconds, select the reset link and try again. > [accordion] "Invalid signature" > > Sign the exact message with the exact address shown. See [Verify ownership](https://help.hoseki.app/bitcoin-control-center/accounts/verify-ownership.md#if-signing-fails). > [accordion] Multisig: "Not a match" > > That device's key isn't in the descriptor. Check the device, passphrase, and account. See [Multisig](https://help.hoseki.app/bitcoin-control-center/accounts/multisig.md#device-notes). ## Exchanges > [accordion] Exchange will not connect > > ![Exchange connection failed error](https://mintcdn.com/hoseki-corp/XCQqCRepRDP5H4K0/images/troubleshoot-exchange-error.png?fit=max\&auto=format\&n=XCQqCRepRDP5H4K0\&q=85\&s=9e274cde6b8462c6efc5b4dd85c6dff0) > > Exchange connection error. > > * Re-copy the key. Check for extra spaces. > * Confirm the key has the right read permission. See [Exchanges](https://help.hoseki.app/bitcoin-control-center/accounts/exchanges.md#exchange-by-exchange). > * **Coinbase:** use an **ECDSA** key, and paste the whole private key. > * **Strike:** turn on **Read account balances**. It's off by default. > * Create a new key and try again. > > | Message starts with | Fix | > | - | - | > | **Invalid Strike API key** or **Strike API error** | Turn on **Read account balances**, or make a new key. | > | **Failed to fetch Kraken balance** | Turn on **Query Funds**. Paste Kraken's Private Key into **Secret Key**. | > | **Failed to list Coinbase accounts** | Use an **ECDSA** key with **View** access. | > | **No BTC account found in Coinbase** | Create a BTC wallet in Coinbase first. | > | **Robinhood API auth failed** | The API key and private key don't match. Make a new pair. | > > **Refresh Balance** on an account you already added shows different messages: > > | Message starts with | Fix | > | - | - | > | **Kraken error:** | Check the key still has **Query Funds**. Make a new key if needed. | > | **Coinbase error:** | Check the key still exists with **View** access. | > | **No BTC account found** | Your Coinbase BTC wallet is gone. Create one in Coinbase. | > | **No BTC balance found in Strike account** | Strike didn't return a BTC balance. This usually means it's zero. | > [accordion] Exchange shows "Reconnect" > > Keys expire in Control Center after one year, or after a restore without the key file. **Refresh Balance** may say "Exchange credentials are unavailable or expired." Create a new key. Open the account. Select **Reconnect Account**. > [accordion] "API rate limit exceeded" > > Strike or Robinhood is limiting requests. Wait a few minutes and select **Refresh Balance**. ## Statements > [accordion] A wallet is missing from the statement list > > Only **verified** self-custody wallets can go on statements. [Verify it](https://help.hoseki.app/bitcoin-control-center/accounts/verify-ownership.md). Exchanges, manual, and ETF holdings never appear. > [accordion] I can't pick recent dates > > Statements must end at least 2 days ago, so recent transactions can confirm. They can start no earlier than April 2023 and cover up to 2 years. > [accordion] Statement will not generate > > ![Statement generation error](https://mintcdn.com/hoseki-corp/XCQqCRepRDP5H4K0/images/troubleshoot-statement-error.png?fit=max\&auto=format\&n=XCQqCRepRDP5H4K0\&q=85\&s=7d97670d663d4d3f7aaac3a8281c7a0a) > > Statement error. > > * Check your Electrum connection. > * On StartOS, make sure Mempool is running. > * "Generation was interrupted" means the app restarted. Generate it again. > * See [If a statement fails](https://help.hoseki.app/bitcoin-control-center/statements/statements-and-hoseki-verified.md#if-a-statement-fails). > [accordion] The download is monthly, not the full period > > **Download** saves the format shown in the viewer. Switch to **Full Period** first. ## App and PIN > [accordion] Forgot my PIN > > See [PIN and lock](https://help.hoseki.app/bitcoin-control-center/security/pin.md#forgot-your-pin). Your data stays. > [accordion] "Too many wrong PINs" > > Wait for the timer. Each wrong try after the fifth doubles the wait, up to 1 hour. Quitting or restarting doesn't clear it. > > Don't remember it? **Forgot PIN?** still works during the wait. See [PIN and lock](https://help.hoseki.app/bitcoin-control-center/security/pin.md#forgot-your-pin). > [accordion] "Couldn't reach Control Center" > > On StartOS, check that the Bitcoin Control Center service is running. On desktop, quit fully and reopen the app. Then select **Try again**. > [accordion] "Control Center could not start" > > The desktop app closes after this message. Open it again. Still failing? Restart your computer, then [contact support](https://help.hoseki.app/contact.md). > [accordion] "Something went wrong" > > A page couldn't be displayed. Select **Reload**, or **Back to Home**. Still happening? [Contact support](https://help.hoseki.app/contact.md) and say which page you were on. > [accordion] I was signed out > > Enter your PIN again. This happens when: > > * The app or server restarted. > * Someone changed the PIN in another tab or browser. > * On StartOS, someone ran **Set PIN** or selected **Sign out everywhere**. > [accordion] I closed the window, but the app is still running > > That's expected. It keeps running in the tray and locks. Use **Quit** in the tray menu to quit fully. > [accordion] Mac says the app cannot be opened > > Download the official release from [bitcoincontrolcenter.com](https://www.bitcoincontrolcenter.com). Test builds are not notarized. > [accordion] Windows SmartScreen warning > > Select **More info** → **Run anyway**. Select the question-mark **Help** icon at the top of the app to open these pages. Still stuck? [Contact support](https://help.hoseki.app/contact.md). 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