Account discovery error: We were unable to discover your accounts.

[NightProwler-dc]

Describe the bug After update to the latest version, account is not discoverable and balance can't show. Info:

• Remembered Wallet: yes
• Suite Version: appImage x64 22.8.2
• OS: Linux
• Bridge: version
• Firmware Version: 2.5.2

How to reproduce Steps to reproduce the behavior:

1. Start trezor suite appImage
2. unlock trezor T and Click on "Standard wallet"
3. After a long time, it shows "Account discovery error", sometimes it can show after a very long time sometimes only Ethereum balance shows while bitcoin balance keeps loading forever with error: Asset not loaded correctly besides the bitcoin price column.

Expected behavior All balance show normally like before.

[NightProwler-dc]

The issue seems to be the bitcoin backend server not connectable. My system uses proxy to connect to the internet. However I did not have issue before with system proxy. Did recent update change how the app connect to the internet via system proxy? That said, the app can check and download software update via proxy without issue.

[sime]

@NightProwler-dc All backends have the same issue?

[NightProwler-dc]

I only enabled bitcoin and ETH. At times ETH balance shows while bitcoin couldn't. I went to settings-crypto-bitcoin backends, it said I need to check my internet connection. That said bitcoin price could show up and program self update was also fast. I think my ISP is dodgy and that's why I use a proxy to have a stable connection. I haven't used trezor suite for a few months but I never had this connection problem with the same setup before. Trying other web wallets or Trezor suit on web all work without issue (through browser proxy)

[sime]

@NightProwler-dc How is the experience when you enable Tor?

[NightProwler-dc]

My ISP blocks Tor and if I use tor that would be more complicated than what it is now. I am not sure if I need to run my own tor instance but I did try the button and it never connected as expected.

[sime]

@NightProwler-dc

Did recent update change how the app connect to the internet via system proxy?

Nothing intentional, it would be handy to share which version was working for you previously. Additionally, we have another version coming out shortly, but again no intentional changes.

That said, the app can check and download software update via proxy without issue.

Backend interactions are done over websockets to our instances reversed proxied by CloudFlare, whereas updates are normal HTTP via GitHub.

Does your proxy do any changes to the headers? CloudFlare doesn't like it when a client doesn't have a user-agent.

[randomcop]

I have the exact same problem, but I do not use a proxy to connect to the internet. Enabling tor in Trezor-Suite-22.8.2-linux-x86_64.AppImage does not resolve the problem. Also downloading the previous version 22.8.1 leads to the same result as with 22.8.2. What changed when upgrading to 22.8.2 was that I also upgraded the Trezor firmware. I am currently using Linux Mint with kernel "Linux 5.4.0-125-generic #141-Ubuntu SMP Wed Aug 10 13:42:03 UTC 2022 x86_64 x86_64 x86_64 GNU/Linux"

[sime]

We have plenty of Linux users internally at Trezor, so it can't be a widespread issue.

I wonder if you see anything interesting in Console when these errors occur. You can open the console by pressing: Ctrl + Shift + I

[NightProwler-dc]

I have the exact same problem, but I do not use a proxy to connect to the internet. Enabling tor in Trezor-Suite-22.8.2-linux-x86_64.AppImage does not resolve the problem. Also downloading the previous version 22.8.1 leads to the same result as with 22.8.2. What changed when upgrading to 22.8.2 was that I also upgraded the Trezor firmware. I am currently using Linux Mint with kernel "Linux 5.4.0-125-generic #141-Ubuntu SMP Wed Aug 10 13:42:03 UTC 2022 x86_64 x86_64 x86_64 GNU/Linux"

This should not have anything to do with firmware as you can try the device with Trezor suite web or other programs that can read hardware wallets, and they should work there.

We have plenty of Linux users internally at Trezor, so it can't be a widespread issue.

I wonder if you see anything interesting in Console when these errors occur. You can open the console by pressing: Ctrl + Shift + I

FYI, this is very likely to be a similar issue with Ledger Live APP, which has had the issue with proxy for years. The devs there had been saying they were working on the proxy connection of (websocket) issue for many years and it went nowhere. And that was the reason I pretty much abandoned my ledger device. But I never had the issue with trezor. The last time I used trezor suite app was several months ago (up to date by then) and didn't have any problem. Here's the console output when the app trying to load balance

[sime]

I wonder if you see anything interesting in Console when these errors occur. You can open the console by pressing: Ctrl + Shift + I

FYI, this is very likely to be a similar issue with Ledger Live APP, which has had the issue with proxy for years. The devs there had been saying they were working on the proxy connection of (websocket) issue for many years and it went nowhere. And that was the reason I pretty much abandoned my ledger device. But I never had the issue with trezor. The last time I used trezor suite app was several months ago (up to date by then) and didn't have any problem. Here's the console output when the app trying to load balance

Thanks for the log, unfortunately it's not showing any sort of network errors.

Could you consider doing some debugging? By that, I mean installing an older version of Trezor Suite. Previous versions are available here:

https://github.com/trezor/trezor-suite/releases

The versions are in YEAR-MONTH format. For example, if you last used Trezor Suite in May, the version would be 22.5.x.

I'm curious to see if the issue persists if you re-install older versions of Trezor Suite.

[NightProwler-dc]

I have the exact same problem, but I do not use a proxy to connect to the internet. Enabling tor in Trezor-Suite-22.8.2-linux-x86_64.AppImage does not resolve the problem. Also downloading the previous version 22.8.1 leads to the same result as with 22.8.2. What changed when upgrading to 22.8.2 was that I also upgraded the Trezor firmware. I am currently using Linux Mint with kernel "Linux 5.4.0-125-generic #141-Ubuntu SMP Wed Aug 10 13:42:03 UTC 2022 x86_64 x86_64 x86_64 GNU/Linux"

This should not have anything to do with firmware as you can try the device with Trezor suite web or other programs that can read hardware wallets, and they should work there.

We have plenty of Linux users internally at Trezor, so it can't be a widespread issue.

I wonder if you see anything interesting in Console when these errors occur. You can open the console by pressing: Ctrl + Shift + I

FYI, this is very likely to be a similar issue with Ledger Live APP, which has had the issue with proxy for years. The devs there had been saying they were working on the proxy connection of (websocket) issue for many years and it went nowhere. And that was the reason I pretty much abandoned my ledger device. But I never had the issue with trezor. The last time I used trezor suite app was several months ago (up to date by then) and didn't have any problem. Here's the console output when the app trying to load balance

[sime]

@NightProwler-dc Not sure if it was intentional, but you re-posted your previous comment.

[NightProwler-dc]

I wonder if you see anything interesting in Console when these errors occur. You can open the console by pressing: Ctrl + Shift + I

FYI, this is very likely to be a similar issue with Ledger Live APP, which has had the issue with proxy for years. The devs there had been saying they were working on the proxy connection of (websocket) issue for many years and it went nowhere. And that was the reason I pretty much abandoned my ledger device. But I never had the issue with trezor. The last time I used trezor suite app was several months ago (up to date by then) and didn't have any problem. Here's the console output when the app trying to load balance

Thanks for the log, unfortunately it's not showing any sort of network errors.

Could you consider doing some debugging? By that, I mean installing an older version of Trezor Suite. Previous versions are available here:

https://github.com/trezor/trezor-suite/releases

The versions are in YEAR-MONTH format. For example, if you last used Trezor Suite in May, the version would be 22.5.x.

I'm curious to see if the issue persists if you re-install older versions of Trezor Suite.

Downloaded 22.3.2, 22.4.2. There was only the first launch that was successful but couldn't detect Trezor device. Then after that launch, all following launches showed a never ending circling animation after I chose "not to update now". Reboot doesn't help. Latest version still launches fine but can't show wallet balance like before. Do older versions conflict with other appimages that have been used on the same machine?

[NightProwler-dc]

I have no issue using electrum with trezor. Any tips on how to find and fill an electrum server on the Trezor suite so I can try?

[sime]

Downloaded 22.3.2, 22.4.2. There was only the first launch that was successful but couldn't detect Trezor device. Then after that launch, all following launches showed a never ending circling animation after I chose "not to update now".

Thanks for trying this! One crazy idea is to try Trezor Suite in a VM on your current machine.

Do older versions conflict with other appimages that have been used on the same machine?

No, it shouldn't.

I have no issue using electrum with trezor. Any tips on how to find and fill an electrum server on the Trezor suite so I can try?

Yes, we support custom Electrum server backends. In short: Settings > Crypto > hover over Bitcoin > click gear/cog > select custom Electrum server.

More details: https://blog.trezor.io/connecting-your-wallet-to-a-full-node-edf56693b545

[GVALFER]

I have the same error. But: I do not use any proxy, i am connected normally to the internet. I just reinstalled my PC, installed the Trezor Suite and I cant connect to my wallet.

The app keep with this msg for a long time: "Trezor is running a coin discovery check to find your accounts and funds." And at the end got this: "This hidden wallet is empty. To make sure you are in the correct hidden wallet, please type the passphrase again."

This is ridiculous :( I appreciate any help here..

[roundtripdelay]

I'm consistently seeing this as well. I have not been able to get my bitcoin account to load for hours (ETH is fine). Get an error:

Accounts were not loaded properly Bitcoin: Websocket timeout

I'm not sure if it's my wireshark setup but see a lot of TLS Ignored Unknown Record messages. Maybe an MTU mismatch or an issue on cloudflare? I VPN'ed to different continents but still experience the issue. I upgraded to the latest version but same issue.

[sime]

@roundtripdelay @GVALFER Which please detail which Linux distribution you are on, and ideally kernel version (so I don't have to look it up).

Secondly, do you have any success using the web version of Trezor Suite? https://suite.trezor.io/web

[roundtripdelay]

@sime it ended up syncing last night and is working fine now... so for me it was intermittent. i'm using OSX version 22.9.3.21688. I never use the web suite but can try next time i see the issue.

[NightProwler-dc]

With more tests I can confirm that Trezor suite now has trouble under proxy environment since recent updates. When turn off system proxy but use VPN on the same machine, it can connect normally.

Now both ledger live and trezor suite stop working under proxy environment. Ledger has the issue since 4 or 5 years ago. Trezor just joined.

I read that this issue happens on other programs like pip too. They can't connect under system proxy environment due to poor coding practice somewhere.

Secondly, do you have any success using the web version of Trezor Suite? https://suite.trezor.io/web

trezor suite on web works fine, although the browser connects also through the proxy. I hope you don't bring down the suite on web like ledger did.

[donald22122]

Hi there . used trezor model T in a week via TOR connection all was perfect . after i sent some $ to a different wallet my trezor suit was lagged and disconnected. for now i have this issues.

1. https://prnt.sc/gFvxwLim1h7u (TOR is turned OFF)
2. https://prnt.sc/UgsrDO5JGF3y this is for web version.

no proxy or vpn used - never.

please advice

[sime]

Hi there . used trezor model T in a week via TOR connection all was perfect . after i sent some $ to a different wallet my trezor suit was lagged and disconnected. for now i have this issues.

1. https://prnt.sc/gFvxwLim1h7u   (TOR is turned OFF)

2. https://prnt.sc/UgsrDO5JGF3y this is for web version.

no proxy or vpn used - never.

please advice

Bitcoin backends were down (out of sync) yesterday for about an hour. The Trezor status page indicates this too: notice the orange mark on November 1st. https://status.trezor.io/

[wjx]

Still have the same issue with both Trezor Suite(22.12.1) and web version Trezor Suite. My system is MacOS 12.3.1. I even tried remove Trezor Bridge and using WebUSB to connect Trezor to the web version, which doesn't solve the problem.

Trezor server status seem fine now: https://status.trezor.io/

For some reason my browser and system have to use socks proxy.

With this issue Trezor is literally unusable now. Is there anything I can do to help debug this issue?

[sime]

@wjx That is odd, so Trezor Suite for Web doesn't work with a socks proxy? I imagine no sites would work in that case.

Which browsers have you tried? Also, I suggest checking if websockets work when using a socks proxy.

[wjx]

@sime Thanks for your reply,

I tried Chrome 109.0.5414.119 and Firefox 109, both doesn't work, and Websocket works(with https://websocketstest.com/ test) with my socks proxy on both of the browsers.

From developer tools I see many websocket request are sent to Trezor servers like wss://btc3.trezor.io/websocket. On Chrome the connection status turns into 'Finished'(seems failed) and on Firefox the status are more clear: '403 Forbidden'. Following are the Request and Response header info for the failed connection from FIrefox Web Developer Tools,

Request Header:

GET /websocket HTTP/1.1
Host: btc1.trezor.io
User-Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.15; rv:109.0) Gecko/20100101 Firefox/109.0
Accept: */*
Accept-Language: en-US,en;q=0.5
Accept-Encoding: gzip, deflate, br
Sec-WebSocket-Version: 13
Origin: https://suite.trezor.io
Sec-WebSocket-Extensions: permessage-deflate
Sec-WebSocket-Key: n2axkxymTR+M8k8zY6u1NA==
Connection: keep-alive, Upgrade
Sec-Fetch-Dest: websocket
Sec-Fetch-Mode: websocket
Sec-Fetch-Site: same-site
Pragma: no-cache
Cache-Control: no-cache
Upgrade: websocket

Response Header:

HTTP/1.1 403 Forbidden
Date: Mon, 30 Jan 2023 14:32:08 GMT
Content-Type: text/html; charset=UTF-8
Transfer-Encoding: chunked
Connection: keep-alive
X-Frame-Options: SAMEORIGIN
Referrer-Policy: same-origin
Cache-Control: private, max-age=0, no-store, no-cache, must-revalidate, post-check=0, pre-check=0
Expires: Thu, 01 Jan 1970 00:00:01 GMT
Report-To: {"endpoints":[{"url":"https:\/\/a.nel.cloudflare.com\/report\/v3?s=o3Z7ZbJBtR%2FzUv94INZ%2FSp0bEDkIghlspXA79hi0QSt4DZtL53Tz%2FyQZuRs2SOgpsUoxF7tanTo%2BlWOG2a1i070bBhSK2vOAsHjg9vWqRFcdq3JgPe8a2Q21qIr3ytid"}],"group":"cf-nel","max_age":604800}
NEL: {"success_fraction":0,"report_to":"cf-nel","max_age":604800}
Vary: Accept-Encoding
Strict-Transport-Security: max-age=31536000; includeSubDomains; preload
X-Content-Type-Options: nosniff
Server: cloudflare
CF-RAY: 791aea4f6fdedff1-NRT
Content-Encoding: br

I found that Trezor Suite for Web works with Tor Browser over my proxy (that is, my Tor Browser connects to the internet through my socks proxy).

My socks server connects to the Internet through VPS servers. I tried two cloud VPS providers, both don't work.

[sime]

@wjx Are you messing with your user agent by any chance? The blockbook instances are proxied via CloudFlare and they require a user agent.

Can you use this page? https://btc1.trezor.io/test-websocket.html

[wjx]

@sime I didn't change my Browser configs. I cannot access https://btc1.trezor.io/test-websocket.html successfully, it reports:

Access denied
Error code 1020
You do not have access to btc1.trezor.io.

The site owner may have set restrictions that prevent you from accessing the site.

Error details:
I got an error when visiting btc1.trezor.io/test-websocket.html.

Error code: 1020

Ray ID: 792ac2978836f609

...

Maybe CloudFlare is blocking VPS IP address? Or is this a Trezor restriction?

[sime]

@wjx Then your VPS is likely hosted on AWS. And we have difficultly serving those.

[wjx]

@sime Yes, it's on AWS. Is this for spam/DDoS prevention? I wish this restriction could be lifted. At least adding this to Trezor Suite error info could also make people less confused.

[chenxsan]

@sime Yes, it's on AWS. Is this for spam/DDoS prevention? I wish this restriction could be lifted. At least adding this to Trezor Suite error info could also make people less confused.

Second this, would be great to mention somewhere.