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How to Resolve Stuck Syncs for Wallets and Exchanges

What are stuck syncs?

A sync becomes "stuck" when it begins but fails to complete. This issue is typically observed when the grey sync progress bar under the wallet or exchange value remains unresolved, indicating that the sync process is not progressing as expected.

From the Wallet list:

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From the Wallet detail view:

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How long should syncing take?

Sync times can vary depending on whether you are syncing existing or newly added wallets and exchanges:

  • Existing Wallets and Exchanges: Syncing should generally take no more than five minutes.
  • Newly Added Wallets and Exchanges: Syncing can take between five minutes to up to an hour, depending on various factors.

How to troubleshoot stuck syncs for existing wallets and exchanges

  1. Refresh the Page: If the sync doesn't complete within about five minutes, try refreshing your browser page.
  2. Initiate a Manual Sync: Click on the “Sync all” option in your account.
  3. Check Internet Connection: Ensure that your internet connection is stable and functioning properly.
  4. Check for Bugs: Use our public bug tracker to look for posts under the exchange name or wallet type to see if this is a known issue. If there is no active feature request or bug report, you can create one, and Support will investigate. You may also contact Support directly by clicking the chat icon at the bottom right of this page.

How to troubleshoot syncing issues when adding new wallets and exchanges

Sync times for new wallets and exchanges vary based on the size and complexity:

  • Smaller Wallets and Exchanges: Typically sync within five minutes if they involve fewer than 10,000 transactions.
  • Larger Wallets and Exchanges: Sync times can range from thirty minutes to an hour, especially for accounts with over 10,000 transactions, diverse assets, and active transaction histories.

Guidelines for syncing new wallets/exchanges:

  1. Be Patient: Allow at least thirty minutes for the sync to process, especially for larger accounts.
  2. Check for Progress: After 30 minutes, transactions should start appearing, although the sync might not be fully complete.
  3. Seek Help if Stalled: If over an hour passes with no progress, visit our public bug tracker and look for posts under the exchange name or wallet type to see if this is a known issue. You may also contact Support directly by clicking the chat icon at the bottom right of this page.

Error Messages During Syncing

If you encounter an error message while adding or syncing your wallet and exchange, refer to the following section for help: How to Resolve Common Error Messages with API-Synced Wallets or Exchanges

 

 

 

 

  • Updated