Ledger-live-desktop: [Linux] Ledger Live 2.0.0 fails to start / synchronize / access device – GLIBCXX 3.4.26

[d3adb33f]

[edit @gre]
Important: This issue has been fixed in Ledger Live 2.0.1 that will be unrolled on Monday (9th March, 2020). If an error still happen in 2.0.1, you might want to try to reset the user data of ~/.config/Ledger\ Live folder (you can safely remove all files except the app.json if you want to not have to reimport all accounts).

---

Ledger Live Version and Operating System

• tested on Ledger Live 2.0.0
• Platform and version: Debian 10

Expected behavior

Ledger Live should be able to start and once is started should be able to synchronize and recognize the Ledger Nano S

Actual behavior

Once the ledger live is executed it fails with the error message:

Oops, something went wrong
You may try again by restarting Ledger Live. Please export your logs and contact Ledger Support if the problem persists.

Internal process error (1)
Error
    at createCustomErrorClass (file:///tmp/.mount_ledgerjtqOhe/resources/app.asar/.webpack/renderer.bundle.js:9690:17)
    at deserializeError (file:///tmp/.mount_ledgerjtqOhe/resources/app.asar/.webpack/renderer.bundle.js:9723:25)
    at EventEmitter.handleCommandEvent (file:///tmp/.mount_ledgerjtqOhe/resources/app.asar/.webpack/renderer.bundle.js:257897:61)
    at EventEmitter.emit (events.js:210:5)
    at Object.onMessage (electron/js2c/renderer_init.js:2181:16)

redux failed: Cannot read property 'store' of null
TypeError: Cannot read property 'store' of null
    at ConnectFunction (file:///tmp/.mount_ledgerjtqOhe/resources/app.asar/.webpack/renderer.bundle.js:560:70)
    at Ih (file:///tmp/.mount_ledgerjtqOhe/resources/app.asar/.webpack/renderer.bundle.js:157129:98)
    at si (file:///tmp/.mount_ledgerjtqOhe/resources/app.asar/.webpack/renderer.bundle.js:157149:273)
    at ri (file:///tmp/.mount_ledgerjtqOhe/resources/app.asar/.webpack/renderer.bundle.js:157149:103)
    at pi (file:///tmp/.mount_ledgerjtqOhe/resources/app.asar/.webpack/renderer.bundle.js:157148:178)
    at gk (file:///tmp/.mount_ledgerjtqOhe/resources/app.asar/.webpack/renderer.bundle.js:157241:63)
    at fk (file:///tmp/.mount_ledgerjtqOhe/resources/app.asar/.webpack/renderer.bundle.js:157205:22)
    at Zj (file:///tmp/.mount_ledgerjtqOhe/resources/app.asar/.webpack/renderer.bundle.js:157204:362)
    at Lj (file:///tmp/.mount_ledgerjtqOhe/resources/app.asar/.webpack/renderer.bundle.js:157198:216)
    at file:///tmp/.mount_ledgerjtqOhe/resources/app.asar/.webpack/renderer.bundle.js:157096:115

Once the application is restarted (as per one of the the options presented in the error message) ledger live is not able to able to recognize the Nano S and is not able to synchronize with the network, it keeps in the "Synchronizing..." state forever.

Steps to reproduce the behavior

1- Download AppImage
2- Launch ledger live: ./ledger-live-desktop-2.0.0-linux-x86_64.AppImage

Previous version was working fine...

[tomvlk]

I have the same issue here. Ubuntu 18.04 LTS. Version 2.0.0

Internal process error (1)
Error
    at createCustomErrorClass (file:///tmp/.mount_ledger2KtQhm/resources/app.asar/.webpack/renderer.bundle.js:9690:17)
    at deserializeError (file:///tmp/.mount_ledger2KtQhm/resources/app.asar/.webpack/renderer.bundle.js:9723:25)
    at EventEmitter.handleCommandEvent (file:///tmp/.mount_ledger2KtQhm/resources/app.asar/.webpack/renderer.bundle.js:257897:61)
    at EventEmitter.emit (events.js:210:5)
    at Object.onMessage (electron/js2c/renderer_init.js:2181:16)

redux failed: Cannot read property 'store' of null
TypeError: Cannot read property 'store' of null
    at ConnectFunction (file:///tmp/.mount_ledger2KtQhm/resources/app.asar/.webpack/renderer.bundle.js:560:70)
    at Ih (file:///tmp/.mount_ledger2KtQhm/resources/app.asar/.webpack/renderer.bundle.js:157129:98)
    at si (file:///tmp/.mount_ledger2KtQhm/resources/app.asar/.webpack/renderer.bundle.js:157149:273)
    at ri (file:///tmp/.mount_ledger2KtQhm/resources/app.asar/.webpack/renderer.bundle.js:157149:103)
    at pi (file:///tmp/.mount_ledger2KtQhm/resources/app.asar/.webpack/renderer.bundle.js:157148:178)
    at gk (file:///tmp/.mount_ledger2KtQhm/resources/app.asar/.webpack/renderer.bundle.js:157241:63)
    at fk (file:///tmp/.mount_ledger2KtQhm/resources/app.asar/.webpack/renderer.bundle.js:157205:22)
    at Zj (file:///tmp/.mount_ledger2KtQhm/resources/app.asar/.webpack/renderer.bundle.js:157204:362)
    at Lj (file:///tmp/.mount_ledger2KtQhm/resources/app.asar/.webpack/renderer.bundle.js:157198:216)
    at file:///tmp/.mount_ledger2KtQhm/resources/app.asar/.webpack/renderer.bundle.js:157096:115

[sanchopansa]

Same issue for me as well:

Internal process error (1)
Error
    at createCustomErrorClass (file:///tmp/.mount_ledgerTMqsav/resources/app.asar/.webpack/renderer.bundle.js:9690:17)
    at deserializeError (file:///tmp/.mount_ledgerTMqsav/resources/app.asar/.webpack/renderer.bundle.js:9723:25)
    at EventEmitter.handleCommandEvent (file:///tmp/.mount_ledgerTMqsav/resources/app.asar/.webpack/renderer.bundle.js:257897:61)
    at EventEmitter.emit (events.js:210:5)
    at Object.onMessage (electron/js2c/renderer_init.js:2181:16)

redux failed: Cannot read property 'store' of null
TypeError: Cannot read property 'store' of null
    at ConnectFunction (file:///tmp/.mount_ledgerTMqsav/resources/app.asar/.webpack/renderer.bundle.js:560:70)
    at Ih (file:///tmp/.mount_ledgerTMqsav/resources/app.asar/.webpack/renderer.bundle.js:157129:98)
    at si (file:///tmp/.mount_ledgerTMqsav/resources/app.asar/.webpack/renderer.bundle.js:157149:273)
    at ri (file:///tmp/.mount_ledgerTMqsav/resources/app.asar/.webpack/renderer.bundle.js:157149:103)
    at pi (file:///tmp/.mount_ledgerTMqsav/resources/app.asar/.webpack/renderer.bundle.js:157148:178)
    at gk (file:///tmp/.mount_ledgerTMqsav/resources/app.asar/.webpack/renderer.bundle.js:157241:63)
    at fk (file:///tmp/.mount_ledgerTMqsav/resources/app.asar/.webpack/renderer.bundle.js:157205:22)
    at Zj (file:///tmp/.mount_ledgerTMqsav/resources/app.asar/.webpack/renderer.bundle.js:157204:362)
    at Lj (file:///tmp/.mount_ledgerTMqsav/resources/app.asar/.webpack/renderer.bundle.js:157198:216)
    at file:///tmp/.mount_ledgerTMqsav/resources/app.asar/.webpack/renderer.bundle.js:157096:115

OS is Ubuntu 18.04. Note that Ledger Live starts successfully, if I choose to Restart, however it fails to synchronize.

[gre]

Ok thanks for the log. We seem to have an issue on Ubuntu 18.04. We'll provide a fix as soon as possible.

[d3adb33f]

Not only on Ubuntu but apparently on any Debian based distro.

[2hd3x]

Same problem on Linux Mint 19

[gre]

It is essentially related to the minimal glibc version. You might want to try to apt-get dist-upgrade (depending on distrib). If it still doesn't work, you can stay on 1.20.0 (and don't apply the update)
We still plan to fix this.

note from @MortalKastor : I just checked on an up to date Ubuntu 18.04, the latest GLIBCXX on there is 3.4.25, libcore seems to be linked against 3.4.26

[zsoltsandor]

Basically, the same issue. Ubuntu 18.04, and all that jazz.
Finally, it started working on my tablet, now it's failing on my laptop. :(

[13albra]

where I can find the previous version ledger live windows 10 64bit...2.0.0 not working....need ugrent my crypto

[13albra]

[JamesSeeley27]

Will Ledger notify each of us by email, or return to Github for further updates for us linux users?

[gre]

@JamesSeeley27 we'll keep this task up to date and if we have a fix 🤞, a release notes will be written on a release.

[slash-ro]

The same issue on Debian 10
[5920:0305/105052.026353:FATAL:setuid_sandbox_host.cc(157)] The SUID sandbox helper binary was found, but is not configured correctly. Rather than run without sandboxing I'm aborting now. You need to make sure that /tmp/.mount_ledgerjGA57m/chrome-sandbox is owned by root and has mode 4755.
Trace/breakpoint trap

[tomvlk]

@13albra and all, you can download the old version here: https://github.com/LedgerHQ/ledger-live-desktop/releases/tag/v1.20.0

[F4brtB4425]

Hi guys. I have exactly the same problem after upgrading to Ledger Live V2.0 in Windows 10!!!! Can someone please let me know how to solve this problem? Many thanks to all.

[MortalKastor]

The source of the issue on Linux has been pin-pointed and a fix is on the way.

On Windows, the investigation is still ongoing but we found a bug which most probably is causing the crash, we're testing a fix right now to confirm.

[gre]

As both problem are independent, for windows problem, we are going to use this different github task https://github.com/LedgerHQ/ledger-live-desktop/issues/2680

We are still investigating what could be the root cause of the Windows issue and have not found yet.

For linux, we will have a fix and build a new release as soon as possible.

[F4brtB4425]

Hi

Here is the Log File from yesterday. Anxiously awaiting your eresponse.

Thanks very much

Sent with ProtonMail Secure Email.

‐‐‐‐‐‐‐ Original Message ‐‐‐‐‐‐‐
On Thursday, March 5, 2020 3:47 PM, Gaëtan Renaudeau [e-mail] wrote:

As both problem are independent, for windows problem, we are going to use this different github task #2680

We are still investigating what could be the root cause of the Windows issue and have not found yet.

For linux, we will have a fix and build a new release as soon as possible.

—
You are receiving this because you commented.
Reply to this email directly, view it on GitHub, or unsubscribe.

[Gundelino85]

As both problem are independent, for windows problem, we are going to use this different github task #2680

We are still investigating what could be the root cause of the Windows issue and have not found yet.

For linux, we will have a fix and build a new release as soon as possible.

What do you think when "as soon as possible" will be? Cant use my nano s right now...

[michnovka]

What do you think when "as soon as possible" will be? Cant use my nano s right now...

Yes you can. Scroll up, find link to latest previous stable version. Download. Use.

https://github.com/LedgerHQ/ledger-live-desktop/releases/tag/v1.20.0

[Gundelino85]

Works after deleting "/home/USER/.config/Ledger\ Live" created by 2.0.0

[Gundelino85]

Version 2.0.1 on Ubuntu: "Device detected but connection failed. Please try again or contact us if the problem persists."

[gre]

The issue on Linux about GLIBCXX 3.4.26 should now be fixed by an incoming 2.0.1
if you experience any other issue, please contact us or create another task.

It is currently in prerelease https://github.com/LedgerHQ/ledger-live-desktop/releases/tag/v2.0.1

and should be released on Monday if we confirm all is fine.

Thanks for everyone helping us in this GitHub issue.

[Gundelino85]

Have you read my message @gre ?

[slash-ro]

The issue persists on Debian 10
$ ~/Apps/ledger-live-desktop-2.0.1-linux-x86_64.AppImage
[19211:0305/191014.276182:FATAL:setuid_sandbox_host.cc(157)] The SUID sandbox helper binary was found, but is not configured correctly. Rather than run without sandboxing I'm aborting now. You need to make sure that /tmp/.mount_ledgertS4auA/chrome-sandbox is owned by root and has mode 4755.
Trace/breakpoint trap

[gre]

@Gundelino85 totally missed it sorry. it seems unrelated to the first issue we have fixed with GLIBCXX
we will need to investigate.

This issue can happen for various reasons. We prefer to investigate such issues via contacting our customer support team.

could you send your logs to our support team and mention this github issue? https://support.ledgerwallet.com/hc/en-us/requests/new?ticket_form_id=248165 🙏 basically you can press Ctrl+E just after the problem occurs. ( alternatively if you don't want to send the logs , you can see the JSON yourself on https://ledger-live-tools.now.sh/logsviewer )

[F4brtB4425]

Hi guys

I've been sitting in front of my PC since last night sort of freaking out that my funds were lost or I got hacked or WTF is going on. I even reset my Ledger Nano S but I just got myself in deeper trouble. I reinstalled V1.20.0 like you suggested it to the guy that has the same problem on Linux, and I did a Seed Recovery. Now everything is back to normal. Got my accounts and funds restored!!!!!!! I'm familiar with PCs but new to Crypto. This was a massive learning curve emotionally and of course technically as well!!! :D The next time no way I'm doing an update as soon as it's available. Gonna wait it out and see how others will do with the newer versions.

Thanks very much for the quick replies much appreciated. I assume regardless of me solving my problem there will be an update to fix this. Can you please keep me in the loop of communication regarding this in the future.

Thanks again guys gonna have a drink for sure now (Y) :D

Sent with ProtonMail Secure Email.

‐‐‐‐‐‐‐ Original Message ‐‐‐‐‐‐‐
On Thursday, March 5, 2020 2:23 PM, Thibaut [e-mail] wrote:

The source of the issue on Linux has been pin-pointed and a fix is on the way.

On Windows, the investigation is still ongoing but we found a bug which most probably is causing the crash, we're testing a fix right now to confirm.

—
You are receiving this because you commented.
Reply to this email directly, view it on GitHub, or unsubscribe.

[nix4me]

I also have had the same issues in linux (slackware) as above with an added Fontconfig error that nobody else seems to have. After updating to v2,0,0 and closing ledger live it would not startup again until I renamed ~/.config/Ledger Live/ and letting it create a new Ledger Live directory but failed to connect to my nano s. The Fonconfig error was:

$./ledger-live-desktop-2.0.0-linux-x86_64.AppImage
Fontconfig warning: "/etc/fonts/fonts.conf", line 102: unknown element "blank"
Fontconfig warning: "/etc/fonts/conf.avail/66-wqy-zenhei-sharp-no13px.conf", line 11: Having multiple values in isn't supported and may not work as expected
Fontconfig warning: "/etc/fonts/conf.avail/66-wqy-zenhei-sharp.conf", line 10: Having multiple values in isn't supported and may not work as expected
Ledger Live 2.0.0

So because I updated to v2.0.0 through the app I couldn't use the original ~/.config/Ledger Live
so I went back to v1.20.0 and let it create the Ledger Live dir. and installed all the apps and it works fine again.

Trying v2.0.1 it also fails unless I start without the ~/.config/Ledger Live directory spewing the same Fontconfig error as above.

[Dav3ledger]

Windows - Ledger Live 2.0.0 + 2.0.1. Fails to boot and sync. Same issue as linux still present on windows

[gre]

=> #2680 we are on it