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Troubleshooting

Most problems are a node still syncing, a recipient who has not answered yet, or, on the desktop, a busy port.

"Node not synced": cannot send​

Sending opens when the node has caught up. Wait, or choose another node: Settings › Node on the desktop, the node icon on the Wallet tab on the phone. See Nodes.

"Epicbox not answering"​

The wallet cannot reach its Epicbox server. If it stays like this, check the connection or pick another server (Epicbox). Meanwhile Direct · File Transfer works.

A send says "Waiting for recipient"​

Their wallet has not answered yet. Ask them to open it. If they never will, cancel the send in Activity to unlock the outputs.

A payment has not arrived​

  • Check that the node is synced and Epicbox is connected: the status icons on the phone's Wallet tab, or Receive on the desktop.
  • After a change of Epicbox server, the sender needs the new address.
  • The sender's wallet also has to finish the transaction; then it waits for its confirmations.

Tor says "Not connected"​

Tor could not reach its network. Retry, or turn Tor off; nothing goes out over Tor meanwhile. Tor is blocked in some countries. See Tor.

"Port 3415 is used by another program" (desktop)​

Another program, often another Epic wallet, uses the port for Link · HTTP payments. Close it, then press Try again on Receive. Epicbox, Link · Tor and Direct · File Transfer keep working meanwhile.

"Another Epic program is using this folder" (desktop)​

Another Epic wallet or node has the same files open. Close it and try again.

"Wrong password" or a forgotten PIN​

  • Desktop: check Caps Lock and the keyboard layout. A forgotten password: restore the wallet from its recovery phrase and choose a new one.
  • Phone: Forgot PIN? deletes the wallet on the unlock screen; restore it from its recovery phrase with a new PIN. Without the phrase the EPIC cannot be recovered.

An action is greyed out: "Offline mode" or "Waiting for Tor"​

Offline or Tor only is on in Advanced. Set the mode back to Standard there, or wait for Tor to connect. See Network modes.

The balance looks wrong​

Run Recheck balance (desktop: Settings › Recheck balance; phone: Settings › This wallet › Recheck balance). It reads the whole blockchain again for this wallet's outputs.

Payments by another wallet​

A row called Sent from another wallet or Received by another wallet is a payment of another wallet that uses the same recovery phrase. The chain shows these coins spent or received, so this wallet lists it with the amount only.

If you use no other wallet with this phrase, ask another node first: switch to another node and run Recheck balance. A node that leaves coins out of its answers can make them look spent. If they still show spent, someone else may have the recovery phrase: move the EPIC to a new wallet with a new phrase.

Coins held by another device​

See Linked devices.

Still stuck​

Report a problem in Help sends a description and cleaned logs to BT LABS. The screen shows exactly what is sent. Or write to support@btlabs.uk. Never send your recovery phrase to anyone.