[Bug]: Metamask doesn't load - accounts don't show up

[yaerna1984]

Describe the bug

The Metamask app on my phone started to fail out of nowhere last night. Now, after I enter the password(or use my fingerprint) and log into my account, nothing happens - it just keeps spinning and the app never loads. I attached a video below. I also don't see any of the wallets I've had on the device. (It just acts like there are no wallets associated with the app.) To state the obvious, I can't send any of the tokens-have access to the funds. It doesn't let me reveal the secret recovery phrase either. When I enter my password to retrieve the secret recovery phrase, it says "Couldn't unlock your account. Please try again." (Couldn't attach a screenshot since the app doesn't allow me to take screenshots while on private key screen.) I'm sure my password is correct because if I enter something else, it says "Incorrect password". If I go to settings -> general, I get the following error message: "View: Root. TypeError: Cannot read property toLowercase of undefined". I checked my internet connection and tried restarting my phone, but no change. Unfortunately, I can't reinstall Metamask because I don't have the SRP. I've seen people report similar bugs for Firefox, but haven't seen any for Android. I've attached a video. (except for the part where I try to reveal the SRP.) Any help-feedback would be much appreciated. I feel so lost and overwhelmed.

Edit: On a related bug report, someone mentioned this error might be caused due to using only lowercase letters for the account's password, but mine has both upper and lowercase letters. And I haven't changed my password since I created the wallet. But the error started happening last night for the first time. So that can't be it.

Expected behavior

To load the app and show the accounts I've had on the app.

Screenshots/Recordings

https://github.com/MetaMask/metamask-mobile/assets/155049521/affa1803-a629-4a53-8475-ecd51f15ddb3

Steps to reproduce

I don't know what caused it, so I don't know how to reproduce it. But I attached my state logs below in case you want to take a closer look.

Error messages or log output

View: Root
TypeError: Cannot read property 'toLowerCase' of undefined

Version

7.12.3

Build type

None

Device

Xiaomi Mi Note 10 Lite

Operating system

Android

Additional context

I've had this phone for more than 3 years now and had Metamask installed since day 1. It's got good RAM and enough storage space to support additional memory needs just in case. I have seen times where the app wasn't running fast enough, but this is a first for me. I've had some funds on Ethereum and Metis. I had my wallet connected to Uniswap on Ethereum via WalletConnect and I was also connected to OpenOcean on Metis via the in-app browser. (Was switching between, taking trades on both chains.) Last night I wanted to take a trade on Uniswap but I realized my balance wasn't showing up on Uniswap's site. So I tried connecting to Uniswap using the in-app browser. (Though I'm not 100% sure, I think I was on Metis chain when I tried that and I was able to see my account's details such as tokens I added and wallet address at the top at the time but the balances weren't loading which isn't unusual. - it usually takes a few seconds to load.) But when I tried to, it didn't show any wallets I could connect to. I thought it was a glitch so I tried restarting the app and then my phone. But now when I run the Metamask app, I see the screen keep loading, my accounts don't show up. (Please see the video.) When I go to the in-app browser and try connecting to Uniswap now, it just says () for the wallet name and says my balance is $0. And even though I've got the right password for the account, it doesn't let me reveal the key phrase, probably due to a disconnect or an error in the app. When I go to the general tab under settings, it says View: Root TypeError: Cannot read property '.toLowerCase' of undefined.

Severity

The impact of this bug on a user is very critical as it makes the app unusable/funds inaccessible for the average user.

From what I've seen on the community forum and Consensys' Discord server, this error was first mentioned about 6 months ago. However, it looks like more and more people have been getting this error recently and the number is going up fast. (I've seen at least 5 people asking about the same issue on the discord group this week alone.)

If you have any follow-up questions, please feel free to contact me here or on Discord(manco917) as I'd like to regain access to my funds in my accounts asap. Thank you for your help!

[yaerna1984]

Attached are my state logs: 9833645694632.txt

[yaerna1984]

@anaamolnar (Same issue with PR #8140)

[yaerna1984]

I hope I don't come off rude by saying the following at this time of the year, but can the dev team please take some time to look at this critical issue? Due to this bug, we can't access our funds. The app doesn't load, which is one thing, but it doesn't recognize the account so it doesn't let us reveal the SPR though we've got the right password. More and more people are starting to have the same issue. And I've seen a few bug reports going back 3 months on this issue, which is very overwhelming.

Here's a few other bug reports on this subject: (pretty sure there are more - some people just posted about it on the community forum.) #8140 #7365

Thank you for your help!

@anaamolnar @gauthierpetetin @kevinghim @jpcloureiro @sethkfman @frankvonhoven @jpcloureiro

[yaerna1984]

Update: I managed to find my secret phrase so I now have access to the account, but I've seen other people having this issue so I'll keep the bug report open so you can dig deeper and help them out. Thanks!

[anaamolnar]

Hey @yaerna1984. Thanks for taking the time to write this report! The team will start looking again into this next week. I am happy to hear you found your secret recovery phrase. Please let us know if you are able to replicate this after reinstalling the application. We have not found the root cause of this yet. Happy New Year!

[yaerna1984]

Hey @yaerna1984. Thanks for taking the time to write this report! The team will start looking again into this next week. I am happy to hear you found your secret recovery phrase. Please let us know if you are able to replicate this after reinstalling the application. We have not found the root cause of this yet. Happy New Year!

Thanks for getting back. Unfortunately, I wasn't able to replicate the issue. After I secured my funds, I reinstalled the app and it's been working fine since then. I think one crucial thing to note here is that once you get this issue, nothing makes the app work again. So something definitely breaks in a way that restarting the app/phone doesn't help at all. From my understanding, I don't think this would happen unless the files get corrupted in some way(in which case the accounts wouldn't be easy to recover) or if the app somehow doesn't recognize the accounts. But I don't think the first scenario is likely given the app was able to confirm my password when I was logging in or when I was trying to reveal my account's secret phrase. And if it was a syntax error, restarting the app would work fine, so that's probably not it. I can also confirm that the bug doesn't have anything to do with the password like Kevin mentioned here as a possible cause: https://github.com/MetaMask/metamask-mobile/issues/7365#issuecomment-1741392847 - my password had both lowercase and uppercase letters along with numbers and special characters and I never changed it since I installed the wallet 3 years ago.

[JoshuaDuChene]

I'm having the exact same symptoms that yaerna1984 described, all the way down to the "Root" error code in General, the forever spinning while loading wallets, and the "Couldn't unlock your account. Please try again." error when trying to access my private seed phrase. Literally the exact same symptoms.

I'm on an iPhone SE 2, on which I've been using the MetaMask app since I purchased the phone new in April 2020. The MM issue just started for me within the last week or so. I updated the MM app from the app store in hopes that would fix it, but the issue persists.

Thanks for such a thorough explanation, OP, as it saves me an immense amount of time typing it all out myself. I just wanted to leave this comment so the support team has another data point about this bug, including my phone model.

EDIT: I reinstalled MetaMask and I no longer have this issue. However, when trying to add the Gnosis Chain to my custom networks, each time I typed the Chain ID of 0x64, the app would crash. I had to use the standard integer equivalent of 100 to successfully add the network.

[yaerna1984]

I'm having the exact same symptoms that yaerna1984 described, all the way down to the "Root" error code in General, the forever spinning while loading wallets, and the "Couldn't unlock your account. Please try again." error when trying to access my private seed phrase. Literally the exact same symptoms.

I'm on an iPhone SE 2, on which I've been using the MetaMask app since I purchased the phone new in April 2020. The MM issue just started for me within the last week or so. I updated the MM app from the app store in hopes that would fix it, but the issue persists.

Thanks for such a thorough explanation, OP, as it saves me an immense amount of time typing it all out myself. I just wanted to leave this comment so the support team has another data point about this bug, including my phone model.

EDIT: I reinstalled MetaMask and I no longer have this issue. However, when trying to add the Gnosis Chain to my custom networks, each time I typed the Chain ID of 0x64, the app would crash. I had to use the standard integer equivalent of 100 to successfully add the network.

Thanks for your comments, I'm sure many others face the same issue. Reinstalling Metamask worked fine for me as well. The problem is that if you don't have the secret phrase of your account, by the time you get this issue, there is no way you can reveal it.

[sethkfman]

This should be addressed by #8201 and will be released in version 7.15.0. Please reopen or comment if issue persists.

[chris13524]

I have the same exact issue on MetaMask Mobile v7.16.0 (1265) on Android 14. App isn't loading after several minutes of waiting. Going to Settings -> General shows the same crash screen.

The error is also:

View: Root
TypeError: Cannot read property 'toLowerCase' of undefined

[gauthierpetetin]

@chris13524 what you're describing is now tracked in this issue: https://github.com/MetaMask/metamask-mobile/issues/7365

We're adding some logs in release 7.17.1 to help us identify the root cause for this issue.

[nbrown9119]

Hi, I’m having this issue and it started a couple of days ago. I’m running on Android and v7.17.1. I opened a new wallet address and transferred assets over, then on the same day I get this error. My big issue is I don't have access to the SRP. When I enter my password to retrieve the secret recovery phrase, it says "Couldn't unlock your account. Please try again."

I don’t have the SRP written down elsewhere but it was backed up on the app. Any suggestions please? I’m in contact with support but don’t want to reinstall the app cause I don’t have the SRP.

[nesty92]

Hi @gauthierpetetin, I'm having the same issue here look at the [missing {{accountName}} value]

[nesty92]

@nbrown9119 did you have any luck recovering the account?

[nbrown9119]

Not recovered the account. I'm waiting for a bug fix to show me the SRP so I can reinstall the app.

[sigspam]

Similar issues as @nesty92 @nbrown9119 @yaerna1984 . Just happened today out of the blue. Upon logging into Metamask, wallet just infinitely loads. Unable to recover SRP or private key. When I input my password for SRP, "Couldn't unlock your account. Please try again." appears. Waiting for bug fix or an update to reveal SRP at least.

Metamask 7.18.0 Android 13

[gauthierpetetin]

Re-opening this issue (despite it probably being a duplicate of https://github.com/MetaMask/metamask-mobile/issues/7365) to make sure we don't loose track of the recent comments.

[vpintorico]

Hi team, any update on this one?

[AlexJupiter]

We are waiting to see if the new Keyring controller updates will have an impact on this. If there is no change in a couple of weeks in regards to this bug, we'll need to come back to this.

[AlexJupiter]

This is the dependency that needs to get resolved.

[sigspam]

We are waiting to see if the new Keyring controller updates will have an impact on this. If there is no change in a couple of weeks in regards to this bug, we'll need to come back to this.

Can't even enter app with password now. This error appears.

[sigspam]

Update on error.

[github-actions[bot]]

This issue has been automatically marked as stale because it has not had recent activity in the last 90 days. It will be closed in 7 days. Thank you for your contributions.

[sigspam]

Just loads like this & crashes after a few seconds. now. Game over boys.