Troubleshooting¶
If youâre having trouble with Plug, this guide is meant to address common errors you may see while attempting to load NFTs.
For issues with other topics, see:
Please work through this guide before reaching out to support, the first thing our support team will send you is this troubleshooting guide. If you still have issues after trying these steps, contact us.
Why are my NFTs not showing up?¶
Thereâs a few reasons why NFTs could be not showing up in your Plug account.
- The NFT project is not supported by DAB.
- DAB is down, unable to fetch the canister registry list for NFTs.
- The projectâs NFT Canister is down.
- The Internet Computer Subnet is down.
To begin troubleshooting, weâll need to figure out what the error message is by checking background controller logs. To do this, weâll access the Plug extension Background Console.
How to access Plugâs Background Console?¶
Press the âExtensionsâ button in the top right corner of your browser. Click âManage Extensionsâ Enable âDeveloper Modeâ in the top right corner of the âManage Extensionsâ page. Finally, open the console by clicking âbackground pageâ next to âInspect Viewsâ on the Plug extension modal.
You have successfully opened Plugâs Background Console, please take note of the error and continue with the troubleshooting guide below.
NFT Project Not Supported Error: Not Supported by DAB¶
If there is no error message at all, it is possible the NFT is still not supported by DAB's NFT list. To solve the problem, reach out to the NFT project team members and ask if they have integrated their NFT project with DAB.
You may check the list of integrated DAB NFT projects here.
Weâre always adding new projects & standards, reach out to us in Discord and request to get the project added to DAB.
DAB is Down Error - Error with Canister ID âaipdg-waaaa-aaaah-aaq5q-caiâ¶
If you se an error message with the Canister ID below, it might mean that DAB is down and unable to fetch the Registry List for NFTs - âDAB Down Errorâ.
Reach out to the DAB team in our Discord, in the #dab, #plug or #support channel. Thereâs nothing that can be done from your end as a user to resolve this issue.
Stay up-to-date with us on our Twitter for maintenance updates @plug_wallet & @dab_ooo or alternatively, join our Discord where an announcement will be posted as soon as the issue is resolved.
NFT Collection Canister is Down or Out of Cycles¶
If there is an error with the NFT projectâs Canister ID, it means the projectâs NFT Canister is down.
To troubleshoot if the projectâs NFT canister is down, follow the steps below:
- Visit the NFT projectâs GitHub, Website, Discord.
- Reach out to one of their team members and find their Canister ID.
- Compare their Canister ID to the errors in the Background Console error logs.
- If you see the same Canister ID, it means the projectâs NFT Canister is down.
Thereâs nothing that can be done directly from Plug to troubleshoot this issue, please contact the team of the asset/canister/NFT that isnât loading for more information and wait for them to bring it back online.
502/503/504 Errors - Subnet is Down Error¶
If nothing is loading or showing, you may receive the âSubnet Downâ error message, this means that the Internet Computer is currently having some trouble processing requests to the subnet due to a variety of factors such as high traffic, performance upgrades, user throttling, etc.
Thereâs nothing Plug can do to resolve this issue, please wait until the subnet is brought back online & stay up-to-date with Internet Computer.
You may learn about the status of the Internet Computer here: https://status.internetcomputer.org/
FAQs Regarding NFT Management¶
How do I send my NFTs to Stoic Wallet or other wallets?¶
Plug makes sending NFTs very simple, to send your NFT to another IC wallet make sure the following conditions are met.
The NFT Standard is supported. The wallet uses Principal ID.
Once you have verified that these conditions are met, you may send NFTs by following the instructions below:
Copy the Principal ID of the wallet you are attempting to send your NFT to. Click on the âNFTsâ tab and select the NFT you wish to send. Click âSendâ and paste the Principal ID of the wallet you wish to send to.
Once you click âContinueâ the NFT will be sent to the other wallet. Congratulations on sending your NFT successfully using Plug! âď¸
If your issue persists please reach out to us in the #support channel of our Discord with a short explanation of the error, your browser version, and your OS version so we can begin the troubleshooting process and help you resolve the issue.
You may find the link to our Discord here.
How do I send my NFT to Plug from Stoic Wallet or other wallets?¶
To send your NFT from another IC wallet make sure the following criteria is met:
- The NFT is supported in Plug.
- The wallet you are sending supports sending to a Principal ID.
Once you have verified the criteria above is met, you may simply send your NFT to Plug by performing the following steps:
- Copy the Principal ID from Plug by clicking the top header.
- Select the NFT you wish to send from the other wallet.
- Paste your Plug Principal ID, and press âSendâ.
Congratulations, you have successfully sent your NFT from another wallet to Plug. We hope you decide to keep it in Plug đ
I can see my NFT in Entrepot or other apps but not in Plug?¶
If you are able to see your NFTs in Entrepot, but you cannot see them in Plug, it is possible that:
- Plug doesn't support that NFT collection yet.
- There is an error that is impeding the asset from loading.
Please check the sections above to troubleshoot this issue and verify if the NFT is supported or not yet.
My issue still persists or is not covered here!¶
If your issue persists please reach out to us in the #support channel of our Discord with a short explanation of the error, your browser version, and your OS version so we can begin the troubleshooting process and help you resolve the issue.
You may find the link to our Discord here.