Recent Issues with the Chrome Extension and New Fix Live

To meet the Civic token distribution window, we pushed an update to our Chrome Extension and Android users that enabled the Civic wallet in Jaxx on Sunday afternoon. Following that release, we started receiving feedback from our users regarding balance issues on a number of coins (LTC, ZEC, DOGE) where their balance was showing up as zero but the crypto to fiat exchange conversion was displaying correctly. This was just a display issue and all funds were unaffected.

Being able to replicate the issue, our development team dived into research and a potential fix and eventually decided to temporarily rollback the Civic integration so that our users could see their correct balances again. That was an all night endeavor (research, potential fix, decision to rollback) and on Monday morning, we pushed the new fix.

The Android app worked as expected but we started seeing issues with the Chrome version being completely unusable and automatically disabling itself from our users’ browsers. We did not experience this during our QA process and to this moment, we have not identified the reason as to why we are seeing this issue on Chrome. Again, during our internal testing, everything worked as expected.

This brought us to the point where everyone trying to use the Chrome extension was unable to do so due to the unknown Chrome Webstore propagation issue. Our users would see this message when checking their extensions list (by typing chrome://extensions in the address bar):

Some of our users might have tried to fix the Chrome extension by clicking the Repair button (as shown above) that their browser was offering or completely uninstalled and reinstalled the extension. Both of these processes erases Jaxx so do not click Repair in your Chrome settings. If you clicked ‘Repair’ and uninstalled your app, you will need to Pair / Restore Wallet via their 12-word Backup Phrase to regain access to their wallet.

We have issued announcements throughout our support platform and social media channels as soon as we understood that this could impact our users (even before the actual update was pushed yesterday) in order to prevent our users from being disconnected from their wallets.

We have since pushed out a temporary fix to the Chrome Webstore. Once the update is downloaded, the Jaxx Wallet should be fully functional and previous information restored.

If you are still seeing version number 1.2.20 and an error message in your chrome://extensions page you will need to force an update by enabling the Developer Mode and clicking the Update extensions now button at the top of the page:

If you uninstalled the extension and re-installed it, you will experience the same issue unless you update to v. 1.2.21. When deleting an extension, the related information is cleared as well, so the wallet needs to be restored / paired via the 12-word Backup Phrase.

If you clicked on Repair, a re-download process would have happened just as above, and Pair / Restore Wallet via the 12-word Backup Phrase is needed as well.

If you happened to only use Jaxx on the Chrome Extension and do not have a copy of your 12-word Backup Phrase please reach out to our support team here.

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