“I clicked somewhere and everything is gone,” or how to help someone who has encountered a problem when using the bridge.

The responsibilities of community leaders include the need to help bridge users deal with their problems. And it's also one of the ConnextQuests. This article is written so that you can deal with typical user problems.

First of all, you are here to reassure the user and inform him that his funds are safe if he uses Connext. Your task is to explain where to click so that everything goes well. Or explain what went wrong and ask the user to wait. Notify the administrators about this so that they contact the team, and they, in his turn, will solve the problem if it is of a technical nature.

Navigation

1. Lyrical introduction
2. Let's figure out the explorer.
3. Transaction status.
4. No fulfill response.
5. Stucked transactions.
6. RPC F:019
7. Fees. Large fees.
8. Transaction not displayed in Connextscan.
9. No funds at wallet. Or are they already there?
10. That's it.

Straight to the point.

In the explorer, we can examine the transaction that is having problems. But first let's figure out which networks the bridge supports in principle, what if someone asks about it?

The process of using the bridge itself is extremely simple and I advise you to figure it out yourself.

Let's figure out the explorer.

And now about the explorer of transactions conducted through the bridge. On the main page we see the total number of funds blocked in the network (TVL), the total volume of transactions and their number. But we are not interested in it. We are interested in the following toolbar:

The search box is your best friend. Most often, users have questions: “What about my transaction?”, “The money never came,” and so on.

We will get to the page of a specific transaction and see all the details about it: the status of the transaction (on both sides of the exchange), which router processes the transaction, for what amount and between which networks the exchange takes place, the wallet of the sender and recipient, as well as the time of sending the transaction and the date of its combustion.

The expiration date of the transaction is set for all transactions of the same — 72 hours. If after this time the transaction is not processed and signed by both participants, the funds will automatically return to the user's wallet.*

* - the user, not the initiator of the transaction. These wallets may differ if the transaction is processed via Li.Fi . In this case, the user's wallet will be indicated by the wallet Li.Fi , and the funds will return to the same place when the date of the transaction combustion comes. You need to contact the CA with a request to notify the team about this.

The case described above happens rarely, but it happens. The user can independently change the initiator's wallet in the advanced settings, but they almost never do this. Most often, the wallet of the user and the initiator is the same, you can check this on the transaction page by clicking the Decode button.

And if it is still different, the transaction is probably initiated via Li.Fi. But it will never be superfluous to ask the user if he has changed the advanced settings.

Transaction status

There are 5 types of them in total:

• Preparing — the transaction is being prepared for execution
• Prepared — the transaction is prepared, txids are booked in blockchains, awaiting execution and processing by the router.
• Fulfilling — the transaction is processed by the router.
• Fulfilled — the transaction has been processed, funds have been transferred and received.
• Cancelled — the transaction was canceled by the router.

No fulfill response

The most common mistake is the inability to claim funds for some vague, unclear reasons, as well as if the user sees “No fullfill response". First of all, you should ask the user for the TXID, go to Connextscan and check if the transaction is already ready and he just needs to get the funds.

Do you see the blue Connect button in the upper right corner of the transaction? We send a link to the user's transaction to Connextscan and ask you to connect the wallet and brand the tokens. In 80% of cases it will work.

Transaction is stuck

Also a common problem among users is transactions stuck in the router. In this case, the transaction will look like this:

Clicking on the router in the center will take you to its page. Scrolling through below you will see the history of its transactions and, most likely, it will look like this:

Several transactions in a row with the prepared status, but for some reason they are not executed.

Why? The transaction is stuck, which means the problem is on the router's side, it cannot process the transaction either because it does not have tokens for the commission, or for other technical reasons. We go to the router's page in the transaction and look in the upper right corner how much money it has for gas.

By the way, we can send him these very tokens for gas if we want to help the user process the transaction faster, but you do it on your own, remember this.

What to do? We tag the @Engineering in chat (if you are already at least trainee), or we are waiting for trainee or administrators, if you are just a contributor. (Note: @community-admins router ROUNTER_CONTRACT is stuck)
We inform the user that the team will solve the problem in the near future, the funds are safe, and the problem itself will be solved as quickly as possible.

RPC F:019

Everything is as simple as possible here. Such an error means that the tokens have already been claimed and they are in the user's wallet. Advise him to check his wallet.

Giant fees.

The problem of large commissions in low-fees networks. It has become quite common recently.

Let's look at an example. We see that 317 DAI should have been credited to the user's wallet.

Looking at the Fulfillment TX on Polygonscan:

Where did 10 DAI go? Connext took it, but only by mistake. This is probably an SDK error.

In this case, you need to contact the Community Administrator, be sure to provide a link to the user's message about the problem.

The transaction is not displayed on Connextscan.

Another, but less common mistake is that an existing transaction is simply not displayed on Connextscan.

Why is this happening? The problem is with subgraph provider.

What to do? We tag the @Engineering in chat (if you are already at least trainee), or we are waiting for trainee or administrators, if you are just a contributor. (Note: @community-admins router ROUNTER_CONTRACT is stuck)
We inform the user that the team will solve the problem in the near future, the funds are safe, and the problem itself will be solved as quickly as possible.

The transaction is marked as successfully completed, but the user has not received funds.

Why can it be so? The user simply did not click claim button. Invite him to go to the transaction page in ConnextScan, connect the wallet, click Claim and sign the transaction. It's hard not to find the funds claim button, because it's so bright blue.

He just needs to click on the button and sign the transaction. That's it. The money has been received, everyone is happy.

But.

Everything turned out to be not so simple and the claim was still committed? Then we are interested in prepare TX and fulfill TX on the receiving side.

By clicking on them, we will get into the explorer of the receiving blockchain. There we will see where and from where the money was transferred, as well as the status of the transaction. The status is most interesting to us, but the matching of wallets is also worth checking. If the transaction is being executed, just ask the user to wait and give him a link to the transaction so that he can make sure on his own that the transaction is being executed.

If the transaction was executed and the wallets match, most likely the user simply does not see his money because of the network incorrectly installed in the wallet. Go to the user's wallet page in the receiving blockchain and check in the transaction history whether the funds have been received.

And what if the network is correct, but there are still no funds, although the transaction is executed?

Most likely, the user once upon a time (or not very long ago) signed a scam contract. And there is such an example too.

We see that the funds seem to have arrived at the user's wallet. The data in the connextscan and in the transaction are the same. And what do we have in the transactions of the user's wallet?

The second transaction is the receipt of funds from the router through the Connext contract. But, the funds were immediately sent to another wallet. Click on the Txn Hash of the first transaction and see that the transaction was initiated by a certain contract.

End.

So, we have sorted out typical problems, sorted out examples, and now we can be active here by providing timely assistance to users:

Thank you for reading, hope it was helpful!