• How to make HAR file for Troubleshooting

    When working with Noones support, we may sometimes ask you to collect a HAR capture, which can be used for troubleshooting.

    HTTP Archive (HAR) is a format used to track information between web browsers and websites.
    HAR files represent recording of browser activity and possibly contain sensitive data, including the content of the pages visited, headers, cookies and other data.

    Generate a HAR file in Chrome

    1. Open Chrome and go to the page to be recorded.

    2. Click the more actions menu (...) to the right of the toolbar and select More tools > Developer tools.

    3. Select the Network tab.

    4. Ensure that Chrome is recording by clicking the gray record button. A red button indicates that a recording is already in progress.

    5. Select Preserve Logs.

    6. Clear any existing logs by clicking Clear (🚫)

    7. Go to the page where the issue occurred and reproduce the issue.

    8. Right-click anywhere in the list of network requests and select Save all as HAR with content.

    9. Save the file.

    Generate a HAR file in Firefox

    1. Open Firefox and go to the page to be recorded.

    2. Click the more menu() and then Web Developer > Network.

    3. In the developer tools docked tab select Network.

    4. Go to the page where the issue occurred and reproduce the issue. The page automatically starts recording as you navigate.

    5. Right-click anywhere in the File column and select Save All as HAR.

    6. Save the file.

    Generate a HAR in Safari

    If you don’t see the Develop menu in the menu bar.

    1. Select Safari > Preferences.

    2. Click Advanced.

    3. Select Show Develop menu in menu bar.

    4. Open Firefox and go to the page to record.

    5. From the Develop menu select Show Web Inspector.

    6. Select the Network tab.

    7. Select Preserve Logs.

    8. Go to the page where issue occurred and reproduce the issue.

    9. Click Export and save the HAR file.

    10. Save the file.

     
     
     
  • Phone Number Verification Issues

    If you're trying to verify your phone number in Noones, but didn't receive the verification code via SMS, there could be an issue with the country's SMS gateway, which is beyond our control. One possible solution is to try another mobile service provider.

  • Bitcoin Send Out is Delayed, Send Out without Transaction ID

    This is what you need to do when you send out cryptocurrency and see a message showing "Bitcoin queued to send out".

    • If the transaction is already listed on the blockchain, this could be a slowdown on the blockchain network
    • If it shows in queue and not showing on the blockchain, this could be a failed send out within Noones—report this to our Support team, so the send out batch can be rebroadcasted manually.
  • Copy/Paste Problem with Wallet Address

    There are times when the wallet address you copied becomes different after pasting it to the text field, and this is because of some malicious software installed on your computer.

    Here's what you should do to prevent this from happening:

    • Check if there's a malicious browser extension or some sort of other malicious software installed on the user's computer that monitors the clipboard for bitcoin addresses and replaces them
    • Carefully scan your browser for extensions and scan your PC with an anti-malware tool
    • Always double-check the wallet address before hitting "SEND" as these transactions are irreversible—read this article for more information
  • Email Notifications Not Received

    If you encounter an error wherein email notifications from Noones are not being received, follow these steps to fix the issue:

    • Go to your Account settings and check Notifications settings
    • Tick for notifications you want to receive

    If you are not getting notifications for trades but you are receiving all other notifications and notification settings are correct:

    • Check the spam folder. Maybe their email provider like Gmail or Microsoft or anything else is blocking emails that contain certain words.
  • "Error Uploading File"

    If you encounter an error when uploading a file in the trade chat, double check if it meets the following requirements:

    • File formats accepted: jpeg, jpg, png, and pdf
    • Maximum of 3 files can be uploaded simultaneously
    • Maximum file size is 300MB

    If the mentioned requirements are met and still getting an error, contact our support team with a screenshot or video recording to assist you better.

  • Invalid Parameters. Missing Bitcoin Address.

    An "Invalid Parameters. Missing Bitcoin Address." error message after clicking "SEND" means that the BTC address is still being generated. You can try again after a few minutes or contact our support team to generate a new wallet address for you. 

  • Trade Chat Not Opening

    If you started a trade in Noones, but the trade chat won't load or initialize, please follow the steps below to fix the issue:

    • Clear the cache and cookies, and try using a different browser
    • If this solution does not work, please check the status on Firebase
    • If the status is OK, please contact our Support team for additional assistance
  • Why Do I Receive "Unknown Bitcoin Address" Error Message?

    You may encounter an "Unknown Bitcoin Address" error message when sending Bitcoin to an external wallet. This may happen because:

    • You have entered an incorrect wallet address
    • You have entered a non-existing wallet address
    • You have entered an address that is not a Bitcoin network address

    To resolve this error, do the following: 

    • Verify the wallet address you enter
    • Ensure you have entered a valid bitcoin address
  • Not Receiving Emails from Noones

    If you’re not receiving emails from Noones, here’s what you can do to fix this:

    • Ensure you have logged in to the correct email address which you used to register in Noones
    • Check your spam folder. Sometimes our emails could be sitting there
    • Whitelist Noones email addresses. Meaning, add our email addresses to your trusted list of senders. (The process may vary from one email service provider to another)
    • Email addresses to whitelist:
      • noreply@noones.com
      • privacy@noones.com
      • support@noones.com
    • Ensure that your email client or service provider is working normally
    • Select a popular email domain if possible

    Check out our security guide for more information on how to protect your Noones account. If you received a suspicious email from our company, read this article to find a solution.

  • What Do I Do If I Have a Transaction or Hedging Issue?

    There could be a few reasons why your transaction in Noones are taking longer than usual. This is what to do if you encounter it:

    Check Noones’ Status Page

    One solution to figuring out why you may be having issues in Noones is to check our Noones Status Page. 

    On this page, you can see which areas in Noones are currently running of if the team anticipates any delays. We have status checks for specific areas of Noones; The areas on the status page include Marketplace, Wallet, Account, Notifications, API, and Mobile Apps.

    You can also check for any incidents the site previously underwent. This will tell you if there are any current issues that are being investigated, identified, or resolved.

    Check the Transaction Status 

    One of the reasons why your trade may not be completed at a fast rate is that the blockchain is taking time to confirm your trade. This could be due to mempool congestion. In this instance, you can check your Bitcoin transaction status. By doing this, you can gather more information about your transaction and where it is in the blockchain.

    What to do if you still don’t have an answer?

    If you still don’t have an answer after following the above steps, we recommend that you reach out to our Support team.