Troubleshooting

Start with observation, not data removal. Preserve a current wallet backup before changing software or configuration, and never send recovery material, passwords, or private keys to a support contact.

Find the symptom

Wallet or node synchronization is incomplete

1. Record the wallet or node version and its displayed block height. Compare that height and the most recent block time with the live explorer.
2. Confirm that the host clock is correct, the device is not sleeping, storage has free space, and the application reports network peers or a reachable configured node.
3. Leave the application open long enough to make progress and check whether its height advances. A wallet that is still synchronizing may not show a complete balance or submit a transaction reliably.
4. If progress stops, record the application version, operating system, architecture, local height, explorer height, and exact non-sensitive error. Review the release notes before attempting recovery. If the cause is still unclear, ask Conceal support.

A from-scratch resynchronization can discard cached chain state. Do not use it as a first diagnostic step.

A transaction is too large or asks for output optimization

A wallet balance can contain many small transaction outputs. Combining too many outputs in one spend can exceed the transaction-size limit. In Core CLI, use outputs to inspect unlocked outputs, optimize for one self-transaction, and optimize_all for repeated rounds. Desktop builds provide their supported optimization action in the application.

Before optimizing, confirm that the wallet is synchronized and backed up. Use the help built into your installed release. Optimization creates transactions to the same wallet, so wait for them to confirm before trying the original spend again. Check the current wallet RPC definitions before using commands from an old example.

The application does not start

1. Confirm that the downloaded asset matches the operating system and CPU architecture, came from the official Desktop releases or Core releases, and matches any published integrity information.
2. Launch it in the platform's normal diagnostic view, such as a terminal, so the exact startup error remains visible. Do not disable antivirus, Gatekeeper, package verification, or other platform protections merely to force an unverified file to run.
3. On Windows, an MSVCP140.dll or VCRUNTIME140.dll error indicates that the Microsoft Visual C++ runtime is missing or damaged. Use Microsoft's current supported Visual C++ Redistributable guidance; do not download individual DLL files from third-party sites.
4. If the error remains, report the application version, asset filename, checksum result, operating system and architecture, and the exact error through official support. Review logs before sharing them and remove wallet addresses or other sensitive data.

Before contacting support

Write down the software version, operating system, release asset name, local and explorer heights, the time the problem began, and the exact error. Add the transaction hash only when it is relevant and safe to disclose. Remove wallet addresses, local paths, IP addresses, account names, and credentials from screenshots and logs.

Say what you have already tried. Keep the original wallet data and logs until someone has identified the failure; repeated reinstalls and deleted data make diagnosis harder.

Resources

• Conceal Core wallet commands
• Conceal Desktop optimization source
• Conceal Core releases
• Microsoft supported Visual C++ Redistributable downloads