Getting ‘INS_NOT_SUPPORTED’ Error When Trying To Add XLM
The Ledger Live is a great application for managing crypto assets stored safely off-chain. This requires the users to have the relevant apps installed on the app before being able to manage the coins.
For instance, to send Stellar from your cold wallet to a different wallet like on an exchange you first need to have the Stellar app installed on your device, and make sure that it is running on its latest version.
Today, we will go over a few fixes you could try to help you add your Stellar account when getting a ‘not supported’ type error message. Here are the fixes…
Fixes
Make sure you are using the latest version of Ledger Live.
#1: Update Ledger Live: Before doing this, first check to make sure that your Ledger Live software is on the latest version. If this isn’t up to date, you will see a banner with the update ready to download, similar to the one seen below.
#2: Restart your computer: Yes, this sounds obvious and simple, but you’d be surprised at how many times this simple trick has done the job.
#3: Try connecting with the Ledger’s own USB cable: as simple as it may seem, statistics show that about 90% of the time, the solution to this problem is to simply change the USB cable to the original one that came with the Ledger hardware wallet. However, if this is not available then try other USB cables. Unfortunately, both the Ledger Nano X and the Ledger Nano X are quite picky when it comes to USB cables. If you’re still not getting anywhere, perhaps try switching the USB to a different USB port on your computer or use a USB adaptor.
#4: Disable VPN: If running on a VPN this might cause interference with Ledger’s servers. Try to disable your proxy or VPN, and re-try to reconnect to Ledger Live.
#5: Wait a few days: Sometimes issues arise due to problems on Ledger’s side with their own servers. This is why if all solutions fail, you might be better off trying after 1–2 days to allow time for the internal issue to be fixed.
#6: Contact Ledger directly: there are sometimes issues that can only be resolved by Ledger, so it is a good idea to get in touch to see if this error is caused by Ledger’s network being down.
Conclusion
Not being able to add a fully supported account on Ledger Live is not normal. Use this tutorial to help you find a solution, but if you find that nothing seems to solve the problem, please log a support ticket with the Ledger support team. There is a possibility that there’s a server issue, one that Ledger needs to deal with.
