When you open Dex, the app connects to our servers to download your collection data. During this process, you'll see a loading screen with a message like "Gathering your collection..." on Web and Android, or "Retrieving the latest data" on iOS.
If the app stays on this screen and doesn't finish loading, it usually means something is preventing the connection to our servers.
Common Causes
This issue is most often caused by network settings that block or interfere with the app's connection:
- VPN or Firewall: An active VPN or firewall can block the network requests Dex needs to load your data.
- Custom DNS Providers: Services like NextDNS, AdGuard DNS, or Pi-hole may block some of the domains Dex uses.
- Unstable Internet Connection: A weak or intermittent connection can cause the loading process to time out.
How to Fix It
- Try switching between Wi-Fi and mobile data to determine if the issue is specific to one network.
- Disable any active VPN or firewall temporarily and reopen the app.
- Disable custom DNS providers such as NextDNS, AdGuard DNS, or similar services, then try again.
- Restart the app after making changes to ensure a fresh connection attempt.
If the app loads successfully after disabling one of the above, that service was likely the cause. Consider whitelisting Dex's domains in your DNS or firewall configuration to keep using both.
Still Not Working?
If the problem persists after trying all the steps above, please contact our support team so we can investigate further.