Documentation

Troubleshooting

Common Issues and Solutions

Resolve the most common issues quickly with these solutions.

Device Not Recognized

If your computer doesn't recognize the device:

Windows

powershell
# Check Device Manager
1. Open Device Manager
2. Look under "Universal Serial Bus controllers"
3. If you see a yellow warning, update drivers

macOS

bash
# Check System Information
1. Apple menu > About This Mac > System Report
2. Navigate to USB section
3. Verify device appears in list

Linux

bash
# Check USB devices
lsusb | grep -i "device"

# Add udev rules if needed
sudo wget -O /etc/udev/rules.d/51-device.rules   https://example.com/udev-rules
sudo udevadm control --reload-rules

Connection Issues

Try these steps in order:

  1. Use a different USB port
  2. Try a different USB cable
  3. Restart your computer
  4. Update companion software
  5. Try on a different computer

PIN and Access Problems

Having trouble with your PIN or accessing your device? Here's what to do.

Forgotten PIN

If you've forgotten your PIN:

Important: After 16 incorrect attempts, the device will wipe itself for security.

Recovery Process

bash
Steps to recover:
1. Do NOT continue guessing
2. Wipe the device (see manual wipe instructions)
3. Restore from recovery seed
4. Set a new PIN

PIN Entry Issues

If the PIN entry is not working correctly:

  1. Ensure screen is clean and dry
  2. Try entering PIN slowly
  3. Restart the device
  4. Update firmware to latest version

Manual Device Wipe

To manually wipe your device:

bash
# WARNING: This will erase all data
# Only proceed if you have your recovery seed

1. Hold both buttons during startup
2. Follow on-screen instructions
3. Confirm wipe operation

Display and Interface Issues

Solutions for display problems and interface glitches.

Blank or Dim Screen

If the screen is not displaying properly:

Quick Fixes

  1. Check USB cable connection
  2. Try different USB port (must be USB 2.0 or higher)
  3. Adjust screen brightness in settings
  4. Restart device

Advanced Troubleshooting

bash
Diagnostic steps:
1. Connect to power source directly
2. Test with USB-C to USB-A adapter (if applicable)
3. Verify power output of USB port
4. Check for firmware corruption

Unresponsive Buttons

If buttons are not responding:

  • Clean around buttons gently
  • Ensure no case or cover is interfering
  • Try a harder press
  • Contact support if physical damage suspected

Screen Artifacts or Glitches

bash
# Resolution steps:
1. Force restart device
2. Update to latest firmware
3. Perform factory reset (with recovery seed ready)
4. Contact technical support