General hardware device troubleshooting

If you're having an issue adding, signing, or health checking a hardware device, we have some device-specific articles with troubleshooting suggestions unique to that device.

See the links below to be directed to troubleshooting support for your specific device: 

Trezor Troubleshooting

Ledger Troubleshooting

Coldcard Troubleshooting

For a full list of our support devices, see Supported platforms + hardware wallet firmware.

Below are some general troubleshooting suggestions for hardware device issues. 

  1. Ensure your firmware is up to date. Check out our firmware support page to know which firmware to use and how to update it.
  2. Chrome is the most reliable browser for hardware device signing. Avoid using Firefox or Brave with Ledger and Trezor, specifically.
  3. Reconnect your device to your computer.
  4. Make sure you've entered your PIN correctly.
  5. If you're using a Ledger, make sure the Bitcoin app is open and your device says 'Application is ready.'
  6. If you're using a Trezor, make sure the Trezor Suite Desktop app is open because it acts as a bridge when connecting your device.

If you've tried the steps above and are still getting an error, please send the error description to our support team. Including a screenshot of the message may also be helpful. 

Platinum and Diamond members can reach out directly to their Client Advisor.

Gold members may submit a support request here

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