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Troubleshooting hardware device issues — where to start

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

TL;DR — If your hardware device isn't connecting, signing, or completing a health check, start with the general steps below, then follow the link to your device-specific troubleshooting article. Most issues are resolved by checking firmware, cables, and browser settings.

Device-specific troubleshooting

For issues unique to your device, go directly to the relevant article:

For the full list of supported firmware versions, see Supported platforms and hardware device firmware.

General troubleshooting steps

Work through these steps in order before contacting support.

  1. Check your firmware. Outdated firmware is the most common cause of connection and signing failures. Visit the firmware support page to confirm which version to use and how to update it.
  2. Use the right browser. Chrome is the most reliable browser for hardware device signing. If Chrome isn't working, try Brave. 
  3. Check your cable. Use the cable that came with your device. Many USB cables only charge and cannot transfer data. If you are unsure, try a different data-rated USB cable.
  4. Reconnect your device. Unplug your hardware device from your computer and plug it back in before retrying.
  5. Confirm your PIN. Make sure you have entered your device PIN correctly before attempting to sign or complete a health check.
  6. [Trezor only] Keep the Trezor Suite desktop app open in the background. It acts as a bridge between your device and your browser,  signing will fail without it running.
  7. [Ledger only] Close the Ledger Wallet desktop application before connecting your Ledger to the Casa web app. Your Ledger's screen should display Bitcoin is ready before you proceed.

**Ledger only** Do not use Firefox with a Ledger Nano S Plus, it is not supported.

If the issue is still not resolved

If you have followed all the steps above and are still experiencing a problem:

  • Standard members: email help@team.casa with a description of the problem. Include a screenshot of any error message if possible.
  • Premium and Private Client members: contact your Client Advisor directly.
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