# Troubleshooting Find the symptom that matches what you see. Most problems are fixed by the first two sections. **KeepKey support will never ask for your recovery phrase.** No app, website, email or support agent needs it to fix a connection problem. Anyone who asks for it is trying to steal your funds. ## Start here: get the right, latest software Old or fake software causes more problems than anything else. Check these four things first. ### 1. Download KeepKey Desktop only from keepkey.com/desktop The only official download is [**keepkey.com/desktop**](https://keepkey.com/desktop). Do not install KeepKey software from search ads, look-alike websites, file-sharing sites or links in messages. Fake wallet apps exist to steal recovery phrases. See [Install](/docs/desktop/install) for the right file for your computer. ### 2. Check your app version and update it 1. Open **Settings** and expand **Application**. 2. **App Version** shows the version you are running. 3. Choose **Check for Updates**. You'll see either **You are on the latest version** or **Version … available**. KeepKey Desktop also checks for updates shortly after it starts. When a new version exists, a banner says **A new version is available** with **Download** and **Later**. - **Windows and macOS:** **Download** opens the KeepKey website, which offers the right installer for your computer. Download it, quit KeepKey Desktop and run the installer to replace your current version. - **Linux:** the app downloads the update itself. When it says **Update downloaded and ready**, choose **Restart to Update**. If the update check fails, or you can't open Settings, download the latest version from [keepkey.com/desktop](https://keepkey.com/desktop) and install it over your current one. Leave **Pre-release Updates** off unless support asks you to turn it on. ### 3. Remove old KeepKey software that can grab your device Only one app can use your KeepKey at a time. Older KeepKey software can take the device before KeepKey Desktop sees it. Quit it, and uninstall it if you no longer use it: - **The retired, ShapeShift-era app, also called "KeepKey Desktop"** (from github.com/keepkey/keepkey-desktop, with a "dApp Store"). Same name, different app. It is no longer supported. - **KeepKey Client** and **KeepKey Updater**. Both are retired; KeepKey Desktop now updates your device's firmware. - **Old KeepKey browser extensions**, and other wallet apps or browser tabs that connect to hardware wallets. How to tell the current app apart: current installers from keepkey.com/desktop have file names starting with `KeepKey-Vault-` (for example `KeepKey-Vault-…-arm64.dmg` or `KeepKey-Vault-…-win-x64-setup.exe`), and the app has no "dApp Store". If you are not sure which one you have, uninstall every KeepKey app and install fresh from [keepkey.com/desktop](https://keepkey.com/desktop). Your funds are secured by your device and recovery phrase, not by the app, so reinstalling the app does not affect them. If another program still holds the device, KeepKey Desktop shows [Device In Use](#device-in-use-keepkey-claimed-by-another-app). ### 4. Update your KeepKey firmware from inside KeepKey Desktop When your device needs new firmware, KeepKey Desktop offers the update after you connect. Follow [Firmware updates](/docs/desktop/firmware). To see which firmware is the current published release, check [Release status](/docs/firmware/release-status). Do not install firmware from any other site or tool. ## KeepKey not detected: checklist for every computer Work through this list in order. Unplug and re-plug the KeepKey after each change. 1. **Use a data cable.** Many USB cables only charge and carry no data. Use the cable that came with your KeepKey or one you know transfers data. 2. **Plug straight into the computer.** Avoid hubs, docks, monitors and keyboard ports. Try each port. 3. **Try another cable and another port.** 4. **Quit other wallet apps** and close browser tabs that connect to hardware wallets. 5. **Quit and reopen KeepKey Desktop.** On Windows, check the system tray to make sure it has fully quit. 6. **Restart the computer** if nothing else works. You do not need to choose a connection type. KeepKey Desktop first tries the device's WebUSB connection and, if that doesn't work, automatically tries HID. Older devices and devices in bootloader mode can connect over HID. ## KeepKey not detected on Windows When no device is found, the KeepKey Desktop start screen shows **Trouble connecting? Run diagnostics**. Choose it. The check reads how Windows sees your KeepKey, changes nothing, and tells you the likely cause: - **Windows doesn't see a KeepKey at all.** Use another data cable and a port directly on the computer. Try each port. - **A conflicting USB driver is bound to your KeepKey.** A driver left over from an old KeepKey app or a tool such as Zadig is attached instead of WinUSB. Remove it in Device Manager (steps below). - **Windows cached a bad driver record for your KeepKey.** Windows has recorded that the device has no driver and won't retry. Remove it in Device Manager (steps below). - **Windows sees your KeepKey with the correct driver, but the app can't open it yet.** Usually a slow hub or dock, or another app holding the device. Plug in directly, quit other KeepKey apps and close browser tabs using WebUSB, re-plug, and wait about 15 seconds. - **Your KeepKey is detected by the system.** Fully quit KeepKey Desktop (check the system tray) and reopen it. If it persists, restart the computer. **Remove a bad or conflicting driver in Device Manager:** 1. Right-click the **Start** button and choose **Device Manager**. 2. Find the KeepKey under **Universal Serial Bus devices** or **Other devices**. Look for a warning icon. 3. Right-click it and choose **Uninstall device**. Tick **Delete the driver software** if offered. 4. Unplug the KeepKey, wait a few seconds, and plug it back in. 5. Choose **Run again** in the diagnostics. If the problem persists, choose **Copy report** and paste the report into a request at [support.keepkey.com](https://support.keepkey.com). The **Contact support** button opens that site. ## KeepKey not detected on Mac KeepKey Desktop has no Mac-only connection settings, so the fix is usually the cable, port or another app holding the device. 1. **See whether your Mac sees the device.** Open **System Information** (search for it with Spotlight), then select **USB** under **Hardware**. With the KeepKey plugged in, look for a device made by **KeyHodlers, LLC**. It is listed under your device's name. - **Not listed:** the Mac can't see the device. Change the cable, port or adapter. - **Listed:** the Mac sees it. Quit other wallet apps and old KeepKey software, then quit and reopen KeepKey Desktop. 2. **USB-C Macs:** use a simple USB-C cable or adapter plugged directly into the Mac. Docks, hubs and monitor ports often cause problems. 3. **Right download:** Apple Silicon (M-series) Macs use the `arm64` download and Intel Macs use the `x64` download. See [Install](/docs/desktop/install). 4. If macOS warns you about the app, don't override the warning. Delete the app and download it again from [keepkey.com/desktop](https://keepkey.com/desktop). ## KeepKey not detected on Linux If Linux blocks access to the device, KeepKey Desktop shows **KeepKey detected, but Linux is blocking access**. 1. Choose **Fix it for me** to install the udev rule. Watch for the system password prompt, which may be behind the window. Or choose **Manual install** to see the terminal command. 2. Unplug and re-plug the KeepKey. To check whether Linux sees the device at all, run `lsusb` in a terminal and look for ID `2b24`. If it isn't listed, change the cable or port. [Linux tips](/docs/desktop/linux-tips) explains the udev rules, group membership and how to verify them. ## "Device In Use": KeepKey claimed by another app This screen means KeepKey Desktop found your KeepKey, but another application has claimed it, for example the old KeepKey Desktop app, a browser extension or `scdaemon`. 1. Close other apps using your KeepKey (see [old KeepKey software](#3-remove-old-keepkey-software-that-can-grab-your-device)). 2. Unplug and re-plug the device. 3. KeepKey Desktop reconnects automatically. It shows **Waiting for device to become available...** until the device is free. ## Firmware update failed or KeepKey stuck in bootloader mode Your recovery phrase still restores your wallet. **Do not wipe the device** to fix a failed update. 1. Quit and reopen KeepKey Desktop with the KeepKey connected. When it finds the device in bootloader mode, it offers to install firmware. 2. If the app asks you to enter bootloader mode: 1. Unplug your KeepKey. 2. Hold down the button on the device. 3. While holding, plug in the USB cable. 4. Release when the bootloader screen appears. 3. While updating, **do not unplug your device.** Interrupting an update can brick it. 4. After the update, reconnect normally **without** holding the button. Holding it puts the device back into bootloader mode. More in [If the update fails](/docs/desktop/firmware#if-the-update-fails). ## Forgot KeepKey PIN Wrong PINs do not wipe the device. After three wrong PINs, the device makes you wait before the next try, and the wait doubles with each further wrong PIN. If you can't remember the PIN: 1. On the PIN screen, choose **Forgot your PIN? Wipe device**. 2. Make sure you have your recovery phrase. Wiping erases all keys and settings on the device. 3. Tick the acknowledgement and choose **Wipe Device**. 4. [Restore your wallet from your recovery phrase](/docs/desktop/recovery-phrase#restoring-a-wallet-from-your-phrase). More in [PIN](/docs/desktop/pin). ## Balance shows zero after entering a passphrase Each passphrase opens a different hidden wallet, and passphrases are case-sensitive. There is no "wrong passphrase" error: a typo, extra space or different capitalization opens a different, usually empty, wallet. Reconnect and enter the exact passphrase you used, or leave it empty for your standard wallet. See [Passphrase](/docs/desktop/passphrase). ## Balance or token is missing Check the selected network and account, then look up the transaction on the network's explorer. A missing display entry is not the same as a failed transaction. Do not send a second payment just because the first isn't shown yet. See [Portfolio](/docs/desktop/portfolio) and [Networks and Tokens](/docs/learn/networks-and-tokens). ## KeepKey recovery failed - **Word count:** choose the length you wrote down: 12, 18 or 24 words. - **Order:** enter the words in the order you wrote them. The same words in another order are a different phrase. - **Spelling:** each word must be on the BIP-39 word list. If the app shows **Word Not Recognized**, check the scrambled letters on the KeepKey screen; recovery restarts from word 1. - **Interrupted:** you can safely try again. How scrambled entry works: [Scrambled Recovery Entry](/docs/desktop/setup/cipher-recovery). ## Transaction rejected or timed out A cancelled or timed-out review sends nothing. KeepKey Desktop says, for example, "Cancelled on device — no transaction was sent" or "Review timed out — no transaction was sent". If the app is still waiting, unlock your KeepKey and approve or reject on the device. If signing shows an unfamiliar warning, cancel and compare the request with what the device displays. See [Signing and Approvals](/docs/learn/clear-signing) and [Release status](/docs/firmware/release-status). Do not turn on advanced signing just to make a warning go away. ## Backup verification does not match Use [Verify Your Recovery Phrase](/docs/desktop/setup/verify-backup). Check the written order and retry. Do not wipe a device holding funds because a backup check failed. ## Still stuck - **Windows:** run **Trouble connecting? Run diagnostics**, choose **Copy report** and paste it into your request. - **Support:** [support.keepkey.com](https://support.keepkey.com) - **Report a KeepKey Desktop bug:** [github.com/keepkey/keepkey-vault/issues](https://github.com/keepkey/keepkey-vault/issues) Include: - Your operating system and version (for example Windows 11 or macOS 15) - Your KeepKey Desktop version (**Settings → Application → App Version**) - Your firmware version ([how to check](/docs/desktop/firmware#checking-your-current-firmware)) - What you tried from this page, and the exact error message **Never share your recovery phrase, passphrase or PIN with anyone, including KeepKey support.** Hide balances and addresses in screenshots if you don't want to share them.