When the OneKey Pro fails to power on, initial troubleshooting can usually be completed by checking the charging equipment, maintaining a continuous charge, and performing a hardware reset. Please follow the steps in this article in order to identify the issue as quickly as possible.
Verify Charging Equipment
Before starting the troubleshooting process, please ensure your charger and cable meet the following requirements:
Use a charger with specifications of 5V/2A or higher; a charger with a USB-A port is recommended.
We recommend using the original OneKey Pro data cable.
Please verify that the charger and cable can successfully charge other devices (such as a mobile phone) to rule out any issues with the charger or cable itself.
Troubleshooting Process
Please follow the steps below in order, observing if the device can power on normally after each step.
Continuous charging test: Connect the OneKey Pro to a charger and keep it charging continuously for at least 30 minutes, then attempt to power it on.
Hardware reset: While the device is still charging, hold down the power button for 20 seconds (do not release it during this time), then observe if the device powers on normally.
Long-term idle test: If the device still fails to power on, leave it for 7–30 days, then reconnect it to a charger and test it again.
Submit Troubleshooting Information
If the above steps do not work, you can record a video of the troubleshooting process and contact online customer support to register the issue. The video should include:
Evidence that the charger is successfully charging another device (such as a mobile phone);
Evidence that the OneKey Pro fails to power on even after holding the power button for at least 20 seconds while connected to the charger.
Notes for Daily Use
To ensure long-term stable use of the device, we recommend the following:
Try to use branded chargers and cables to ensure charging stability and safety.
Charge the device as soon as possible when the battery level is low to avoid power depletion, which can prevent the device from powering on.
If the device will not be used for a long period, we recommend fully charging it before powering it off, and trying to charge it at least once every 1–2 months to maintain battery health.