Please follow the troubleshooting steps according to your current platform and connection method.
🌄 In the latest version of the OneKey App plugin, OneKey Bridge is no longer required to connect your hardware wallet. The old OneKey Bridge connection method has been retired.
Windows
USB Connection Troubleshooting
Missing USB Driver for Hardware Wallet
Missing USB Driver for Hardware Wallet
Check if your device has been upgraded to the latest firmware. Refer to "Updating OneKey Hardware Wallet Firmware" for upgrade instructions.
Open Windows "Device Manager" and check under "Universal Serial Bus controllers" for devices starting with "OneKey". If a device shows an exclamation mark, update the Windows driver using the method below.
Solution
Visit https://zadig.akeo.ie/ and download the "Zadig 2.9" installer package.
After opening the installer, select "WinUSB" to install.
Restart your computer after installation to apply the changes.
Bluetooth Connection Troubleshooting
Version and Permission Check
Version and Permission Check
Using OneKey App (version 5.12 or later), you can connect your hardware wallet to your computer via Bluetooth. Ensure your OneKey hardware wallet is also running the latest firmware version. Refer to "Updating OneKey Hardware Wallet Firmware" for upgrade instructions.
Check if Bluetooth is disabled on your hardware wallet. For OneKey Pro, also disable Air-Gap mode. Then, lock and unlock your hardware wallet and try connecting via Bluetooth again.
In "Settings" - "Preferences", ensure the Bluetooth function for OneKey App is enabled.
Note: Bluetooth connection is not supported by the browser extension. Please use USB.
macOS
USB Connection Troubleshooting
Missing System Authorization for USB Accessory Connection
Missing System Authorization for USB Accessory Connection
Check if your device has been upgraded to the latest firmware. Refer to "Updating OneKey Hardware Wallet Firmware" for upgrade instructions.
When using a USB-C connection, click "Allow" on the authorization prompt.
If you previously denied authorization and the prompt no longer appears, go to "System Settings" - "Privacy & Security" - "Security" - "Accessories" and change the setting to "Always ask". This option is primarily available on MacBooks with Apple Silicon (M1/M2/M3, etc.).
Bluetooth Connection Troubleshooting
Version and Permission Check
Version and Permission Check
Using OneKey App (version 5.12 or later), you can connect your hardware wallet to your computer via Bluetooth. Ensure your OneKey hardware wallet is also running the latest firmware version. Refer to "Updating OneKey Hardware Wallet Firmware" for upgrade instructions.
Check if Bluetooth is disabled on your hardware wallet. For OneKey Pro, also disable Air-Gap mode. Then, lock and unlock your hardware wallet and try connecting via Bluetooth again.
In "Settings" - "Preferences", ensure the Bluetooth function for OneKey App is enabled.
Note: Bluetooth connection is not supported by the browser extension. Please use USB.
Linux
USB Connection Troubleshooting
udev Rules Not Set
udev Rules Not Set
Check if your device has been upgraded to the latest firmware. Refer to "Updating OneKey Hardware Wallet Firmware" for upgrade instructions.
Go to https://data.onekey.so/onekey.rules to copy the udev rules.
Create a new file at /etc/udev/rules.d/99-onekey.rules and paste the copied rules into it.
In the terminal, enter:
sudo udevadm control --reload-rules
Android
Bluetooth Connection Troubleshooting
Permissions Not Enabled
Permissions Not Enabled
Check if your device has been upgraded to the latest firmware. Refer to "Updating OneKey Hardware Wallet Firmware" for upgrade instructions.
Restart the OneKey App and OneKey hardware device, and individually enable GPS & Bluetooth permissions for the OneKey App in "System Settings".
Note: If your wallet model is OneKey Pro and AirGap mode is enabled, the hardware device's USB and Bluetooth will be unavailable. They will be usable after disabling AirGap mode.
iOS
Bluetooth Connection Troubleshooting
Permissions Not Enabled
Permissions Not Enabled
Check if your device has been upgraded to the latest firmware. Refer to "Updating OneKey Hardware Wallet Firmware" for upgrade instructions.
Toggle Airplane Mode on and off once. This will reset all of your phone's wireless modules (Wi-Fi and Bluetooth).
Go to Settings -> Privacy & Security -> Bluetooth and ensure the toggle for the OneKey App is On (green).
Chrome Extension
Using the WebUSB connection method
Switching from Hardware Bridge to WebUSB
Switching from Hardware Bridge to WebUSB
Check if your device has been upgraded to the latest firmware. Refer to "Updating OneKey Hardware Wallet Firmware" for upgrade instructions.
Open the OneKey App, go to Settings > Network > Hardware communication, and switch the connection method to "WebUSB".
Note: OneKey has upgraded the Hardware Bridge to a direct WebUSB connection, so no additional installation is required.
Still Having Issues?
💁♀️ If you are still unable to connect your hardware wallet, please click the circular customer service button in the lower right corner of the website to contact our online support.