If your Classic 1S or Classic 1S Pure hardware wallet experiences "screen does not display content" or "screen displays an error after power-on," you can follow the steps below to troubleshoot and resolve the issue.
Screen does not display content
Connect to the OneKey App, add the hardware wallet in the App, and confirm whether the App can recognize the device.
If the App can recognize the device but the hardware wallet screen does not light up at all, it is usually due to a damaged internal screen (this is the most common case). If the device is still within the warranty period, submit a video of adding the hardware wallet in the App and contact online customer support to apply for a replacement.
If the App cannot recognize the device, please contact online customer support for further detailed troubleshooting.
Screen displays an error after power-on
You can first try to enter Bootloader mode and update the firmware:
How to enter Bootloader mode: Press and hold both the power button and the down button simultaneously, and do not release them until the screen displays "power on...". Once you see "power on...", release the power button to enter Bootloader mode.
Connect to a computer, open the firmware update page using the Chrome browser, and try to update the firmware. For firmware updates, please refer to this tutorial.
If the error persists after the update, please take a photo of the error screen and contact official customer support for registration and resolution.