Si su OneKey Classic o OneKey Classic 1S no se enciende después de mantener presionado el botón de encendido o si la pantalla muestra imágenes tenues o borrosas, el problema podría deberse a daños internos en la pantalla.
Para comprobar
La pantalla no se ilumina o muestra interfaces borrosas al encenderse o mientras se carga;
Cuando se conecta a la computadora a través del cable USB-C, la aplicación OneKey reconoce el dispositivo, pero la pantalla permanece sin respuesta;
Es posible que el sistema de Windows muestre una notificación de conexión de dispositivo USB.
Dim screen display
Device detected by OneKey App
Internal screen damage
If the above conditions are met, it is likely that your OneKey Classic or Classic 1S has an internal screen issue, even if the external screen looks normal. The internal components may be damaged or broken.
The main reason for this problem is improper use or storage.If your product is still under warranty, OneKey offers a one-time replacement service.
Damaged (left) vs. Normal
Replacement Process
Submit videos via a ticket demonstrating internal screen damage;
Provide your order number and any additional information requested by OneKey staff;
After confirmation of replacement by OneKey, ship or destroy the defective device and show proof;
Confirm shipping information for the replacement.
Important Notes for Replacements
The warranty period for the replacement product is 1 year, starting from the day OneKey ships it.
To protect OneKey from repetitive replacements for the same defective device, OneKey will verify your destruction video before shipping the replacement hardware wallet to you.
(If you are asked to ship the defective device, OneKey will cover the shipping costs. The replacement device will be sent once the defective device arrives).
If your product is out of warranty, OneKey cannot provide replacement services. However, damage to the hardware wallet will not affect your assets on the chain, and you can recover your assets by using your recovery phrases on a new hardware wallet or app wallet.