Phenomenon description
If you’re using the OneKey App desktop client or browser extension on Windows and it fails to detect your hardware wallet, please follow these steps to troubleshoot:
Check whether your device firmware has been updated to the latest version. You can refer to “Related Reading” for the upgrade procedure.
Open “Device Manager” in Windows and look under “Universal Serial Bus controllers” to see if there is a device whose name starts with OneKey.
If you can see a OneKey device (as shown in the image below), follow this guide to continue troubleshooting.
If no OneKey device appears at all, try using a different USB data cable and test again.
Solution
Openhttps://zadig.akeo.ie/Then click "Zadig 2.9" to download the installation package.
After opening Zadig, click "Options" at the top of the software, select "List All Devices", then choose the device starting with "OneKey Interface" from the device list.
Select "WinUSB" as the driver type and install the USB driver.
After installation, restart your computer to apply the changes.
If you still cannot connect after installing the USB driver, open Windows "Device Manager" again, find the "OneKey Interface" device starting with "OneKey", right-click and select "Uninstall device" to uninstall the USB driver. After that, unplug and replug your hardware wallet, then reconnect it in the OneKey App.
