If your OneKey hardware wallet is not recognized when connected to the OneKey App desktop client or browser extension on a Windows system, please follow these steps for troubleshooting:
- Download and Install OneKey Bridge: Install the OneKey Bridge program from this link: https://onekey.so/download?client=bridge. Ensure that the Bridge status page: http://127.0.0.1:21320/status/ can be successfully opened.
- Check Bridge Status: If the Bridge status page shows "Connected devices: 0," try using a different data cable or computer port to reconnect the device.
- Firmware Update: Ensure that your device's firmware is up to date. Refer to the "Related Reading" section for the firmware update process.
- Device Manager: Open the Device Manager in your Windows system and check under "Universal Serial Bus controllers" for any devices starting with the name OneKey. If there are no such devices or a device is listed as "Unknown USB Device (Device Descriptor Request Failed)," please submit a support ticket through this link: https://help.onekey.so/hc/requests/new, and we will provide further assistance.