Ledger nano S troubleshooting

Bitcoin Questions and AnswersCategory: General questionsLedger nano S troubleshooting

Marcelo Mussi asked 6 months ago

I have a new Ledger Nano S and I’m experiencing problems: it freezes in the first page of the app (Bitcoin and the Manager). I contacted the support team. Made every single step suggested and nothing worked out. All common solutions failed: re-instal the apps (4 times), change the cables (3), re-initialize the nano with the the 24-word seed… nothing.
I ask you 1)are you familiarized with this trouble? And 2) what are the compatible wallets I should use to migrate from Ledger to another, and how to perform this.
I appreciate your help. Thank you.
Marcelo, from Brazil.

1 Answers
Steven Hay answered 6 months ago

HI Marcelo,
 
Sorry to hear about your troubles. 
 

  1. I haven’t heard of this issue before. It sounds like a tough issue to troubleshoot. One thing I’d suggest is using a clean browser. Especially if you’ve installed many add-ins to Chrome (or a Chrome-compatible browser) you should look up how to use a different profile or refresh your existing installation. If you’re using an old version, you should try upgrading to the latest version… Of course, if the problem’s not the browser but a hardware issue, like a problem with your USB port or the Nano itself then none of these fixes will work. That’s not something I can easily diagnose, but I think if the Nano doesn’t work with a fresh browser and / or a different wallet that’s it’s probably a hardware issue.
  2. There are many compatible wallets, just check on the Ledger page here: https://www.ledgerwallet.com/products/ledger-nano-s#integrations – I recommend Electrum as a good software wallet. For setting up the wallet of your choice with the Nano S for further testing, consult the documentation of the particular wallet.

If the browser and wallet options don’t work, then you should contact Ledger about a refund or replacement.

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