Technical issues
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Common hardware issues

TABLE OF CONTENTS
  • Entering bootloader mode
  • Entering bootloader mode with the Trezor Model One
  • Entering bootloader mode with Trezor Model T
  • Factory reset
  • Freezing device
  • Fatal error - RSOD
  • Physical damage

 

Entering bootloader mode

A good first step to all hardware issues is to factory reset your Trezor. To be able to perform a factory reset, your Trezor needs to be recognized in bootloader mode first. The procedure of accessing bootloader mode is different for the Trezor Model One and the Trezor Model T. In order to enter bootloader mode please follow these steps:

 

Entering bootloader mode with the Trezor Model One

Connect the USB cable to your Trezor while using your index and middle finger to press and hold both buttons.


 

Entering bootloader mode with Trezor Model T

Start swiping your finger across the touchscreen and plug in the USB cable while continuously touching the screen and moving your finger back and forth (or in circles). To enter bootloader mode, the touchscreen has to register touch while booting the device.

Once connected in bootloader mode, confirm the connection by tapping the green check mark:


 

You can see the process illustrated in this short video: https://www.youtube.com/watch?v=xVBiSFTx0qQ


Both models should display the sign "Bootloader" if they're successfully connected in bootloader mode. You should also be able to see the following screen in Trezor Suite if the application successfully recognizes that your Trezor device is connected in bootloader mode:

 

 

Factory reset

You can continue to factory reset your Trezor if it is recognized in bootloader mode. Select the green button with the gear wheel symbol to enter the settings and continue by pressing the "Factory reset" button:

 

 

Beware, a factory reset will completely erase your device, including firmware and your private keys. Therefore, make sure you have your recovery seed!


Follow the instructions on the screen. The latest version of firmware will be installed after the factory reset. You can restore or create a new wallet and then set a PIN.

 

Freezing device

Try to reconnect your Trezor in standard and also bootloader mode. If it's not recognized in either mode, try different USB cables and USB ports. If the device is recognized in bootloader mode, perform a factory reset as described above.

In case you are not able to perform a factory reset, or if your Trezor keeps freezing after factory reset, please get in contact using our chat widget.

 

Fatal error - RSOD

RSOD or "Red Screen Of Death" pops up when the hardware part of the device stumbles into an unexpected set of circumstances. Generally, the manifestation of the RSOD means that the device fails to function.

Follow the recommended steps outlined below. If the device defaults on RSOD and you cannot get around it, please get in touch using our chat widget.

 

  • Reading from USB has failed

 

important line: func: _usb_read or func: _usb_write or func: _usb_write_flush


resolution: Try a different USB cable or a different computer.

 

  • Bootloader update has failed  


 

important line: msg: invalid bootloader header or msg: invalid bootloader hash


resolution: Use the SD card to install the new bootloader from here.

 

  • Firmware update has failed

 

important line: msg: invalid firmware header or msg: invalid firmware hash


resolution: Boot into the bootloader and try the firmware update again.

 

  • Can't turn on the touch display.

 

important line: func: touch_power_on


resolution: Try rebooting the device.

 

Physical damage

Is your Trezor lost or physically damaged? If so, you need to recover your wallet with your recovery seed on another Trezor device or third party software application that supports BIP39. 

Recovering your seed using third party applications and online services may compromise your recovery seed. Consider this to be the last resort in your efforts!
 

For assistance with any technical problems, or for more information regarding any of our products, please try our chatbot Hal who will help resolve your issue.
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