June 2, 2026

# Troubleshooting hardware device issues — where to start

## If you're having an issue adding, signing, or completing a health check for a hardware device, we have some device-specific articles with troubleshooting suggestions unique to each device.

**TL;DR** — If your hardware device isn't connecting, signing, or completing a health check, start with the general steps below, then follow the link to your device-specific troubleshooting article. Most issues are resolved by checking firmware, cables, and browser settings.

#### **Device-specific troubleshooting**

For issues unique to your device, go directly to the relevant article:

- [Trezor troubleshooting](https://support.casa.io/knowledge/trezor-troubleshooting?hsLang=en)

- [Ledger troubleshooting](https://support.casa.io/knowledge/ledger-troubleshooting-1?hsLang=en)

- [Coldcard troubleshooting](https://support.casa.io/knowledge/coldcard-troubleshooting?hsLang=en)

- [YubiKey troubleshooting](https://support.casa.io/knowledge/yubikey-troubleshooting?hsLang=en)

For the full list of supported firmware versions, see [Supported platforms and hardware device firmware](https://support.casa.io/knowledge/supported-platforms-and-hardware-device-firmware?hsLang=en).

#### **General troubleshooting steps**

Work through these steps in order before contacting support.

1. **Check your firmware.** Outdated firmware is the most common cause of connection and signing failures. Visit the [firmware support page](https://support.casa.io/knowledge/supported-platforms-and-hardware-device-firmware?hsLang=en) to confirm which version to use and how to update it.
2. **Use the right browser.** Chrome is the most reliable browser for hardware device signing. If Chrome isn't working, try Brave.
3. **Check your cable.** Use the cable that came with your device. Many USB cables only charge and cannot transfer data. If you are unsure, try a different data-rated USB cable.
4. **Reconnect your device.** Unplug your hardware device from your computer and plug it back in before retrying.
5. **Confirm your PIN.** Make sure you have entered your device PIN correctly before attempting to sign or complete a health check.
6. **[Trezor only]** Keep the [Trezor Suite desktop app](https://suite.trezor.io/) open in the background. It acts as a bridge between your device and your browser, signing will fail without it running.
7. **[Ledger only]** Close the Ledger Wallet desktop application before connecting your Ledger to the Casa web app. Your Ledger's screen should display **Bitcoin is ready** before you proceed.

**

**Ledger only** Do not use Firefox with a Ledger Nano S Plus, it is not supported.

#### **If the issue is still not resolved**

If you have followed all the steps above and are still experiencing a problem:

- **Standard members:** email [help@team.casa](mailto:help@team.casa) with a description of the problem. Include a screenshot of any error message if possible.
- **Premium and Private Client members:** contact your Client Advisor directly.