Troubleshooting: Connecting Your KeepKey

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Key Terms

• WebUSB - Web protocol for browser-to-device communication
• HID - Native USB protocol for device communication
• Bootloader - Special mode required for firmware updates
• Electron - Framework used by native desktop apps (Vault v2)

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Still Having Issues?

👉 Get Live Support

Contact the KeepKey team for personalized assistance.

Check Your USB Cable

⚠️ Critical: A device can power on but still fail to communicate.

• Try a different cable
• Avoid USB hubs/adapters
• Plug directly into computer

This fixes most connection issues.

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Platform-Specific Troubleshooting

🪟 Windows Users

Update USB drivers using Zadig:

• Automatically detects your KeepKey
• Installs correct drivers in a few clicks

Detailed Windows guide: Debugging USB Devices on Windows

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🐧 Linux Users

UDEV Permissions:

• Follow KeepKey UDEV rules

AppImage Users:

chmod +x KeepKey-Vault-*.AppImage

Electrum Users:

python3 -m pip install keepkey

Step 1: Identify Your Software

Which KeepKey software are you using?

✅ Current & Official

• KeepKey Desktop - Primary desktop app (Tauri-based, replaces legacy updater)
• app.shapeshift.com - ShapeShift DAO interface
• Electrum / Sparrow - Third-party Bitcoin wallets with KeepKey support

If you haven't used your KeepKey in a while, you MUST update firmware before it will work.

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Step 2: Update Your Firmware

Firmware updates are required if:

• You last used ShapeShift (old or new)
• You used the old KeepKey Browser Extension
• Your device hasn't been connected in months/years

You CANNOT update firmware from app.shapeshift.com.

How to Update Firmware

Use KeepKey Vault v2 to update:

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Step 3: Troubleshooting Connection Issues

Put Device in Bootloader Mode

Required for firmware updates.

1. Unplug your KeepKey
2. Hold down the button
3. While holding, plug it back in
4. Release when screen changes

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Connecting to ShapeShift (app.shapeshift.com)

Requirements

✅ Must have:

1. Firmware ≥ 6.1.0
2. Chrome or Brave browser (WebUSB support)
3. Only ONE browser tab with ShapeShift open
4. KeepKey Desktop/Updater NOT running in background
5. Working USB cable (data + power)
6. Valid USB drivers (especially Linux)

Common ShapeShift Error

This error means:

• Multiple ShapeShift tabs open (close all but one)
• Aborted transaction (unplug and reconnect device)
• Firmware out of date (update using Vault v2)

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Alternative Wallet Interfaces

If Sending Transactions Fails

Safe alternatives if Vault v2 isn't working:

🔹 app.shapeshift.com

• Works directly with KeepKey
• Close Vault v2 before connecting
• No firmware downgrade needed

🔹 Electrum (Bitcoin)

• Advanced Bitcoin wallet
• Works with KeepKey via USB
• Requires:
  python3 -m pip install keepkey

🔹 Sparrow (Bitcoin)

• Modern Bitcoin wallet
• Full KeepKey hardware support

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Special Asset Support

XRP (Ripple) & DASH

Not supported in ShapeShift, but fully supported in:

🔹 KeepKey Vault - Full XRP/DASH support

🔹 KeepKey Browser Extension - Also supports XRP/DASH

Need more coin support? Join our Discord.

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Quick Reference (TL;DR)

1. ✅ Download KeepKey Vault v2
2. 🔄 Update firmware if device unused for months
3. 🔌 Try different USB cable (most common fix)
4. 🪟 Windows: Use Zadig for drivers
5. 🐧 Linux: Check UDEV rules and permissions
6. 🌐 ShapeShift: Use Chrome/Brave, close other tabs
7. 🚫 Never enter recovery phrase in random apps

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