Passport Prime Troubleshooting
Coming soon. If you cannot find the answer to your problem here, please get in touch by clicking ‘Get Support’.
QR Scanning
My phone/computer camera can’t read the QR codes on Prime
When Prime is displaying the signed transaction as a QR code series, pressing up/down on the screen will increase/decrease the screen brightness. Equally, pressing left/right will increase/decrease the QR code density.
A combination of both of these adjustments is usually enough to cure most scanning issues from Prime’s screen. If you are still struggling after this, try dimming the screen brightness of your laptop. Sometimes super bright laptop screens can cause glare on the Prime screen which makes it difficult for some lower quality webcams to pick up the QR codes Prime is displaying.
Prime can’t scan a QR code
Dense QR codes like those used in multisignature wallets or larger transactions can sometimes take slightly longer to scan. As long as you see the % progress slowly increasing on Prime’s screen, this means Prime is scanning and processing the information within the QR codes. If Prime fails to register any % progress at all, or completely stalls after making some progress, here is a list of adjustments to try:
- Ensure you are running the latest firmware version
- Adjust the brightness of the screen being scanned (your phone or laptop)
- Ensure there is no glare from direct sunlight on the screen being scanned
- Adjust the density of the QR codes being displayed (only possible where the wallet software allows. If you take this approach, you’ll need to start the scan process again due to the way the information is split among different QR densities)
- Slowly adjust the distance between Prime and the screen being scanned
Address Validation
Address validation is failing
When using the address validation scan feature on Prime, these are the main possible reasons for failure:
- The address being verified is outside of the initial search window. To minimize search times, Prime searches 50 addresses at a time. When scanning an address with an index number outside of 0-49, you’ll need to tap ‘Continue Searching’ to widen the search area and successfully verify your address.
- The verification attempt is being made from the wrong account. Ensure you navigate to the correct account on Prime before pressing Verify Address.
- The verification attempt is being made for the wrong wallet type. E.g., you have a multisig configuration imported to Prime, but this was not selected when choosing ‘Verify Address’.
- The address being scanned is from a passphrase protected wallet, but there is no passphrase applied to Prime at the time of scanning. The opposite is also true.
PIN
Prime does not recognize my PIN
Prime is unable to change your PIN without you. There is no possible way to change your Prime PIN without knowledge of the current one. Take your time and think carefully about the PIN you set. You have 10 attempts to enter a correct PIN. After the final attempt Prime will erase the Master Key and you must recover using 2 parts of your Master Key backup.
Bootloader Errors
In some error states Passport Prime may display a black screen at boot, with one of the following bootloader messages. Under each error message you can find an explainer along with the required steps to rectify.
Recovery Error
“Unable to verify the signature of the Recovery firmware. Contact support using the button below."
Explanation: The provided recovery file does not contain a valid Foundation signature and cannot be installed.
Steps to rectify: Contact support for assistance, providing context and the location from which you obtained the file that cannot be installed.
System Error
“KeyOS restarted due to an unexpected system error. thread ‘main’ panicked a t apps/gui-app-system-actions/src/main.rs:72:9: This application has crashed with a test panic message."
Explanation: This is a generic error displayed when the system has an unexpected request or operation result, but is able to detect the location of the error.
Steps to rectify: Contact support with details of the error on screen and the steps you were taking that led to the message being shown.
Firmware Error
“KeyOS is unable to verify the signature of the installed firmware. Use Recovery mode to install Foundation-signed firmware."
Explanation: This can occur if the firmware update process is interrupted by the user power cycling the device, causing the update to fail to complete.
Steps to rectify: Tap ‘Begin Firmware Recovery’ and connect an external storage medium containing a copy of the latest official KeyOS firmware, available from our GitHub .
Error
“KeyOS restarted due to a system error. It is safe to continue using Passport. Your data remains secure."
Explanation: This is a generic error displayed when the system has an unexpected request or operation result.
Steps to rectify: Continue using Passport as normal, but if the error repeats, please contact support with details of the steps you were taking that led to the message being shown.
Tamper Error
“KeyOS has detected a tamper event. For security, the master key has been erased from the device. To proceed, restore a backup or perform a factory reset."
Explanation: A tamper event occurs when Prime detects unusual physical behavior. This includes screen removal, JTAG protections, environmental monitors for temperature, voltage, frequency and active die shield.
Steps to rectify: Check your device for signs of any physical tampering. Contact support if you require further advice. The master key can be restored onto the device via Keycards or any other available backup method. After doing so, all encrypted app and settings data will be decrypted and restored. Alternative a factory reset can be complete to permanently erase all encrypted data.