Passpor 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 Passport
When Passport is displaying the signed transaction as a QR code series, pressing up/down on the square copper colored d-pad will increase/decrease the screen brightness. Equally, pressing left/right with increase/decrease the QR code density.
A combination of both of these adjustments is usually enough to cure most scanning issues from Passport’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 Passport screen which makes it difficult for some lower quality webcams to pick up the QR codes Passport 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 Passport’s screen, this means Passport is scanning and processing the information within the QR codes. If Passport 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 amongst 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 Passport, these are the main possible reasons for failure:
- The address being verified is outside of the initial search window. To minimize search times, Passport 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 Passport before pressing Verify Address.
- The verification attempt is being made for the wrong wallet type. Eg you have a multisig configuration imported to Passport, 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 Passport 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 Passport 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 require steps to rectify.
Firmware Error
KeyOS is unable to verify the signature of the installed firmware. Use Recovery mode to install Foundation-signed firmware.
Explaination:
Steps to rectify:
Pubkey Error
KeyOS is unable to verify the signature of the installed firmware due to a missing or incorrect developer pubkey. Use Recovery mode to install Foundation-signed firmware.
Explaination:
Steps to rectify:
Recovery Error
Unable to verify the signature of the Recovery firmware. Contact support using the button below.
Explaination:
Steps to rectify:
System Error
KeyOS restarted due to an unexpected system error. thread ‘main’ panicked at apps/gui-app-system-actions/src/main.rs:72:9: This application has crashed with a test panic message
Explaination:
Steps to rectify:
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.
Explaination:
Steps to rectify:
Custom Firmware
Custom developer-signed firmware is installed on
this device. OK to continue?
Explaination:
Steps to rectify: