Troubleshooting Guide (Windows)

What to do when the Biometric Wallet screen gets stuck during a firmware update

First, disconnect your D’CENT wallet from your computer.

Press and hold both the "Down (v)" button + "Power" button for few seconds to force the device to power off. If your device is "brick"ed during the firmware update, you can still access the bootloader mode by pressing and holding both "OK" button + "Power" button for 10 seconds.

From the bootloader mode, you can try updating the firmware to recover your Biometric Wallet.

What to do when the Biometric Wallet is not recognized by the PC

In rare cases, Windows system fails to recognize the D’CENT wallet even though it was recognized before. This issue can be solved by uninstalling the device driver and reinstalling it again from the Windows Device Manager.

How to access Device Manager (method #1)

Press Windows+R on your keyboard.

Type in "control panel" and press Enter to access the Control Panel.

• For Windows 11, 10 or Windows 8, choose "Hardware and Sound".

• For Windows 7, choose "System and Security".

From this Control Panel screen, look for and choose "Device Manager".

• For Windows 11, 10 or Windows 8, check under the "Devices and Printers".

• For Windows 7, check under "System".

How to quickly access Device Manager (method #2)

Press Windows+R on your keyboard.

Type in "cmd" and press Enter to run the Command Prompt (a black window).

Type in "devmgmt.msc" and press Enter.

What should I do from the Device Manager?

From the Device Manager screen, look for "Human Interface Devices".

Check if there is a "USB Input Device" marked as error (yellow triangle with exclamation mark). You will need to check if this is indeed a D'CENT device.

Right Mouse Click on this device and select "Properties".

• From the USB Input Device Properties window, select "Details".

• Under Property, choose "Hardware Ids".

• Correct device ID for D'CENT is "PID_2130", "PID_2131" or "PID_2141".

From the "Device Manager", Right Mouse Click on the error marked device and select "Uninstall device".

On the top menu of Device Manager, press Action then select "Scan for hardware changes". This will scan for any new devices attached and will automatically install the driver to detect your Biometric Wallet.

If the Biometric Wallet is still not recognized, the issue may be caused by a faulty USB charging cable or a problem with the USB port on your PC.

Please try using a different USB charging cable, switching to another USB port on your PC, or connecting to a different PC. When changing the USB charging cable, make sure it supports data transfer.