D'CENT User Guide
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D'CENT USER GUIDE
D'CENT USER GUIDE
  • Getting Started
  • Frequently asked questions (FAQ)
  • Supported Coins & Tokens
  • D'CENT Wallet Homepage
  • Biometric Wallet
    • Biometric Wallet
    • Unboxing
    • Initial Setup
    • Connect with Android phone
      • Finding the Bluetooth menu on your Android phone
      • Using OTG cable for physical connection
      • Troubleshooting Guide (Android Bluetooth Error)
    • Connect with iOS phone
    • Firmware Update (from computer)
      • Troubleshooting Guide (Windows)
      • Troubleshooting Guide (Mac)
    • Firmware Update (from mobile)
    • Synchronizing the Biometric Wallet with the Mobile App
    • Recovering your wallet
      • Wallet recovery using the mnemonic (recovery words) from the Ledger wallet
    • Checking account info on Biometric Wallet
    • Biometric Wallet "Setting" menu
      • 25th Word (the Passphrase)
  • Card Wallet
    • All-in-One Wallet (Introduction)
      • Set up your All-in-One Wallet
      • How to use the All-in-One Wallet
    • D'CENT Backup Card (Wallet Recovery)
      • Step 1: Set up your Backup Card
      • Step 2: Create backup image
      • Step 3: Recover backup image
  • Mobile App
    • Mobile App introduction
    • Multi-Wallet Feature
    • How to create a coin account
      • How to add a custom token account
      • How to remove (hide) a coin account
      • How to add a custom path BTC account
    • Mobile App "Settings" menu
      • Switch wallet mode
        • Biometric Wallet
        • Card type Wallet
        • Software Wallet
  • How to send/receive coin
    • How to receive coin
    • How to send coin
      • Biometric Wallet mode
      • Card type Wallet mode
      • Software Wallet mode
    • Checking transaction status and history
    • How to receive or send an NFT token
    • How to use coin account
      • How to view all the BTC public addresses
      • How to use Ethereum account
      • How to use XRP account
        • Sending XRP using D'CENT Wallet
        • Using Trust Line for XRPL
      • How to use KAIA account
      • How to use RSK account
      • How to use Binance Smart Chain account
      • How to use MONA account
      • How to use Stellar Lumens (XLM) account
        • Using Trustline for XLML
      • How to use TRON account (TRX, TRC10, TRC20, TRC721)
    • Using Coinbase exchange for transfers (Bitcoin example)
    • Using Binance exchange for transfers (XRP example)
  • D'CENT Native Services
    • DApp browser (Discovery)
      • Connecting your wallet to a dApp site
      • Switch Blockchain Network
      • Using Wallet Connect
      • How to revoke dApp allowances
    • Insight
    • Swap
      • Supported Networks
    • FTSO Portal - vote delegation
  • Troubleshooting
    • Notes on Wallet Recovery - Legacy account
  • D'CENT EXTERNAL SERVICES
    • Connect with HashPack wallet extension (including HBAR native staking)
    • Connect with Blade wallet extension (including HBAR native staking)
    • Connect with MetaMask (QR-based)
    • Connect with Kaia Wallet extension
    • Klaystation Staking
    • How to use PancakeSwap
    • How to use Polygon Bridge
    • How to connect to OpenSea
    • How to mint NFTs based on Polygon network using Opensea
  • Cryptocurrency Basics
    • ERC20 Token
    • ERC721 Token (NFT)
    • SegWit
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On this page
  • Check the version of the D'CENT bridge program running on your computer.
  • My D’CENT wallet was disconnected while the firmware was being updated. The device is stuck on a screen and it won’t turn off. What should I do?
  • From the D'CENT firmware update webpage, I pressed "Update Firmware" button, but I get the following message; "Your D'CENT is disconnected. Firmware Update process is cancelled". What should I do?
  • How to access Device Manager (method #1)
  • How to quickly access Device Manager (method #2)
  • What should I do from the Device Manager?

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  1. Biometric Wallet
  2. Firmware Update (from computer)

Troubleshooting Guide (Windows)

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Last updated 8 months ago

Was this helpful?

Check the version of the D'CENT bridge program running on your computer.

Make sure to check that your computer is installed with the latest version of the D'CENT bridge program.

For Windows, you can check the bridge version from the system tray.

My D’CENT wallet was disconnected while the firmware was being updated. The device is stuck on a screen and it won’t turn off. What should I do?

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.

From the D'CENT firmware update webpage, I pressed "Update Firmware" button, but I get the following message; "Your D'CENT is disconnected. Firmware Update process is cancelled". What should I do?

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 or PID_2131.

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.