# Troubleshooting Guide (Mac)

## What to do when the Biometric Wallet screen gets stuck during a firmware update <a href="#frozen-screen" id="frozen-screen"></a>

First, disconnect your D’CENT wallet from your computer.&#x20;

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.&#x20;

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

<figure><img src="/files/lba8dXMZGO8y2zIHXkWO" alt=""><figcaption></figcaption></figure>

## **What to do when the Biometric Wallet is not recognized by the Mac** <a href="#pc" id="pc"></a>

In rare cases, Mac OS system fails to recognize the D’CENT wallet even though it was recognized before. This issue can be solved by checking the following in the system's settings.

Go to About This Mac > Overview > System Report\
Look under Hardware > USB > See if D'CENT is shown as in the picture below

![](/files/-Me4z9MBk8x-J0RMHuK7)

{% hint style="warning" %}
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.
{% endhint %}


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