Troubleshooting Guide (Mac)

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 Mac

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.

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

2) Go to System Preferences > Security & Privacy Check to see that System Events box is ticked on for the D'CENT Bridge