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Fix USB connection issues with Ledger Live

If you are facing connection issues when accessing My Ledger or performing the genuine check in Ledger Live application, try each solution below according to your operating system (OS) to solve this issue.

 Endless loading screen when connecting your Ledger device to My Ledger

We've received reports from desktop users encountering difficulties when trying to connect their Ledger device to the My Ledger section in the Ledger Live app, resulting in a never-ending loading screen. Our team is investigating. If you're experiencing this, please ensure you carefully follow our USB troubleshooting guidelines provided below. Also, ensure your device is unlocked with your PIN prior to connecting to My Ledger. Should the problem continue, consider using the mobile version of the Ledger Live app in the meantime and contact us.

   Attention Windows users:

  • Citrix Workspace: If your Nano device won't connect to Ledger Live and the "connect and unlock your device" message persists, it may be because your Citrix Workspace is outdated. Updating Citrix can resolve the connection issue and allow you to connect your Nano to Ledger Live without any further problems. To avoid any issues when connecting your Nano to Ledger Live through Citrix Workspace, do not enable app protection if prompted to do so.

  • S-Mode: If your Windows computer is in "S mode," Ledger Live won't be able to communicate with your Nano. "S mode" is a security feature that restricts the installation of software, limiting what you can do and install on the computer. If S-mode is enabled on your computer and you'd like to use Ledger Live, you can temporarily switch out of S-mode by following these steps.

Before you begin

  • Please make sure all applications and browser extensions are fully closed when attempting to connect. This includes third party wallets (Metamask, Daedalus, MyEtherWallet) or any other application that could interfere with the connection between Ledger Live and your Ledger device.
  • Test it on another device or start a new session to isolate the issue and understand if the device is the cause of the problem, or not.

  • Switch to a different Wi-Fi or network to check if there's a blockage in Ledger Live's server connection.

  • Try doing a simple restart of your computer. This might be a simple troubleshooting step but can sometimes be the solution to connecting here.
  • The latest version of Ledger Live is only compatible with Windows 10 or above on PC and macOS 10.14 or above on Apple computers.
Windows MacOS LinuxAndroidiPhone/iOS
Solution 1. Run Ledger Live as administrator
  1. Right-click on the Ledger Live icon then select Run as administrator.
    Please note: Ledger Live needs administrator mode to examine the content on the USB port and transfer data between your computer and your Ledger device.
  2. Click on Yes when your system asks "Do you want to allow this app to make changes to your device?".
  3. Try again to access My Ledger or perform the Genuine check.
Solution 2. Try another cable or USB port
  1. Ideally, use the USB cable that came in the box (there should be the Ledger logo on it).
  2. Some USB cables (sometimes called “charging cables”) don’t contain the pins necessary for data communication, and will successfully power your Ledger but won’t allow communication.  If you do not have the Ledger USB cable anymore, make sure the cable you use is capable of data transfer.  If you’re not sure, try another cable.
  3. Make sure that the USB cable is inserted fully into the Ledger device. On new devices, the USB-C port may be a little bit tight, so give it a bit of extra force and make sure you’re plugging the USB cable in fully.
  4. If you’re sure you’re using a data cable that is inserted fully, and the issue still persists, go to the next solution.
Solution 3. Turn off Anti-virus and VPN
  1. Turn off any anti-virus, firewall and VPN software on your computer.
  2. Try again to access My Ledger or perform the genuine check.
  3. Whitelist Ledger Live in your anti-virus if that worked.
  4. Add Ledger Live to the list of exclusions on Windows Security.
Solution 4. Update your drivers
  1. In the search box on the taskbar, enter device manager, then select Device Manager.
  2. Select a category to see names of devices, then right-click (or press and hold) the one you’d like to update.
  3. Select Search automatically for updated driver software.
  4. Select Update Driver to see if there is an update available.

Note for Ledger Nano S and Ledger Nano S plus users

Please note that there's a technical restriction preventing the connection of a Ledger Nano S Plus or Ledger Nano S device to an iPhone. However, users of the Nano S and S Plus can connect their Ledger device to an Android mobile phone using a USB cord, provided the Android device is operating on Android 10 or newer. Ledger Nano X users also have the option to connect to an iPhone via Bluetooth.

Are you still having issues connecting?

Please see this support article for more information.

Still not solved?

If the issue persists after trying each solution for your operating system (OS), please reach out to Ledger Support.

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