If you are facing connection issues when accessing the Manager or performing the genuine check in Ledger Live desktop application, try each solution below according to your operating system (OS) to solve this issue.
Solution 1. Run Ledger Live as administrator
- 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. - Click on Yes when your system asks "Do you want to allow this app to make changes to your device?".
- Try again to access the Manager or perform the Genuine check.
Solution 2. Try another cable or USB port
- Make sure you are using the original Ledger USB cable (there should be the Ledger logo on it).
- If you do not have the Ledger USB cable anymore, you can use another cable to connect your Ledger device. Make sure the cable you use is a data cable, not only a charging one.
- If you are sure to use a data cable but the issue persists, go to the next solution.
Solution 3. Turn off Anti-virus and VPN
- Turn off any anti-virus, firewall and VPN software on your computer.
- Try again to access the Manager or perform the genuine check.
- Whitelist Ledger Live in your anti-virus if that worked.
- Add Ledger Live to the list of exclusions on Windows Security.
Solution 4. Update your drivers
- In the search box on the taskbar, enter device manager, then select Device Manager.
- Select a category to see names of devices, then right-click (or press and hold) the one you’d like to update.
- Select Search automatically for updated driver software.
- Select Update Driver to see if there is an update available.
Solution 1. Enable full disk access
- Open System Preferences.
- Go to Security & Privacy.
- In the Privacy tab, add Ledger Live to the Full Disk Access list.
- Try again to access the Manager or perform the Genuine check.
If your Mac has an Intel processor, follow Apple's official instructions to reset the NVRAM.
Solution 2. Try another cable or USB port
- Make sure you are using the original Ledger USB cable (there should be the Ledger logo on it).
- If you do not have the Ledger USB cable anymore, you can use another cable to connect your Ledger device. Make sure the cable you use is a data cable, not only a charging one.
- If you are sure to use a data cable but the issue persists, go to the next solution.
Solution 3. Turn off Anti-virus and VPN
- Turn off any anti-virus, firewall and VPN software on your computer.
- Try again to acess the Manager or perform the genuine check.
- Whitelist Ledger Live in your anti-virus if that worked.
Solution 1. Set up udev rules
- Open the terminal on your computer.
- Set up udev rules using the following code snippet:
wget -q -O - https://raw.githubusercontent.com/LedgerHQ/udev-rules/master/add_udev_rules.sh | sudo bash - Try again to access the Manager or perform the Genuine check.
Solution 2. Try another cable or USB port
- Make sure you are using the original Ledger USB cable (there should be the Ledger logo on it).
- If you do not have the Ledger USB cable anymore, you can use another cable to connect your Ledger device. Make sure the cable you use is a data cable, not only a charging one.
- If you are sure to use a data cable but the issue persists, go to the next solution.
Solution 3. Turn off Anti-virus and VPN
- Turn off any anti-virus, firewall and VPN software on your computer.
- Try again to acess the Manager or perform the genuine check.
- Whitelist Ledger Live in your anti-virus if that worked.
Still not solved?
If the issue persists after trying each solution for your operating system (OS), please reach out to Ledger Support.