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 desktop application, try each solution below according to your operating system (OS) to solve this issue.

Windows MacOS Linux
Solution 1. Run Ledger Live as administrator
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  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
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  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.

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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