Troubleshoot firmware update

Frequently asked questions about the Ledger Nano S firmware update are answered below. For step by step instructions, please refer to our update guide.

  Important

  • Make sure your 24-word recovery phrase is securely stored and accessible. In rare cases, a device may be reset during the update and needs to be restored after.

  • Check that the Ledger Live version in Settings > About is the same as the latest release or directly download the latest version and install it on a supported platform.
  • Linux users must add the udev rules again for this update. Check the Linux section of this article for instructions on how to add the udev rules.

Troubleshooting

Stuck while setting up Ledger Live?

If you have already set up your Ledger Nano S before this firmware update. Please follow the instructions below:

  1. Choose the option Use initialized device in Ledger Live.
  2. Disconnect the Ledger Nano S.
  3. Press the button near the USB port of the Ledger Nano S and keep it pressed while you reconnect the cable.
  4. Release the button when Bootloader is displayed on the device.
  5. Click Skip this step as shown in the screenshot below.
  6. Proceed with the instructions to finalize the update below.

skipthisstep.png

Device stuck on Bootloader

Follow these steps if your device is stuck on Bootloader

  1. Open Ledger Live.
    On Windows: Right-click Ledger Live and run as an Administrator.
  2. Connect your Ledger Nano S.
  3. Go to the Manager tab of Ledger Live desktop and click on Continue.

  4. If the loader is at 100% and the device stays stuck on Bootloader: 
    Windows/Linux: Restart Ledger Live by pressing CTRL + R. Then start the repair tool once more. 
    MacOS: Restart Ledger Live by pressing ⌘ + R. Then start the repair tool once more.

MCU firmware is not genuine

This issue is normally fixed using the instructions below:

  1. Press both buttons simultaneously so you see Identifier...
  2. Press both buttons again so you see The device will run in unsafe mode.
  3. Press both buttons one final time. You may be able to access the Dashboard. If you cannot, proceed to the repair tool instructions below.
  4. If you can see apps installed on the dashboard, please make sure to uninstall ALL of them. Don't worry, uninstalling the apps does not affect your crypto assets. You can easily reinstall them later.
  5. Proceed to the start of the firmware update in the Manager to try again.

Use the repair tool if it still displays MCU firmware is not genuine

If you cannot access the dashboard by pressing both buttons three times:

  1. Open the device repair tool by going into the Manager and waiting for the blue Repair button, or open it directly from: Settings > Help > Repair your Ledger device.

    repair-tool.png
  2. Connect your Ledger Nano S.
  3. In Ledger Live, select MCU firmware is not genuine and click Repair. The repair process will start. If the Ledger Nano S is still displaying MCU firmware is not genuine, press both buttons three times, the device will then display the Dashboard and the update can continue. 
  4. If the loader is at 100% and the device stays stuck on Bootloader:
    Windows/Linux: Restart Ledger Live by pressing CTRL + R. Then start the repair tool once more.
    MacOS: Restart Ledger Live by pressing ⌘ + R. Then start the repair tool once more.
MCU firmware is outdated

This issue is normally fixed using the device repair tool in Ledger Live. 

  1. Open the device repair tool by going into the Manager and waiting for the blue Repair button, or open it directly from: Settings > Help > Repair your Ledger device.

    repair-tool.png
  2. Connect your Ledger Nano S.
  3. In Ledger Live, select MCU firmware is outdated and click Repair. The repair process will start.
Device displays: Update or Follow device update instructions

This message means your device is ready for the last step of the update. 

  1. Disconnect the Ledger Nano S.
  2. Go to the Manager in Ledger Live.
  3. Press the button near the USB port of the Ledger Nano S and keep it pressed while you reconnect the USB cable.
  4. Release the button when Bootloader is displayed on the device.
  5. The update process will continue automatically. Ledger Live will display multiple progress loaders, while your Ledger Nano S displays Bootloader, Update and Processing. Your device is successfully updated once Ledger Live displays Firmware updated.
Follow device repair instructions

This issue is normally fixed using the device repair tool in Ledger Live. 

  1. Open the device repair tool by going into the Manager and waiting for the blue Repair button, or open it directly from: Settings > Help > Repair your Ledger device.

    repair-tool.png
  2. Connect your Ledger Nano S.
  3. In Ledger Live, select Follow device repair instructions and click Repair. The repair process will start.
Windows-specific issues

  Windows 7

Please note that Ledger Live is not supported on Windows 7. If the solutions provided below do not solve your problem, we cannot provide any further support unless you try on a supported platform (macOS 10.9 (64-bit), Windows 8 (64-bit) or Linux Ubuntu 16.10).

How to fix a blank screen in Ledger Live on Windows 7?
Some users have reported that rebooting their computer in Safe mode with networking allowed them to update their Ledger Nano S. Learn more here. Ledger cannot provide any other solution.

Windows doesn't recognize the device. How to fix this?

  1. Open Devices and Printers from Control Panel.
  2. Double-click Nano S and open the Hardware tab.
  3. Select USB Input Device and click Properties.
  4. Click Change Settings.
  5. Click the Driver tab.
  6. Click Update driver and select automatic driver selection.
  7. Repeat this for both USB Input Devices.

If your device got reset 

If your device displays the Welcome screen and usage instructions, it has been reset. Don't worry, your crypto assets are safe as long as you have your 24-word recovery phrase. Select the Restore from recovery phrase option and press both buttons to validate. Then restore your private keys from your recovery phrase.

Still not solved?

If your problem is still not solved, there is probably a connection issue:

General questions

What if I don't see the update button?

The update is released progressively, please try again later if the update is not visible in the Manager.

Does the update affect my crypto assets?

The private keys on your device are fully backed up by the 24-word recovery phrase. As long as your recovery phrase is securely stored, there is no risk to your assets.

How to update a Ledger Nano S?

Please refer to our update guide for step-by-step instructions.

Do I need to update my Ledger Nano S?

Yes, we strongly recommend always updating your device to the latest firmware version to benefit from the optimal security level and user experience offered by our products.

What changes are included in the update?

Please refer to our blog post.

Do I have to update my Ledger Nano S if I am not using it?

We recommend regularly updating your devices to benefit from the optimal security level and user experience offered by our products. New (versions of) applications are also only available on the latest firmware version. 

Is it possible to downgrade the firmware?

No. For security reasons, it is not possible to downgrade the firmware of your Ledger Nano S.

Why didn't my Ledger Nano S prompt to check the Identifier?

Three screens are shown in an automated loop. If the right button is pressed before the other screens are shown, the update will be installed before you could have checked the identifier. As long as the update is fully installed you can continue using your device.

Troubleshooting Ledger Nano S firmware update
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