TroubleShooting Connections With The KeepKey

The Full Story

(macOS Sonoma users! you must configure your system to default-allowing all devices to connect)

Step One. Identify the software you are using or intending to be using.

Understanding All the KeepKey Clients

• (Production) KeepKey Desktop: The replacement for KeepKey updater, written by KeepKey.
• (Legacy) KeepKey Updater: an application maintained by KeepKey originally written by ShapeShift for updating KeepKeys.

Getting Started

Many of our users are coming back after not using their KeepKey’s for a long time. This guide is for users who for any reason are not able to connect or access their KeepKey Device.

Most of our users have used their KeepKey’s with either shapeshift.com or perhaps if you are an even older, the KeepKey Browser Extension.

If this is the case you MUST update the firmware on your device.

Updating Firmware

It is NOT possible to update firmware from app.shapeshift.com. And as of writing this post there are only 2 graphical applications that support firmware updating.

https://github.com/keepkey/keepkey-updater

GitHub - keepkey/keepkey-desktop: KeepKey Desktop Application

The KeepKey updater app was written for Keepkey while it was owned by ShapeShift.

(For Directions on updating your KeepKey with KeepKey desktop go here)

TroubleShooting Connections

Terms:

• WebUSB: the web protocol in which your host machine is communicating to your KeepKey Device
• HID: the native USB protocol in which your host machine is communicating to your KeepKey Device
• Browser: A web Browser for example chrome/brave browser
• Electron: A native application framework that runs outside of a web-browser on your host machine.

Windows users

Windows Specific Instructions:

Debugging USB devices on Windows

ShapeShift.com

If you are attempting to connect to app.shapeshift.com from your web browser. The following conditions must be met.

1. Your KeepKey must be on firmware greater than 6.1.0
2. You must be using a web browser with webUSB support. This is limited to Brave/Chrome and excludes firefox and safari
3. Your KeepKey can not be connected to any other web browsers tab via USB. For instance only the first tab opened with app.shapeshift.com will be able to connect to the device. (It is recommended to close all tabs)
4. You must not be running KeepKey Desktop OR the KeepKey updater app. It is possible these services are running in the background. Be sure to check your menu trays and perhaps check running tasks to stop them.
5. Your USB cable must be solid and without damage. It is not uncommon for USB cables to fail. Just because a USB cable can transmit power and Power on a KeepKey does NOT guarantee that the data connection is solid and without issues.
6. Your Host machine must have valid USB drivers. This is generally only an issue for linux machines. Linux users may need to adjust their UDEV permissions. documented here
7. Linux users may need to chmod keepkey desktop to use it

chmod +x KeepKey-Desktop-2.0.16.AppImage

Electrum Users:

Add python lib

python3 -m pip install keepkey

ShapeShift

A common Error for ShapeShift users:

This Error is generic, it is displayed under the following common cases

• You have more then 1 ShapeShift tab open (already claimed error)
• You have started a transaction and aborted (bad state) to fix this unplug and reconnect your KeepKey
• Your KeepKey is out of date and needs update! Follow this guide; (YOU CAN NOT UPDATE in ShapeShifts App.)

(Note: If you are a users of beta.shapeshift.com and managed your Ripple or DASH from a KeepKey. you can use the following guides to manage these assets.)

Ripple Is Supported By KeepKey.

XRP/DASH users are recommend to use the NEW KeepKey Browser Extension! (ShapeShift does NOT support these assets, but we do!)

Bex | KeepKey

Any more requests for coin support bring to our discord.

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