Connection & Compatibility

Connection & Compatibility Troubleshooting — Layered Approach

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Ledger connection and compatibility issues all look like 'can't connect / won't detect / drops out' on the surface, but the root causes differ. Rather than replugging and restarting on repeat, classify the symptom first and troubleshoot layer by layer.

This page gives a starter troubleshooting framework — not a specific error code fix — so you know where to start and what signals should make you pause.

Classify by category first

  • Transport layer: USB vs Bluetooth — the troubleshooting paths diverge.
  • Endpoint layer: computer (Windows/Mac/Linux) vs phone (Android/iOS) — different platform constraints.
  • Software layer: Ledger Live vs third-party wallets — different entry points for troubleshooting.

Layered check order

Work bottom-up:

  • Physical — swap cable or port; rule out charge-only cables.
  • Permissions & pairing — USB permissions on Mac, OTG on Android, Bluetooth pairing state.
  • Version & dependencies — Ledger Live and firmware both on current recommended versions; OS meets minimum requirement.

When to pause

If Ledger Live shows 'invalid genuine check' or the device asks for the recovery phrase in an unexpected place — stop and contact official support.

Safety reminder: Use only the official Ledger site and Ledger Live. Never type your recovery phrase or PIN into a webpage and never share them with anyone. Pause and verify the moment anything looks unusual.

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