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Troubleshooting Guide (Windows)

What to do when the Biometric Wallet screen gets stuck during a firmware update​

First, disconnect your D'CENT wallet from the computer. Press and hold the Down (∨) button and the Power button together for a few seconds to force the device off.

If the device gets bricked during a firmware update, you can still enter bootloader mode by pressing and holding the OK button and the Power button together for 10 seconds. From bootloader mode, you can retry the firmware update to recover your Biometric Wallet.

What to do when the Biometric Wallet is not recognized by the PC​

In rare cases, Windows may stop recognizing the D'CENT wallet even though it worked before. You can usually fix this by uninstalling and reinstalling the device driver from the Windows Device Manager.

How to access Device Manager (method #1)​

Press Windows+R on your keyboard.

Type in "control panel" and press Enter to access the Control Panel.

  • For Windows 11, 10 or Windows 8, choose "Hardware and Sound".
  • For Windows 7, choose "System and Security".

From this Control Panel screen, look for and choose "Device Manager".

  • For Windows 11, 10 or Windows 8, check under the "Devices and Printers".
  • For Windows 7, check under "System".

How to quickly access Device Manager (method #2)​

Press Windows+R on your keyboard.

Type in "cmd" and press Enter to run the Command Prompt (a black window).

Type in "devmgmt.msc" and press Enter.

What should I do from the Device Manager?​

In Device Manager, expand Human Interface Devices.

Look for a USB Input Device with an error icon (a yellow triangle with an exclamation mark). You'll need to confirm whether this is the D'CENT device.

Right-click the device and select Properties.

  • In the USB Input Device Properties window, open the Details tab.
  • Under Property, choose Hardware Ids.
  • The correct D'CENT device IDs are PID_2130, PID_2131, or PID_2141.

Back in Device Manager, right-click the device with the error icon and select Uninstall device.

In the Device Manager menu bar, click Action > Scan for hardware changes. Windows will detect newly attached devices and automatically reinstall the driver for your Biometric Wallet.

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If the Biometric Wallet is still not recognized, the problem may be a faulty USB cable or a bad USB port on your computer.

Try a different USB cable, switch to another USB port, or connect to a different computer. When swapping cables, make sure the new one supports data transfer.