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The screen seems frozen during the firmware update.

First, please check whether this is normal. During an update the device reboots and transfers data repeatedly, and the screen may stay unchanged for a while.

[Check this first]​

  • If the app is showing progress, the update is running normally. Do not close the app or move to another screen - just wait.
  • Keep the device and the smartphone close together.

[If nothing happens after waiting long enough]​

  1. Press and hold the fingerprint sensor button on the right side of the device for at least 10 seconds to run a hardware reset.
  2. Press the fingerprint sensor button again to boot the device.
  3. Connect to the mobile app again and retry the firmware update.

[Caution]​

Use a hardware reset only when the progress in the app has stopped and has not changed for a considerable time. Resetting while the update is running normally interrupts it.

[If none of the above helps]​

Please record a video of the screen where the problem occurs.

Submit a 1:1 inquiry with the information below and we will review it and get back to you.

Go to 1:1 inquiry

  • Phone model : e.g. Galaxy S20, iPhone 11
  • iOS or Android version : e.g. iOS 14.7
  • DCENT app version : DCENT app > "Setting" tab > App info
  • Firmware version : On DCENT X, "Settings" > Device Info > Firmware Update
  • A screenshot or video showing the problem
  • Are your recovery words (24-word mnemonic) stored somewhere safe?

[User guide]​