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The screen is frozen and does not respond.

When the screen freezes or stops responding to touch, restart the device with a hardware reset.

[How to perform a hardware reset]​

  1. Press and hold the fingerprint sensor button on the right side of the device for at least 10 seconds.
  2. The hardware reset runs.
  3. Press the fingerprint sensor button again and the device will boot.

A hardware reset does not delete your wallet information or settings. It is different from a device reset, which erases the wallet stored on the device, so you can use it without worry.

[Use it when]​

  • the screen is frozen and does not respond to touch
  • the device is powered on but does not react to your input
  • the device keeps turning off and on repeatedly

[Caution]​

While a firmware update is in progress, the screen may stay unchanged for a while even though everything is working normally. If the app is showing a progress indicator, do not reset the device - just wait.

[If none of the above helps]​

Please record a video showing the symptom.

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?

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