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The DCENT X screen freezes or doesn't respond to input.

[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?

[The screen dims or turns off by itself.]​

DCENT X is designed so that the screen dims after a period without input, and then the device powers off automatically. This is not a malfunction.

What happens, in order

  • 1 minute (60 seconds) : with no input, the screen brightness drops to less than half. The screen dims - it does not turn off.
  • 3 minutes (default) : if there is still no input, the device powers off completely.

How to change the setting

  • You can change the "Auto Power Off" time under Settings > System Settings > Power Management.
  • The default is 3 minutes.
  • The 1-minute dimming is a fixed value and cannot be turned off or changed in the settings.

Notes

  • A dimmed screen returns to full brightness when you touch it or when a request arrives from the app.
  • Even while Bluetooth is connected, the screen dims after 1 minute without input. Keeping the connection alone does not restore the brightness - this is normal behavior.
  • After the device powers off, turn it on and unlock it with your fingerprint or PIN to use it again.
  • When Auto Power Off runs, a One-Time passphrase wallet returns to the default wallet.

User guide

[Swiping does not move me to the next screen.]​

Unlike the earlier fingerprint-type wallet, DCENT X is not operated with buttons - you use touch and swipe gestures. Please check the following.

Things to check

  • Swipe left to go to the next screen and swipe right to go back. Check the direction.
  • While the Control Center is closed, only a downward drag is recognized; upward drags are ignored.
  • On long screens such as the transaction signing screen, you move with a vertical scroll, not a swipe.
  • On the mnemonic entry screen, keys shown in gray that cannot be pressed are normal behavior.
  • If the device does not respond to touch at all, try the hardware reset below.

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.

User guide

[I cannot see the confirm button on the transaction signing screen.]​

The confirm and reject buttons are at the very bottom of the list of transaction details. They are not fixed to the screen but sit inside the same scrolling area as the details, so when the content is long you have to scroll all the way down for the buttons to appear.

What to do

  • Scroll down through the Network · Type · From · To · Amount · Fee items until you reach the end.
  • The item labels are shown in English on the device screen.
  • The confirm and reject buttons appear at the very bottom of the list.

What to check before signing

  • From : make sure the transaction is leaving the account you intended.
  • To : to protect yourself from phishing, always compare the full address.
  • Amount · Fee : check that the unit (coin symbol) and the number of digits match what you intended.
  • If anything at all differs from what you expect, do not sign - reject it and start the request again from the mobile app.

User guide