Diagnostics & Troubleshooting

Solutions to common issues and guides for maintaining your Fexege device

Common Issues & Solutions

Our hardware wallets are designed for reliability, but occasionally you may encounter issues. Below are solutions to the most common problems reported by users.

Device Won't Power On

Possible Causes:

  • Depleted battery
  • Power button not held long enough
  • Device in deep sleep mode

Solutions:

  1. Connect to power source for at least 30 minutes
  2. Hold power button for at least 5 seconds
  3. Connect to computer with USB cable and wait for 1 minute
  4. Try the reset pinhole on the back of the device (use paperclip)

Biometric Authentication Failures

Possible Causes:

  • Dirty sensor surface
  • Changed finger position from enrollment
  • Minor finger injuries or changes

Solutions:

  1. Clean both the sensor and your finger with microfiber cloth
  2. Try alternative registered fingerprint if available
  3. Use PIN backup authentication method
  4. Re-enroll fingerprint in device settings after successful PIN login

Connection Issues with Mobile App

Possible Causes:

  • Bluetooth not enabled on mobile device
  • Device firmware needs update
  • App and device pairing issues

Solutions:

  1. Ensure Bluetooth is enabled on both devices
  2. Update device firmware using desktop application
  3. Forget device in Bluetooth settings and re-pair
  4. Try using wired connection via USB cable

Transaction Verification Errors

Possible Causes:

  • Outdated device firmware
  • Network congestion
  • Insufficient funds (including network fees)

Solutions:

  1. Update device firmware to latest version
  2. Verify transaction details on device screen
  3. Check balance includes sufficient funds for network fees
  4. Try again later if network is congested

Diagnostic Procedures

Our devices include built-in diagnostic tools to help identify and resolve potential issues. Following these procedures can help maintain optimal device performance and security.

System Health Check

Perform a comprehensive evaluation of your device's critical components:

  1. Power on your device while holding both side buttons
  2. Select "Diagnostics" from the menu
  3. Choose "System Health Check"
  4. Allow the automatic tests to complete (approximately 2 minutes)
  5. Review results for any component failures

Secure Element Verification

Verify the integrity of the secure element chip:

  1. Enter Settings > Security > Advanced
  2. Select "Verify Secure Element"
  3. Device will perform cryptographic verification
  4. Confirmation screen will appear if verification is successful
Fexege Diagnostic Process

Maintenance Guide

Regular Firmware Updates

Keep your device updated with the latest security patches and feature enhancements:

  • Check for updates monthly through the companion app
  • Always verify update authenticity via the device screen
  • Ensure device has at least 50% battery before updating
  • Never interrupt the update process once started

Security Verification

Periodically verify your device's security integrity:

  • Check physical tamper-evident seals monthly
  • Verify device authenticity through the official website
  • Perform secure element verification quarterly
  • Test recovery procedure annually (without exposing seed phrase)

Physical Maintenance

Proper care ensures optimal functionality and longevity:

  • Clean screen and buttons with microfiber cloth
  • Clean biometric sensor with alcohol wipe monthly
  • Store in dry environment between 0-40°C (32-104°F)
  • Avoid exposure to strong magnetic fields

Battery Optimization

Maximize battery life and performance:

  • Perform full charge cycle quarterly for battery calibration
  • For long-term storage, maintain 40-60% charge
  • Use only approved charging cables and adapters
  • Replace battery if runtime drops below 50% of rated capacity

Recovery Instructions

Important Security Notice

Never share your recovery phrase with anyone, including Fexege support. We will never ask for your recovery phrase. Store your recovery phrase in a secure, offline location.

Device Recovery Procedure

1

Initialize Recovery Mode

Power on the new or reset device. Select "Recover Wallet" from the setup menu. The device will prompt you to enter your recovery phrase.

2

Enter Recovery Phrase

Using the device interface, carefully enter each word of your 24-word recovery phrase in the correct order. The device will provide word suggestions as you type to reduce errors.

3

Verify Recovery

After entering your recovery phrase, the device will verify its validity. This process may take several minutes as the device derives your private keys.

4

Set PIN and Security Features

Create a new PIN code and configure biometric security features. This provides an additional layer of protection for your recovered wallet.

5

Verify Account Balances

Connect your device to the companion app and verify that all accounts and balances appear correctly. This confirms successful recovery.

Diagnostic FAQ

How often should I update my device firmware?

We recommend checking for firmware updates at least once a month. Critical security updates will be pushed through the companion app with a notification. Regular updates ensure you have the latest security patches and feature enhancements.

What should I do if my device screen is unresponsive?

First, try a soft reset by holding the power button for 10 seconds. If that doesn't work, connect the device to a power source and wait 15 minutes before trying again. For touchscreen models, ensure the screen is clean and dry. If the issue persists, use the reset pinhole on the back of the device.

Is my device waterproof?

Fexege devices have varying levels of water resistance based on their IP rating. Standard and Mini models are IP54 rated (splash resistant), Pro and Family models are IP65 rated (water resistant), and Enterprise and Traveler models are IP68 rated (waterproof up to 1.5 meters for 30 minutes). However, we recommend avoiding water exposure whenever possible.

What happens if I forget my PIN code?

If you forget your PIN, you'll need to reset the device and recover your wallet using your 24-word recovery phrase. After 10 incorrect PIN attempts, the device will automatically reset to protect your assets. This security feature prevents brute force attacks but requires you to have your recovery phrase safely stored.

How can I check if my device is genuine?

All Fexege devices include a authenticity verification feature. Navigate to Settings > Security > Verify Device and follow the on-screen instructions. The device will connect to our secure server to verify its authenticity. Additionally, check that the package included tamper-evident seals and that the device bootloader displays our official logo during startup.

Additional Support Resources

Knowledge Base

Comprehensive documentation, detailed guides, and frequently asked questions for all Fexege products.

Community Forum

Connect with other users, share experiences, and find community-driven solutions to common issues.

Video Tutorials

Step-by-step video guides demonstrating setup, usage, and troubleshooting procedures.

Technical Support

Contact our dedicated support team for personalized assistance with complex issues.