#Ledger tutorial. Ledger Wallet can’t detect your Ledger: complete troubleshooting checklist

Ledger Wallet can’t detect your Ledger: you connect the device to your computer, but Ledger Wallet — formerly known as Ledger Live — does not recognise it. In some cases, the app sees the device but displays “Sorry, connection failed.” This is one of the most common issues customers contact our support team about, and in 9 out of 10 cases it can be resolved within a few minutes without a service centre.

First, the most important point: a connection problem does not affect your crypto assets. They are recorded on the blockchain, not stored inside the device. Even if your Ledger will not connect at all, you can restore access to your assets on another device using your seed phrase. So there is no need to panic — simply work through the checklist below. It applies to all models: Nano S, Nano S Plus, Nano X, Nano Gen5, Flex and Stax. The Bluetooth section applies only to models that support it.

When setting up a new device for the first time, follow the separate process in our first 30 minutes with a hardware wallet checklist.

Five basic checks for any operating system

According to Ledger’s official documentation, most connection issues are resolved at this stage. Work through these checks in order:

• Unlock the device with your PIN. The app cannot detect it while it is locked. It sounds obvious, but this is the most common cause.
• Use the original cable. Some USB cables, particularly those supplied with power banks and chargers, carry power only and do not transfer data. The device turns on, but the computer cannot communicate with it. If you no longer have the original cable, use a data-capable cable and make sure the connector is fully inserted.
• Remove anything between the device and the port. This includes hubs, docking stations, adapters and extension cables. Connect your Ledger directly to the computer and try several different ports.
• Update Ledger Wallet to the latest version. An outdated version is often the cause of the “connection failed” error.
• Restart the computer. Ledger lists this as a valid troubleshooting step in its documentation, and it often works in practice.

Still not working? The next steps depend on your operating system.

Windows

Run Ledger Wallet as an administrator

Right-click the Ledger Wallet icon and select “Run as administrator”. Without administrator privileges, the Windows app may be unable to access the USB port or communicate with the device. This is one of Ledger’s official recommendations.

Check whether Windows S mode is enabled

In S mode, Windows only allows apps from the Microsoft Store and restricts how they can operate, so the Ledger Wallet desktop app cannot be installed. S mode is often enabled by default on budget laptops, and many owners do not realise it is active. To check, open Settings → System → About. The Windows edition will include the words “in S mode”. Leaving S mode is free through the Microsoft Store, but bear in mind that the change is permanent: you cannot switch S mode back on later.

Update the USB drivers

Open Device Manager, find your Ledger under the USB devices section, right-click it and choose the option to search automatically for an updated driver. A yellow exclamation mark beside the device usually indicates a driver problem.

One more point: Ledger Wallet only works on Windows 10 or later. Ledger no longer supports Windows 7 or 8.

macOS

Ledger’s official guidance for Mac is shorter: use the latest version of Ledger Wallet, restart the computer and connect the device directly without adapters. Although MacBook users often rely on a hub, it is worth making an exception for this test. If the basic steps do not help, Ledger provides a full list of Mac-specific solutions in its official Fix USB connection issues article.

Linux

On Linux, the cause is almost always the same: the system is not allowing the app to access the USB device. The usual fix is to install the appropriate udev rules. Ledger provides an official script that adds the rules and reloads udev with a single terminal command:

wget -q -O - https://raw.githubusercontent.com/LedgerHQ/udev-rules/master/add_udev_rules.sh | sudo bash

The script is stored in the official LedgerHQ repository on GitHub, so you can open and review it before running it. After the command finishes, reconnect the device and try opening My Ledger again.

Your phone can’t detect your Ledger over Bluetooth

This section applies to Bluetooth-enabled models: Nano X, Nano Gen5, Flex and Stax. Nano S and Nano S Plus only work over a cable. When you connect to a phone, the device displays “Allow a secure connection with Ledger”, and you have 30 seconds to approve the request. On Nano X, press both buttons at the same time. On touchscreen models, approve the request on the screen. If you do not respond in time, pairing fails with the message “Sorry, secure connection with Ledger failed”. Start the pairing process again and approve the request straight away.

If that does not help, reset the Bluetooth pairing: remove the Ledger device from the phone’s list of paired devices, reset Bluetooth pairing on the Ledger itself and set up the connection again from scratch. Step-by-step instructions are available in Ledger’s official Bluetooth troubleshooting article.

There are two additional points to keep in mind on mobile. On Android, you may need to enable OTG in the phone settings before connecting by cable. iPhone does not support a wired connection to a Ledger device, so you must use Bluetooth instead.

Separate issue: My Ledger keeps loading indefinitely

The device is connected, but the My Ledger section remains stuck on a loading screen. Ledger recognises this as a known issue. Its documentation recommends updating Ledger Wallet to the latest version, unlocking the device with your PIN before opening the section and completing the USB checks above. As a temporary workaround, you can use the mobile version of Ledger Wallet. This issue does not affect your funds.

Nothing worked: when it may be a hardware fault

The final test is to try another cable and another computer. If the device is not detected on any computer with any cable, and its screen does not turn on or behaves abnormally, the problem is unlikely to be software-related. There are two possible next steps:

• The device is new and has just been unboxed. Do not try to repair it yourself, and do not initialise it if anything looks unusual. Contact the seller to request a replacement.
• The device has been used before. Open a ticket with Ledger Support and describe everything you have already tried from this checklist. Ledger normally asks for these details in warranty cases, and providing them can speed up the review.

Where to buy Ledger and get help

You can buy a Ledger device either directly from the official Ledger store or from Lwallet. Buying from Ledger means ordering from the manufacturer, but it also involves international delivery. Lwallet offers local delivery within Ukraine, English-language support and free help with setup and issues like this one. If something goes wrong, you have a local team to contact. In either case, you receive a genuine device whose authenticity you can verify when you first connect it.