00:00hey morning everyone this is dan with ledger support in this video today we are going to
00:05cover the topic of troubleshooting issues with ledger devices let's go so the reason why i'm
00:12making this video is because i know that support can be a little slow to respond to emails sometimes
00:20it takes us a few days to get back to you guys but you might have an issue that's easily
00:25solvable
00:26so i wanted to show you some tips and tricks that you can use to try to solve issues by
00:32yourself and
00:33you might not even need ledger support's help of course we're always here to help you guys
00:39but if you can solve your issue yourself that will sell you time and energy as well so let's go
00:46through
00:47those tips and i hope this video is going to be useful for you tip number one is to always
00:53always
00:53make sure that your ledger setup is completely up to date that includes ledger live but also the
01:01firmware that's running on your ledger device but also the apps most of the issues that we see at
01:09support can be very easily solved by just making sure you are on the latest version of ledger live
01:15in firmware and apps as well so let me show you how to go about it so the first thing
01:19you're going to
01:20do is make sure that you are running the latest version of ledger live it's pretty easy to verify
01:26if you are in the latest version by just going to ledger live just like this and go into settings
01:33then you can go to about and here's the version of the copy of ledger live you're running on your
01:39computer all right so in my case that 257.0 now i'm going to compare that with the number here
01:46that
01:47appears in the box so this is the ledger live download signature page it's another location
01:52where you can safely download ledger live but what's cool about this page is you can actually
01:58download any version of ledger live not just the latest so you can see that the number at the top
02:04here is 257.0 that tells me that i am on the latest version of ledger live once you've updated
02:10to
02:10the latest version of ledger live you can go ahead and open ledger live and um so there's a few
02:16thing that's going on here first you see this big orange banner at the top this one tells me that
02:21there is a new firmware update available another way you can know that there is some updates for you
02:27is by looking at this blue dot here next to the my ledger section uh if that's the case that
02:33means
02:33that there are firmware updates or app updates that are waiting for you and it's highly recommended
02:39to do those updates as soon as they pop up on ledger live just don't wait because
02:45if you wait for too long and you continue updating large live but your firmware and app version stay
02:50behind then you might get connection issues eventually and so typically once you're done
02:55updating the firmware to the latest version then ledger will display this message here firmware is
03:00up to date that means that you're good you are on the latest version um and again you might also
03:08need
03:08to update all your different apps this is particularly the case for polkadot and kusama
03:13because each new version of the app will break the previous version of the app so if there is an
03:19app
03:20update then if you're still on the old version of the app then you won't be able to connect to
03:25the
03:25kusama network or the polkadot network and do your transactions so that's why it's super important to
03:30keep those apps up to date if you want to learn more how to completely update your ledger setup you
03:36can find all the steps that describe in this article called how to perform a complete update of your
03:42ledger setup this article lives on the support.ledger.com homepage it's here how to perform a complete
03:50update of your ledger setup another question that we get a lot is is my token xyz supported in ledger
03:57live and this question can also be very very simply answered by going on the hop center so you would
04:04go
04:04to again support.ledger.com then you just type supported in the search bar here and what you're
04:12looking for is supported coins and tokens in ledger live this article here and here's the list of all
04:20the different coins and tokens that are supported in ledger live in the latest version of ledger live
04:26so in this case 257.0 and you get them all so you've got all the coins so individual blockchains
04:32that
04:32are supported and all the different tokens that are supported you've got network on which they are
04:38supported the ticker the contract address you've got the name of the coin and you've got whether or
04:44not the counter value are disabled which means that in ledger live you'll be able to see the token but
04:50not the fiat value of the balance the best way to search the list is by going to point market
04:57cap for
04:57example you would just grab any token that you are interested in checking so for example curve
05:05on ethereum you would just copy the address go back to the list here do ctrl f then paste the
05:13contract
05:13address in and if you get a hit this means that the token is supported in ledger live meaning that
05:19you
05:19will be able to see it in ledger live when you send it to your ethereum accounts but the second
05:24tip
05:24is how to best use the help center so you can troubleshoot issues yourself the help center is
05:30at support.ledger.com again that's support.ledger.com and it has tons of tutorials educational material
05:38tips things like absolutely everything is on the help center um so here's how to use the help center
05:45best right so first on the home page you will find a section called frequently asked questions and those
05:53are some of the issues that are happening right now right so for example these days we are having
06:00a lot of connection issues between ledger and metamask there is something about trance stake
06:05this is also very current and then there is also like a bunch of articles that are evergreen so for
06:11example how to keep your 24-hour recovery phrase safe weekly tech update which is a video update that
06:17we do every single week on twitter very very useful link so if you click here then you'll find a
06:24link
06:24to the replay on twitter and the update is basically a way for you to know what's the most important
06:32about ledger larger products new bugs but also workarounds and solutions on any particular week so
06:38definitely recommend it to watch now going back to the help center so let's say for example i've got an
06:43issue with metamask i'll just type metamask here i don't even have to look or touch those top articles
06:51i'm just gonna press enter right in and here i'm presented with a long long list of different
06:59articles but at least i'm getting all the results for articles containing the word metamask and then i can
07:04just browse the list until i find the article that's most relevant to my issue but again if it's a
07:11very current
07:11issue you don't necessarily have to browse like through pages and pages of articles you can just
07:16go to the frequently asked questions section and typically there will be an article that addresses the
07:21you know current bugs another tip that works very well when trying to troubleshoot a ledger issue is to go
07:26on google and type the issue facing so for example metamask connection and then adds the words ledger
07:37support and then press enter you just get like a nice little condensed version of the things that
07:44are most helpful for this particular issue so another way you can get support is via twitter
07:50the twitter is pretty cool because we're very active on twitter but it comes with a certain number
07:55of dangers be very careful when you are on twitter because if you are asking questions about ledger or
08:02metamask typically you will be approached by a ton of scammers that will try to obtain your 24 recovery
08:08phrase so typically those people they will try to pass for ledger employees or ledger support accounts
08:16or the official ledger accounts and they will always get into your dms or ask you to fill a form
08:21but
08:22eventually what they want is your 24 recovery phrase and again if you share your 24 recovery phrase with
08:28uh anyone that person you're sharing the phrase with will be able to access your accounts they don't
08:34even need access to your device right by just having the recovery phrase they'll be able to punch that
08:41phrase into their own device or crypto wallet and then steal your funds so again guys the legit version of
08:48the support or any ledger employee for that matter will never never ask you for your 24 recovery phrase
08:54we don't want to know your phrase it's for your eyes only and only your eyes and uh just just
09:00please don't
09:01share it because you're just gonna be scammed okay so another way to get a hold of us very quickly
09:06is to join
09:07one of our youtube live sessions so you would just go to the official ledger youtube account so that's just
09:14at ledger and then you can navigate to the live session here and you will be able to sign up
09:20for
09:20an upcoming uh live support session or live onboarding so live onboarding is great for beginners
09:26because um those are the sessions where someone from our team will show you how to get started if
09:33you just got a new ledger device so how you set up the device properly best practices for keeping your
09:38recovery phrase safe things like that are super useful for beginners you can also ask any questions that
09:44you want in the chat once the host has finished going through the the onboarding process then they will
09:49answer your questions so those live onboarding sessions are every friday at 10 a.m pacific time
09:55and we've got the support sessions and those are more typical like amas you can ask us anything you
10:03want and we run those monday to friday you can also sign up directly on the landing page here by
10:11just
10:11clicking notify me and when we go live you'll get a notification of course if any of those tips don't
10:17work
10:17for you you can still reach out to us the conventional ways and click the contact us button at the
10:22bottom
10:23here and start a conversation with the bots and then you'll be able to create a ticket and we'll get
10:28back to you as soon as possible but again guys if you need support um urgently or if you have
10:34just
10:34just a simple question to ask then you can also join our live sessions and that's probably the best way
10:40for you to get immediate support so again we hope to see you in those sessions if not we'll see
10:46you in your
10:46emails or on twitter again be super careful okay just don't um don't fall for scammers don't show you
10:5324 recovery phrase please don't let scammers get your crypto that being said uh that's it for me today
11:00i hope you enjoyed the video and i'll see you in the next one bye
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