If you encounter the problem that your S1 hardware wallet can not be recognized by the computer during a firmware upgrade process, this article will help you.
Step 1 Examine the USB connection
If the S1 hardware wallet shows charging when you connect the device with a PC/ Laptop, which means that the USB connection is actually working. In this case, go to Step 2.
If the device is not charging, it is possible that: the USB cable is problematic Please change another USB cable and see if it works. We recommend using the official charging cable contained in the product package.
If the USB cable is in good condition, but the device is still not charging, another possibility is that the USB port of the PC/ Laptop isn’t working. In this case, please change to another USB port or another computer to see if the S1 hardware wallet shows charging. You can also test the USB charging port by connecting your cellphone charger to it and see if it can properly charge your cellphone.
Step 2 Examine the upgrade steps
If the USB connection works with no problem, please check if you have clicked ‘Enter Upgrade Mode’ on the S1 hardware wallet by selecting “Settings/Upgrade/Back up already/Next”.
As a computer can only detect the existence of the S1 hardware wallet when the S1 hardware wallet enters the upgrade mode and activates the upgrade process, make sure that you have entered the upgrade mode. Here's a quick guide on how to upgrade your S1 Hardware Wallet. Hope this helps you.
If you have tried all the above methods and they still do not help, please submit a ticket here so that our customer support team can provide further assistance in time.