Troubleshooting wallet software has one rule that outranks every other piece of advice on this page: never fix a problem by weakening a security control. If a suggested solution requires disabling antivirus, SmartScreen, Gatekeeper, the firewall, or a device confirmation prompt, it is not a solution — it is the beginning of an incident report.

Every panel below follows the same structure, so you can skim rather than read:

  • Possible cause — the most likely explanation, not the only one.
  • Safe checks — things you can inspect without changing anything.
  • Possible solution — the usual fix, in order of likelihood.
  • When to seek support — the point at which official support is the correct next step.
The check that comes before all others

Before diagnosing anything, confirm that the file you installed matches the developer's published checksum, and that the download came from the developer's own domain. A surprising number of "installation bugs" turn out to be a modified installer, and no troubleshooting step fixes that. See recognising fake downloads.

Windows troubleshooting

Ledger Wallet does not install

Possible cause
A previous attempt left a partial installation behind, the installer was blocked before it started, or the system drive is too full to complete the write.
Safe checks
  • Confirm the download came from the developer's own domain and that its SHA-512 hash matches the published signature page.
  • Check free space on the system drive in Settings → System → Storage.
  • Look in Settings → Apps for an existing installation of the application or an earlier version.
  • Open Event Viewer → Windows Logs → Application and look for errors logged at the time you ran the installer.
Possible solution
  • Remove any partial installation listed in Settings → Apps, then restart Windows.
  • Download the installer again from the official source, verify the checksum, and run it from your Downloads folder rather than from a temporary folder.
  • Free space on the system drive and retry, keeping Microsoft Defender and any antivirus enabled.
When to seek support
If the installer still fails after a clean download and a restart, contact the developer's official support with the file name, its checksum and the exact error text.

The installer will not open

Possible cause
The file was not fully downloaded, the download was blocked by the browser, or the file association was changed by another application.
Safe checks
  • Compare the downloaded file size with the size published for the current release.
  • Right-click the file → Properties and confirm it is not marked as blocked or read-only, and that it has a valid digital signature.
  • Check your browser's download list for an interrupted or cancelled download.
Possible solution
  • Delete the file, clear the browser download entry, and download it again from the official source.
  • Save the file directly to your Downloads folder instead of opening it from within the browser.
  • If another application has claimed the .exe association, open the file from an elevated command prompt after verifying its checksum.
When to seek support
Contact official support if a freshly downloaded, checksum-verified installer still refuses to open.

Windows blocks the application

Possible cause
An application-control policy, a corporate management policy, or a SmartScreen reputation decision stopped the file from running.
Safe checks
  • Read the exact wording of the block message: it distinguishes policy blocks from reputation blocks.
  • Check whether the computer is managed by an employer or school (Settings → Accounts → Access work or school).
  • Confirm the checksum of the file you are trying to run.
Possible solution
  • On a managed computer, ask the administrator: policy decisions are theirs, not yours, and bypassing them is usually a breach of policy.
  • On a personal computer, verify the file and acknowledge the prompt through the dialog's own options — do not disable the protection.
  • If the block names a specific policy, search that policy name in the developer's support documentation before changing anything.
When to seek support
If the block persists on an unmanaged personal computer with a verified file, contact official support with a screenshot of the exact message.

SmartScreen reports an unrecognised app

Possible cause
The release is new and has not yet accumulated download reputation, so SmartScreen cannot vouch for it.
Safe checks
  • Choose More info in the SmartScreen panel and read the publisher and application name shown there.
  • Compare the publisher with the developer's documented publisher name.
  • Compute the SHA-512 hash and compare it with the official signature page.
Possible solution
  • If the publisher and checksum both match, continue through the prompt's own options with SmartScreen still enabled.
  • If the publisher is missing, unrelated or the checksum differs, delete the file and download again from the official source.
  • Never add a folder exclusion for wallet software as a way past the prompt.
When to seek support
Contact official support if a checksum-verified file is blocked with a publisher name that does not match the developer's documentation.

Antivirus flags the installer

Possible cause
A heuristic detection triggered by an uncommon or newly released binary, or by a genuinely modified file.
Safe checks
  • Note the exact detection name and the file it refers to.
  • Verify the checksum against the official signature page — this is the decisive check.
  • Check whether the detection also appears on a second, independent scanner.
Possible solution
  • If the checksum matches, report the detection as a false positive to your security vendor and follow the developer's documented remediation path; keep the protection enabled.
  • If the checksum does not match, treat the file as malicious: delete it, scan the machine, and re-download from the official source.
  • Do not disable real-time protection or add exclusions for a wallet installer.
When to seek support
Contact official support with the detection name and the file's checksum; the developer can confirm which hashes are legitimate.

The application does not launch

Possible cause
The installation is incomplete, a leftover process is holding the application's data files, or a dependency shipped with the application is missing.
Safe checks
  • Open Task Manager and look for a running instance of the application, including in the background processes list.
  • Check whether the application opens in a new user profile, which separates configuration problems from installation problems.
  • Look for an error message or a crash log in the application's data folder or in Event Viewer.
Possible solution
  • End any running instance in Task Manager, then start the application again.
  • Restart Windows and try once more before reinstalling.
  • If it still fails, uninstall cleanly (see the uninstall guide), restart, and reinstall from a checksum-verified download.
When to seek support
If a fresh installation on an unmodified system still does not start, contact official support with the application version and the crash log.

The hardware wallet is not detected

Possible cause
A cable, port or power problem, a locked device, or a driver that has not been associated with the device yet.
Safe checks
  • Confirm the device is unlocked with its PIN and is showing its home screen.
  • Try the cable supplied with the device, in a port on the computer itself rather than a hub or dock.
  • Open Device Manager and look for an unrecognised device appearing or disappearing as you plug the device in.
Possible solution
  • Re-seat the cable, try another port, and try another cable that you know carries data.
  • Restart the application while the device is connected and unlocked.
  • If the device appears as an unknown device, remove that entry in Device Manager and reconnect.
When to seek support
If the device is not detected on a second computer with the supplied cable, contact official support before attempting any firmware work.

A USB connection problem persists

Possible cause
A worn or charge-only cable, an unpowered hub, a dock, or a USB port that cannot supply stable power.
Safe checks
  • Test the same cable and device on another computer.
  • Test a different cable with the same device.
  • Note whether the disconnections happen under load, such as during a firmware or application installation.
Possible solution
  • Use the supplied cable directly into the computer, avoiding hubs, docks, monitor ports and extension cables.
  • Avoid USB-C adapters where a native port is available.
  • Reconnect the device after the application has fully started rather than during startup.
When to seek support
Contact official support if the device disconnects repeatedly on multiple cables and multiple computers.

The application crashes or closes unexpectedly

Possible cause
A corrupted local data directory, an incompatible graphics driver, or a conflict with security software that is hooking system calls.
Safe checks
  • Note what you were doing when it closed, and whether it is reproducible.
  • Check the application's log or crash report for the last entries before the close.
  • Check for pending Windows updates, including graphics drivers.
Possible solution
  • Close the application fully, restart Windows, and try the same action again.
  • If it is reproducible, uninstall and reinstall using a checksum-verified download; your accounts can be re-added from the device.
  • If crashes started after a security-software update, report the conflict rather than disabling the protection.
When to seek support
Contact official support with the application version, the operating system build and the crash log.

Windows 10 is out of date

Possible cause
The operating system has missed cumulative updates, so the libraries the application depends on are older than the release expects.
Safe checks
  • Open Settings → Windows Update and check for pending updates and for a "your device is missing important security updates" notice.
  • Read the current minimum requirement in the developer's system-requirements documentation.
  • Check the Windows build number in Settings → System → About.
Possible solution
  • Install all pending updates, restart, and try again.
  • Keep Windows 10 updated, or move to a supported newer release if your hardware allows it.
  • Do not install an older build of the wallet application to work around a missing operating-system update.
When to seek support
Contact official support if your Windows version meets the documented minimum but the application still reports a compatibility problem.

There is not enough disk space

Possible cause
The system drive lacks room for the download, the unpacked installation and the local data directory.
Safe checks
  • Check free space in Settings → System → Storage.
  • Empty the Downloads folder of unrelated large files and clear temporary files with Storage Sense.
  • Check whether Windows has reserved space for updates that can be reclaimed.
Possible solution
  • Free space on the system drive before retrying, aiming for a comfortable margin rather than the bare minimum.
  • Remove any partial installation of the application first, so the new attempt starts clean.
  • Move large personal files to another drive rather than deleting system files.
When to seek support
Not usually a support matter; if space cannot be freed, the practical answer is a machine with more available storage.

The installer file is corrupted

Possible cause
An interrupted download, a proxy or antivirus that modified the stream, or a file that was never the published file.
Safe checks
  • Compute the SHA-512 hash and compare it with the official signature page.
  • Compare the file size with the size published for that release.
  • Check your browser's download history for an interruption or a resumed download.
Possible solution
  • Delete the file and download it again from the developer's own domain.
  • Avoid resuming downloads or downloading through an intermediary service that modifies files.
  • If the hash still does not match after several attempts, try a different network, since some proxies rewrite content.
When to seek support
Contact official support if a file downloaded from the official domain repeatedly fails the checksum check; the developer may need to know about a distribution problem.

The installation appears frozen

Possible cause
The installer is waiting for a permission prompt hidden behind another window, unpacking a large payload on a slow drive, or blocked on a network check.
Safe checks
  • Press Alt + Tab to check for a hidden dialog, especially a User Account Control prompt.
  • Look at Task Manager: a working installer still shows disk or CPU activity.
  • Check whether the drive is unusually busy or nearly full.
Possible solution
  • Wait several minutes on a slow drive before concluding it has stopped.
  • Bring hidden prompts to the front with Alt + Tab, and answer them.
  • If there is no activity for a long period, close the installer, restart, and run it again from a verified file.
When to seek support
If the installer consistently stalls at the same point on a supported system, contact official support with the step where it stalls.

macOS troubleshooting

The application cannot be opened

Possible cause
The application is still on the mounted disk image, macOS could not verify the developer, or the installation was incomplete.
Safe checks
  • Confirm the application is in the Applications folder, not on a mounted disk image.
  • Read the exact wording of the dialog, which distinguishes a verification problem from a damaged file.
  • Confirm the macOS version in About This Mac meets the documented minimum.
Possible solution
  • Eject the disk image, open the application from Applications, and try again.
  • If the dialog offers an option to open anyway, use the dialog's own control rather than a terminal workaround.
  • If the message says the application is damaged, re-download from the official source and verify the checksum.
When to seek support
Contact official support if a checksum-verified application is still refused on a supported macOS version.

macOS shows a security warning

Possible cause
macOS applies additional checks to applications downloaded outside the App Store, and it reports the result to you before the first launch.
Safe checks
  • Read the dialog fully; the wording identifies whether this is a first-run warning or a verification failure.
  • Check where the application was downloaded from, and whether the checksum matches the official signature page.
  • Confirm the macOS version is within the supported range.
Possible solution
  • If the file is verified, acknowledge the prompt through the dialog's own options and continue.
  • If verification fails, delete the application and re-download it from the developer's official domain.
  • Keep Gatekeeper enabled; do not strip quarantine attributes from an unverified file.
When to seek support
Contact official support if a verified, correctly installed application is still blocked on a supported macOS release.

Unidentified developer warning

Possible cause
macOS could not confirm the developer identity for the file, which happens for unsigned software and for some distributions outside the App Store.
Safe checks
  • Verify the checksum of the download against the developer's signature page.
  • Read the signing identity of the installed application with the codesign command.
  • Compare the identity with the official Developer ID published in the developer's documentation — Ledger's documentation states the only official Ledger Wallet Developer ID for macOS is X6LFS5BQKN.
Possible solution
  • If checksum and signing identity both match, the file is the published file; acknowledge the prompt through the dialog's options.
  • If the identity differs, delete the application immediately and re-download from the official source.
  • Never disable Gatekeeper globally to work around this warning.
When to seek support
Contact official support if a verified application reports an unexpected signing identity, and include the codesign output.

The application is described as damaged

Possible cause
An incomplete download, an interrupted copy into Applications, or a quarantined file whose signature cannot be validated.
Safe checks
  • Compare the checksum of the downloaded file with the published value.
  • Check that the application was copied into Applications rather than launched from the disk image.
  • Confirm free storage on the startup disk.
Possible solution
  • Delete the application, empty the Trash, re-download from the official source and verify the checksum before installing again.
  • Copy the application into Applications with Finder, then eject the disk image before launching.
  • Do not use terminal commands to bypass a damage report on a file you have not verified.
When to seek support
Contact official support if a freshly verified download still reports as damaged; include the macOS version and the checksum.

The application crashes on launch

Possible cause
A corrupted local data directory, a permissions problem in the user's library folder, or an incompatible macOS update.
Safe checks
  • Check Console or the application's own logs for the crash reason.
  • Test whether the application starts for a different user account on the same Mac.
  • Confirm pending macOS updates have been installed.
Possible solution
  • Restart the Mac and try again before making changes.
  • If the crash is reproducible, remove the application, restart, and reinstall from a verified download.
  • If it only crashes for one user account, the local data directory is the likely culprit; the application rebuilds it on a clean start.
When to seek support
Contact official support with the crash report and the macOS build number.

The hardware wallet is not detected on macOS

Possible cause
A charge-only cable, a hub or dock that does not pass data, a sleeping device, or a permission prompt that was declined.
Safe checks
  • Unlock the device with its PIN and confirm it shows its home screen.
  • Try the supplied cable directly in a port on the Mac.
  • Check System Settings → Privacy & Security for any prompt relating to USB or accessory access.
Possible solution
  • Re-seat the cable, try another port, and try a cable you know carries data.
  • Start the application after connecting the device, and approve any accessory prompt.
  • Avoid hubs and docks where possible; when one is unavoidable, use a powered hub.
When to seek support
If the device is not detected on a second Mac with the supplied cable, contact official support.

A USB-C connection issue persists

Possible cause
A worn connector, an adapter chain, or a dock that renegotiates power during data transfer.
Safe checks
  • Test the device and cable on another computer.
  • Remove adapters and connect natively if the Mac has a matching port.
  • Note whether the device disappears only when other devices are connected.
Possible solution
  • Use the supplied cable and a native port; remove adapter chains where possible.
  • Connect the device after the application has started rather than during launch.
  • Replace a cable that shows intermittent behaviour on multiple machines.
When to seek support
Contact official support if disconnections continue with the supplied cable on multiple Macs.

Intel or Apple Silicon compatibility confusion

Possible cause
An old or unofficial build, or a compatibility layer being offered where a native build exists.
Safe checks
  • Read the chip or processor line in About This Mac.
  • Check whether macOS offers to install a compatibility layer when you launch the application — a current release does not require one.
  • Compare the file name of your download with the current release on the developer's signature page.
Possible solution
  • Remove any unofficial or older build and install the current release from the developer's official domain.
  • Verify the checksum before installing.
  • Do not install a third-party "optimised" build for your chip type.
When to seek support
Contact official support if the current release refuses to run on a supported Mac; include the chip model and macOS version.

There is not enough storage

Possible cause
The startup disk lacks space for the download, the installed application and its local data.
Safe checks
  • Check free space in System Settings → General → Storage.
  • Empty the Trash and remove old disk images and installers from Downloads.
  • Check for large local snapshots or caches using the Storage panel's recommendations.
Possible solution
  • Free space before retrying, leaving a comfortable margin.
  • Eject and delete any mounted disk images you no longer need.
  • Re-download the installer only after space is available, so a partial file does not linger.
When to seek support
Rarely a support matter; if space cannot be freed, install on a Mac with more available storage.

macOS is out of date

Possible cause
The Mac is running a version below the documented minimum, or is missing updates that the application expects.
Safe checks
  • Read the version in About This Mac and compare it with the official requirements.
  • Open System Settings → General → Software Update and check for pending updates.
  • Check whether your Mac model can run a newer macOS release at all.
Possible solution
  • Install available updates and restart.
  • If the Mac cannot run a supported macOS version, use the mobile application instead of looking for an unofficial desktop build.
  • Do not install repackaged "compatible" builds from third-party archives.
When to seek support
Contact official support only if your macOS version meets the documented minimum and the application still refuses to start.

The DMG file appears corrupted

Possible cause
An interrupted download, a partial file, or a browser that truncated the stream.
Safe checks
  • Compare the checksum with the official signature page.
  • Compare the file size with the published size for the release.
  • Check the download list in your browser for an interruption.
Possible solution
  • Delete the file, empty the Trash, and download again from the developer's official domain.
  • Avoid resuming a partial download, and avoid intermediary services that rewrite files.
  • If it fails repeatedly, try a different network connection.
When to seek support
Contact official support if repeated downloads from the official domain fail the checksum check.

A permissions problem blocks the application

Possible cause
A privacy or file-access permission was declined, or the application is running from a location it cannot write to.
Safe checks
  • Check System Settings → Privacy & Security for entries relating to the application.
  • Confirm the application is in the Applications folder and not on a mounted image or an external volume.
  • Check whether the problem only occurs for one user account.
Possible solution
  • Grant only the permissions the application actually needs, then restart it.
  • Move the application into Applications and launch it from there.
  • If a permission prompt no longer appears, remove the application entry from the relevant privacy panel, restart, and let macOS ask again.
When to seek support
Contact official support if permissions cannot be granted normally; do not disable system integrity protections to work around it.

Before you contact official support

Confirm the download is genuine

Checksum verified against the official signature page, from the developer's own domain. This single step prevents support conversations about problems that are not software bugs.

Note the exact versions

The application version, the operating system version and build number, and the device model and firmware version if a device is involved.

Describe the failure precisely

What you did, what you expected, what happened instead, and whether it is reproducible. "It does not work" cannot be diagnosed; "the installer stops at 40 percent after I approve the permission prompt" can.

Collect the evidence

The exact error text or a screenshot, the file name and checksum, and any log or crash report the application produced.

Record what you have already tried

A short list of the steps you attempted saves a support engineer from suggesting them again, and it prevents duplicate work.

Contact through the developer's official channel only

Type the developer's domain yourself. Never accept support through a chat account, a phone number or a link that contacted you first.

What no legitimate support process will ever ask for

Not your Secret Recovery Phrase. Not your private keys. Not your PIN. Not remote access to your computer. Not a payment to an address to "verify" your wallet. Ledger's own support documentation states plainly that Ledger will never ask for the 24 words of your recovery phrase. Any request for those things is the attack, not the support.