Overview
This article provides troubleshooting checklists to known problems that you may encounter when opening a new Hardware Wallet Account. For issues that are not addressed, please contact support@river.com.
Browser Support
Refer to the matrix below for browser and operating system compatibility. If you are using an unsupported browser and/or operating system, please try a supported environment.
Apple MacOS/Linux
| Ledger | Trezor | |
|---|---|---|
| Google Chrome | ✓ | ✓ |
| Mozilla Firefox | ✓ | ✓ |
| Opera | ✓ | X |
| Apple Safari | X | X |
| Microsoft Edge | ✓ | ✓ |
Microsoft Windows
| Ledger | Trezor | |
|---|---|---|
| Google Chrome | ✓ | ✓ |
| Mozilla Firefox | ✓ | ✓ |
| Opera | ✓ | X |
| Apple Safari | X | X |
| Microsoft Edge | X | X |
It is important to note that with this account type, you are responsible for the security of your own funds. River does not have possession of the Bitcoin nor do we have the ability to spend your Bitcoin. We merely have view-only access into your hardware wallet.
This is done by exporting your xpub. For Ledger hardware wallets, the xpub is associated with your Bitcoin Native Segwit wallet for account #1. For Trezor hardware wallets, the xpub is associated with your Bitcoin Nested Segwit wallet for account #1.
Device Registration
If you are experiencing an issue registering the hardware wallet device, refer to the items below to resolve the issue.
Detection
Make sure the USB cable connecting the device to the computer is firmly plugged in on both sides. Try using a different USB cable if the issue persists.
Firmware
It is recommended to use the device with the most recent firmware version. Please check with the device manufacturer for steps on how to upgrade the firmware on the device. It is recommended to have a backup safely secured before attempting to upgrade the firmware.
Visit Ledger or Trezor for support on firmware upgrades.
Trezor Bridge
In order to detect a Trezor device, Trezor Bridge must be installed. Refer to Trezor to download and verify that the Trezor Bridge software is available on the computer.
Mozilla Firefox
It is possible that River cannot detect the hardware device when using Mozilla Firefox. Registering the device using Firefox relies on a transport method called U2F. Although it is enabled by default, the browser settings might have it disabled. Try to enable U2F following these instructions:
- Type `about:config` into the Firefox address bar and press Enter.
- Search for “u2f”.
- Double-click on security.webauth.u2f to set the value to true.
Windows OS
It can take up to ten seconds for the device to be detected by the browser if using the Windows operating system.