Follow the sections in order — many issues are resolved after completing the previous steps.
Before You Begin
- Ensure the device is receiving stable power through the USB-C connection.
- Confirm that you are using the original factory firmware (updates are rarely needed).
- Note any on-screen error messages and recent configuration changes.
- If possible, back up your credentials via the local web manager before making changes.
Quick Symptom & Solution Table
| Symptom | Possible Cause | Recommended Action |
|---|---|---|
| Device does not power on | USB cable or port not supplying power | Try a different USB-C cable or port; avoid USB hubs; connect directly to a PC or power bank |
| OLED screen stays blank | Display initialization delay or EEPROM not responding | Wait 5 seconds after connection; if persistent, reconnect or check solder joints on the EEPROM |
| Touch buttons unresponsive | TS06 controller not detected or miscalibrated | Clean the golden pads and reconnect; if still unresponsive, perform a factory reset |
EEPROM ERROR or IV MISSING on screen | Memory communication or data corruption | Power-cycle and retry; if persistent, contact support for inspection |
| Wrong PIN delays access | Exponential lockout triggered after failed attempts | Wait for the countdown to complete and retry with the correct PIN |
TOTP shows REQTIME | Time not synchronized with host | Use the web manager and press Sync Time before generating codes |
Step-by-Step Procedures
1. Safe Restart
- Unplug ZeroKeyUSB.
- Wait about 5 seconds.
- Reconnect to a USB power source (PC or phone).
The splash screen should appear within 3–5 seconds.
2. Reset Touch Controller
- Disconnect and reconnect the device.
- Wait until the ZeroKeyUSB logo appears.
- Tap each golden pad to confirm all five respond.
If touch remains unresponsive, perform a factory reset to recalibrate automatically.
3. Firmware Flash (development units only)
⚠️ Production devices are resin-encapsulated and cannot be reflashed by the user.
This section applies only to pre-production boards.
- Quickly reconnect the USB cable twice within one second to enter bootloader mode.
- Copy the firmware
.uf2file to the drive named ZEROBOOT. - Wait for the file transfer to complete, then reconnect normally.
- Verify the firmware version under Menu → Settings → About.
4. Factory Reset and Reconfiguration
- Export credentials via the web manager (Backup → Export).
- Hold the center touch pad for about 10 seconds until the confirmation countdown appears.
- The process erases all memory, including credentials, PIN signature, and IV.
- After restart, re-import your backup or run the first-time setup again.
Collecting Data for Support
- Connect the device and open the Serial Monitor at 115200 bps to capture log output.
- Take photos of any on-screen errors.
- Note the serial number (
SN ZK-XXXXXXXX) and firmware version from Menu → Settings → About.
Contacting Support
If problems persist:- Submit a support ticket at zerokeyusb.com/support including:
- Device serial number
- Firmware version
- Screenshots or photos of the issue
- Steps you’ve already tried
- Our team will reply within 24 business hours with further guidance.
⚠️ Do not attempt to open or reflash a sealed device.
Doing so will destroy the waterproof encapsulation and void warranty.
This guide covers user-level diagnostics.
For factory calibration or advanced debugging, contact authorized service partners directly.
For factory calibration or advanced debugging, contact authorized service partners directly.