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I cannot connect to my Jade device

  • Updated

If you encounter issues connecting to your Jade device, try the following solutions based on your operating system.

On macOS

If you have a Mac laptop with Apple silicon, you may have to approve any new USB devices you connect to your Mac. Choosing “Allow” enables both power and data transfer, while “Don’t Allow” only allows charging. See Apple’s support documentation for more.

  1. Open Spotlight Search (Command + Spacebar)
  2. Type in "System Information" and press Enter.
  3. Click on USB and look for your Jade
    • It should be listed as either "USB Single Serial" or "CP2104 USB to UART Bridge Controller"
    • If your Jade is not listed, it may be a cable, adapter, or USB port problem (see General Tips section below).

On Windows

  1. Right-click on the Start menu and select Device Manager.
  2. In Device Manager, look for your Jade
    1. It should be listed as either "USB Single Serial" or "CP2104 USB to UART Bridge Controller"
    2. If your Jade is not listed, it may be a cable, adapter, or USB port problem (see General Tips section below).

General Tips

The following general tips can help resolve common connection issues with your Jade device. These steps apply to macOS and Windows users and should be attempted before proceeding to driver installation.

  • Close other applications and browser tabs that may be connecting to your Jade device (Blockstream Green wallet, Blockstream upgrade portal, Specter Desktop, etc)
  • Restart your Browser. 
  • Restart your Jade device
  • Try a different cable rated for data transfer, not just charging - Unfortunately, not all USB cables are rated for data transfer. If your Jade display turns on, it does not necessarily mean that the cable is suitable. Make sure you are using an original Jade cable as this will avoid missing due to low-quality USB cables and adapters.
  • Connect directly to your Jade device will help avoid issues related to USB hubs
  • Try a different USB port

If your Jade device is still not recognized after trying these general tips, you may need to install additional drivers to establish a proper connection between your computer and the device.

Install the Jade device drivers

A device driver is sometimes needed to help your computer communicate with external devices, like your Jade device. When you connect your Jade to your computer, the driver acts as a bridge, ensuring the two can exchange information smoothly. Without the right driver, your computer might not recognize your Jade or be able to use all of its features.

 

If your Jade device is not recognized or if, while your device is connected, you are experiencing error messages on your Jade device or in the Swan Vault interface, you may need to install the necessary driver(s). Follow the instructions appropriate for your OS below:

 

On macOS

  1. Download the driver linked here and navigate to the CH34XSER_MAC folder found in your downloads once completed.
  2. Open the folder and double-click CH34xVCPDriver.pkg.
  3. Continue through the installation helper until you see the Success message. If you encounter a "System Extension Blocked" error, choose to Open System Settings and select Allow under the prompt that shows that CH34xVCPDriver was blocked from loading.
  4. Restart your Jade device and try again. If you are still having issues, you may need to restart your computer for the changes to take effect.

If your Jade device is still not recognized by your computer, it may be that you need to install a separate relevant driver.

  1. Download the CP210x VCP Mac OSX Driver and navigate to the macOS_VCP_Driver folder found in your downloads once completed.
  2. Open the folder and double-click SiLabsUSBDriverDisk.dmg, then select Install CP210x VCP Driver. 
  3. Continue through the installation helper until you see the Success message. If you encounter a "System Extension Blocked" error, choose to Open System Settings and select Allow under the prompt that shows that CP210xVCPDriver was blocked from loading.
  4. Unplug your Jade device and restart your computer for the changes to take effect.

On Windows

  1. Download the linked driver and select the folder found in your downloads folder once completed.
  2. While in the driver folder, click Extract All near the top of the File Explorer window and choose Setup.exe to install the driver.
  3. Unplug Jade and restart your computer for the changes to take effect.

If your Jade device is still not recognized by your computer, it may be that you need to install a separate relevant driver.

  1. Download the CP210x Universal Windows Driver and select the folder found in your downloads once completed.
  2. Click Extract all near the top of the File Explorer window while in the CP210X_Universal_Windows_Driver folder.
  3. Once extracted, check the box next to the silabser file with the Setup Information type, right-click and select Install from the drop-down.
  4. Choose Open and continue through the installation by allowing the driver to make changes to your device. You will then see a message that the driver was installed successfully.
  5. Unplug Jade and reboot your machine for the changes to take effect.

Still stuck?

Please contact Swan Support. if connection issues persist after completing the above troubleshooting steps.

 

 

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