Unusual issues with Trezor Suite

[Pmalek]

I took advantage of the recent Black Friday deal and bought myself a Trezor One hardware wallet. I am planning to use it for certain activities in the future, and I have transferred a part of my bitcoin portfolio to it.

But I have noticed something strange working with the Trezor Suite. It doesn't recognize each click of the mouse for some reason. For example, when I enter my PIN code into the software, I often have to click on the numbers 2 or 3 times before Trezor Suite accepts them.

It's the same thing when I browse around the settings or perform other actions in the software. Multiple clicks are often needed. Otherwise, nothing happens.

The hardware device itself works perfectly fine. I have been and still am a Ledger user for years and have never experienced the same glitches in Ledger Live. Therefore, I can rule out any issues with my laptop's hardware or software.

I see no point in uninstalling and reinstalling Trezor Suite because I have never used an older version of it. It's the first time I have installed it on this machine.

Has anyone encountered something similar, and how did you fix it? I will get in touch with Trezor support unless I find out what is wrong. Also, there are no problems with my mouse because it works correctly with other apps.

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[OmegaStarScream]

Have you tried the web version to see if the problem persists?

I found this and it looks a bit similar to what you're dealing with[1] (although I'm not sure if you had the same problem with other apps, when Trezor suits runs in the background).
 
[1] https://www.reddit.com/r/TREZOR/comments/sx4ebs/trezor_suite_messes_with_keyboard_input/

[Pmalek]

Have you tried the web version to see if the problem persists?

I am somewhat reluctant to try out the web version. For some reason it awakens the feeling of being less safe than the standalone app, although that shouldn't be the case.

I found this and it looks a bit similar to what you're dealing with[1] (although I'm not sure if you had the same problem with other apps, when Trezor suits runs in the background).

I didn't notice issues with other apps because I was working with Ledger Live at the time as well. I will pay more attention to it next time. It has already happened a few times. I might try a different mouse first. The person who created that reddit thread mentioned removing their USB mouse and that seemed to fix the issues. I will try using the Suite with the touchpad only to see what happens. 

[jackg]

Pin inputs are a lot less tedious when using the number pad over mouse clicks if you have one (you still need the device patterns for reference).


I don't think I've had this problem before myself but I also don't think I'd notice if I did. If you're worried about using your normal browser for accessing the trezor, you could get one just for that (chrome and Firefox both work with trezor and I assume Opera and chromium do too).

[Pmalek]

Pin inputs are a lot less tedious when using the number pad over mouse clicks if you have one (you still need the device patterns for reference).

Thanks for the tip. I actually didn't know you could enter it that way, but good to know that works as well.

I have found out that it is indeed an issue with my mouse. I can't really explain what is affecting it. When the mouse isn't connected to the laptop, the Trezor Suite accepts all entries immediately. When it is connected, I regularly have to double and triple click for something to happen. 

I don't think I've had this problem before myself but I also don't think I'd notice if I did.

I am sure you would have noticed it if it happened to you. It's incredibly irritating having to click multiple times before the software recognizes the clicks. And sometimes there is a lag. You click once, nothing happens, so you click the second time and the software then accepts both entries one after the other.

[m2017]

Pin inputs are a lot less tedious when using the number pad over mouse clicks if you have one (you still need the device patterns for reference).

Thanks for the tip. I actually didn't know you could enter it that way, but good to know that works as well.

I have found out that it is indeed an issue with my mouse. I can't really explain what is affecting it. When the mouse isn't connected to the laptop, the Trezor Suite accepts all entries immediately. When it is connected, I regularly have to double and triple click for something to happen. 

Since you have found the problem, then just fix it - replace it with a new mouse. It is possible that the mouse software conflicts with Trezor Suite, which caused these troubles with the need to double-click. Try using this app with other mouse models or use the touchpad when working with crypto currencies on Trezor Suite.

I don't think I've had this problem before myself but I also don't think I'd notice if I did.

I am sure you would have noticed it if it happened to you. It's incredibly irritating having to click multiple times before the software recognizes the clicks. And sometimes there is a lag. You click once, nothing happens, so you click the second time and the software then accepts both entries one after the other.

Of course, this is not very pleasant and it is better to fix this problem before money is lost due to this mistake. Here the question is not only comfort, but also the safety of your funds.

[Pmalek]

Of course, this is not very pleasant and it is better to fix this problem before money is lost due to this mistake. Here the question is not only comfort, but also the safety of your funds.

Bitcoins can't be lost that easily. You can't make a mistake and add an additional character to a bitcoin address because that would make it invalid. There is a checksum in the end. You also can't send the same coins twice because each UTXO needs to be verified, checked on the hardware wallet, and signed. Therefore, we can't have a situation where the software doesn't recognize my first click on the send button forcing me to click it again after which the transaction is made twice. Making a mistake with copying the wrong address is also out of the question because I check everything multiple times on the app and the hardware wallet.

The bug doesn't seem to affect entries made with the keyboard. So when I enter the transaction fees, they get accepted immediately. It's the same thing when unlocking my hidden wallets with passphrases. The problem is only with the mouse clicks.

[AverageGlabella]

Sounds like a problem with the bridge installation or the hardware is faulty. I would contact the support team and see what they say because this is not normal and is not bugged software update because other people would be experiencing the same problem and I would be afraid that in the future if you decide to change the pin code that you could make a mistake and lock yourself out. (hopefully you have your seed printed out to avoid this)

[Pmalek]

I would contact the support team and see what they say because this is not normal and is not bugged software update because other people would be experiencing the same problem...

I will definitely talk to the support but I am not that worried. Other people are already experiencing it when you think about it. Maybe not on such a wide scale, but it happens. If you take a look at the reddit thread that OmegaStarScream posted, you have two people there confirming the mouse was the culprit for the issues. There are surely others and probably cases that don't get made public.

...and I would be afraid that in the future if you decide to change the pin code that you could make a mistake and lock yourself out. (hopefully you have your seed printed out to avoid this)

The wallet's memory can always be wiped and reset to factory settings even if that happened. That would get rid of the PIN and I could enter a new one. I have multiple copies of my seed and passphrases scattered around. I thought I had an old mouse lying somewhere, but I must have thrown it into the trash. I can't test the software's behavior with a different mouse at the moment.

There is something else I just remembered about this particular mouse. One of my laptops won't start if it's connected to a USB plug during booting. The picture doesn't appear on the screen and the fans act up. When I unplug it, everything calms down and the laptop boots up after a few seconds. Interestingly, this only affects that particular computer. I have a few other devices I use for different task and the mouse doesn't affect them at all.   

[dkbit98]

But I have noticed something strange working with the Trezor Suite. It doesn't recognize each click of the mouse for some reason. For example, when I enter my PIN code into the software, I often have to click on the numbers 2 or 3 times before Trezor Suite accepts them.

This thing never happened to me so you either have mouse that is not working correctly or your wInd0ws OS drivers for this device went wild.
Not only it never happened to me but I never heard of anyone else (millions of customers) mentioning this issue, so you must be unique case.
Try testing with different mouse, or if you are using laptop you can try with external mouse.
If this is not the case than your OS is probably in crap condition that needs to be reinstalled and replaced

I have found out that it is indeed an issue with my mouse.

I bet it's miCroSofT certified mouse you are using 

[DireWolfM14]

@Pmalek, I don't recall having that issue on my system; Windows, wireless keyboard and mouse, but it's a desktop rig, not a laptop.  I have Trezor Suite installed on a laptop running Debian/Cinnamon, but haven't had any issues with a wireless usb mouse on that system, either.

I assume you've updated the Trezor to the latest firmware? Also, I'm curious if you have tried accessing your Trezor with Electrum, and does it have the same issue?

[joniboini]

If you take a look at the reddit thread that OmegaStarScream posted, you have two people there confirming the mouse was the culprit for the issues. There are surely others and probably cases that don't get made public.

Sounds like it affects many different kinds of mouses. On that thread, both wireless and wired mouse are mentioned (I assume it's from a different brand too). If this is true maybe the issue lies in the Trezor suite itself. I never see any complaints about it on my local board, so it is news for me too.

There is something else I just remembered about this particular mouse. One of my laptops won't start if it's connected to a USB plug during booting. The picture doesn't appear on the screen and the fans act up. When I unplug it, everything calms down and the laptop boots up after a few seconds. Interestingly, this only affects that particular computer. I have a few other devices I use for different task and the mouse doesn't affect them at all.   

My PC also has this kind of weirdness. Sometimes it won't boot up if I plug in a USB device on one of its USB slots, but after it boots up I can plug and play on that particular slot just fine. On rare occasions, it just decided to stop booting up unless disconnect my power first. Tried to see if anyone has the same issue on that motherboard but it seems that it only affects a minority of us. Hard to figure out what the issue is if it's hard to control the test environment, especially when it is never consistent. My gut feeling tells me that your mouse is probably fine, it's your laptop that is unique. CMIIW.

[Pmalek]

Try testing with different mouse, or if you are using laptop you can try with external mouse.
If this is not the case than your OS is probably in crap condition that needs to be reinstalled and replaced

It's a conflict between the mouse and the hardware on this particular laptop. All my OSs are genuine, licensed, and regularly updated.

I bet it's miCroSofT certified mouse you are using 

It's a bit more modern than that old-school edition. 

I assume you've updated the Trezor to the latest firmware? Also, I'm curious if you have tried accessing your Trezor with Electrum, and does it have the same issue?

I have not tried that and I didn't notice the issue on any other software. I am using the same mouse as we speak and there is no lagging or issues with the click routine.

If this is true maybe the issue lies in the Trezor suite itself.

If the mouse is disconnected and I use my laptop's touchpad, it works just fine. The Trezor Suite only acts up when the mouse is connected.

My PC also has this kind of weirdness... On rare occasions, it just decided to stop booting up unless disconnect my power first.

So, in your case, it happens occasionally and not every single time? On my end, one laptop will never boot with this mouse. The other laptops will.