I never heard any wallet company request your private key to process a replacement. I think that the user misunderstood something from the support, or the support is just extremely terrible at explaining things.
No genuine support agent of a respectable hardware wallet company would ask that. It is a misunderstanding. They want the defective device back, not the user's private keys. The user doesn't want to return the Trezor precisely for that reason. It has their PIN, private keys, and the seed in its memory. Perhaps the user is not aware of how to reset the device before sending it back, but even if they did, they might not want to do that for the safety of their coins. 
Topic: Trouble with Trezor model T (Read 238 times)
The funny thing about the article I read on Reddit is that the support isn't good enough and they make ridiculous requests:
I tried to search for that proof of destruction thing mentioned by one of the users but I could not find one from Trezor. The only reason I can think of is what has been mentioned privacy above. You should be able to return the device securely after resetting it though. I never heard any wallet company request your private key to process a replacement. I think that the user misunderstood something from the support, or the support is just extremely terrible at explaining things. If that was not the case, then damn, you'll probably feel safer buying a new wallet instead. I also have a model T, and there are problems with incorrect PIN entry, especially when I have not used the device for a long time. What is the reason, I have not yet found out
If it is similar to what OP or others on the threads mentioned above, one of the likely reasons is a faulty screen. I doubt you can get a replacement for free in this case since it sounds like you bought the device long ago. CMIIW. 
I also logged into https://trezor.io/support and tried to contact support, but there is only an option to have a chat with a bot. I could not properly explain my problem to the bot, so I tried to send an email, but I did not find this option on the site.
You can send your request by mail: [email protected] or [email protected].I also have a model T, and there are problems with incorrect PIN entry, especially when I have not used the device for a long time. What is the reason, I have not yet found out
What firmware are you using?
I do not have my T nearby to check it, but last time I used the device it was running latest firmware. I had the same issue with previous updates too.So far, support has not responded to my message, perhaps they no longer support this model.
Doubt it. It is still the latest existing model from Trezor. Unless they lost interest in their company and products, I can not imagine why they would stop supporting Model T.The funny thing about the article I read on Reddit is that the support isn't good enough and they make ridiculous requests:
That is so ridiculous. Sounds like they are afraid we are scamming them by requesting a new device so they make these requests out of fear. I can not think of another logical reason.-
Regards,
PrivacyG
Have you read these threads from Reddit yet?
- https://www.reddit.com/r/TREZOR/comments/c9kh7x/the_touch_screen_of_my_trezor_t_is_not_working/
- https://www.reddit.com/r/TREZOR/comments/m1q208/trezor_model_t_touch_screen_issues/
Unfortunately, I haven't read it before, it seems that the problem is really old, this model is very bad and it seems that there is a manufacturing defect.- https://www.reddit.com/r/TREZOR/comments/c9kh7x/the_touch_screen_of_my_trezor_t_is_not_working/
- https://www.reddit.com/r/TREZOR/comments/m1q208/trezor_model_t_touch_screen_issues/
So far, support has not responded to my message, perhaps they no longer support this model.
The funny thing about the article I read on Reddit is that the support isn't good enough and they make ridiculous requests:
I was using Universal 2.3.4 and recently I upgraded to Universal 2.5.3, so far the wallet is working fine but I need to try it several times at different times to make sure the problem is fixed.
Have you read these threads from Reddit yet?- https://www.reddit.com/r/TREZOR/comments/c9kh7x/the_touch_screen_of_my_trezor_t_is_not_working/
- https://www.reddit.com/r/TREZOR/comments/m1q208/trezor_model_t_touch_screen_issues/
I've found at least three more threads talking about more or less the same thing. This sounds like an old issue that persists after firmware updates on some devices. While the context surrounding each case is different, imo hardware is likely the cause of this. Asking for a replacement is probably your best bet to get it fixed, unfortunately, you'll have to contact support and probably wait some time. CMIIW.
It only seems to act up when entering the PIN though. Maybe it is the firmware. I never have this issue when having to hold to confirm a transaction. Nor if I want to lock the screen by tapping and holding for a few seconds.
What firmware are you using?I was using Universal 2.3.4 and recently I upgraded to Universal 2.5.3, so far the wallet is working fine but I need to try it several times at different times to make sure the problem is fixed.
I also logged into https://trezor.io/support and tried to contact support, but there is only an option to have a chat with a bot. I could not properly explain my problem to the bot, so I tried to send an email, but I did not find this option on the site.
Eventually I sent them a message via Twitter and have not received any response from them yet.
I have been having the same issue for many months now. Close to an year probably. But I always thought it was just my firmware at fault since I always have bad luck with electronic equipment.
Tried multiple cables. Tried to clean the dust off my Trezor because I first thought that was the issue. Got to mention my Trezor always sits in a box with a few sacks of silica gel at temperature room so conditions it was kept in are definitely not a cause of this trouble.
It only seems to act up when entering the PIN though. Maybe it is the firmware. I never have this issue when having to hold to confirm a transaction. Nor if I want to lock the screen by tapping and holding for a few seconds.
-
Regards,
PrivacyG
Tried multiple cables. Tried to clean the dust off my Trezor because I first thought that was the issue. Got to mention my Trezor always sits in a box with a few sacks of silica gel at temperature room so conditions it was kept in are definitely not a cause of this trouble.
It only seems to act up when entering the PIN though. Maybe it is the firmware. I never have this issue when having to hold to confirm a transaction. Nor if I want to lock the screen by tapping and holding for a few seconds.
-
Regards,
PrivacyG
Do you live in a region where there is generally a lot of humidity or is there another reason for it? How does that humidity affect other electronic devices and gadgets in your home and surroundings? Have you ever experienced similar issues with your phone's touchscreen, for example? What about metal objects, do they corrode a lot/faster than normal.
Maybe there is a different (slightly humid) place where you could keep your Trezor T. You mentioned there was a cloud on the screen even if it is kept in a box. Where do you keep the box? Is it lying on an open surface somewhere like a table or a cabinet. Some things I could think of are dehumidifiers, storing the device in hermetic boxes and airtight containers.
Maybe there is a different (slightly humid) place where you could keep your Trezor T. You mentioned there was a cloud on the screen even if it is kept in a box. Where do you keep the box? Is it lying on an open surface somewhere like a table or a cabinet. Some things I could think of are dehumidifiers, storing the device in hermetic boxes and airtight containers.
The area in which I live, the humidity is rather high during this period of the year, we are close to the Mediterranean Sea and at this time (December) our winter season begins and the humidity is about 83% while it decreases during other seasons to less than 50%.
I keep my wallet in its own box and put it in my own drawer however when I opened it there was a clouds on it, the box is closed but not airtight (humidity can easily seep in).
As for the rest of the electronic devices, they are not greatly affected by humidity. For example, I have a Samsung J4+ mobile that works normally without being affected by humidity.
Now while I am writing, I took the wallet out of the box and found some clouds on it, I tried wallet without cleaning or drying it, it gave all the numbers correct without error.
I'm honestly confused, I thought it was the humidity but now I'm 90% sure it's not the cause.
The best way is to contact support, explain the problem to them, and wait for an answer.
Returning to talking about humidity, today I took the wallet out of the box and noticed that there was a cloud on the touch screen, I dried it well and then pressed the numbers to test, the results were good.
I repeated the experiment more than once to make sure using the same finger(index finger), the result was good.
I need to test it multiple times at different times to ensure that humidity is the essential cause of the problem.
Do you live in a region where there is generally a lot of humidity or is there another reason for it? How does that humidity affect other electronic devices and gadgets in your home and surroundings? Have you ever experienced similar issues with your phone's touchscreen, for example? What about metal objects, do they corrode a lot/faster than normal. I repeated the experiment more than once to make sure using the same finger(index finger), the result was good.
I need to test it multiple times at different times to ensure that humidity is the essential cause of the problem.
Maybe there is a different (slightly humid) place where you could keep your Trezor T. You mentioned there was a cloud on the screen even if it is kept in a box. Where do you keep the box? Is it lying on an open surface somewhere like a table or a cabinet. Some things I could think of are dehumidifiers, storing the device in hermetic boxes and airtight containers.
The way I see it is that you have nothing to lose. Contact them anyway, explain what is happening, and see what they say about it. Make a short video of the problem you have the next time you notice it and attach and send it to the support together with the inquiry. Ledger has been known to replace devices even after the warranty has expired. Maybe Trezor will do it as well. You won't know unless you ask.
Yes that's right, I'll try to make a short video and send it to support, at least if we don't get the wallet replacement maybe support can figure out why this problem is happening. good idea.If your index finger is too big for the PIN entry and you think that might be the reason for the wrong entries, try with one of your smaller fingers, like the pinky.
I tried that but got almost the same result, there was some improvement but errors kept happening sometimes.Returning to talking about humidity, today I took the wallet out of the box and noticed that there was a cloud on the touch screen, I dried it well and then pressed the numbers to test, the results were good.
I repeated the experiment more than once to make sure using the same finger(index finger), the result was good.
I need to test it multiple times at different times to ensure that humidity is the essential cause of the problem.
Unfortunately, the warranty period may have expired a long time ago, so there is no way to exchange it for another one anymore.
The way I see it is that you have nothing to lose. Contact them anyway, explain what is happening, and see what they say about it. Make a short video of the problem you have the next time you notice it and attach and send it to the support together with the inquiry. Ledger has been known to replace devices even after the warranty has expired. Maybe Trezor will do it as well. You won't know unless you ask.If your index finger is too big for the PIN entry and you think that might be the reason for the wrong entries, try with one of your smaller fingers, like the pinky.
I am not sure if it makes sense for so small screen, but developers could implement kind of 'calibration' function, like it was in the past in some smartphones with touch screens. Some people put their finger with a different angle etc. and pressed point could be different than expected (or you think that you press at given place while in fact you touch screen few pixels left/right) - that could cause you press wrong number.
And small screen may cause the calibration difficult, but on the other hand small screen makes pin number very small, so it easier to press the wrong number.
I think that such a small screen should not have been touch-sensitive and could have been limited to standard physical buttons. In general, it seems to me that a color and touch screen was used in this device to show that this HW is a premium level and is the flagship of the Trezor. But this only increased the cost of the device, which repels potential buyers and creates problems for those who have already bought, like OP. Why was it impossible to create a device that would be transitional between model One and model T, which would be a simplified version of model T (physical buttons and not a touch screen), but with the functionality of an older model and would have an affordable price. The question is rhetorical. And small screen may cause the calibration difficult, but on the other hand small screen makes pin number very small, so it easier to press the wrong number.
I am not sure if it makes sense for so small screen, but developers could implement kind of 'calibration' function, like it was in the past in some smartphones with touch screens. Some people put their finger with a different angle etc. and pressed point could be different than expected (or you think that you press at given place while in fact you touch screen few pixels left/right) - that could cause you press wrong number.
And small screen may cause the calibration difficult, but on the other hand small screen makes pin number very small, so it easier to press the wrong number.
And small screen may cause the calibration difficult, but on the other hand small screen makes pin number very small, so it easier to press the wrong number.
I have a Trezor wallet model T . Sometimes I suffer from a problem with pressing the PIN numbers. When I want to connect the wallet to the site, it asks me to enter the PIN on the hard wallet. I press the number, but it does not respond sometimes, or another number is pressed instead, and thus I get an error. This problem occurs sometimes but not always.
I thought of the following possibilities:
1 - The problem is with the touch screen of the wallet.
2 - Because of the large size of the finger that I use to press the numbers (as you know, the Trezor screen is rather small).
3 - There is a problem with the firmware.
4 - A connection problem between the hard wallet and the laptop.
Note: This problem occurs only some times and not always, most of the time I press the correct keys without problems but other times there is no response or the wrong number is pressed.
So what could be the cause of the problem?
Also, is there a tool to press numbers similar to the stick that was used for touch screens in some types of mobiles?
I thought of the following possibilities:
1 - The problem is with the touch screen of the wallet.
2 - Because of the large size of the finger that I use to press the numbers (as you know, the Trezor screen is rather small).
3 - There is a problem with the firmware.
4 - A connection problem between the hard wallet and the laptop.
Note: This problem occurs only some times and not always, most of the time I press the correct keys without problems but other times there is no response or the wrong number is pressed.
So what could be the cause of the problem?
Also, is there a tool to press numbers similar to the stick that was used for touch screens in some types of mobiles?
I have the same issue, but I'm certain it's due to the combination of my fat fingers and the small screen. I've used a stylus in the past and couldn't replicate the issue when doing so. It is important to make sure the screen is clean, no dust or smudges. I've since learned how to enter the pin very carefully with my index finger, and usually I'm able to unlock the Trezor T on the first try.
I have a Trezor wallet model T . Sometimes I suffer from a problem with pressing the PIN numbers. When I want to connect the wallet to the site, it asks me to enter the PIN on the hard wallet. I press the number, but it does not respond sometimes, or another number is pressed instead, and thus I get an error. This problem occurs sometimes but not always.
I never liked Trezor model T and I would never buy it with current price they are asking for this device, but I didn't hear many people complaining about this issue.Since warrant expired you can only try replacing screen, but is not easy task if you don't have experience with soldering job.
It's best to contact Trezor support directly and ask them about issues you are facing.
So what could be the cause of the problem?
Also, is there a tool to press numbers similar to the stick that was used for touch screens in some types of mobiles?
There is a pen that works on laptops and similar devices but I am not sure it will be compatible with Trezor. Also, is there a tool to press numbers similar to the stick that was used for touch screens in some types of mobiles?
If it's still under warranty period, I'd just return it to get a replacement.
Even if the issue isn't occurring most of the time, that can still cause issues in the long run; not to mention the hassle of mistyping your pin.
Unfortunately, the warranty period may have expired a long time ago, so there is no way to exchange it for another one anymore.Even if the issue isn't occurring most of the time, that can still cause issues in the long run; not to mention the hassle of mistyping your pin.
I don't use the wallet much so I often forget about this problem, plus the problem doesn't always happen.
It's fairly likely the issue will still persist once you get a stylus if it is caused by dust, debris or humidity. I think they're designed to be detected better than a finger but there's probably a limit on that you'll still end up hitting. But it might depend on what sort of screen it is.
This is what I thought about the stylus. I have to check first that the problem is not humidity, and then I think about buying the stylus. But if the problem is from humidity, I will not benefit from buying a stylus. 
If it's still under warranty period, I'd just return it to get a replacement.
Even if the issue isn't occurring most of the time, that can still cause issues in the long run; not to mention the hassle of mistyping your pin.
Even if the issue isn't occurring most of the time, that can still cause issues in the long run; not to mention the hassle of mistyping your pin.
I'd agree with this if it's still under warrenty. It might just become annoying after a while and could get worse too.
You mentioned another issue that could be another possible cause: "humidity".
Yes, the Model T is similar to the old touch screens, so humidity may be the reason, because there is some humidity on the screen sometimes.
But if humidity is the reason, in this case the Stylus will not work either when there is humidity on the touch screen!! Isn't it?
It's fairly likely the issue will still persist once you get a stylus if it is caused by dust, debris or humidity. I think they're designed to be detected better than a finger but there's probably a limit on that you'll still end up hitting. But it might depend on what sort of screen it is.
Note: This problem occurs only some times and not always, most of the time I press the correct keys without problems but other times there is no response or the wrong number is pressed.
If it's still under warranty period, I'd just return it to get a replacement.Even if the issue isn't occurring most of the time, that can still cause issues in the long run; not to mention the hassle of mistyping your pin.
There's a stylus linked from here for $9 (I included the forum link just in case there's any additional tips): https://forum.trezor.io/t/stylus-pen-for-trezor-model-t/1129
Thanks for the help, yes this Stylus Pen looks like a good solution, but I've seen there are more than one type and I may need to review my Trezor touchscreen specifications in order to determine the type of stylus I need.
Another issue you haven't considered might be something on the screen or another thing touching it. If I use my phone when it's raining sometimes random buttons get pressed, I don't know how the Model T works but if it's like the old (either cheaper or more robust) touchscreens that can only take in one input at a time then it might put the touch at the midpoint of the two presses instead of where you actually pressed.
You mentioned another issue that could be another possible cause: "humidity".
Yes, the Model T is similar to the old touch screens, so humidity may be the reason, because there is some humidity on the screen sometimes.
But if humidity is the reason, in this case the Stylus will not work either when there is humidity on the touch screen!! Isn't it?
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