KeepKey not accepting PIN for sends

[jim618]

Communicated via reddit:

Hello Jim,
Not sure I can reach you this way, but in case you check it - I have an issue with KeepKey in Multibit HD.
Your software accepts pin code when I connect the device, but says pin is incorrect all the time when I try to make a payment, although I enter correct PIN.
On support chat with KeepKey several days now and they can't help me. Can't reproduce the issue as well. My device works fine with KeepKey chrome app (pin is accepted and can pay), and also as I said even within Multibit HD it accepts PIN, but only for initialization, not for payment. Very strange issue.
I use Win 7 / 64 - tested 0.3.0 version and also 0.2.0 version on this PC - same error. Also tested on a totally separate laptop with Win 10 / 64 - 0.3.0 - same error.
Any idea what could it be?
Thanks, Andrew

[jim618]

Hi Andrew, Thanks for your feedback. Can you specify which version of the KeepKey firmware you are running ? You can find this out by going into Tools | KeepKey and then 'Verify KeepKey'.

As you no doubt want access to your bitcoins then there are two ways you can do this now:

• Use the KeepKey chrome plugin wallet
• Do a restore to a soft wallet from your KeepKey wallet words. See the restore help. This would put your private keys on your desktop machine so is less secure than a hardware wallet.

[andrew-lawson]

Hi Jim,

The firmware I have on KeepKey is version=1.1.0 (Firmware update is the first think I did when received KeepKey, so unfortunately didn't test it on the device as they sent me). However, there were no issues during update, and also now the devices works just fine without any error messages.

I've been in contact with KeepKey support for several days, but the resolution from them was that it is highly probable issue on Multibit side. However, they tested the issue on the same installation file of Multibit, similar Windows system and same firmware, and were not able to reproduce this issue.

I've tested it on: 1 PC: Win 7/64, Multibit 0.3.0, and same OS 0.2.0 - same issue all the time 2nd PC: another laptop with Win10/64 - there I even have not installed KeepKey chrome app - just Multibit and that's all - same issue reproduced.

As KeepKey support were not able to reproduce it - I thought the issue could be with device itself, however it is strange that: a) PIN is accepted in Multibit when device is connected b) PIN works two times in chrome app of KeepKey for both connecting of device and making the payment.

So it falls permanently only on PIN entry in Multibit for payment initiation. Which is strange, as I thought both events (device connection and payment initiation) will trigger similar interface for PIN entry on KeepKey side and be processed in the same way.

Pls let me know if you need any further details.

PS I know I have other options to withdraw funds, I used Ledger wallet for this. But it is about convenience and also security (not exposing seed words), so of course it would be much better to use KeepKey for the full process.

[andrew-lawson]

After playing around more with it. I narrowed the issue to creating payments to addresses within same wallet (e.g. by requesting payment and then using same address for sending payment). So if I send to myself to some address from the same wallet - PIN is no accepted.

However, when I tried to send payment to external address - it worked just fine.

[gary-rowe]

Thanks for investigating this further and reporting back with your findings. I'll attempt to replicate this here.