Error Saving to Envoy unable to use Prime (SOLVED)

Passport Prime
1

Good Day,

Just received my Passport Prime and went through all the steps but It gets Stuck at the screen where I need to send the Backup to Envoy App.

The error is as follows:

Error Saving to Envoy

Passport was unable to successfully save to Envoy

Please try again or contact support if the issue persists.

then there is a blue button which tells me to retry.

Pressing this just gets me into a loop. Turning of Prime and restating it does the same procedure.

Is there a way to reset Prime and start fresh?

2

Hi @prime I’m sorry about this, we have not seen this exact error in the wild before but you can restart the setup fresh:

  1. Power down Passport Prime (hold power button and swipe to shutdown)
  2. Press power button to turn Passport Prime on –> but then rapidly press it 2 or 3 times before the Foundation logo appears.
  3. Tap “Recovery”
  4. Tap “Erase All Data + Settings”
  5. follow the instructions and Passport Prime will factory reset

On Envoy, make sure your Passport Prime does not appear in the devices menu. Also make sure it is not in your Bluetooth accessories on iOS or Android.

Please make sure you have a reliable internet connection (VPN?) and maybe check to see if you are using Tor in Envoy. We have seen some bugs recently related to Tor connectivity.

In the next KeyOS release, we will make it much easier to restart setup without needing to do this full factory reset. Thanks and please let me know how it goes.

3

Good Evening Zach,

Thank you for that information. Just found it on the FAQ.

This helped

4

Awesome, were you able to get all set up?

5

Yes all worked fine, Is there a way to create a 24 word seed?

6

No there is not. And we don’t think you need to.

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