Hi team,
received my device today, having some issues.
Can’t connect to envoy, Bluetooth keeps failing. Tried removing the Bluetooth device from iphone and restarting prime, still no success.
Also, the device already seems to have burn-in on the screen of a QR code.
Hey sorry to hear about this.
Bluetooth - Can you confirm which Envoy version your phone is running? Does it continue to fail at the same step during onboarding, if so, when is that? What error are you seeing when the ‘bluetooth keeps failing’?
Burn in - We’ve seen this once before and it disappears on its own after a few hours of use. If this does not happen, please do let us know and we’ll look at an alternative solution.
After scanning the QR code on prime it recognizes it and prompts me to start setup, then you get the quantumlink and it fails there, prompting me to to dismiss or retry.
Hopefully the burn in clears on its own, will revisit if it doesn’t thank you
I can also state I’ve been having Bluetooth instability. It looks like on envoy I am going in and out of active status. Holding closer didn’t seem to matter.
Thanks for the info. Still need your Envoy version too?
Were you able to complete onboarding, or are you entirely stuck?
Is this affecting any usability, or are you simply sat watching the connectivity status on the Envoy devices page?
new Prime arrived . Trying to establish QuantumLink Connection but am not able to.
Downloaded Envoy on Andrroid .
Run Envoy , Setup Up a Passport Device
Prime is on scan to continue screen with the animated QR code
On Envoy I select Setup and the camera comes on
Scanning the animated QR code is not working
Tried different lighting conditions , distances but no avail. I knwo teh qr animated code is working ok. If i use my phone camera outside envoy i can see the that it picks up QR with links : UR:ENVELOPE/XXX where xxx changes everytime the qr code changes .
Something wrong with ENVOY ?
Which Envoy version are you running @x_V ? And what phone make/model and operating system version?
Envoy Version Latest Downloaded from Play (2.2.12) , Phone S22 Samsung (SM-S901E) , Android Version (android 16 Sec patch level 5th Feb 2026)
I think there might be a stale device connection in your phone’s bluetooth accessories, driven by a failed onboarding in the past. Best to completely remove it, then restart Prime and begin everything from scratch.
On the phone:
On Prime:
Power off Passport Prime by pressing and holding the power button until the device shuts down.
Power the device back on with a single tap of the power button.
When you see the loading screen (shown below), quickly double tap the power button to enter the boot menu.
Step 2 - Erase all data and settings
From the boot menu, tap Recovery.
On the Recovery screen, tap Erase All Data + Settings. This will permanently erase all data and return Passport Prime to a factory state.
Crazy , i did all the above and still same issue , i establish connection , envy camera ON, try to scan the animated QR code no luck .
Tried all different combinations of light distance closed all lights in the room to avoid reflections etc.
Nothing.
Then I tap the Light icon on the top right corner of the PRIME , changed the theme to White (Dark came by default) once this was done phone/Envoy read the QR animated code on the first try !
SOLVED
Interesting! I have never seen this before, nor am I able to replicate it, but I am glad you were able to get past it. Thanks for letting us know!
It appears to somewhat affect usability. I had to close and restart envoy a few times to get the bitcoin price to sync correctly, so id say its probably a broader issue.
Could you send through your Envoy and KeyOS logs to hello@foundation.xyz please? Would love to have the engineers take a look. Please reference this forum thread when doing so.
I am on the latest envoy version, checked app store again. Tried all these steps, nothing. It almost prompts failed immediately, it recognizes it as a prime on the first scan but fails at the bluetooth connection
Edit: to avoid confusion, it goes as far as succesful pairing on envoy, but then fails on quantumlink, on the prime itself it does nothing but show the QR code, so basically as it came out of the box.
On it!
Hey @Panicseller! So the steps @qna mentioned above were for @x_V ‘s Samsung. You are on an iphone if I’m not mistaken right? That pop up usually shows when your phone has already paired the device, but prime has “forgotten” about this and trie to pair again, to which your phone replies “sorry i already have you”.
So a couple of things I’d like you to check:
Would be very helpful as well to have a feature on envoy to send the logs to you guys by pulling the file and launching an email client on the device. Could make diagnosing/fixing bugs easier for less technical folks just getting started.
The share sheet does this already, but we could make it easier with a single tap that sends it direct to us from the app.
Hi Team, I scan the passport prime qr code with my phone, opens the app, proceed to the quantum link screen, press “connect with QuantumLink” then app crashes and closes. I tried deleting app and reinstalling app still not working. If I turn off bluetooth then press “connect with QuantumLink” nothing happens, no crash, no next screen. Once I turn on BT then it will crash when I press “connect with QuantumLink”. Any ideas? Phone is a few years old, motorola one 5g ace running android 11. I use my phone everyday all day long and I’ve never had this happen on any app.
I just tried again, I noticed my prime will quickly show a moving qr screen but as soon as I re-open envoy after it crashes the moving qr screen that says scan to connect to quantum link reverts back instantly to the onboarding initial qr screen.
