To avoid any interruption to functionality in your Cold Wallet workspace, your Cold Wallet iOS devices running the Fireblocks Cold Wallet app should remain charged at all times.

Sending Cold Wallet logs to Fireblocks Support

The Fireblocks Cold Wallet app for Owners and Signers is installed and configured on a device that remains offline at all times. Fireblocks provides the ability to send device logs to the support team that do not require connecting the device to any network. 

Send logs from the Fireblocks Cold Wallet mobile app to Fireblocks support by following these steps:

1. Select the gear icon  > Send Logs. The Fireblocks Cold Wallet mobile app generates a QR movie with the contents of the logs.
2. Open the Offline Signing Panel  in your Fireblocks Console.
3. Select More actions > troubleshooting.
4. Add an optional message, and select Send. Once your Fireblocks Console receives the logs, a Support ticket is created on your behalf.

To see the contents of the logs, select the gear icon >Send Logs, and then select Show logs.

Learn more about Fireblocks mobile app logs.

Cold Wallet device Bluetooth troubleshooting

In rare cases, the Fireblocks Cold Wallet app may present the following screen prompting you to switch off Bluetooth without an option to continue. This blocks the app from being used to sign messages. This article describes how to resolve this issue and regain access to the signing device.

Requirements

This process should be done by your organization’s security manager. The following software and hardware are required to complete this process:

• The offline signing device - This is the iOS device running the Fireblocks Cold Wallet app that is experiencing issues managing Bluetooth.
• The MacBook that was used to provision the offline signing device
• Apple Configurator installed on the provisioning MacBook
• A lightning cable
• The Fireblocks offline restrictions mobile configuration profile. This is the same profile used during the device setup.

Part 1: Unlocking the Cold Wallet device

1. Disable the provisioning MacBook’s wifi and Bluetooth. Disconnect any unrelated physical devices.
2. Connect the Cold Wallet iOS device to the MacBook using the lightning cable.
3. Open Apple Configurator on the MacBook.
4. Stop Single app mode on the iOS device:
   1. Make sure the iOS device is on and the screen is unlocked.
   2. Right-click the device icon in Configurator.
   3. Select Advanced > Stop Single-App mode.
5. Remove the Fireblocks offline restrictions profile:
   1. Right-click on the device icon
   2. Select Remove > Profile.
   3. Select Restrictions config and then select Remove Profiles.
      

      

Part 2: Disabling Bluetooth

1. Make sure to keep the device in Airplane mode at all times.
2. Open the offline iOS device Settings app.
3. Open Bluetooth settings, and select Disable.
4. Open Control Center to verify that Bluetooth and WIFI are completely disabled. Their icon should be crossed out as shown below.
   

Part 3: Verifying Fireblocks Cold Wallet access

1. Open the Fireblocks Cold Wallet app on the Cold Wallet iOS device.
2. The app should show the initial app screen. If the idle screen is not shown, please stop this process and contact Fireblocks Support.
   

   

Part 4: Restoring offline device lock

1. Make sure the provisioning MacBook’s wifi and Bluetooth are still disabled and any unrelated devices are still disconnected.
2. Connect the Cold Wallet iOS device to the MacBook using the lightning cable.
3. Open Apple Configurator on your MacBook.
4. Add the Fireblocks offline restrictions profile:
   1. Make sure the iOS device is on and the screen is unlocked for these steps.
   2. Right-click the mobile device icon, and select Add > Profiles.
   3. Find the FireblocksOfflineRestrictions.mobileconfig profile in the file browser, and then select Add.
5. Start Single-app mode:
   1. Make sure the iOS device screen is unlocked for these steps.
   2. Right-click on the device icon in Configurator.
   3. Select Advanced > Start Single-App mode.
   4. Select the Fireblocks Cold Wallet app, and then Select App.

Part 5: Test transaction signing (optional)

This step should be done by the Signer.

Create a nominal transaction from your Vault in your Fireblocks Cold Wallet workspace and sign it using this Cold Wallet iOS signing device. Confirm the Cold Wallet iOS signing device can both sign the transaction as expected and remains offline at all times.

Device maintenance

To avoid any interruption to signing capabilities in your Cold Wallet workspace, the Cold Wallet iOS device running the Fireblocks Cold Wallet app should remain charged at all times.