Hello… My ticket ID is 26016. So far no respond from support team.
Problem:
Unable to install firmware to Trezor Safe 5 after factory reset.
I did factory reset because I was unable to access passphrase wallet after updating firmware to v2.8.6. This version was known to have issue (according to discussion in Reddit).
I have posted the detail in Reddit r/TREZOR
Now I can’t use the device at all. Please let me know how to recover the device…
This is a good firmware. I installed it also and made some ETH transactions and no problems have found, but now the Trezor Suite is block it using with messages:
“Your device may have been compromised. Do not send funds to it.”
“Firmware authenticity check failed. Your Trezor may be counterfeit.”
“You have downloaded an incomplete firmware version 2.8.6, released unintentionally. Tap here to open our chatbot and create a support ticket for assistance. Remember, never share your wallet backup with anyone under any circumstances.”
I rollback the firmware to stable 2.8.3 via Trezor Suite, I just drag’n’drop it and reflash with appeared instructions on Safe 5 screen. No problem at all if you have proper trezor-t3t1-2.8.3.bin firmware file. I don’t made any Factory reset.
I think that time I can’t find menu/button to update firmware. Maybe I missed it.
I found a comment in Github:
device.firmwareRelease` ~ available firmware to update to (it is whatever returns getInfo() method from trezor-rollout)
I’m not sure the meaning of it. I guess the Trezor suite doesn’t know latest firmware for my device. Anyone can help?
Thanks for the guide. At first, I was still struggling to find the way to go to device setting page.
I didn’t realize the hexagon icon on top-right corner has function 
.
Anyway, I installed custom firmware (the official v2.8.3). Unfortunately the error message is still shown after click the “install firmware” button (Error: device.firmwareRelease is not set)
I guess the bootloader is corrupted? is there a way to reinstall bootloader?
From setting page I’m still able to do factory reset succesfully.
this is definitely not a firmware problem. maybe try resetting Suite settings, or reinstalling
Tried:
None of them works. Same result.
Latest firmware version is not shown on “installing firmware” page (I can’t upload image, not sure why)
try again now please
