diff --git a/src/commands/getAddress.js b/src/commands/getAddress.js
index d4a73ae9..d2a24636 100644
--- a/src/commands/getAddress.js
+++ b/src/commands/getAddress.js
@@ -6,10 +6,7 @@ import { fromPromise } from 'rxjs/observable/fromPromise'
 import { withDevice } from 'helpers/deviceAccess'
 import getAddressForCurrency from 'helpers/getAddressForCurrency'
 
-import { createCustomErrorClass } from 'helpers/errors'
-
-const DeviceAppVerifyNotSupported = createCustomErrorClass('DeviceAppVerifyNotSupported')
-const UserRefusedAddress = createCustomErrorClass('UserRefusedAddress')
+import { DeviceAppVerifyNotSupported, UserRefusedAddress } from 'config/errors'
 
 type Input = {
   currencyId: string,
diff --git a/src/components/DeviceInteraction/components.js b/src/components/DeviceInteraction/components.js
index a81e425f..e133639a 100644
--- a/src/components/DeviceInteraction/components.js
+++ b/src/components/DeviceInteraction/components.js
@@ -2,8 +2,13 @@
 
 import React from 'react'
 import styled from 'styled-components'
+import { translate } from 'react-i18next'
+
+import type { T } from 'types/common'
 
 import { radii } from 'styles/theme'
+import { openURL } from 'helpers/linking'
+import { urls } from 'config/urls'
 
 import TranslatedError from 'components/TranslatedError'
 import Box from 'components/base/Box'
@@ -112,30 +117,41 @@ export const ErrorContainer = ({ isVisible }: { isVisible: boolean }) => (
   </ErrorContainerWrapper>
 )
 
-export const ErrorDescContainer = ({
-  error,
-  onRetry,
-  ...p
-}: {
-  error: Error,
-  onRetry: void => void,
-}) => (
-  <Box
-    horizontal
-    fontSize={3}
-    color="alertRed"
-    align="center"
-    cursor="text"
-    ff="Open Sans|SemiBold"
-    style={{ maxWidth: 500 }}
-    {...p}
-  >
-    <IconExclamationCircle size={16} />
-    <Box ml={2} mr={1} shrink grow style={{ maxWidth: 300 }}>
-      <TranslatedError error={error} />
-    </Box>
-    <FakeLink ml="auto" underline color="alertRed" onClick={onRetry}>
-      {'Retry'}
-    </FakeLink>
-  </Box>
+export const ErrorDescContainer = translate()(
+  ({ error, onRetry, t, ...p }: { error: Error, onRetry: void => void, t: T }) => {
+    const errorHelpURL = urls.errors[error.name] || null
+    const errorDesc = <TranslatedError error={error} field="description" />
+    return (
+      <Box
+        horizontal
+        fontSize={3}
+        color="alertRed"
+        align="flex-start"
+        cursor="text"
+        ff="Open Sans|SemiBold"
+        style={{ maxWidth: 500 }}
+        {...p}
+      >
+        <IconExclamationCircle size={16} />
+        <Box ml={2} mr={1} shrink grow style={{ maxWidth: 300 }}>
+          <TranslatedError error={error} />
+          {!!errorDesc && (
+            <Box ff="Open Sans|Regular" mt={1}>
+              {errorDesc}
+            </Box>
+          )}
+        </Box>
+        <Box ml="auto" horizontal flow={2}>
+          {!!errorHelpURL && (
+            <FakeLink underline color="alertRed" onClick={() => openURL(errorHelpURL)}>
+              {t('app:common.help')}
+            </FakeLink>
+          )}
+          <FakeLink underline color="alertRed" onClick={onRetry}>
+            {t('app:common.retry')}
+          </FakeLink>
+        </Box>
+      </Box>
+    )
+  },
 )
diff --git a/src/components/EnsureDeviceApp.js b/src/components/EnsureDeviceApp.js
index 6e1be5ac..26dc46a7 100644
--- a/src/components/EnsureDeviceApp.js
+++ b/src/components/EnsureDeviceApp.js
@@ -21,11 +21,9 @@ import IconUsb from 'icons/Usb'
 
 import type { Device } from 'types/common'
 
-import { createCustomErrorClass } from 'helpers/errors'
+import { WrongDeviceForAccount, CantOpenDevice } from 'config/errors'
 import { getCurrentDevice } from 'reducers/devices'
 
-export const WrongDeviceForAccount = createCustomErrorClass('WrongDeviceForAccount')
-
 const usbIcon = <IconUsb size={16} />
 const Bold = props => <Text ff="Open Sans|SemiBold" {...props} />
 
@@ -66,7 +64,8 @@ class EnsureDeviceApp extends Component<{
         shouldThrow: (err: Error) => {
           const isWrongApp = err instanceof BtcUnmatchedApp
           const isWrongDevice = err instanceof WrongDeviceForAccount
-          return isWrongApp || isWrongDevice
+          const isCantOpenDevice = err instanceof CantOpenDevice
+          return isWrongApp || isWrongDevice || isCantOpenDevice
         },
       },
     )
diff --git a/src/components/GenuineCheck.js b/src/components/GenuineCheck.js
index eb599bd9..b1012d4d 100644
--- a/src/components/GenuineCheck.js
+++ b/src/components/GenuineCheck.js
@@ -14,7 +14,7 @@ import type { DeviceInfo } from 'helpers/devices/getDeviceInfo'
 import { GENUINE_TIMEOUT, DEVICE_INFOS_TIMEOUT, GENUINE_CACHE_DELAY } from 'config/constants'
 
 import { getCurrentDevice } from 'reducers/devices'
-import { createCustomErrorClass } from 'helpers/errors'
+import { CantOpenDevice, DeviceNotGenuineError, DeviceGenuineSocketEarlyClose } from 'config/errors'
 
 import getDeviceInfo from 'commands/getDeviceInfo'
 import getIsGenuine from 'commands/getIsGenuine'
@@ -26,9 +26,6 @@ import IconUsb from 'icons/Usb'
 import IconHome from 'icons/Home'
 import IconCheck from 'icons/Check'
 
-const DeviceNotGenuineError = createCustomErrorClass('DeviceNotGenuine')
-const DeviceGenuineSocketEarlyClose = createCustomErrorClass('DeviceGenuineSocketEarlyClose')
-
 type Props = {
   t: T,
   onFail?: Error => void,
@@ -59,11 +56,18 @@ class GenuineCheck extends PureComponent<Props> {
     })
 
   checkDashboardInteractionHandler = ({ device }: { device: Device }) =>
-    createCancelablePolling(() =>
-      getDeviceInfo
-        .send({ devicePath: device.path })
-        .pipe(timeout(DEVICE_INFOS_TIMEOUT))
-        .toPromise(),
+    createCancelablePolling(
+      () =>
+        getDeviceInfo
+          .send({ devicePath: device.path })
+          .pipe(timeout(DEVICE_INFOS_TIMEOUT))
+          .toPromise(),
+      {
+        shouldThrow: (err: Error) => {
+          const isCantOpenDevice = err instanceof CantOpenDevice
+          return isCantOpenDevice
+        },
+      },
     )
 
   checkGenuineInteractionHandler = async ({
diff --git a/src/components/ManagerPage/ManagerGenuineCheck.js b/src/components/ManagerPage/ManagerGenuineCheck.js
index e83ab6cd..ef3fda6c 100644
--- a/src/components/ManagerPage/ManagerGenuineCheck.js
+++ b/src/components/ManagerPage/ManagerGenuineCheck.js
@@ -38,7 +38,7 @@ class ManagerGenuineCheck extends PureComponent<Props> {
           </Text>
         </Box>
         <Space of={40} />
-        <GenuineCheck shouldRenderRetry onSuccess={onSuccess} />
+        <GenuineCheck shouldRenderRetry onSuccess={onSuccess} style={{ width: 400 }} />
       </Box>
     )
   }
diff --git a/src/components/modals/Receive/steps/04-step-receive-funds.js b/src/components/modals/Receive/steps/04-step-receive-funds.js
index e506059c..1b090509 100644
--- a/src/components/modals/Receive/steps/04-step-receive-funds.js
+++ b/src/components/modals/Receive/steps/04-step-receive-funds.js
@@ -8,8 +8,7 @@ import getAddress from 'commands/getAddress'
 import { isSegwitAccount } from 'helpers/bip32'
 import Box from 'components/base/Box'
 import CurrentAddressForAccount from 'components/CurrentAddressForAccount'
-import { WrongDeviceForAccount } from 'components/EnsureDeviceApp'
-import { DisconnectedDevice } from 'config/errors'
+import { DisconnectedDevice, WrongDeviceForAccount } from 'config/errors'
 
 import type { StepProps } from '..'
 
diff --git a/src/config/errors.js b/src/config/errors.js
index 4d1e5989..73c5bde5 100644
--- a/src/config/errors.js
+++ b/src/config/errors.js
@@ -6,3 +6,9 @@ import { createCustomErrorClass } from 'helpers/errors'
 
 export const DisconnectedDevice = createCustomErrorClass('DisconnectedDevice')
 export const UserRefusedOnDevice = createCustomErrorClass('UserRefusedOnDevice') // TODO rename because it's just for transaction refusal
+export const CantOpenDevice = createCustomErrorClass('CantOpenDevice')
+export const DeviceAppVerifyNotSupported = createCustomErrorClass('DeviceAppVerifyNotSupported')
+export const UserRefusedAddress = createCustomErrorClass('UserRefusedAddress')
+export const WrongDeviceForAccount = createCustomErrorClass('WrongDeviceForAccount')
+export const DeviceNotGenuineError = createCustomErrorClass('DeviceNotGenuine')
+export const DeviceGenuineSocketEarlyClose = createCustomErrorClass('DeviceGenuineSocketEarlyClose')
diff --git a/src/config/urls.js b/src/config/urls.js
index 636f6474..1e78b33f 100644
--- a/src/config/urls.js
+++ b/src/config/urls.js
@@ -27,4 +27,9 @@ export const urls = {
   coinmama: 'http://go.coinmama.com/visit/?bta=51801&nci=5343',
   simplex: 'https://partners.simplex.com/?partner=ledger',
   paybis: 'https://paybis.idevaffiliate.com/idevaffiliate.php?id=4064',
+
+  // Errors
+  errors: {
+    CantOpenDevice: 'https://support.ledgerwallet.com/hc/en-us/articles/115005165269',
+  },
 }
diff --git a/src/helpers/deviceAccess.js b/src/helpers/deviceAccess.js
index 2b0a15ff..05d9ced3 100644
--- a/src/helpers/deviceAccess.js
+++ b/src/helpers/deviceAccess.js
@@ -3,8 +3,7 @@ import logger from 'logger'
 import throttle from 'lodash/throttle'
 import type Transport from '@ledgerhq/hw-transport'
 import TransportNodeHid from '@ledgerhq/hw-transport-node-hid'
-import { DisconnectedDevice } from 'config/errors'
-import { retry } from './promise'
+import { DisconnectedDevice, CantOpenDevice } from 'config/errors'
 
 // all open to device must use openDevice so we can prevent race conditions
 // and guarantee we do one device access at a time. It also will handle the .close()
@@ -13,6 +12,9 @@ import { retry } from './promise'
 type WithDevice = (devicePath: string) => <T>(job: (Transport<*>) => Promise<*>) => Promise<T>
 
 const mapError = e => {
+  if (e && e.message && e.message.indexOf('cannot open device with path') >= 0) {
+    throw new CantOpenDevice(e.message)
+  }
   if (e && e.message && e.message.indexOf('HID') >= 0) {
     throw new DisconnectedDevice(e.message)
   }
@@ -37,8 +39,7 @@ export const withDevice: WithDevice = devicePath => job => {
     busy = true
     refreshBusyUIState()
     try {
-      // FIXME: remove this retry
-      const t = await retry(() => TransportNodeHid.open(devicePath), { maxRetry: 1 })
+      const t = await TransportNodeHid.open(devicePath).catch(mapError)
       t.setDebugMode(logger.apdu)
       try {
         const res = await job(t).catch(mapError)
diff --git a/static/i18n/en/app.json b/static/i18n/en/app.json
index 836de549..a5164b1a 100644
--- a/static/i18n/en/app.json
+++ b/static/i18n/en/app.json
@@ -9,6 +9,7 @@
     "launch": "Launch",
     "continue": "Continue",
     "learnMore": "Learn more",
+    "help": "Help",
     "skipThisStep": "Skip this step",
     "needHelp": "Need help?",
     "areYouSure": "Are you sure?",
diff --git a/static/i18n/en/errors.json b/static/i18n/en/errors.json
index 53f7a6c2..b504a56d 100644
--- a/static/i18n/en/errors.json
+++ b/static/i18n/en/errors.json
@@ -153,5 +153,9 @@
   },
   "InvalidAddress": {
     "title": "This is not a valid {{currencyName}} address"
+  },
+  "CantOpenDevice": {
+    "title": "Oops, couldn’t connect to device",
+    "description": "Device detected but connection failed. Please retry and get help if the problem persists."
   }
 }
\ No newline at end of file
diff --git a/static/i18n/fr/errors.json b/static/i18n/fr/errors.json
index 53f7a6c2..b504a56d 100644
--- a/static/i18n/fr/errors.json
+++ b/static/i18n/fr/errors.json
@@ -153,5 +153,9 @@
   },
   "InvalidAddress": {
     "title": "This is not a valid {{currencyName}} address"
+  },
+  "CantOpenDevice": {
+    "title": "Oops, couldn’t connect to device",
+    "description": "Device detected but connection failed. Please retry and get help if the problem persists."
   }
 }
\ No newline at end of file