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Get help if you can't transfer files between your device and computer.

Steps for all issues

  1. Make sure you're using the cable that came with your device. Some cables can charge your phone, but not connect to a computer.
  2. Unlock the device screen. Some device locks may require you to unlock the phone for security.
  3. Restart the device and your computer.
  4. Check that your device has the latest software update using our tutorials.
  5. Inspect the USB or charging port​​. If it's damaged, contact the manufacturer to ask about a repair.
  6. Make sure the plug goes all the way into the port. If your case comes close to the port, you may need to remove it.
  7. Try plugging the USB cable into different USB ports on the computer. Certain ports may not work.
  8. For Android devices, make sure Developer Options or USB debugging are turned off.
  9. Try another computer.
    • If it works, contact the computer manufacturer for help.
    • If it doesn't work on another computer, perform a master reset.


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