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What to do if the device fails to connect with the product?

Last Revised: 2017-12-08 17:33:11
Please follow the steps below to get your device recongnized.

For Android device:(Samsung,HTC, LG,etc.)

1. Please make sure you are using the latest version of MobileTrans. To check the version number, click the menu icon on top right corner of the software and choose Check for updates to confirm this.


Click here to download the latest version

2. Please unplug and re-connect your deevices again. If it still fails, try another USB port. Also, please connect your phone to a USB port that maintains charge to avoid losing power during the operation.

3. Enable USB Debugging mode on your device.

For Android OS 2.0~2.3:



For Android OS 3.0~4.1


For Android OS 4.2 and 4.3


For Android OS 4.4 and above

1) Connect your device to your computer via USB cable and drag down the drop-down menu.


2) Tap the Connected for Charging option and then select the Media device (MTP) or Camera (PTP) / Send images (PTP) option.


Please notice
For LG devices, they can be connected under Camera (PTP) / Send images (PTP) mode ONLY.


4. Please check the FAQ below to reinstall the driver.
http://developer.android.com/sdk/oem-usb.html

Before the re-installation, please right click My Computer>Manager to remove the old driver.


5. If connection fails at 30%, please make sure there is more then 100 MB free space on your device. As the software will install the MobileGo app on your device during the connection process.

For iOS device:

1. Please install the latest version of iTunes on your computer, you can download the latest version of iTunes here: http://www.apple.com/itunes/download/

2. Please make sure you have trusted your computer when connecting.


3. You can also click Retry the connection for twice to see if the device will be connected successfully.


4. Please unplug and connect your phones again. If it still fails, try another USB hub.

If none of the above works, please click the I need direct assistance button to get instant help.

Related FAQ
How to fix the not enough space issue for android devices.
What to do if the device fails to connect with the product?
What are the next steps after receiving the message, “To transfer data successfully, please uncheck the Encrypt iPhone backup option in iTunes”?
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