Here are the troubleshooting steps.
- For iOS devices
1. Make sure you’ve unlocked the device screen when you connect it to the computer, unless the functions you need to use is Screen Unlock or System Repair.
2. Tap Trust this computer on your iOS device when you connect the phone.
3. Try to connect the device with another lightning cable.
4. If nothing above worked, it can be device hardware issues.
In this case, we suggest you go to the Apple Store for further help.
- For Android devices
1. Make sure you’ve unlocked the device screen when you connect it to the computer, unless the functions you need to use is Screen Unlock or System Repair.
2. Make sure you’ve followed the instructions in the above FAQ to connect your Android device.
3. If it still fails to connect, try to download the latest driver for your phone on your computer. Here is the link for you to find the latest driver and how to install it.