If MobileTrans – Phone Transfer is able to recognize your device, but load the data without success, follow the troubleshooting steps below.
1. Try to connect the device with another USB cable. It’d be better to use a genuine cable.
2. Restart your phone and MobileTrans.
3. If it still doesn’t work, please contact our support team by submitting a ticket and enclose the log file directives that we need to analyze why the issue happens.
- If it's a Windows PC version, you can follow the steps to get the log file.
Step 1: Open Mobiletrans, go to the Menu in the top right corner, and you will be able to see the log icon.
Step 2: Click on the log icon, and you will be guided to another window, go back to the last folder, and you will see the log folder.
Step 3: Right-click on the log folder, and select send to the compressed(zipped)folder.
- If it's Mac, you can follow the steps to get the log file.
Step 1: Click GO -> Go to Folder.
Step 2: Enter the corresponding path. Log Path：~/.config/Wondershare/MobileTransPro/Log.