Can't transfer files or connect USB to computer

If your computer doesn't recognize your phone, follow these steps.

Step 1: Check your USB connection

  1. Set the USB connection to File transfer or PTP.

    The USB connection defaults to Charging this device via USB. You must change this setting in order to transfer files.

  2. Try a different USB cable.

    Many third-party USB cables can only charge and don't have the internal wiring to transfer data. Use the original cable that came with your phone or buy a USB data cable.

Step 2: Check both physical ports

  • Computer’s port: Connect a different device (like a mouse or a thumb drive) to confirm it works.
  • Phone’s port: Connect your phone to a different computer to confirm it works.

If your phone detects moisture, it will disable the USB port for safety. In this case, unplug the phone immediately. Gently shake it, with the USB port facing down, to remove excess liquid. Let it air dry completely before trying again.

Step 3: Check your computer

Windows PC

  1. On your PC, check that Settings > Advanced system settings > Hardware tab > Device installation settings is set to automatically detect and install drivers for new devices.
  2. Restart your PC.

Mac computer

  1. Check that your computer is running Mac OS X 10.5 or later.
  2. Restart your computer.

Step 4: Check your phone

  1. Check if a software update is available for your phone.

  2. Turn your phone off and then on again.

    Press & hold the Power + Volume up buttons simultaneously, then tap Restart.