My computer doesn't see my connected Android device

    Troubleshoot problems with a computer recognizing your connected Android device.


    If you need help performing any step, check the how-to guides for your device on the Phones page.


    To fix this issue:

    1. Make sure of the following:
      • Your SD card is inserted in the device.
      • Your phone is disconnected from the computer.
      • Your phone is on the latest software version.
      • You're not using a phone case or cover. If you are, remove it to make sure the USB connector will connect to the phone.
      • USB devices work with your computer.
      • You're using the USB cable that came with your phone.
    2. Take a look at the USB port. If the USB port is damaged, contact us.
    3. Restart your computer.
    4. Turn off your device.
    5. Wait 5 seconds and turn on your device.
    6. Connect your device to the computer using the USB cable. The computer should download and install the appropriate drivers for the phone. If the computer does not automatically install the drivers, visit the device manufacturer's website for additional assistance.
    7. Retest the issue. Keep troubleshooting if you're still experiencing the problem.
    8. Reset your device.
    9. Retest the issue.
    10. If problems continue, you'll need to do additional testing at a T-Mobile store. Find the nearest T-Mobile store.