Computer cannot recognize or file transfer with USB device: Android

    Troubleshoot problems with:

    • Computer does not recognize device connection
    • Cannot transfer files through USB
    • 'USB not recognized'




    To resolve this issue, use the following steps:


    1. Disconnect the USB cable from the computer and the device.
    2. Inspect the USB port.
    3. If the device takes an SD card, check that it is inserted in the device.
    4. Check the device for software updates, and check the computer for OS (Windows or Mac) updates. Install any available.
    5. Restart the computer.
    6. Turn off the device, then turn it back on.
    7. Using the USB cable that came with your device, reconnect the computer and the device.
      • Check that the plug is inserted completely into the device. Remove phone cases that may be blocking the plug.
      • If possible, plug the cable into a USB port on the back of the computer.
    8. Check that the device shows charging within 1-2 minutes. If not, see: Cannot turn on or charge device.
    9. Touch the Notification bar, and pull it down to view the connection type. Touch Select to change USB connection type to change it to the desired connection.
      • Do not use a charging-only connection.
      • If you select USB tethering, you can share internet but not transfer files.
      • If you select Disk drive, Mass storage, Media device (MTP), Camera (PTP), etc, you can transfer files but not share internet.
    10. 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.
    11. If problems continue, try all of the following:
      • Use a different USB cable.
      • Use a different USB port on the back of the computer.
      • Use a different computer.
        Note: Some computers will only connect to USB drives if you are the Administrator of the computer, especially work computers.
    12. If problems continue after all the above, perform a master reset.
    13. If problems continue, testing is needed at a T-Mobile store. Find the nearest T-Mobile store.