Computer doesn't see 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 Devices page.


    To fix this issue:

    1. Make sure of the following:
      • Your SD card is in the device.
      • Your device is disconnected from the computer.
      • Your device has the latest software version.
      • You've removed any case or cover on your device to make sure the USB connector can connect to the device properly.
      • USB devices work with your computer.
      • You're using the USB cable that came with your device.
    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 five 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.