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Article ID: 2749484 - Last Review: April 29, 2014 - Revision: 7.0

Summary

When connecting your Windows Phone 8 to your computer, one of the following happens:

  • Your computer doesn't detect your phone.
  • The sync software doesn't open when your phone is connected to your computer.
  • You may get an error related to the connection.

Things to Try

Try the following solutions in order: 
  1. Check your USB Connection
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    • Make sure that you're using the USB data sync cable that was included with your phone. Don't use a USB hub or the ports that are located on the front of your computer. USB ports on the front of a computer tend to be lower power.  
    • Check to see that your phone shows up in Device Manager. To do this:
      1. For Windows 8 users: From the Start screen, type "Device Manager," tap or click Settings, and then tap or click Device Manager.
        For Windows 7, Vista, or XP users: Click Start, right-click Computer, and then click Properties.
      2. A window will appear with the name of your computer and a list of files. (If you don't see the files, tap or click the name of your computer.) The name of your Windows Phone 8 should be listed under Portable Devices.

      If your computer's Device Manager does not detect that your phone is connected, more than likely it's because there's no physical connection between the USB port on the phone and the USB port on the computer. Possible causes include:
      • You are not using a good USB data sync cable, like the one that came with your phone. Some phones are also supplied with optional “charging” cables that cannot be used to establish a data connection with your PC. Try another cable, if possible. 
      • There is dust or debris in the USB port on the phone. Try using a can of compressed air to clear the USB port on the phone to ensure a good connection. 
      • The USB port you are using on the computer is bad. Try connecting to a different USB port. (You might also try connecting your phone to a different computer. This will validate whether the problem is with the USB connection on your computer.)

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  2. Restart your computer and phone
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    To restart your phone, press and hold the Power button until you see Slide down to power off, then flick down. After it’s off, plug into a USB port to turn it back on.

    1. If this restart sequence doesn’t work for your phone, try one of the following options:
      • Press and hold the Power button and "slide down" when prompted. After it’s off, press the Power button to turn on your phone again.
      • If your phone has a replaceable battery, remove and then reinsert the battery located under your phone’s back panel. Then, press the Power button to turn on your phone again.
    2. As soon as your Windows Phone 8 has restarted, follow the manufacturer's recommended steps to restart your computer.


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  3. Make sure your phone has the most recent software update
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    1. Swipe left to the App list.
    2. Tap Settings and then tap Phone update.
    3. Tap Check for updates.
    If an update is available, your phone will indicate that you should install the update.

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  4. Update your Windows Phone 8 driver
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    If Windows Device Manager indicates a device problem, or if the driver version of Windows Phone 8 that's installed isn't the current version, update the driver. To do this, follow these steps: 

    1. Connect your Windows Phone to your computer by using the USB cable that was included with your phone.
    2. Windows 8 users: From the Start screen, type "Device Manager," tap or click Settings, and then tap or click Device Manager.
      Windows 7, Vista, and XP users: Click Start, right-click Computer, and then click Properties.
    3. A window will appear with the name of your computer and a list of files. (If you don't see the files, click the name of your computer.) The name of your Windows Phone 8 should be listed under Portable Devices. If Windows Phone was incorrectly installed, it may be listed with a yellow exclamation mark. Or, it may be listed under Other Devices as a USB device or an unknown device.
    4. Double-tap or double-click Windows Phone (under Portable Devices) or the unknown device to open the Properties window.
    5. On the Driver tab, tap or click Uninstall.
    6. In the Confirm Device Uninstall box, select Delete the driver software for this device and then tap or click OK.
    7. Return to the Device Manager window. Tap or click the Action menu, and then tap or click Scan for hardware changes.
    8. Open Portable Devices, double-tap or double-click the name of your Windows Phone, and then click the Driver tab.
      Note If you don't see your phone's name, tap or click the unknown device that is listed under Other Devices, and then tap or click the Driver tab.
    9. Tap or click Update Driver.
    10. Tap or click Browse my computer for driver software.
    11. Tap or click Browse, locate the C:\Windows\Inf\ folder on your computer, and then click OK.
    12. Click Next and if you're prompted, click Install. You may only be given a Close option.
    13. After the driver installation is complete, close the open windows until you exit Device Manager. Restart your computer if you're prompted.

    To manually download and install the Windows Phone driver:

    1. Go to the Microsoft Update Catalog (http://catalog.update.microsoft.com) page.
    2. Search for "windows phone winusb." You should find "Windows Phone - Other hardware - WinUsb Device." 
    3. Tap or click Add in the right-most column.
    4. Tap or click View basket (just below the search box).
    5. On the Updates in your basket screen, tap or click the Download button. Tap or click the Browse button and select a convenient location to save the file, such as your Desktop or the Downloads folder. Tap or click Continue, and then tap or click Close when the file has downloaded. 
    6. Browse to the file you downloaded (which may be contained in a folder called "Windows Phone - Other hardware - WinUsb Device") and then double-tap or double-click it. 
    7. Double-tap or double-click the file winusbcompat.cat. Select a location (such as the Desktop) to extract the file.
    8. Repeat the steps under Update your Windows Phone 8 driver above, but when you reach step K, browse to the file you just saved instead of the C:\Windows\Inf\ folder.  

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  5. Uninstall or reinstall the current synchronization client
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    The sync client can be downloaded from the Get the Sync apps (http://www.windowsphone.com/en-us/how-to/wp8/get-the-sync-apps) page.
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    Windows Phone app for desktopWindows Phone app for
    Windows 8
    Windows Phone app for Mac
    Sync music, photos, and more between your Windows Phone 8 and your PC. Or, copy your iTunes collection to your phone. Works with Windows 7 and Windows 8.Download this app from the Windows Store to move stuff between your Windows Phone 8 and a Windows 8 PC or tablet. Works with Windows 8 and Windows RT.Download it from the Mac App Store to sync stuff between your Windows Phone 8 and your Mac. You can also use the app to copy your iTunes music to your phone.
    Version 1.1.2726.0 or higherVersion 1.30.1527.3 or higherVersion 3.1.1 or higher


    To uninstall and reinstall the Windows Phone app for desktop (Windows 8.1, Windows RT, or Windows 7):
    1. Open the Control Panel:
      Windows 8 and Windows RT users: From the Start screen, typeControl Panel and then select it.
      Windows 7 users: Click the Start button and then click Control Panel.
    2. Tap or click Uninstall a program.
    3. Select the Windows Phone app and then tap or click the Uninstall button.
    4. Reinstall the Windows Phone app for desktop. You can download the app from the link provided on the following page:

      http://www.windowsphone.com/en-US/how-to/wp8/windows-phone-app-for-desktop (http://www.windowsphone.com/en-US/how-to/wp8/windows-phone-app-for-desktop)


    To uninstall and reinstall the Windows Phone app (Windows 8.1 or Windows RT):
    1. On the Start screen, right-click the screen or swipe in from the top or bottom edge to see the app command bar, and then tap or click All apps.
    2. Right-click the Windows Phone app, and then tap or click Uninstall.
    3. Reinstall the app from Windows Store or from the following site:

      http://apps.microsoft.com/windows/en-US/app/windows-phone/0e0fbaf6-fd99-4046-b494-9ce469ae3009 (http://apps.microsoft.com/windows/en-US/app/windows-phone/0e0fbaf6-fd99-4046-b494-9ce469ae3009)


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  6. Check for USB settings
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    Some phones have USB settings (swipe left to the app list, tap Settings, and look for a USB option) that allow the data connection to be enabled separately from the charging connection. If your phone has this option, check the settings to ensure your USB data connection is enabled. 
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Applies to
  • Windows Phone 8 for Consumers
Keywords: 
kbwp8 KB2749484
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