Troubleshoot USB connection issues with your computer
If your Fairphone does not connect to your computer or your files fail to appear during a USB transfer, follow this step-by-step guide to resolve the issue.
Before trying these troubleshooting steps, check our guide on how to connect your Fairphone to a computer. Make sure your computer operating system and USB drivers are fully updated by checking your computer manufacturer's support website.
What to do if your phone is not visible
If your computer does not show your Fairphone in your list of connected devices, update your USB connection settings on your phone.
- Swipe down from the top of your home screen to open the notification panel.
- Tap the notification that says Android System • Charging this device via USB. If you do not see this notification, check the Silent notifications section of your notification panel.
- Tap the notification again to open all available USB options.
- Select File Transfer. If File Transfer is not supported by your computer operating system, select PTP.
Your Fairphone should now appear as a connected drive on your computer.
What to do if your files are not visible
If you connected your Fairphone and selected File Transfer, but your files do not appear on your computer screen, reset the external storage app data on your phone.
- Go to Settings > Apps > See all apps. On older Android versions, go to Settings > Apps & Notifications > App info.
- Tap the three-dots menu in the upper-right corner of your screen, then select Show system.
- Tap the search icon next to the three-dots menu and type "External storage".
- Select the External storage app.
- Tap Storage & cache.
- Tap Clear storage.
- Restart your phone.
Once your phone restarts, connect your USB cable to your computer again to view and transfer your files.
Still need help?
First try our self-service portal and then reach out to our customer support team. You can also open a support request directly through the My Fairphone app pre-installed on your device.