Why can't I transfer from my phone/tablet to my Windows computer?

There are several reasons why the transfer from a phone/tablet to a Windows computer does not work. Find out what the reason is for your problem and how you can fix it:

  1. Your phone/tablet does not find the computer at all

    • Have you installed the PhotoSync Companion App on your computer and is it running? If not, download PhotoSync Companion for Windows from our website, install and run the app.
    • PhotoSync Companion is running on the computer. Is it possible that you are in a public WiFi or a guest or hotel WiFi? In these WiFi networks, communication with other devices in the same network is not possible, as devices in these networks may not be accessed for security reasons. Please switch to a private network in which access to the devices located there is permitted.
    • You have set the wrong network type on your computer due to a Windows update or other change. Under Windows, you must use a network marked Private. Only a private network allows communication with other devices on the same network. If the network is set to Public, it behaves like a public WiFi or a guest WiFi and blocks communication to other devices on the same network for security reasons. How to configure your network settings can be found for Windows 10, Windows 10 (August 2016 and April 2017 update), Windows 10 (November 2015 update), Windows 10 (First Edition), Windows 8.1, Windows 8, and Windows 7.
    • PhotoSync Companion runs on the computer, you are also in a private WiFi and should be able to access the computer. Some routers may not support automatic device detection in PhotoSync using Apple Bonjour technology. In this case, however, you should be able to use your iOS device or Android device to connect to the computer by manually typing in the computer address.
  2. Your telephone/tablet finds the computer, but the transfer does not start, but hangs at Prepare transfer and ends sometime with a Timeout

    • Your computer uses an Internet Security or Antivirus app that uses a firewall and blocks incoming connections from the phone/tablet for security reasons. Please check the settings of your Internet Security or Antivirus app to see if you can define an exception for the PhotoSync app to allow incoming transfers from PhotoSync.
    • You have set the wrong network type on your computer due to a Windows update or other change. Under Windows, you must use a network marked Private. Only a private network allows communication with other devices on the same network. If the network is set to Public, it behaves like a public WiFi or a guest WiFi and blocks communication to other devices on the same network for security reasons. How to configure your network settings can be found for Windows 10, Windows 10 (August 2016 and April 2017 update), Windows 10 (November 2015 update), Windows 10 (First Edition), Windows 8.1, Windows 8, and Windows 7.
    • This is a temporary network problem that can occur due to routing problems with one of the devices involved. Please restart all participating devices and your WiFi router once, this should solve the connection problem.

21 out of 49 found this article helpful
Was this article helpful? Yes | No

Go back

Need more help?