IMPORTING ERRORS

Rodney Smith 0 Reputation points
2026-10-11T17:59:56.1066667+00:00

ERROR IMPORT MESSAGE: We couldn't reach your device - this is the error message I get. I am trying to import ALL files and images from my iPhone to my laptop computer. How can I eliminate this error and import without problems?

Windows for home | Windows 10 | Connect Phone and PC
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  1. Emma1-N 13,695 Reputation points Microsoft External Staff Moderator
    2026-10-13T00:09:23.2533333+00:00

    Welcome Rodney Smith,

    Thanks for reaching out to Microsoft Q&A Forum. I understand you are receiving “We couldn't reach your device” while trying to import all files and images from your iPhone to your Windows 10 laptop.

    Can you see your iPhone under This PC in File Explorer? Does the error happen immediately, or only after the import has started?

    Please make sure you already tried the Q&A Assist steps. In addition, please try the following:

    1. Restart both the iPhone and the Windows PC, reconnect the iPhone, and test the import again.
    2. Connect the iPhone directly to another USB port on the laptop.
      • Avoid using a USB hub, dock, or adapter while testing.
    3. Check whether Windows can access the iPhone outside the Photos app.
      • Open File Explorer.
      • Select This PC and check whether the iPhone appears as a connected device.
      • If it appears, try opening the device and accessing its photo storage.
    4. Repair the Photos app.
      • Open Settings.
      • Select Apps, then Apps & features.
      • Select Microsoft Photos, then Advanced options.
      • Select Repair and test the import again.
    5. If Repair does not help, select Reset from the same Microsoft Photos Advanced options page, then reopen Photos and test the import again.
    6. If the connection continues to drop, open Device Manager and check whether the iPhone or Apple mobile device shows a warning symbol while connected.

    Looking forward to your update.

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  2. AI answer

    2026-10-11T18:00:08.16+00:00

    Try this sequence for iPhone imports in Windows Photos:

    1. Connect the iPhone with a USB cable that supports file transfer.
      • Some cables only charge and cannot transfer files.
    2. Turn on and unlock the iPhone before importing.
      • Windows can’t find the device if it is locked.
    3. When the iPhone shows the prompt, select Trust or Allow.
      • If that trust prompt is not accepted, Photos may show “We couldn't reach your device.”
    4. On the PC, open Start > Photos.
      • Select Import > your connected device and follow the prompts.
    5. If it still fails, try a different USB cable.
      • The guidance specifically notes that USB cables have different transfer capabilities and not all can transfer files.
    6. If iCloud Photos is enabled, some photos or videos may exist only in iCloud and not on the iPhone.
      • In that case, they may not download through a direct device import.
      • Import or open those items on the PC by using iCloud for Windows.
    7. If the goal is recent photos only, Phone Link can be used as an alternative for supported scenarios, but it does not import videos and is described for Android in the provided guidance.

    If the issue continues after unlocking the iPhone, trusting the PC, and trying another file-capable USB cable, the most likely next checks are whether the photos are only in iCloud and whether the cable/connection is the problem.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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