Mobile device in File Explorer – "Sync failed", phone folder empty (error 0x80070185)

Question

Mobile device in File Explorer – "Sync failed", phone folder empty (error 0x80070185)

Konrad Tarasiewicz 0

Hello,

I'm reporting an issue with the "Show mobile device in File Explorer" feature.

Setup:

PC: Windows 11, build [25H2 26200.9457]
Phone: Samsung Galaxy S25+ (512 GB)
Phone Link app: 1.26072.255.0
Link to Windows (Android): 1.26072.183.0, Link to Windows Service (Samsung): 3.6.01.2
Same Microsoft account on PC and phone, same Wi-Fi network

Symptoms:

The phone appears in File Explorer (C:\Users[user]\CrossDevice\Galaxy S25+) with status "Connected"; storage usage is read correctly (393 GB of 512 GB).
The folder stays empty. The sync flyout shows "Syncing…" and then "Sync failed".
A folder operation returned "The cloud operation was unsuccessful" [Error 0x80070185].
All other Phone Link features work (messages, photos, calls, clipboard).

Steps already taken (no effect):

All permissions granted on the phone, including "All files access"; battery set to unrestricted
All apps and Windows Update installed
Repaired and reset Phone Link and Cross Device Experience Host
Removed the device, deleted the CrossDevice folder, cleaned SyncRootManager registry entries, re-paired
Reinstalled apps on PC and phone, multiple restarts
Network profile set to Private; ESET firewall and Tailscale VPN temporarily disabled – sync still fails

Please help diagnose this or confirm whether it's a known issue in the current Cross Device version. I can provide logs and screenshots.

Best regards,

[REMOVED PII]

Komentarze: 0

Odpowiedzi: 3

Twoja odpowiedź

Answer 1

Witaj,

Jest wystarczająco dużo miejsca na dysku „C” komputera dla zarezerwowania tych kilkuset GB z telefonu?

UWAGA!!! Gdyby synchronizacja się powiodła to przy usuwaniu plików na komputerze z folderu Cross Device bez wyłączenia przełączników w Ustawieniach→Bluetooth i urządzenia→Urządzenia mobilne→Zarządzaj urządzeniami→tu poszukaj przełączników powiązanych z opcjami „Cross Device”, „Pokaż w Eksploratorze plików” lub „Synchronizuj telefonu z komputerem”., usuną się również z telefonu, łącznie z elementami systemowymi telefonu, jeżeli te zostały by usunięte z komputera. Folder Cross Device może zajmować bardzo dużo miejsca na komputerze?

Pozdrawiam

Janek

Answer 2

Konrad Tarasiewicz 0

Hello,

Thank you for looking into my issue.

Regarding your suggestions:

Windows Search – it was set to "Automatic (Delayed Start)."
I connected my phone via the Android Auto USB port, and the phone's content displays correctly.
I spoke with several Microsoft specialists yesterday; they couldn't identify the source of the problem, and each one suggested reinstalling Windows. I did that today, but the issue persists.

I’m out of ideas for now. What should I do if Microsoft Support can't resolve this?

Best regards,

Konrad

Norah-L 11,425 Punkty reputacji Pracownicy zewnętrzni firmy Microsoft Moderator

2026-09-17T06:47:44.96+00:00

Hi Konrad Tarasiewicz,

Thank you for the detailed update. I’m sorry the previous suggestions did not resolve the issue.

Since the Galaxy S25+ is compatible with this feature, USB access works, and the problem continued even after reinstalling Windows, this does not appear to be a basic compatibility or phone-storage issue.

If possible, try connecting the Galaxy S25+ to another Windows 11 PC and enable Show mobile device in File Explorer. If the folder is also empty there, the issue likely follows the phone or its Link to Windows connection. If it works, the problem is more likely limited to the Cross Device integration on the original PC.

For now, using the USB connection is the most reliable workaround for accessing and transferring files.

Since you already contacted Microsoft Support, I recommend contacting them again with the existing case number and asking whether the case can be reopened or escalated for diagnostic-log review. As this is a user-to-user forum, community contributors cannot access the internal diagnostics needed to identify the source of this type of sync failure.

Thank you so much for your patience!

Answer 3

Language note: Although the local post is pl-pl (Polish), your question is written in English, so the answer is given in English in for your convenience.

PII caution: Please note that this is a public forum for users. Please do not post any private information here for your privacy and security.

Hello Konrad Tarasiewicz,

Based on the details provided, your setup meets the requirements for using Show mobile device in File Explorer. However, I could not find an official notice confirming that error 0x80070185 is a known issue with the current Cross Device version.

Please try the options below and check whether the issue continues:

Press Win + R, enter services.msc and make sure Windows Search is running. Set its startup type to Automatic (Delayed Start), then restart the PC. This has resolved similar cases where mobile-device access in File Explorer would not load correctly.
Test the phone with a USB cable. Unlock it, select File transfer / Android Auto from the USB notification, and check whether the folders appear under This PC. This provides a practical workaround and confirms that the phone storage itself is accessible.
If USB access works but the wireless File Explorer folder remains empty, the next step would be to contact Microsoft Support so they can review the diagnostic information and investigate the issue further. As this is a user-to-user forum, contributors can offer troubleshooting suggestions but cannot access diagnostic logs or investigate the Cross Device service on the backend.

For technical support, please go to Contact Microsoft Support, enter your problem and select Get Help. Then scroll down and select Sign in to contact Support to be routed to the best support option.

Tips:

Support chat availability may vary by country/region, product, and support hours. If you can't get in touch with a chat agent right away, trying again later or at a different time may help.
If the support page directs you to the automated assistant, type “I need a live agent” in the chat.