This article lists several troubleshooting steps you can try if you can’t transfer your photos to your Windows PC. Several users have said they experience one of the following issues:
- iPhone 18 Pro keeps disconnecting when importing.
- The computer does not recognize the iPhone 18 Pro or iPhone 18 Pro Max.
- Various error messages such as “Device is unreachable, or something went wrong” appear.
If you are also concerned about not being able to import your iPhone photos or videos to your PC, then this article is for you.
Please try the steps in order. After trying each step below, test to see if your issue is fixed.
1. Basic tips
Please use the following quick tips first. These tips are important if you are trying to import photos or videos that are on the device or in the cloud (iCloud):
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Ensure that you connect your phone to your PC with a USB:
- Low-quality 3rd-party USB cables can cause issues. Try to use a higher-quality cable. Use Apple or MFi certified cables.
- Inspect your cable for damages. Try a different cable if possible to see if that works.
- Switch ports. There may be issues with the USB port on your computer. Try plugging your iPhone 18 Pro into another USB port on your computer.
- Ensure that the connection between your device and computer is firm and not loose.
- Ensure that your device is unlocked.
- If you are asked to Trust This Computer, select Trust.
- Install the Apple Devices app from the Microsoft Store.
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If you have iCloud Photos enabled (Settings > [your name] > iCloud > Photos > Sync this iPhone), ensure that a full-size copy of your photos and videos is saved on your device:
- Tap Settings > [your name] > iCloud > Photos > iPhone Storage.
- And select Download and Keep Originals.
- Select Keep Originals. On your iPhone 18 Pro, go to Settings > Apps > Photos and scroll down and find the “Transfer to Mac or PC” section and ensure that Keep Originals is selected.
- Restart everything (your iPhone and PC) and try again to see if this helps.
- Change Auto-lock settings to see if this helps. Tap Settings > Display & Brightness > Auto-Lock > Never. If this fixes your problem, you can change it back to the original after the importing process.
- Except for your mouse or keyboard, unplug all USB devices from your computer. Then reconnect your iPhone and try to transfer your photos or videos. Does it work now? If yes, reconnect other USB devices one by one.
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Try these steps in order:
- Disconnect your device from your computer.
- Unlock your iPhone 18 Pro and go to your Home screen.
- Reconnect your device and try again.
2. Update
Please ensure that you update your device to the latest version of iOS. You can easily update your device wirelessly by going to Settings > General > Software Update.
Furthermore, ensure that your computer has the latest updates.
3. Trigger trust
This will also reset your Trust settings. Please follow the steps below:
- Disconnect your device from the computer if it is connected.
- On your iPhone, go to Settings > General > Transfer or Reset iPhone > Reset > Reset Location & Privacy.
- Restart your iPhone 18 Pro.
- Connect your device to your computer with your USB cable.
- The Trust alert will appear again. Select Trust.
- Then try again.
4. Restart the Apple Mobile Device Service
You may want to restart the Apple Mobile Device Service (AMDS), especially if you see an error message saying “This [device] cannot be used because the Apple Mobile Device Service is not started”. Here is how:
- Quit iTunes.
- Disconnect your iPhone.
- Press the Windows logo key and the R key on your PC’s keyboard together. The Run box will appear.
- Enter the following command and click OK.
services.msc- Services window will appear. Find Apple Mobile Device Service and right-click it, a shortcut menu will appear and click Properties. This will open the Apple Mobile Device Service Properties window.
- Find “Startup Type”. Set this to Automatic.
- Find “Service Status”. Click Stop.
- After it has stopped, click Start.
- Click OK.
- Now restart your computer.
- Then connect your device and try again.
