Windows 10 photo app fails to transfer photos/videos from iphone X with message “We’re having trouble connecting”. RRS feed

  • Question

  • "We're having trouble connecting" message shows when connecting the iphone with Apple charging cable.

    Get same results when using Import/From a USB device.

    Tried to use file explorer to copy from iphone/DCIM/107Apple and get “The device is unreachable”

    Found Apple support suggested to keep the iPhone unlocked the whole time (will play a long video to not get locked automatically) and also iTunes app needs to be opened in PC (not sure why)


    Launched iTunes. Microsoft Photos app finds all photos/videos including ones already imported but then goes no further. 

    Tried stop and start Apple Mobile Device Service. 


    Back to We're having trouble connecting. 

    Changes iPhone settings/display&brightness\Auto-Lock to Never.


    Back to Microsoft Photos app finds all photos/videos including ones already imported but then goes no further. 

    Tried turning on Home Sharing in iTunes.

    No change

    Tried changing iPhone Settings, Photo, Transfer to Max or PC to Keep Originals. 

    Tried File Explorer and got A device attached to the system is not functioning. 

    • Edited by techcoor Thursday, October 31, 2019 4:20 AM
    Thursday, October 31, 2019 3:30 AM

All replies

  • It did seem that I had to load iTunes to see the iPhone in File Explorer.

    Found that if I opened file explorer and right clicked import pictures and videos. That imported the pictures and videos.  Some pictures were jpeg but the movies and most of the photos were HEIC. I copied the files to Flash device. I selected Photos app in Windows 10 which could not be read HEIC files. I tried downloading HEIF Image Extensions from the Microsoft Store but that failed to read HEIC files.

    I was offered HEVC Video Extensions. But I could not buy unless I registered the computer that does not belong to me into the Microsoft system.  I ended up going to a computer that was mine registered that one and  I bought the extension. With the extension I could view the photos/movies in Photos. 

    To get around the Microsoft requirement to register computer issue. I bought the HEVC Video Extensions as a gift and that generates an email to the original computer user.  

    • Proposed as answer by Joy-Qiao Friday, November 1, 2019 8:10 AM
    Thursday, October 31, 2019 10:39 PM
  • Hi, 

    Thank you for sharing your experience and your action here. 

    It would be useful for other customers who encounter similar issue with you.


    Please remember to mark the replies as answers if they help. If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Friday, November 1, 2019 8:11 AM