Troubleshooting setup for the Your Phone app

Make sure your PC and Android device are both nearby, turned on, and connected to Wi-Fi. If you were able to set up the app but your content isn’t syncing, our connection troubleshooting tips may help.

If your issue isn’t addressed below, try looking on the Your Phone app troubleshooting page.

How do I use and scan the QR code?

If you’ve started linking your devices from your PC, you’ll be asked to scan a QR code during the setup process. When you receive the prompt for “ Is there a QR code on your PC?”, tap on it, and select Allow to let the Your Phone Companion app take pictures and record videos. You can now use the app to scan the QR code.

My PC isn’t listed in the menu of available devices. What do I do?

Your PC should be nearby, turned on, and signed in with your Microsoft account. This should be the same account you signed in with on your Android device earlier in the setup process for Link to Windows. If you’ve done all the above but your PC still isn’t in the list, try turning your PC off and on again, and begin the linking process again from your Android device.

The Your Phone app didn’t automatically open on my PC while I was setting up Link to Windows

If the Your Phone app on your PC didn’t automatically open, close the Link to Windows app on your Android device and try setting things up from your PC instead. On your PC, open the Your Phone app and follow the setup instructions there.

My codes don’t match so I can’t link my phone

For security reasons, too many failed attempts (more than 3) to match the codes on your PC and phone will automatically prevent you from being able to start linking your devices from your phone. To link your devices, close and reopen the Your Phone app on your PC and begin the setup process from there instead. You’ll be prompted to accept permissions instead of matching codes to link your devices.

Setting up Apps in the Your Phone app

With Your Phone apps, you can instantly access the Android apps installed on your mobile device right on your PC. Using a Wi-Fi connection, Apps allows you to browse, play, order, chat, and more – all while using your PC’s larger screen and keyboard. You can add your Android apps as favorites on your PC, pin them to your Start menu and taskbar, and open them in separate windows to use side-by-side with apps on your PC – helping you stay productive.

What do I need to use Apps?

To use Apps, you will need:

A PC running the Windows 10 May 2019 Update or later. To check and update your version of Windows, on your PC go to Settings > Updates & Security > Check for update.

Your PC also needs to be using a graphics card (GPU) that supports DirectX11. Learn how to check your version of DirectX

An Android device running Android 9.0 or greater, with Link to Windows. See the full list of supported devices here.

Your Android device and PC to be connected to the same Wi-Fi network.

Apps works for Your Phone app versions 1.20082.141.0 or higher. Older versions of the Your Phone app will show the previous phone screen experience.

What do I need to run multiple apps on my PC at a time?

A PC running the Windows 10 May 2020 Update or later. For best performance, we recommend having at least 8GB of RAM.

An Android device running Android 11.0.

On your Android device, you need Link to Windows version 2.1.05.6 or higher, or Your Phone Companion version 1.20104.15.0 or higher.

Multiple apps works for Your Phone versions 1.20104.20.0 or higher.

How do I set up Apps?

On your PC, open the Your Phone app and select Apps. Follow the setup instructions. If you encounter issues, here are some troubleshooting tips.

What devices are supported?

Apps is available on select Samsung devices that have Link to Windows, and a few recent ones are listed below. If your Android device is running Android 11¹ or higher, you may be eligible for the multiple apps experience. Those devices have an asterisk* next to them.

Samsung Galaxy Fold*

Samsung Galaxy Note20 5G*

Samsung Galaxy Note20 Ultra 5G*

Samsung Galaxy S20*

Samsung Galaxy S20+*

Samsung Galaxy S20 FE*

Samsung Galaxy S20 Ultra*

Samsung Galaxy XCover Pro

Samsung Galaxy Z Flip*

Samsung Galaxy Z Flip 5G*

Samsung Galaxy Z Fold2 5G*

The full list of supported devices can be found here.

¹ Android 11 availability depends on your mobile device, market availability, and your mobile provider.

Troubleshooting the Your Phone app

Data syncing and connectivity issues

To keep your devices synced, your Windows PC and Android device need to be on, connected to the Internet, and we recommend having Battery saver turned Off (it may interfere with important notifications for the app).

Yes, you can use your mobile data to sync with your PC. However, if you’re concerned about the effect on your data allowance, we recommend remaining on a Wi-Fi connection.

On your Android device:

Open the Your Phone Companion app.

Select Sync over mobile data.

Turn this option On.

To ensure the fastest, most reliable connection, your Android device and PC must be connected to the same trusted Wi-FI network. This optimization isn’t possible on a public connection—for example, in a coffee shop, hotel, or airport.

When you first connect to a Wi-Fi network through Windows 10, you’ll be prompted to set it as public or private (trusted). You can also change it at any time.

These changes might not always be possible—for example, if your workplace controls your network connection.

Before we begin to change settings, we recommend quickly running through the following checks:

Double-check you’re using the same Microsoft account to sign in to both the Your Phone app and the companion app on your Android device.

Ensure Battery saver isn’t running on your PC or Android device, as this might affect connectivity.

You have an active Wi-Fi connection. Can you open your browser and navigate to your favorite website?

For some Android devices, your Battery Optimization settings may interrupt your connection. We recommend turning it off for the companion app on your Android device (either Your Phone Companion or Link to Windows). Here’s how to turn it off based on which companion app you have:

If you have Your Phone Companion*:

Open Android Settings > Apps & notifications > App info > Your Phone Companion > Advanced > Battery > Manage Battery Usage > Battery optimization. Scroll down to Your Phone Companion and select Don’t optimize.

If you have Link to Windows*:

Open Android Settings > Apps > Link to Windows Service > Battery > Optimize battery usage. Select All from the drop-down list, scroll to find Link to Windows service, and turn the toggle Off.

*Note: These steps may vary based on your Android device model.

Still not working? Continue with the following troubleshooting advice.

Check if the Your Phone app can run in the background.

Select Start (or press the Windows logo key on your keyboard), then select Settings > Privacy > Background apps.

In the list Choose which apps can run in the background, ensure Your Phone is enabled.

Ensure nothing is stopping you from sharing across devices.

Select Start (or press the Windows logo key on your keyboard), then select Settings > System > Shared experiences.

If you see Fix now in Accounts, select it and follow the instructions.

On your Android device:

Make sure you can receive app notifications.

Go to your Android device Settings > Apps (or Apps & Notification on some devices) > Your Phone Companion and check that notifications are enabled.

Make sure Do not disturb is turned Off.

Go to your Android device Settings > Sounds (on some devices this may be Sounds & Vibration or Sounds & Notifications) and check that Do not disturb is turned Off.

If you’re still having trouble, follow the steps to unlink your Android device.

If both of your devices are using the same Wi-Fi network but you still see an error message, this could be caused by a setting on your router.

Many routers have a Wireless isolation feature that allows you to lock down the network. If this Wireless Isolation (or AP Isolation) is enabled, then all devices connected to the Wi-Fi network will be blocked from communicating with other.

To disable Wireless/AP Isolation:

On most routers look for the Wireless > Advanced Wireless Setting, and uncheck/toggle AP Isolation.

Updates

Updates will be installed automatically if this option is enabled on your Android device/PC. To ensure a smooth experience to we recommend updating to the latest version where available. Before doing this, ensure both your Android device and PC are connected to Wi-Fi.

On your Android device:

Open the Your Phone Companion app.

Tap Check for Updates.

Wait for the update to complete successfully, then close and reopen the Your Phone app.

Open the Microsoft Store.

Search for Your Phone.

If an update is available to you, you will see an Update button. Select Update and wait for the update to complete successfully, then select Launch.

You can also try this:

Open the Microsoft Store.

Select More … (located next to your Microsoft account picture).

Select Downloads and Updates.

If a Your Phone update is available, you will see an Update button. Select Update and wait for the update to complete successfully, then select Launch.

Note: It can take a few minutes for the updates to be recognized by the app. If the Your Phone app is still in an “update state,» wait a few minutes, then restart your Android device. On your PC, close and reopen the Your Phone app.

After updating to Android 10, if you are unable to launch permissions for features (notifications, messages, photos) please complete the following steps:

To get photos and messages working:

Go to Settings on your Android device.

Search for App Info and tap on it.

Tap on See all apps.

Find Your Phone Companion and tap on it.

Tap on Permissions and allow the following:

To get notifications working:

Go to Settings on your Android device.

Search for “ Notification access.”

Find Your Phone Companion in the list and tap to toggle off/on.

A pop-up will appear; select Allow when prompted.

Troubleshooting features in the Your Phone app

If you’re looking for troubleshooting for a specific feature in the Your Phone app, find it in the list below:

How do I check I’m using the same Microsoft account for all my devices?

In order to successfully link your PC and Android device, you should sign in to the same Microsoft account on both. You can check this by following these steps:

Open your browser and visit accounts.microsoft.com/devices/android-ios. Sign in with your Microsoft account.

Check if you Android device is listed under your account information.

On your Android device:

If you have the Your Phone Companion app:

Go to Settings > Accounts.

If you have the Link to Windows app (for select Samsung devices):

Go to Settings > Advanced features > Link to Windows.

Review the email address under Microsoft account.

I’m having issues with the Your Phone app when using Samsung DeX at the same time

Having both the Your Phone app and DeX open may cause issues with both apps. To ensure the best experience, only have one of these apps open at a time.

Why can’t I use the Your Phone app as a non-default user or two phone mode user (available in Korea only)?

You may encounter two phone mode if your mobile provider is in Korea. The Your Phone app does not currently support two phone mode or multiple profiles mode. Please contact your mobile provider to disable two phone mode so you can use the Your Phone app.

If you have multiple profiles on your mobile device, the Your Phone app will only work if your mobile device is set to the default profile.

Provide feedback

We’re still actively working on making the Your Phone experience the best we possibly can and we welcome your ideas and insights.

On your Android device:

Open the Your Phone Companion app or the Link to Windows app, depending on your device.

Select the Provide Feedback option.

Open Your Phone > Settings > Help & Feedback.

Fill out the form with as much detail as you can provide.

Troubleshoot Apps in the Your Phone app

Where did Phone screen go?

Phone screen is still available, you can open it by using the Open phone screen button above the apps list. This will mirror your phone screen the same way it did before, but it will be on a separate window from the Your Phone app. Apps provides an easier way to interact with all of the apps installed on your Android device by launching them directly.

I can’t see my apps under my other Android or enterprise profile

The Your Phone app currently doesn’t support multiple Android profiles or work accounts. Only apps on your default profile will display in the Your Phone app. The Your Phone app isn’t compatible with work or school accounts.

Wi-Fi troubleshooting

Your Phone Apps will only work when your Android device and PC can communicate with each other. They’ll both need to be turned on and connected to the same network (for example, your home Wi-Fi).

Common troubleshooting for Wi-Fi:

1. Check if your phone is connected to mobile data instead of Wi-Fi, by going into your Android device Settings > Connections > Wi-Fi and ensure your Wi-Fi toggle is turned On and the status underneath your current network is Connected.

2. Check if your Android device is connected to the same Wi-Fi network as your PC:

Start by checking your Android device’s connection in Settings > Connections > Wi-Fi and note the name of the network under the current network heading.

On your PC go to Settings > Network & Internet > Wi-Fi. Check that your PC Wi-Fi is turned On and the connected network is the same one as your Android device.

3. You may have two different Wi-Fi networks, such as one that uses the 2.4GHz band and the other 5GHz. If you click on your device’s Wi-Fi icon you should be able to see these networks in the list. Try connecting to the same network on both devices.

4. Are you behind a firewall or using a VPN? If so, it could be blocking communication between your devices, you could try disabling these to see if this fixes the problem.

Public and work networks may cause connection issues

If you’re attempting to use Apps in your workplace, a successful connection may not always be possible. In that event we’d recommend talking to your IT department or network administrator.

If you’re connected to a public Wi-Fi network (like at a hotel or coffee shop), they may have network restrictions preventing you from being able to connect. Public networks may also slow down your experience or impact your screen quality, especially if you’re using multiple mobile apps at once.

Why am I getting a connection error?

If you see an error indicating your PC couldn’t connect to your Android device, it could be for a variety of reasons. Here are few things to try:

On your Android device, check that:

Battery Saver is turned Off.

Airplane mode is turned Off.

Your Android device and PC are connected to the same network or Wi-Fi.

You’re signed into Link to Windows with the same Microsoft account as the one on your PC.

Check if your PC is connected to the internet.

Make sure Battery Saver is turned Off.

Check that your system accounts are working correctly. Go to Settings > System > Shared experiences. If there are no issues with your account, there will be a message on the screen letting you know things are working correctly. If there is an issue with your account, select Fix now to start resolving it.

If these steps didn’t resolve the connection issue, continue troubleshooting below.

For some Android devices, your Battery Optimization settings may interrupt your connection. We recommend turning it off for the companion app on your Android device (either Your Phone Companion or Link to Windows). Here’s how to turn it off based on which companion app you have:

If you have Your Phone Companion*:

Open Android Settings > Apps & notifications > App info > Your Phone Companion > Advanced > Battery > Manage Battery Usage > Battery optimization. Scroll down to Your Phone Companion and select Don’t optimize.

If you have Link to Windows*:

Open Android Settings > Apps > Link to Windows Service > Battery > Optimize battery usage. Select All from the drop-down list, scroll to find Link to Windows service, and turn the toggle Off.

*Note: These steps may vary based on your Android device model.

Why am I seeing a «Something went wrong» error?

Usually this means your Android device and PC have lost the connection to each other. There are a few reasons why this may occur:

Your PC locked: Unlock your PC, then retry opening the app again.

Your Wi-Fi network is unavailable: Check your network status and address any issues.

Your Android device may be out of Wi-Fi range: Bring your Android device closer to your router and see if that improves the connection.

Your Android device is on airplane mode: Check that your Android device is on, connected to Wi-Fi, and nearby to reestablish the connection.

Why does an app show up as a black screen on my PC?

Some apps might block the ability to cast to other screens. You won’t be able to use that app on your PC.

Playing sound while using apps

Sounds from your Android device will continue to play on that device even while it’s connected to your PC. For example, mobile apps and videos that play on your PC will still play sound through your Android device.

Known issues for using multiple apps:

The multiple apps experience isn’t supported on PCs running Windows on ARM64 processors. You can still use a single mobile app at a time on your PC.

For some applications, selecting the notification on your PC will open the app on your Android device instead. If this happens, try opening the app from your apps list in the Your Phone app instead.

Samsung Smart Lock may cause issues when unlocking your Android device through the Your Phone app. If this happens, try unlocking from your Android device.

If you recently updated from the Windows May 2019 update, some apps may not launch from your taskbar. Try removing them and re-pinning them.