Required Time: 30 Minutes. Difficulty Level: Advanced User.

It is quite annoying if your computer does not want to detect your Samsung Android phone or tablet or if it suddenly stopped detecting it even though it has worked just fine previously. If you are using Samsung Kies and it cannot connect to your phone, it usually gives the “Your phone is not supported” message. In most cases, the solution is one of the two: USB drivers are not correctly installed or some setting on your phone has changed without you noticing it. You can fix the problem by following these steps.

Step 1: Reinstall Samsung USB drivers

One way to reinstall the drivers is to go to the official Samsung Support website and download them from there. Look for the download section of Mobile devices and it will ask you to enter your device’s details. Once filled out, you’ll be able to download and install the latest drivers.

 

samsung support website download drivers

If you are using the Samsung Kies software to manage your device, click the Troubleshooting button. It will ask you to disconnect your Samsung device and then reinstalls the most up to date drivers automatically.

samsung kies troubleshooting

Reboot your computer and try to connect your Samsung Galaxy. If reinstalling the drivers didn't work, proceed to the next step.

Step 2: Reset all USB connections with USBDeview

USBDeview is a free utility that lets you see all current and past USB devices on your PC. With this handy tool, we can remove and clean up your computer from most USB problems. 

Download the 32bit or 64bit version depending on your Windows system: http://goo.gl/u2btn 

You don’t need to install it. It runs as soon as you launch the program. Open the program and you’ll see the overview screen of all devices. Your screen will look differently from mine of course:

usbdeview screen

DISCLAIMER & WARNING: Read through this article before you start. You MUST have a working Internet connection. Without an active Internet connection, your computer will become inoperable. 

Proceed with the following steps and absolutely make sure that your Internet connection is up and running before you start. Without an Internet connection, you will not be able to fix the USB problems. In case you use Windows XP, make sure you have driver CDs of your USB hardware products with you (Windows Vista, Windows 7 or higher will get drivers via the Internet automatically).

Do not skip any step and follow them in the exact order:

  1. Unplug all USB related hardware from your computer except your keyboard and mouse. This includes a USB hub. If you are using a USB modem for Internet, do not unplug it because we need an Internet connection throughout the process.

  2. In USBDeview, you can right click an item and uninstall it by selecting Uninstall Selected Devices. Start with anything that has the words Android or Android ADB. 

  3. Uninstall anything with the words Samsung Mobile.

  4. Uninstall anything with the word “Phone” or “ Tablet”.

  5. Uninstall anything related to USB Storage.

  6. Uninstall anything that is Mass Storage (you can sort the Device Type column to do this quicker).

  7. DO NOT uninstall your keyboard or mouse! Usually the name of your USB keyboard and mouse is displayed. If it isn't  it might be represented as “USB Composite Devices”. 

  8. Disconnecting your computer from electricity long enough can reset faulty connections. Therefore, shut down the computer and unplug it from the electricity outlet. If you are using a laptop, remove the battery too. After 10 minutes, connect your computer to the electricity outlet and boot. If Windows boots slowly, give it enough time. Once booted, Windows might install some of the USB drivers automatically but this is not necessarily the case.  Wait a few minutes in case Windows needs to do its work.

  9. Connect all your USB hardware one by one except the Samsung phone or tablet  Only after Windows has installed the drivers for one USB product, plug in the next. If you use a USB hub, make sure to proceed the same way: plug in one device after another and do the next only after Windows has installed the driver for the currently plugged in USB device.

  10. Install the Samsung drivers by following Step 1 from the beginning of this tutorial.

  11. Connect your Samsung Android phone or tablet and let Windows complete any type of installation.

If Windows confirms that the USB installation was successful and that your device is ready to be used, you’re finished. All problems related to detecting your Samsung Android device should now be solved. If you still run into USB connectivity problems, proceed to step 3.

Step 3: Back up and reset Samsung Galaxy device

Sometimes a hidden setting is misconfigured on your Samsung Galaxy. In order to wipe out all such problems you can try resetting your device to factory state.


WARNING: Resetting will wipe out all data, configurations, and apps. Android will only back up basic data such as contacts provided you have created a Google account and are signed in with your phone. If you need to back up apps and other media, please do so first. There are many back up apps available in the Google Play store. For non-rooted devices you might try MyBack Pro. For rooted devices you may use Titanium Backup. 


Follow these steps:

  1. Disconnect the phone or tablet from the computer.

  2. Back up device.

  3. Go to Settings > Back up and reset > Factory data reset and confirm

  4. Connect your Samsung Android device to the computer with the USB cable and let Windows complete all USB driver installations.

  5. Restore your device with the backup that you created.

By now your Samsung Galaxy Android phone or tablet should not show any USB connection related problems anymore. Samsung Kies should now be able to detect your device as well.

If after all these steps, you still run into USB connectivity problems with your Samsung device, please call Samsung’s free Support hotline by getting the number from the official Samsung.com website. In most cases, your USB problems should be solved by now however.