Troubleshooting the Your Phone app

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:

1. Open the Your Phone Companion app.

2. Select Settings .

3. Select Sync over mobile data.

4. 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.

On your PC:

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

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

2. 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.

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

2. 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 experiencing persistent connection issues, you can try to reset your app. You can also 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.

If you are seeing the "Update Required" page, it is because either your Windows 10 PC and/or Android device is running an older version of Your Phone, or Your Phone Companion-Link to Windows and you need to update it to a more recent version.

To ensure you have the latest improvements in reliability and performance, and to avoid potential issues with upcoming features, we're asking if you see this "Update Required" page. to update your app to the latest version.

The "Update Required" page will indicate whether you need to update just the Your Phone app, the Your Phone Companion-Link to Windows app, or both. To remote the page and continue using the app, please update the app on the indicated device to the latest version available.

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:

1. Open the Your Phone Companion app.

2. Tap Settings.

3. Tap Check for Updates.

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

On your PC:

1. Open the Microsoft Store.

2. Search for Your Phone.

3. 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:

1. Open the Microsoft Store.

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

3. Select Downloads and Updates.

4. 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.

Updates will be installed automatically if this option is enabled on your PC. To update the app manually, ensure your PC is connected to the internet first and then:

On your PC:

1. Open the Microsoft Store.

2. Search for Your Phone.

3. 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:

1. Open the Microsoft Store.

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

3. Select Downloads and Updates.

4. 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.

On your Android device:

1. Open the Your Phone Companion app.

2. Tap Settings.

3. Tap Check for Updates.

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

Updates will be installed automatically if this option is enables on select Samsung or Duo devices. To update the app manually, ensure your select Samsung or Duo mobile device is connected to the internet first and then:

On your select Samsung or Duo device:

1. Go to Settings > Advanced features > Link to Windows.

2. In the upper right-hand corner, "..." (More) > About Link to Windows.

3. If an update is available, you should see a dialog. Tap Update. You can update from either the GooglePlay Store or the Galaxy Store.

4. Wait for the update to complete successfully. Tap Done.

5. Tap the Back button to return to the Link to Windows app page.

Please check that your app version meets the minimum version required. Here's how to check if you have the latest version.

On your PC:

1. Open the Your Phone app.

2. Select Settings > About.

3. The About this app section includes the version number of the current Your Phone app installed on your PC. It will look something like "Your Phone <number>."

4. Please check that the version number is equal to or greater than Your Phone 1.21042.136.0. If you have an app version that is less than this requirement, then update your app or file a bug using the Feedback Hub if there are no updates available.

On your Android device:

1. Go to Settings>Apps & Notifications > Your Phone Companion.

2. Tap Advanced, and then scroll until you see Version number.

3. Please check that the version number is equal to or greater than 1.21042.136.0. If you have an app version that is less than this requirement, then update your app or file a bug by sending us feedback if there are no updates available.

On your select Samsung or Surface Duo device:

1. Go to Settings > Advanced features > Link to Windows.

2. Select "..." (More) > About Link to Windows.

3. Please check that the version number is equal to or greater than 1.21042.136.0. If you have an app version that is less than this requirement, then update your app or file a bug by sending us feedback if there are no updates available.

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:

1. Go to Settings on your Android device.

2. Search for App Info and tap on it.

3. Tap on See all apps.

4. Find Your Phone Companion and tap on it.

5. Tap on Permissions and allow the following:

   1. Storage

   2. Contacts

   3. SMS

   4. Phone

To get notifications working:

1. Go to Settings on your Android device.

2. Search for “Notification access.”

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

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

If you do have the latest update, have performed a manual check o your app version number, and are still seeing the "Update Required" page then please send us feedback to file a bug with us.

On your PC:

1. Open the Your Phone app.

2. Select Settings > Help & Feedback.

3. Under the section Help us improve is a Send Feedback button. Click it and follow instructions to file a bug with the necessary information.

   1. You'll be prompted to share diagnostic data from your mobile device. Selecting Allow helps provide additional data for diagnostic purposes so we may understand what's going on with your mobile device.

   2. Open the Feedback Hub app.

   3. Select Give new feedback.

   4. Ender your feedback with as much detail as possible, and then submit.