Troubleshooting the Phone Link

Check for updates in the Phone Link  by opening Settings > About > Check for updates. Install any pending updates to make sure your content stays up-to-date.

You may also need to check for updates in the Link to Windows app on your Android device. Go to Settings > Check for updates, or go to Details >". . ." (More) > About Link to Windows.

To keep your content synced, your Windows PC and Android device need to be turned 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 the Link to Windows 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 on your Windows PC, you'll be prompted to set it as public or private (trusted). Learn more

These changes might not always be possible — for example, if your workplace controls or restricts 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 Phone Link  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 in the Link to Windows app on your Android device. 

Open Android Settings > Apps & notifications > App info > Link to Windows > Advanced > Battery > Manage Battery Usage > Battery optimization. Scroll down to Link to Windows, and then select Don't optimize.

On select Android devices, the steps may be as follows:

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

Still not working? Continue below with the following steps. 

On your PC:

Check if the Phone Link  is set to 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 that Phone Link is enabled.

Next, make sure that nothing is preventing 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) > Link to Windows, and then 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 then uncheck/toggle AP Isolation.

If you are seeing the "Update Required" page, it is because either your Windows PC and/or Android device is running an older version of the Phone Link and/or Link to Windows apps.

To ensure you have the latest improvements in reliability and performance, and to avoid potential issues with upcoming features, be sure to update your app to the latest version.

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

App updates will be installed automatically, provided that this option is enabled on your Android device and on your 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 the same Wi-Fi network.

On your Android device:

1. Open the Link to Windows app.

2. Tap Settings.

3. Tap Check for Updates.

4. Wait for the update to complete successfully, then close and reopen the Phone Link  on your PC.

On your PC:

1. Open Phone Link 

2. Go to Settings > About > Updates.

3. If an update is available, select the Update button.

4. Wait for the update to complete successfully, then Phone Link  will reopen.

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 Phone Link 

2. Tap Settings

3. Tap About

4. If an update is available to you, select Update and wait for the update to complete successfully, then select Open.

On your Android device:

1. Open the Link to Windows app.

2. Tap Settings.

3. Tap Check for Updates.

4. Wait for the update to complete successfully, then close and reopen the Phone Link  on your PC.

Updates will be installed automatically if this option is enabled on select Samsung or Duo devices.

To update the app manually, first ensure that your select Samsung or Duo mobile device is connected to the internet.

On your select Samsung or Duo device:

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

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

3. If an update is available, tap Update. You can update from either the Google Play Store or the Samsung Galaxy Store.

4. Wait for the update to complete successfully, and then 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 Phone Link .

2. Select Settings > About.

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

4. Check that the version number is Phone Link version 1.23112.85.0 or later. If you have an app version that is less than this requirement, update your app. If no updates are available, please report the issue in the Feedback Hub app on your PC.

On your Android device:

1. Go to Settings>Apps & Notifications > Link to Windows.

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

3. Please check that the version number is 1.24021.164.0 or later. If you have an app version that is less than this requirement, update your app. If no updates are available, please report the issue in the Feedback Hub app on your PC.

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. Check that the app is version number 1.24021.164.0 or later. If you have an app version that is less than this requirement, update your app. If no updates are available, please report the issue in the Feedback Hub app on your PC.

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 the Link to Windows app and tap to open it. 

5. Tap Permissions and allow all of the following:

   • Storage

   • Contacts

   • SMS

   • Phone

To get notifications working:

1. Go to Settings on your Android device.

2. Search for “Notification access.”

3. Find Link to Windows in the list and tap to toggle it off and then on again. 

4. A popup will appear. Select Allow when prompted.

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

On your PC:

1. Open the Phone Link .

2. Select Settings > Feedback & Community.

3. Select Send feedback 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. Enter your feedback with as much detail as possible, and then submit.