Photos are not showing up in File Explorer

Question

Photos are not showing up in File Explorer

Mike Standing 5

After reconnecting my phone to my PC, via the my phone app. I'm still unable to view them in File Explorer. The My phone app is connected, I can text, make calls, and view my photos. I can not view photos in the file explorer. I've followed the setup twice and believe I've checked all the boxes as the setup requires. I'm thinking there is a sync issue. Any help would be great!

Thanks

Karl Kibler 0 Reputation points

2026-02-13T18:03:21.74+00:00

I'm having the same problem. I've follow the instructions to a T on how to resolve this issue, but to no avail. Transferring photos from my phone to my PC use to be easy and I had no issues at all. Leave it up to Microsoft to make something that was once so easy to do more difficult.
Norah-L 3,940 Reputation points Microsoft External Staff Moderator

2026-02-22T05:38:22.9666667+00:00

Hello Karl Kibler!

I’m sorry you’re facing this issue as well.

Could you please try the steps I mentioned in my comment under my answer (the method to clear the CrossDevice cache) and see if that helps?

Also, please note that File Explorer access via Phone Link only exposes internal storage, not SD cards. Make sure your photos are stored under Internal storage > DCIM.

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Karl Kibler 0 Reputation points

2026-02-13T18:03:21.74+00:00

I'm having the same problem. I've follow the instructions to a T on how to resolve this issue, but to no avail. Transferring photos from my phone to my PC use to be easy and I had no issues at all. Leave it up to Microsoft to make something that was once so easy to do more difficult.
Norah-L 3,940 Reputation points Microsoft External Staff Moderator

2026-02-22T05:38:22.9666667+00:00

Hello Karl Kibler!

I’m sorry you’re facing this issue as well.

Could you please try the steps I mentioned in my comment under my answer (the method to clear the CrossDevice cache) and see if that helps?

Also, please note that File Explorer access via Phone Link only exposes internal storage, not SD cards. Make sure your photos are stored under Internal storage > DCIM.

Answer 1

Norah-L 3,940 Microsoft External Staff Moderator

Welcome Mike Standing to the Q&A forum!

From what you shared, you're unable to view photos in File Explorer after reconnecting your phone to his PC via the My Phone app (Phone Link) while it is working fine for texting, calling, and viewing photos inside the app.

Repair or reset My Phone (Phone Link)

Go to Settings > System > System components.
Find the app, open Advanced options, and set Run in background to Always.
Scroll down, choose Terminate, then Repair.
Test the app. If the issue continues, repeat with Terminate > Reset, then reconnect your phone.

Check PC integration settings

Open Settings > Bluetooth & devices > Mobile devices.
Ensure Allow this PC to access your mobile devices is ON.
Under Manage devices, confirm your phone is Enabled and that Show mobile device in File Explorer is ON (important)
Restart File Explorer (Ctrl + Shift + Esc > Task Manager > Windows Explorer > Restart) or reboot your PC after toggling.

Verify phone permissions

On your phone, open the app > tap your profile > App permissions > Photos and videos.
Make sure it’s set to Always allow all, not limited access.

Extra tip: During initial setup, temporarily disable the SIM so the QR link uses Wi‑Fi only.

If the problem continues, try reinstalling the app on both your PC and phone.

Hope this helps. Please let me know if you need more clarification!

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Mike Standing 5 Reputation points

2026-02-10T18:36:14.7133333+00:00

Hello Norah-L,

I followed your instructions above. Still not working. No Photos in the File explorer folder. only issue that I encountered was I was not able to uninstall the Phone link from my PC. I was able to partially uninstall the link to windows from my phone, it uninstalled the last update, but not completely uninstalled the app.

Also right now the PC link appears to be working in every way, but the photos are not being synced to the folder on the PC.
Norah-L 3,940 Reputation points Microsoft External Staff Moderator

2026-02-11T02:16:24.99+00:00
Hi Mike!

Thank you for posting back. Here are a few more steps you can try:

On computer

Clear the LocalState folder for Phone Link using this PowerShell command:

Remove-Item -Path "$env:LOCALAPPDATA\Packages\Microsoft.YourPhone_*\LocalState" -Recurse -Force

On phone:

Android:

Open Settings > Go to Apps (or Apps & notifications, depending on your device).

Find and select Phone Link.

Tap Storage & cache (or Storage) > Choose Clear cache.

iPhone: Reinstalling the app will refresh the cache.

Restart both your PC and phone.

Connect the devices again.

Note: Make sure the app on both devices and Windows are fully updated to the latest version.

If you've done the given steps correctly but the issue continues, you might need OneDrive to sync photos as a workaround.

I'm here if you need further assistance!

Best regards.
Mike Standing 5 Reputation points

2026-02-11T18:33:54.1633333+00:00

Hello Norah,

Ive completed your recommendations above. Question about running the script, do I copy the line of script and paste it into the the app?

I did that.

After completing all the steps. When I go to the Phone Link and click the "Open File Explorer" this is what I get.

when I open the CrossDevice Folder this is what I have. Checked all of the 3 phone folders and had zero items in each folder.

So what can I try now?

Thanks
Norah-L 3,940 Reputation points Microsoft External Staff Moderator

2026-02-12T03:51:21.3066667+00:00
Since this is a public forum, we will hide your personal identifiable information, and I have sent that image of yours containing your personal identifiable information in a private message so we can work together to resolve the issue. Also, please check your private message in case you want to share another screenshot to avoid leaking your PII by click on the Private Message button as show below:

Good day Mike!

Thank you for posting back to let me know how it goes!

Question about running the script, do I copy the line of script and paste it into the the app?

Yes, you did it correctly!

when I open the CrossDevice Folder this is what I have. Checked all of the 3 phone folders and had zero items in each folder.

I see multiple duplicate entries in the last screenshot. Please try removing them by clearing the CrossDevice cache, verifying phone permissions, and then reconnecting the devices.

To be more specific:

1. Clear CrossDevice cache

This removes the broken virtual mounts shown in your screenshot.

Disconnect the phone from the PC

Close File Explorer

Press Win + R and paste: %LOCALAPPDATA%\Microsoft\CrossDevice

Delete all folders inside this directory (do not delete the parent folder)

Restart both the PC and the phone

2. Check permission

Open the app on the phone > Go to App permissions

Set Photos / Media to Allow all / Always allow

Make sure the app is allowed to run in the background

3. Re‑pair cleanly

Follow the official guide here: Setting up photos in the Phone Link

If the issue persists, verify that your photos are stored under Internal storage > DCIM, as File Explorer access via Phone Link only exposes internal storage, not SD cards.

I'm here if you need further support!

Best regards.
Mike Standing 5 Reputation points

2026-02-13T23:13:26.69+00:00

Norah,

I completed all above steps. I'm still experiencing the same issue.

When I was checking permissions on my phone for the Internal storage/DCIM/CAMERA SETTINGS, I noticed that there are 2 cloud accounts that are syncing my photos. Onedrive and Google Drive. Both are up to date on my current photos. Hope that helps.

Also review the Private message I sent with a screen shot of the last Windows powershell that I ran from you script above.
Mike Standing 5 Reputation points

2026-02-16T20:18:01.5633333+00:00

Hi Norah,

Just following up on last question to you.
Mike Standing 5 Reputation points

2026-02-18T20:52:57.86+00:00

Are you still helping me with this issue?
Norah-L 3,940 Reputation points Microsoft External Staff Moderator

2026-02-22T05:28:32.8133333+00:00

Hello Mike!

Sorry for the delayed response due to a public holiday in my country. Thank you for the details, I’m here to continue helping you.

When I was checking permissions on my phone for the Internal storage/DCIM/CAMERA SETTINGS, I noticed that there are 2 cloud accounts that are syncing my photos. Onedrive and Google Drive. Both are up to date on my current photos.

OneDrive and Google Drive syncing typically won’t block DCIM access, but you can try pausing or signing out one of them temporarily then grant permission again to test.

Also review the Private message I sent with a screen shot of the last Windows powershell that I ran from you script above.

Please try running this command in Run (Win + R), not in PowerShell:

%LOCALAPPDATA%\Microsoft\CrossDevice

Then delete all folders inside this directory (do not delete the parent folder) to clear CrossDevice cache

Restart both the PC and the phone.

Please let me know how it goes!

Best regards.
Mike Standing 5 Reputation points

2026-02-25T18:55:10.5266667+00:00

Hello Again Norah, I've completed all above steps again. The Script had an error when I pasted it into Win+R. See Private comment sof snipit.
Norah-L 3,940 Reputation points Microsoft External Staff Moderator

2026-02-26T01:13:27.3833333+00:00

Hi Mike,

Please check the private message. Thank you!
Mike Standing 5 Reputation points

2026-02-26T18:51:00.7466667+00:00

Completed those steps and from the private message. Still not working. Seems like we might be missing something. Maybe we can run down all the basics again? What do you think? Maybe reinstall WIN11?
Norah-L 3,940 Reputation points Microsoft External Staff Moderator

2026-03-01T06:50:38.8133333+00:00

Hello Mike,

Please try performing a repair upgrade (in‑place upgrade) first, as this can help resolve the issue without affecting your files or apps.

For step‑by‑step guidance, refer to: [Article] How to: Perform a Repair Upgrade Using the Windows 11 or Windows 10 ISO file

Link to download official ISO media for Windows 11 from Microsoft: https://www.microsoft.com/en-us/software-download/windows11

Then, try setting it up again from scratch using the steps in Setting up photos in Phone Link

Thank you so much for your patience!

Sincerely.

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Photos are not showing up in File Explorer

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