Troubleshooting Direct USB (Mass Storage mode) with Android - Nothing happens when I press sync in DejaOffice

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Important: Due to Android Storage changes required by the Play Store, if you are using Android OS 11 (or after November 1st, 2021) you will need CompanionLink build 9040 or higher to sync vUSB. Click Here for more info.

For iPhone USB troubleshooting Click Here.

If you haven't already done so, please refer to our setup guide to ensure you are following the proper steps to begin a sync. Then, if the sync still does not engage when you tap Sync within DejaOffice, please check each of the following steps.

NOTE: This troubleshooting guide is for Mass Storage Mode USB Sync. If you are using ADB Mode, please see the Troubleshooting guide for DejaConnect USB.

Things to Check First:

  • Try a different Cable. Cables wear out and are often the source of connection issues.
  • Try a different Port. The port can also be the issue, try a different one.
  • Check the File Explorer to make sure the Phone is visible with folders.
  • Connect the Phone directly to the PC, do not use a USB Hub.


Make sure that the DejaOffice database is stored on the Internal Storage

DejaOffice has the ability to store your database on Local Storage rather than the phone's Emulated Storage. This can sometimes cause issues with USB syncing.

  1. Open DejaOffice on the phone.
  2. Tap Settings.
  3. Select Logging and Support Settings.
  4. Locate Database Storage Location and ensure "Local Storage (New)" is selected.


If this was set to Emulated Storage, after changing, return to the main of DejaOffice, and tap Exit. Now try the sync again.


Check the USB Connection Mode

Android USB Mode Display

Recent Android versions should default to File Transfer Mode automatically when connected to your PC. If not, swipe down notifications on the phone and look for a line that says "Android System" followed by the USB connection mode or simply the USB connection mode, such as "Charging this device via USB" tap the notification. Ensure this is set to File Transfer, or File Transfer Mode.

You may be prompted with a message that says "Allow access to device data" when you plug in your phone. Tap "Allow" on this message to sync if you see it; this ensures you're using the correct USB connection mode.

If you aren't prompted with "Allow access to device data," pull down the overlay menu by dragging your finger from the top of the screen down, then locate a message that says "Connected as charging" or "USB charging." Tap that, then look at your options -- you want to select either File Transfer or Media Transfer. Once you do that, wait about 30 seconds and the sync should start on the PC.

  • Note: For some Android users, the USB connection mode must be changed before every sync because the connection mode defaults to "Charge Only."


Make Sure CompanionLink is Running on the PC

CompanionLink must be running on the PC when you tap sync within DejaOffice. Make sure CompanionLink is running in the Windows System Tray (usually in the bottom right corner of your screen, near the clock). You can also try and initiate a sync with CompanionLink open in the foreground.

CompanionLink Tray Icon


Start the Sync from the Device

For Direct USB, the sync must always be started on the device and never on the PC. Starting the sync on the PC will result in a message with instructions to start the sync on the device.

  • Note: If you are seeing a message to Disconnect the Cable and start the sync, ensure in the DejaOffice Settings > Sync Settings > that "Manual Sync Mode" is not checked.


Make sure your phone is visible in the File Explorer

Be sure your phone is connected with the correct USB connection type before proceeding.

  1. Connect your device to the PC, open DejaOffice, and tap the Sync icon.
  2. Wait for the message "Press OK when the PC sync is complete".
  3. At this point, synchronization should begin on the PC. If not, continue to the next step.
  4. Check "Computer" or "My Computer" to see if DejaOffice has mounted your device - look for a drive labeled "Removable Disk" or the name/model number of your phone. If there are no removable drives that contain a folder named "clusb", Windows is most likely not automatically mounting your device.


Unplug the Phone When the Sync Completes

It is recommended that after every sync, you unplug your phone before running another sync or checking the data. If you need to charge your phone after a sync, unplug the phone, click "File" then "Exit" on CompanionLink, and then plug it back in to charge.

Check your hardware

Try the sync with a different USB cable or USB port. If connecting to a USB hub, unplug the cable from the hub and plug it into the computer directly. Unplug any other USB drives. Try the sync after each of these steps.

Disable anti-virus

In some cases, anti-virus software can prevent CompanionLink from accessing the removable memory on your device. Please disable your anti-virus software and try again.

Contact Support

If you are still unable to initiate a sync, please contact tech support. You may also want to try synchronizing using a different sync method, such as local Wi-Fi sync.

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