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Common Issues & Solutions

Troubleshooting guides for frequently encountered problems

Troubleshooting

Find solutions to the most frequently encountered problems with Aiseesoft products. If you can't find your issue here, please contact our support team for further assistance.

Device Connection Problems

Device Not Detected by Software

Possible solutions:

  • Check that your USB cable is working (try a different cable or port)
  • Ensure your device is unlocked and on the home screen
  • For iOS: Trust the computer when prompted on your device
  • For Android: Enable USB debugging in developer options
  • Restart both your device and computer
  • Update the software to the latest version
  • Install or update device drivers (Windows: check Device Manager)
Pro Tip: For Windows 11 users, try connecting to a USB 2.0 port if you're having issues with USB 3.0 ports.

Connection Drops During Operation

Possible solutions:

  • Use a direct USB connection (avoid USB hubs)
  • Ensure your device has sufficient battery (at least 50%)
  • Disable any power-saving modes on your computer
  • For iOS: Disable "Auto-Lock" temporarily in Settings
  • For Android: Turn off "USB debugging timeout" in developer options
  • Try a different USB cable (preferably the original cable from your device manufacturer)

Data Transfer Failures

Transfer Stalls or Freezes

Possible solutions:

  • Close other applications that may be using USB resources
  • Reduce the number of files being transferred in one batch
  • Check for large files (over 4GB) that might be causing issues
  • Verify that the target location has enough free space
  • For iOS: Ensure you're using the latest version of iTunes
  • For Android: Check that MTP mode is enabled

Transferred Files Are Corrupted or Unreadable

Possible solutions:

  • Verify file integrity before transfer if possible
  • Ensure both source and destination devices have stable power
  • Try transferring the problematic files individually
  • Update the software to the latest version
  • Check if the file format is supported by the destination device
  • For media files: Verify that the files aren't copy-protected

License Activation Issues

Invalid License Key Error

Possible solutions:

  • Double-check that you're entering the key correctly (case-sensitive)
  • Ensure there are no extra spaces before or after the key
  • Verify you're using the correct key for the specific product
  • Check that your license hasn't expired (for subscription licenses)
  • Confirm you're using the key on the correct number of devices
  • Copy-paste the key directly from your purchase confirmation email

Activation Server Unreachable

Possible solutions:

  • Check your internet connection and try again
  • Temporarily disable firewall or antivirus software that might block the connection
  • Ensure your network allows connections to aiseesoft.com
  • Try activating at a different time (server might be temporarily down)
  • Contact support for manual activation if online activation fails

Data Recovery Problems

No Lost Data Found During Scan

Possible solutions:

  • Try a deep scan instead of a quick scan
  • Check if the data was overwritten by new files (reduces recovery chances)
  • For iOS: Try recovery from an iTunes or iCloud backup instead
  • For Android: Root your device (may enable deeper scan capabilities)
  • Ensure you're scanning the correct storage location
  • Check if the files were stored on an SD card that's now removed

Recovered Photos/Videos Are Corrupted

Possible solutions:

  • These files may have been partially overwritten before recovery
  • Try a different recovery mode (e.g., from backup instead of direct device)
  • Use the "Raw Recovery" feature if available for your product
  • For photos: Try third-party photo repair software on the recovered files
  • Recover to a different storage location than the source

Slow Performance

Software Runs Very Slowly

Possible solutions:

  • Close other applications to free up system resources
  • Ensure your computer meets the minimum system requirements
  • Free up disk space (at least 10GB of free space recommended)
  • Update your operating system to the latest version
  • Run a disk cleanup and defragmentation (Windows)
  • Restart your computer and try again

Slow Firmware Download

Possible solutions:

  • Check your internet connection speed
  • Pause other downloads while firmware is downloading
  • Try downloading at a different time (less network congestion)
  • For iOS: Ensure you're not using a VPN that might slow the connection
  • Restart your router and try again

Software Crashes

Software Crashes During Operation

Possible solutions:

  • Update to the latest version of the software
  • Run the software as Administrator (Windows) or with elevated privileges (macOS)
  • Check for and install operating system updates
  • Reinstall the software after completely uninstalling it
  • For Windows: Update your .NET Framework installation
  • For macOS: Ensure you're using a compatible macOS version
  • Reduce the amount of data being processed in one operation

Contact Support

Still Having Issues?

If you've tried the solutions above and are still experiencing problems, our support team is ready to help. Please provide the following information when contacting us:

Required Information

  • Product name and version number
  • Operating system (Windows/macOS version)
  • Device model and OS version
  • Detailed description of the issue
  • Error messages (if any)
  • Steps to reproduce the issue

Contact Methods

  • Email:

    contact@topsreviews.com