My phone isn't showing up at all in DoubleTwist?

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I've tried all the basic troubleshooting, but for some reason I can't get my computer/DoubleTwist to recognize my phone. I can't find the wifi number to input, I can't get DoubleTwist to do anything.

DoubleTwist sounds like a great program, but if it doesn't work for me, I'm going to have to use a different service.

I have a Samsung Galaxy S II Epic 4g Touch. I have a Lenovo PC running Windows 7. I am attempting to connect through USB. My phone displays as charging, so there is a connection. I have tried different USB ports.

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Henry Kwan (Official Rep) March 01, 2012 01:10

Hello,

Can you verify that the phone is properly mounted as a USB device on your computer?

From the home screen, go to Menu > Settings > Applications and then enable USB Debugging. Return to the home screen.

Connect your phone to your computer via the USB cable.

Pull down the status/notification bar (aka "window shade) and tap on "Connect USB storage".

The phone should now appear on your desktop and be assigned a drive letter. Once it's in that mode, you can launch the doubleTwist desktop application and it should see your Android device and be able to sync with it.

You can also try using the "Auto USB drive" option in doubleTwist Settings if you can not enable the USB Mass Storage option on your device.

Thanks,
Henry

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Hello, Can you verify that the phone is properly mounted as a USB device on your computer? From the home screen, go to Menu > Settings > Applications and then enable USB Debugging. Return to the home screen. Connect your phone to your computer via the USB cable. Pull down the status/notification bar (aka "window shade) and tap on "Connect USB storage". The phone should now appear on your desktop and be assigned a drive letter. Once it's in that mode, you can launch the doubleTwist desktop application and it should see your Android device and be able to sync with it. You can also try using the "Auto USB drive" option in doubleTwist Settings if you can not enable the USB Mass Storage option on your device. Thanks, Henry

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Ben Pröut June 07, 2012 13:29

I am having the same problem with my MacBook and I was wondering if you could help me too? My laptop recently crashed and it won't recognize my phone at all and I still have all of my photos, pictures, etc. on my phone. However, I was wondering is there a way to go backwards and transfer everything from my phone to my laptop? Thanks!

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- Henry Kwan (Official Rep) June 07, 2012 22:31
  
  Hello Ben,
  
  What device are you using? What version of Android is it running?
  
  Thanks,
  Henry
  
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- Ben Pröut June 16, 2012 12:29
  
  I am using the Samsung Galaxy SIII (gingerbread), and my laptop is a Macbook Pro with Lion.
  
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- Henry Kwan (Official Rep) June 17, 2012 06:23
  
  Hello,
  
  Are you using a Galaxy S2 or S3? The S3 is Android 4 (ICS) only while the S2 can be Android 2.3 (GB) or Android 4 (ICS).
  
  If you are using a S2 with GB then you can use either USB Mass Storage mode or AirSync to import media from your phone to your Mac.
  
  Here's how to set the S2 (GB) to USB Mass Storage mode.
  
  1. From the home screen, go to Menu > Settings > Applications and then enable USB Debugging.
  2. Return to the home screen.
  3. Connect your phone to your computer via the USB cable.
  4. Pull down the status/notification bar (aka "window shade") and tap on "Connect USB storage".
  
  Then once your S2 is recognized by doubleTwist, click on the device and then select on each tab: "Import new music from device", "Import new videos from device", "Import new photos from device"
  
  Then upon the next sync, all of those items will be imported from your Android device to your Mac.
  
  This is also true for AirSync. You just have to pair your device with your Mac first.
  
  http://www.doubletwist.com/help/quest...
  
  Thanks,
  Henry
  
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- Ben Pröut June 17, 2012 21:44
  
  Hi Henry,
  
  Sorry I meant SII, I tried what you said but still nothing is showing up on my phone. Do you think it has to do with my phone already having DoubleTwist and being synced with my old hard drive and not recognizing the new one? Do you think that I will have to reset my DoubleTwist on my phone, so it has a fresh start? Or do you think that Airsync would work? Thanks for all of your help, I'm super grateful! ~Ben
  
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- Henry Kwan (Official Rep) June 18, 2012 19:46
  
  Hello Ben,
  
  When you connect the GS2 to your Mac and set USB Mass Storage mode, does your Mac see it as a USB disk drive and mount it as a volume? If you have a SD card in your GS2, it should show up as two volumes, internal storage and external memory card.
  
  Thanks,
  Henry
  
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- Ben Pröut June 19, 2012 00:23
  
  Sorry to keep bothering you. To answer your question no I do not have an inter SD card in my phone. When I connect my phone my laptop doesn't recognize that anything is there and all my phone does is charge.
  
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- Henry Kwan (Official Rep) June 19, 2012 20:33
  
  Hello,
  
  Please try these steps.
  
  Here's how to set the S2 (GB) to USB Mass Storage mode.
  
  1. From the home screen, go to Menu > Settings > Applications and then enable USB Debugging.
  2. Return to the home screen.
  3. Connect your phone to your computer via the USB cable.
  4. Pull down the status/notification bar (aka "window shade") and tap on "Connect USB storage".
  
  This sets your Android device to look like a USB drive so it appears on your desktop. Once it's in that mode, you can launch the doubleTwist desktop application and it should see your Android device and be able to sync with it.
  
  Thanks,
  Henry
  
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I am having the same problem with my MacBook and I was wondering if you could help me too? My laptop recently crashed and it won't recognize my phone at all and I still have all of my photos, pictures, etc. on my phone. However, I was wondering is there a way to go backwards and transfer everything from my phone to my laptop? Thanks!

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edwin jan oliveros June 11, 2012 09:06

i cant seem to sync my S3 through airsync ive tried all the troubleshooting guides

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- Henry Kwan (Official Rep) June 11, 2012 19:05
  
  Hello Edwin,
  
  What operating system are you using? Windows 7? Vista?
  
  Are you able to ping your GS3 from your PC?
  
  http://www.doubletwist.com/help/quest...
  
  Thanks,
  Henry
  
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- Jaime Wright September 22, 2012 16:50
  
  Henry, I've went thru the steps in the link you've posted here. My computer (Dell M1330 XPS running Vista) was able to ping my phone successfully (phone: Nexus S 4G). Nothing works. I have manually connected my phone via USB (and my computer recognizes it), but I have no luck in getting my phone to appear under the "devices" section of double twist. My phone does have all my tracks, but none of the playlists are synching, etc.
  
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- Henry Kwan (Official Rep) September 25, 2012 00:02
  
  Hello,
  
  That's odd. Usually if you can ping your phone, one of the troubleshooting steps will be able to restore AirSync functionality.
  
  Perhaps there will be more information on the application logs.
  
  Please send them to us using these steps:
  
  1. Make sure that you are running the latest doubleTwist application for both Android and computer
  2. Launch the doubleTwist computer app while holding down the Shift key (this will enable the Debug menu)
  3. Please make sure that the "Log Sync progress" and "Log AirSync activity" options are enabled in the Debug menu
  4. Attempt to pair your device with your computer. Disable/enable AirSync on your Nexus. Perform a "Refresh devices" on your PC.
  5. Then select "Send Log..." from the Debug menu
  6. Please include your email and "GS: Issue 20120924a" in the "Additional Information:" field
  7. On your Android device, go into doubleTwist Settings
  8. Scroll down to "Send Log Files", use "GS: Issue 20120924a" in the description text, tap "Send Logs" to email the logs to us.
  
  Thanks,
  Henry
  
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- Jaime Wright September 26, 2012 17:39
  
  I actually sent in log from phone and computer and got some advice from DT team that helped me to resolve the problem. It involved uninstalling/reinstalling DT on my computer. Before I uninstalled I also allowed DT as a program on my firewall "ok list." After re-installing I hooked up thru USB and after that AirSync worked just fine.
  
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- Jaime Wright September 26, 2012 18:57
  
  My only complaint at this point is how insidious the Snap.do add on is. Changes all your home pages on all your browsers. Also, adding Snap.do should be an "option" not the standard when installing.
  
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- Henry Kwan (Official Rep) September 27, 2012 01:31
  
  Hello,
  
  Thanks for the feedback. We appreciate it.
  
  We are always evaluating the OpenCandy suggested apps so I will forward your comments to the product manager for consideration.
  
  Thanks,
  Henry
  
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i cant seem to sync my S3 through airsync ive tried all the troubleshooting guides

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Charlie Kingsmill July 09, 2012 14:49

Hi, I'm using the HTC One V and having exactly the same problem. Have turned my device into a mass storage device, and can find it through my computer, but is not showing up at all in DoubleTwist. I do have an SD card plugged into it. Neither shows up. Please advise.

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- Henry Kwan (Official Rep) July 09, 2012 20:32
  
  Hello,
  
  Did Windows assign your One V a drive letter?
  
  Please run the doubleTwist computer app in debug mode to send us a debug package. To do this, please hold down SHIFT and open the application. A new menu, Debug, should now appear next to the Help menu. Please make sure that the "Log Sync progress" option in the Debug menu is enabled.
  
  Wait one minute for the startup scan to complete. Make sure your One V is connected and seen by Windows as a drive letter.
  
  Then select "Send Log..." from the Debug menu and please include your email and the URL of this support topic in the "Additional Information:" field.
  
  support.doubletwist.com/doubletwist/topics/my_phone_isnt_showing_up_at_all_in_doubletwist#reply_9395035
  
  Thanks,
  Henry
  
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- Ben Pröut July 27, 2012 00:36
  
  Hey Henry,
  So I have tried everything you have suggested and my phone still isn't showing up at all? Any other suggestions thanks!
  Ben
  
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- Henry Kwan (Official Rep) July 27, 2012 01:55
  
  Hello Ben,
  
  You're using a GS3, right?
  
  Are you trying to use AirSync?
  
  http://www.doubletwist.com/help/quest...
  
  Are you able to ping your GS3 from your computer?
  
  Thanks,
  Henry
  
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- Ben Pröut July 29, 2012 19:27
  
  Sorry, no I am using a SII and trying to sync it with my USB but I have tried debugging and nothing is working.
  
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- Henry Kwan (Official Rep) July 30, 2012 21:10
  
  Hello Ben,
  
  Which model GS2 are you using? Is it a GT-i9100 or a US variant such as the SPH-D710?
  
  If you are using the GT-i9100, here are the steps to mount the device in USB Mass Storage mode.
  
  For Android 2.3:
  
  1. From the home screen, go to Menu > Settings > Applications > Development and then enable USB Debugging.
  2. Return to the home screen.
  3. Connect your phone to your computer via the USB cable.
  4. Pull down the status/notification bar (aka "window shade") and tap on "Connect USB storage".
  
  For Android 4.0:
  
  1. Go into Android Settings
  2. Select "More..." under Wireless and network
  3. Select "USB utilities"
  4. Tap on "Connect storage to PC"
  5. Connect the GS2 to your computer
  6. Tap on "Turn on USB storage"
  
  Thanks,
  Henry
  
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- Christopher Hearn December 15, 2012 08:37
  
  I'm using the D710, how do I sync with this device? I tried both of your steps above and neither apply to my D710 running ICS.
  
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- Henry Kwan (Official Rep) December 18, 2012 02:14
  
  Hello,
  
  Unfortunately, the D710 running ICS only has USB MTP mode, which doubleTwist was not designed for as it expects USB Mass Storage (MSC) mode.
  
  We are currently working on adding support for USB MTP support to doubleTwist. We hope to have a beta version of doubleTwist for Windows with MTP support for certain devices available within the next couple of months.
  
  In the meantime, you can use AirSync to sync with USB MTP only devices such as the Galaxy S3 and Android tablets.
  
  Here are some quickstart guides to AirSync.
  
  http://www.doubletwist.com/help/quest...
  
  http://www.doubletwist.com/help/quest...
  
  Thanks,
  Henry
  
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- Christopher Hearn December 18, 2012 04:37
  
  Thanks, but I don't think I'll spend $5 just to sync over the air. Especially, when their is an app to do that for free.
  
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Hi, I'm using the HTC One V and having exactly the same problem. Have turned my device into a mass storage device, and can find it through my computer, but is not showing up at all in DoubleTwist. I do have an SD card plugged into it. Neither shows up. Please advise.

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Brandon B. Chambers August 05, 2012 14:55

I have a Motorola Atrix HD from AT&T. I'm not getting the phone to be recognized by my computer also. I have switched the phone to USB Mass Storage. I have also downloaded doubleTwist on both the phone and computer. When I plug the USB cable my computer assigns a letter drive (but does not list my phone as the device). DoubleTwist doesn't recognize the phone at all? Can you please give me some help?

Thank you

BC

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- Henry Kwan (Official Rep) August 06, 2012 21:52
  
  Hello Brandon,
  
  Some users have run into issues with bad fonts or a VPN encryption. We can analyze your application log for further details.
  
  Please run the doubleTwist computer app in debug mode to send us a debug package. To do this, please hold down SHIFT and open the application. A new menu, Debug, should now appear next to the Help menu. Please make sure that the "Log Sync progress" option in the Debug menu is enabled.
  
  Wait one minute for the startup scan to complete. Make sure your Atrix HD is connected, got assigned a drive letter, and you can see the contents of the device from Windows.
  
  Then select "Send Log..." from the Debug menu and please include your email and the URL of this support topic in the "Additional Information:" field.
  
  support.doubletwist.com/doubletwist/topics/my_phone_isnt_showing_up_at_all_in_doubletwist#reply_9660900
  
  Thanks,
  Henry
  
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What's the status of this question?

I have a Motorola Atrix HD from AT&T. I'm not getting the phone to be recognized by my computer also. I have switched the phone to USB Mass Storage. I have also downloaded doubleTwist on both the phone and computer. When I plug the USB cable my computer assigns a letter drive (but does not list my phone as the device). DoubleTwist doesn't recognize the phone at all? Can you please give me some help? Thank you BC

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gerry erlam August 17, 2012 17:08

like everyone else. My HP notebook running windows 7 will not find my GNex. What to do, What to do...thanks

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- Henry Kwan (Official Rep) August 17, 2012 23:55
  
  Hello,
  
  The Galaxy Nexus only has USB MTP mode, which doubleTwist was not designed for as it expects USB Mass Storage (MSC) mode.
  
  We are currently working on adding support for USB MTP support to doubleTwist. We hope to have a beta version of doubleTwist for Windows with MTP support for Android 4.04 available within the next few weeks.
  
  In the meantime, you can use AirSync to sync with USB MTP only devices such as the Galaxy Nexus and Android tablets.
  
  Here is a quickstart guide to AirSync.
  
  http://www.doubletwist.com/help/quest...
  
  Thanks,
  Henry
  
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like everyone else. My HP notebook running windows 7 will not find my GNex. What to do, What to do...thanks

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andy riegert September 06, 2012 15:54

i have the samsung galaxy III and my phone will not connect to doubletwist, all it does is charge. i have doubletwist downloaded both on my computer and phone, but the device will not show up.

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- Henry Kwan (Official Rep) September 07, 2012 00:22
  
  Hello,
  
  The Galaxy S3 only has USB MTP mode, which doubleTwist was not designed for as it expects USB Mass Storage (MSC) mode.
  
  We are currently working on adding support for USB MTP support to doubleTwist. We hope to have a beta version of doubleTwist for Windows with MTP support for certain devices available within the next few weeks.
  
  Thanks,
  Henry
  
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- Darith April September 25, 2012 01:03
  
  You have to use Double Twist Air for the s3 phones - it's wireless.
  
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What's the status of this question?

i have the samsung galaxy III and my phone will not connect to doubletwist, all it does is charge. i have doubletwist downloaded both on my computer and phone, but the device will not show up.

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ajy360 October 03, 2012 19:49

my droid razr m is doing the same thing and it has a usb mass storage device choice

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- Henry Kwan (Official Rep) October 04, 2012 00:55
  
  Hello,
  
  Is your Razr M being seen by your PC as a USB disk drive?
  
  1. Razr M is being assigned a drive letter
  2. Contents of the Razr M can be browsed from your PC
  
  If both are true and doubleTwist still isn't see the device, please run the doubleTwist computer app in debug mode to send us a debug package. To do this, please hold down SHIFT and open the application. A new menu, Debug, should now appear next to the Help menu. Please make sure that the "Log Sync progress" option in the Debug menu is enabled.
  
  Wait one minute for the startup scan to complete.
  
  Then select "Send Log..." from the Debug menu and please include your email and the URL of this support topic in the "Additional Information:" field.
  
  support.doubletwist.com/doubletwist/topics/my_phone_isnt_showing_up_at_all_in_doubletwist#reply_10213125
  
  Thanks,
  Henry
  
  Disclaimer: For anyone else reading this support topic, please do not reuse this reference in emails to support. Please create a new support topic for your question.
  
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my droid razr m is doing the same thing and it has a usb mass storage device choice

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Simon Webb October 27, 2012 01:15

Hi I have the same problem with my Driod RAZR from Motorola running with a macbook pro it wont show up at all.
Any tips?

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- Henry Kwan (Official Rep) October 29, 2012 23:00
  
  Hello,
  
  Here is a Verizon help page on how to set the Razr to USB Mass Storage mode.
  
  http://support.verizonwireless.com/cl...
  
  You may want to try another cable also.
  
  Thanks,
  Henry
  
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- Jeremy DiCalogero December 09, 2012 04:36
  
  Even when I enabled MTP like the page said to, nothing pops up in doubletwist as the device
  
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- Jeremy DiCalogero December 09, 2012 04:41
  
  what other cable would be tried...
  
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- Lee Jaffe December 09, 2012 06:50
  
  Also trying to connect a Droid Razr via USB to doubleTwist on a Mac (Mini 10.75). I have installed the drivers and I can use the Razr as a mass-storage device via Android File Transfer. Found out that the cable is crucial; only a data cable Motorola supplies works. But once that was solved, the connection works. It have the Droid set up for USB computer connection as a Media device (MTP). As I said, I can transfer files using AFT app but doubleTwist can't see the Droid. Not much in the way of settings or info about how to do this that I could find.
  
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- Jeremy DiCalogero December 09, 2012 15:21
  
  I dont think my motoroal razr M shows up as a drive at all on my mac for somereason
  
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- Henry Kwan (Official Rep) December 11, 2012 01:20
  
  Hello,
  
  Are you using Android 4.1 (Jellybean) on your Razr? We've had reports that Motorola removed USB Mass Storage mode from the Razr after the 4.1 update, leaving only USB MTP mode, which the Mac does not recognize without additional software. In addition, doubleTwist was not designed for USB MTP as it expects USB Mass Storage (MSC) mode.
  
  We are working on adding USB MTP support to doubleTwist for OSX but it will take some time because the Mac does not have native USB MTP support.
  
  In the meantime, you can use AirSync to sync with USB MTP only devices such as the Galaxy S3 and Android tablets.
  
  Here is a quick start guide to AirSync on the Mac:
  
  http://www.doubletwist.com/help/quest...
  
  Thanks,
  Henry
  
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What's the status of this question?

Hi I have the same problem with my Driod RAZR from Motorola running with a macbook pro it wont show up at all. Any tips?

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Austin Shalit April 11, 2013 01:56

I have been using DoubleTwist with no problem for ages. Now my phone (Droid Infuse) doesn't show up when it is connected to the USB with Mass Storage enabled! I just bought the air sync but it wont work. Since my device doesn't show up I right click the 'device' section and press add airsync device. It just keeps loading and loading. I have it enabled on my phone and I have the code ready. It just wont work. What do I do?

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- Henry Kwan (Official Rep) April 11, 2013 02:13
  
  Hello,
  
  When you connect your Infuse to your PC,
  
  1. Does your PC assign the Infuse a drive letter? (Or letters if both storage locations appear.)
  2. Are you able to browse the contents of your Infuse from the PC?
  
  Also, if you look inside the .doubleTwist folders, do you see any "hiddenVolume" files inside either storage location?
  
  As for AirSync, have you try these AirSync troubleshooting steps?
  
  http://www.doubletwist.com/help/quest...
  
  Step #3 (disable, enable AirSync) resolves the issue for many users.
  
  Rebooting all of the devices in the network has also been successful for users. Other users have also reported a full reset of doubleTwist Player has worked for them.
  
  http://www.doubletwist.com/help/quest...
  
  Thanks,
  Henry
  
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What's the status of this question?

I have been using DoubleTwist with no problem for ages. Now my phone (Droid Infuse) doesn't show up when it is connected to the USB with Mass Storage enabled! I just bought the air sync but it wont work. Since my device doesn't show up I right click the 'device' section and press add airsync device. It just keeps loading and loading. I have it enabled on my phone and I have the code ready. It just wont work. What do I do?

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Saxon Julian April 17, 2013 02:59

Hello. I have been having similar problems to the users above, especially Austin Shalit. I have a Droid Razr and have been using DoubleTwist for quite some time. Unfortunately, I have been unable to get my device to be recognized by the DoubleTwist program. I have mass storage on and I have an SD card as well. My device and sd card are both assigned drive letters, but will simply not show up on the DoubleTwist program. I have tried to manually add the device by using the device IP, but no luck there either.

Any help is appreciated, thanks.

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good answer! good answer! (undo)
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- Henry Kwan (Official Rep) April 18, 2013 00:05
  
  Hello,
  
  If your device is being assigned drive letters and you are able to access them from your PC when connected but it isn't appearing in doubleTwist, your system might have a corrupt font.
  
  The other possibility is that the "hiddenVolume" file was incorrectly written to both storage locations. Please check the ".doubleTwist" folders to verify that only one of the folders has a "hiddenVolume" folder. If both of them do, please disconnect your device and perform a full reset of doubleTwist Player.
  
  http://www.doubletwist.com/help/quest...
  
  If only one of the folders has a "hiddenVolume" file, we will have to analyze your application logs.
  
  Please run the doubleTwist computer app in debug mode to send us a debug package. To do this, please hold down SHIFT and open the application. A new menu, Debug, should now appear next to the Help menu. Please make sure that the "Log Sync progress" option in the Debug menu is enabled.
  
  Wait one minute for the startup scan to complete.
  
  Then select "Send Log..." from the Debug menu and please include your email and the URL of this support topic in the "Additional Information:" field.
  
  support.doubletwist.com/doubletwist/topics/my_phone_isnt_showing_up_at_all_in_doubletwist#reply_11830641
  
  Thanks,
  Henry
  
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- Saxon Julian April 18, 2013 02:32
  
  Thank you! I found my problem was that I had two "hiddenVolume" files in my .doubletwist folders. I greatly appreciate the help!
  
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Hello. I have been having similar problems to the users above, especially Austin Shalit. I have a Droid Razr and have been using DoubleTwist for quite some time. Unfortunately, I have been unable to get my device to be recognized by the DoubleTwist program. I have mass storage on and I have an SD card as well. My device and sd card are both assigned drive letters, but will simply not show up on the DoubleTwist program. I have tried to manually add the device by using the device IP, but no luck there either. Any help is appreciated, thanks.

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