CompanionLink Support Center

Troubleshooting ADB Mode with Android

Contents

Common Errors

If you receive "Unable to connect to DejaOffice" or "Unable to find an Android device" please follow these steps below to resolve your issue.

1. Restart your Android device. This fixes the issue about 90% of the time.
NOTE: For most phones, press and hold the power button, then tap "Restart".

If restarting doesn't solve the problem, go on to step 2.

2. Make sure USB debugging is enabled on your device.

Enable Android USB Debugging Mode

3. Make sure the correct ADB drivers are installed on your PC.

Download ADB drivers for DejaConnect USB

4. Make sure your PC recognizes your device as an ADB device.

a. Right-click your Computer icon (or My Computer) and choose Manage.
b. In the Computer Management window, click Device Manager in the left window pane.
c. Look for your device's ADB interface in the list. This will be an entry with "ADB" in its name.

ADB devmgr(2).png

NOTE: Usually, the ADB entry will show under the heading "ADB Interface", or "Android Phone" (or similar), but sometimes it will show under the manufacturer name instead (e.g. "Samsung", "HTC", etc).

5. If your device does not appear in Device Manager as an ADB device, please try the following.

a. Disconnect, then Re-connect the device from the PC.
b. Disconnect your device, un-check, then re-check USB debugging (see step 1 above), then re-connect the device to the PC.
c. Change your connection mode. If the device is in MTP mode, switch to PT (Camera Mode).
d. Reboot your device.
e. If this does not solve the issue visit the link below:

DejaConnect - Android ADB interface does not show in Device Manager

If you are on Android version 4.2.2 (Jelly Bean) or newer

Starting in version 4.2.2 of Android, you must agree to allow your computer to access your device in debugging mode. You should say OK to this prompt on the device - and click to always allow connections to your computer. More info here.

Error: Found an Android device, but unable to connect to DejaOffice

This message indicates that CompanionLink was able to communicate with your device and that the proper drivers are installed and working, but DejaOffice is not responding to CompanionLink. Visit the link below to solve this issue.

Advanced Troubleshooting

Disable Antivirus

  1. Verify if the has any antivirus applications running on the PC or Android device that can interfere with the following processes:
    • Adb.exe
    • Companionlink.exe

Installation of the Universal Driver

Make sure no Android device is connected to the PC via USB prior to installing the CompanionLink Universal ADB Driver.

When installing the universal ADB driver if there is a prompt to turn off ADB.exe before the install can continue it may mean one or more of the following.

  1. An Android ADB device driver has previously been installed
  2. More than likely the phone is plugged into the PC

In this situation the ADB process will need to be manually stopped in the Task Manager. If the user follows the system prompts to automatically stop the process, a pc reboot will be required. – Advise user again to disconnect any Android devices that are connected to the PC prior to rebooting the PC. Move to the “Communication Test” section below.

Checking if Device Driver has been Installed

Check the PC’s Device Manager and verify the device shows as a “Composite ADB Interface”. To verify that the driver is installed as a Composite device use the following steps:

  1. Press the Windows key + R on the keyboard
  2. In the run box type in the following, devmgmt.msc
  3. This will open the Device Manager, you will be looking for an Android device

If you do see an Android Composite device, verify the driver signer by doing the following:

  1. Right click on the device in the list and go to Properties
  2. Click on the Driver tab and look the Driver Signer
  3. If it does not say Companion Link Software Inc follow the steps to manually choose the driver by going to the manual install section. If it is signed by Companion Link continue on to the Communication Test.

If you do not see this listed as a composite device please complete the following:

  1. Make sure that device is plugged in and has USB Debugging enabled
  2. Verify that the Universal Driver has been installed and supports that device
  3. Check to see if the device is being shown under the Other Devices listing. If it shows under this listing please complete the steps to Manually Install the Driver.

Communication Test

  1. Verify USB Debugging is enabled on the Android device and Connect to the PC Via USB Cable.
  2. Click the Start menu.
  3. Click Run.
  4. Type in CMD and hit enter.
  5. Type in the following including the quotations,
    • cd "c:\program files\companionlink\android" ( 32 bit system )
    • cd "c:\program files (x86)\companionlink\android" ( 64bit system )
  6. In the command window type in the following string:
    • adb devices
    • Click Enter.

At this point you should see either a numeric or an alpha-numeric serial number and to the right of that it should say device. If you see the device serial number then you should be ok to sync.

Manually Installing the Universal Driver

  1. Right click the device in the device manager and choose “Update Driver Software”
  2. Click on “Browse my computer for driver software"
  3. Click on the option to “Let me pick from a list of device drivers on my computer”
  4. You may see one of 2 screens after this, please pick the closest option below and follow those instructions.
    • You see a screen asking you what kind of device you want to install a driver for, choose All Devices and then in the next screen click “Have Disk…”. Navigate to the following location:
    1. C:\Program Files\DejaConnect\
    2. C:\Program Files (x86)\DejaConnect\

You should see a file called android_winusb.inf, double click this and it will start the install process.

    • You see a window with a list of Models and there is an option for Android Composite ADB Interface*. Double click on the Composite Interface and it will start to install.
  1. The device should install and display a dialog indicating an Android Composite ADB Interface has been installed.
    • If the prompt does not show up, it may be there are other drivers that are interfering with ours and they may need to be uninstalled.

If installing an Amazon Kindle device driver select the “USB Composite Interface”

The Barnes and Noble Nook device is not able to sync via DejaConnect USB due to USB Debugging not being able to be enabled