Frequently Asked Questions

General information

PhoneRescue (Android) FAQ

iMobie Support Team is here to provide solutions, tips and helpful information when you need it most. And if you have any questions or problems, we're here to help. All you request will be answered within 24 hours.

Part 1. Why the scanned personal data shows as dots?

You may meet the situation that the scanned personal data (contacts, messages, etc.) is covered by some dots. This is because that it’s the free trail. Once you upgrade to the purchased version, you can preview & recover all of them.

Part 2. How to activate PhoneRescue for Android?

The trial version of PhoneRescue for Android supports to scan and preview your lost data. But if you want to recover your lost data back to device and computer, you need to activate PhoneRescue for Android with the license code (product key). Please follow the instruction below to activate PhoneRescue for Android.

1. Launch PhoneRescue for Android on your Windows/Mac computer and then click the Shopping Cart icon on the upper left corner.

2. Copy the license code (product key) and paste it on the activation area. Then, please click “Activate” button. Meanwhile, please make sure the Internet connection is stable while registering.

3. Once PhoneRescue for Android has been registered successfully, the interface below will display.

Part 3. How to update PhoneRescue for Android?

We provide two ways for users to update PhoneRescue for Android to the latest version. One is to click “Check for Updates” from PhoneRescue for Android directly.

The other one is to download the latest version of PhoneRescue for Android from our official website directly:

https://www.imobie.com/phonerescue/download.htm?sys=android&dl-1=

Part 4. How to switch language in PhoneRescue for Android?

At present, PhoneRescue for Android supports 7 languages (English, Japanese, German, French, Spanish, Arabic and Simplified Chinese). Please refer to the following detailed instructions to choose your preferred language:

For Mac version:

Open PhoneRescue for Android > Click the Menu tab on the upper left of the screen > Click Choose Language > Choose your preferred language > Click Getting Started.

For Windows:

Open PhoneRescue for Android > Click the Menu tab on the upper right of the screen > Click Choose Language > Choose your preferred language > Click Save.

Part 5. What kind of data can be recovered to device?

Currently, Deep Scan function of PhoneRescue for Android can help you recover Contacts, Call Logs, Messages, Calendar back to both device and computer. The rest of data (Photos, Music, Videos, App Documents, WhatsApp, Line) can only be recovered to computer.

Part 6. Why the scanned data shows in red on PhoneRescue for Android?

On PhoneRescue for Android, the scanned personal data (messages, contacts, etc.) may show in red. It means the data is deleted or lost. But do not worry. PhoneRescue for Android can help you recover the data back to both Android device and computer.

Part 7. What is the difference between Quick Scan and Deep Scan function?

Quick Scan function helps you scan and transfer the existed data from device to computer. Deep Scan function helps you scan and recover lost data to device or computer based on your Android device has been rooted.

Part 8. What to do when I can’t open PhoneRescue for Android on Mac?

Currently, PhoneRescue for Android can be used on Mac OS 10.8 and higher.

If the OS version of your Mac is before 10.8.0, you may fail to open PhoneRescue for Android on your Mac. In that condition, please upgrade it to use our product normally. Or you can download & install PhoneRescue for Android on your family or friend's computer to give it a new try.

If your OS version is compatible with PhoneRescue for Android, considering this rare issue, please kindly provide us with Log file to our Support Team directly for further analysis. Please find error log and send it as attachment via email to us from this path:

Mac: /Users/Your computer name/Library/Application Support/com.imobie.PhoneRescue-for-Android /PhoneRescue for Android /LogsFolder

Part 9. What to do if PhoneRescue for Android fails to detect my Android device after I plug it in?

For most occasions, PhoneRescue for Android can detect your Android device automatically once your device is connected to computer. But if you find that PhoneRescue for Android fails to recognize your Android device after a long time, please refer to troubleshooting steps below:

1. Please download the latest version of PhoneRescue for Android from the link below:

https://www.imobie.com/phonerescue/download-2018.htm

2. Please check if you have enabled USB debugging option in Settings.

3. Please check whether your USB cable is loose. If so, please reconnect it. If your USB cable is broken, please give new one a try.

4. Please make sure that your Android device can be detected by your computer.

5. Check whether you have the latest version of USB Driver and ADB Driver on your computer and device. If not, download and update them from Android official website.

If problem persists, please contact our Support Team for further diagnosis.

Part 10. How to launch Developer options on Android device?

The developer options will not display if you just get a new phone or you clear your device data. Please follow the detailed instruction below to launch Developer options on your Android device (take SAMSUNG as an example):

1. Open Samsung > Go Settings > Click “About device” option > Click “Software info” option.

PhoneRescue Register

2. Click “Build number” several times, you will get the message “Developer mode has been turned on” on the interface of mobile. Then, you will see the “Developer options” after returning Settings”.

PhoneRescue Register

Part 11. How to turn on USB debugging option (Android 5.0 and above) on Android device?

To transfer data between computer and device, you need to turn on USB debugging option. Please refer to the following instructions to turn on USB debugging option on your Android device (take SAMSUNG as an example):

1. Open Samsung > Go Settings > Click Developer options.

PhoneRescue Register

2. You will get the messages below on the interface of mobile when you choose to turn on USB debugging option. Then please click “OK” to allow USB debugging.

PhoneRescue Register

Part 12. How to turn on USB debugging option (Android 4.0) on Android device?

If you want to transfer data between device and computer, you need to turn on USB debugging option. Please refer to the detailed instructions below to turn on USB debugging option (Android 4.0) on your Android device (take SAMSUNG as an example):

1. Open Samsung > Go Settings > Click Developer options.

PhoneRescue Register

2. The messages below on the interface of mobile will pop up when you click to turn on USB debugging button. Then please click “OK” to allow USB debugging.

PhoneRescue Register

Part 13. What to do if PhoneRescue for Android fails to remove Android screen lock?

Usually, PhoneRescue for Android can remove the screen lock of your Android device successfully. But if PhoneRescue for Android fails to remove the screen lock of your Android device, you can refer to troubleshooting steps below:

1. Please make sure your device can be detected by PhoneRescue for Android.

2. Please make sure your device has been rooted successfully.

3. If problem persists, please contact our Support Team for further diagnosis.

Part 14. How to send PhoneRescue for Android log file?

If you meet some technical problems when using PhoneRescue for Android, to help us make better analysis and find a solution for you, please send the log file to iMobie Support Team directly.

For Mac version:

Open PhoneRescue for Android > Click PhoneRescue for Android in the upper left of the interface > Click Send Log > Send the zip file to us as attachment via mail.

For Windows version:

Open PhoneRescue for Android > Click the Menu tab > Click Send Log to Us from the drop-down menu > Send the zip file to us as attachment via mail.

If you cannot send log directly, please find error log and send it to us from this path:

Mac: /Users/Your computer name/Library/Application Support/com.imobie.PhoneRescue-for-Android /PhoneRescue for Android /LogsFolder

Windows: C: User\Your computer name\AppData\Roaming\iMobie\PhoneRescue for Android\Errorlog

Part 15. What to do if I fail to download/install PhoneRescue for Android on computer?

If you fail to download or install PhoneRescue for Android on computer, please try the troubleshooting steps below:

1. Please kindly check whether your computer operating system is compatible with PhoneRescue for Android:

https://www.imobie.com/phonerescue/specs-android.htm

2. Please make sure the Internet connection on your computer is stable while launching downloading and installing process.

3. Please check that all anti-virus and firewall software is temporarily disabled on your computer.

4. Please try to copy & paste the download URL in the browser to download PhoneRescue for Android again:

For Windows:

https://www.imobie.com/go/download.php?product=pra&os=win

For Mac:

https://www.imobie.com/go/download.php?product=pra&os=mac

5. If the problem persists, please send the screenshot to Support Team for further analysis.