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App Cannot Connect to Desktop — Troubleshooting

1. Verify Software Versions

Please update both the desktop app and mobile app to the latest version. The latest version can be obtained from the “Download” page accessible via the top navigation bar on the official website.

2. Enable Desktop “Backup Service” (Common Issue for New Users)

  • Open the “Phone Backup” page in the desktop app and ensure the “Backup Service” is turned on. Windows users must allow the app through the firewall; otherwise, the mobile app cannot establish a connection.
  • Once the “Backup Service” is enabled, the desktop app will display a connection QR code. Under normal circumstances, the mobile app will automatically scan and discover the desktop.

3. Try Scanning the QR Code to Connect (Recommended)

If the desktop backup service is already enabled but the mobile app still cannot discover the device, use the mobile app to directly scan the QR code displayed on the desktop. If needed, check the connection logs to identify the specific cause.

4. Windows Firewall Configuration (Windows Users Only)

When the software is first launched, the system will prompt you to allow access through Windows Firewall. If permission was not granted at that time, follow the steps below to configure it manually.

Method 1: Allow Through Windows Defender Firewall

  1. Go to Control Panel → System and Security → Windows Defender Firewall
  2. Click “Allow an app or feature through Windows Defender Firewall” on the left
  3. Find SelfPhotos in the list and check the box on its left (non-admin users must first click “Change settings” above to enable editing)
  4. Click “OK” to save the configuration

Method 2: Disable the Firewall (Not Recommended)

Turning off the Windows Firewall outright can eliminate this factor but reduces system security. This is only recommended as a temporary diagnostic measure — re-enable the firewall immediately after testing.

5. Confirm Phone and Computer Are on the Same Local Network

  • Ensure that the phone and computer are connected to the same router (either via wired network or Wi-Fi).
  • Some router settings may prevent devices on the local network from discovering and communicating with each other, such as: client isolation (AP isolation), guest networks, router firewall, etc. These issues are more common in enterprise Wi-Fi environments. If this is the case, contact your network administrator for assistance.