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Richard
Richard, Android Engineer
Category: Android Devices
Satisfied Customers: 37555
Experience:  Android Systems Specialist
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I have a Samsung Galaxy Tablet 10.1 the model number is *****

Resolved Question:

I have a Samsung Galaxy Tablet 10.1 the model number is ***** and I am unable to get a computer recognize it. The cable still charges up the Tablet but there is no connection
Submitted: 2 years ago.
Category: Android Devices
Expert:  Richard replied 2 years ago.
Thank you question, my name is ***** ***** I look forward to assisting you.
Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.
Has it worked on this computer before? And is it running windows (and which version)? Or Mac?
Customer: replied 2 years ago.

I don't think it runs on windows or Mac I just am not sure

It has worked on other computers as well as the one I'm on now

Expert:  Richard replied 2 years ago.
ok, it has to either be a windows computer or a Mac Andy, and it is very important to know so I can fix this.
I can also do these steps directly on the computer, and have made a request via Additional Services. This is optional, and if you choose to do this, I can, with your permission, remote into your computer while you watch and do all these steps (and deal with any problems that arise during them) . Or if you do not choose to take this service, we can continue here. This is no problem at all. Just let me know please.
Customer: replied 2 years ago.

I would rather carry on this way

Expert:  Richard replied 2 years ago.
No problem at all Andy, but I need to know please, is this a Mac Computer or a Windows computer?
This is what a windows computer looks like.
Click me to view
Please let me know
Customer: replied 2 years ago.

The computer is windows I don't know about the tablet

Expert:  Richard replied 2 years ago.
Thank you
can you connect the Tablet to a different USB port on the computer as the first step.
Is it then detected? And if not, which program are you using to connect it to on the computer?
Customer: replied 2 years ago.

I have used all the USB connections and still no joy. Where would I find the program to connect the computer to the tablet

Expert:  Richard replied 2 years ago.
Ok, you need to use Samsung kies Andy, this sounds like the issue as you don't have the program installed.
You can install it free from here
http://www.samsung.com/us/kies/
Once the program is downloaded and installed, you run it and then this is what connects to the Tablet when it is connected to the computer.
Let me know the results please
Customer: replied 2 years ago.

I'm downloading it now I will let you know

Expert:  Richard replied 2 years ago.
thank you
Customer: replied 2 years ago.

it says fail to open when I click on the app, do I also need to download to the computer as well as the tablet?

Expert:  Richard replied 2 years ago.
You only download this to the computer Andy
Not on the Tablet but on the computer please.
Customer: replied 2 years ago.

Sorry Richard, I have deleted this from the tablet and have downloaded it to the computer I will let you know

Expert:  Richard replied 2 years ago.
No problem and thank you
Customer: replied 2 years ago.

Its still not showing the tablet

Expert:  Richard replied 2 years ago.
Have you installed Kies Andy? And do you now have it open on the computer?
Customer: replied 2 years ago.

Yes

Expert:  Richard replied 2 years ago.
ok, now connect the Tablet and in the program Kies what do you see in the top right?
Customer: replied 2 years ago.

I may have downloaded the wrong one as there is nothing in the top right box except to show how to close or minimize the box

Expert:  Richard replied 2 years ago.
ok... I need you to follow my instructions carefully Andy, else this doesnt work.
You need to download the program KIES, from the link I provided you.
Then you have the program KIES on your computer.
Can you do this please?
Customer: replied 2 years ago.

There are 2 types of KIES to download one is the 3 and the other is the 2.6

Expert:  Richard replied 2 years ago.
On that page it tells you how to check on your Tablet version you require. eg" 4.2.2 = Kies 3
can you follow those instructions please?
Customer: replied 2 years ago.

My Android is 3.1

Expert:  Richard replied 2 years ago.
ok, then you install Kies 2.6 please
Customer: replied 2 years ago.

Its installing now

Expert:  Richard replied 2 years ago.
Thank you
Customer: replied 2 years ago.

OK all installed

Expert:  Richard replied 2 years ago.
ok, now open Kies on the computer.
Then connect the Tablet please.
Customer: replied 2 years ago.

done

Expert:  Richard replied 2 years ago.
ok, and in Kies it now shows the Tablet?
Customer: replied 2 years ago.

No sorry it still doesn't

Expert:  Richard replied 2 years ago.
What do you now see in the top left of Kies?
Customer: replied 2 years ago.

Kies then below that is Please Connect a device, but there is no response to me trying to open it

Expert:  Richard replied 2 years ago.
ok, now disconnect the Tablet
Restart the computer
Open Kies
Connect the Tablet and tell me if Kies still asks to connect a device or if it detects it please.
Customer: replied 2 years ago.

No change

Expert:  Richard replied 2 years ago.
Ok, we will have to reset the Tablet
This is going to remove all data and return the tablet to new, but there is no way to avoid this.
To do the reset, disconnect the Tablet
Then go to Settings
Choose Privacy.
Choose Factory Data Reset.
Touch the Reset Tablet button.
Touch the Erase Everything button to confirm
Let this complete and when it has, setup the Tablet like you did when you first received it.
Once done, connect it to the computer and tell me please if it is now detected.
Let me know the results please
Richard and other Android Devices Specialists are ready to help you
Customer: replied 2 years ago.

Everything has been wiped and it still doesn't work

Expert:  Richard replied 2 years ago.
Do you have another computer there Andy?
Customer: replied 2 years ago.

I don't have another computer. Lets just call it a day, thank you for all your help and time it has been much appreciated even if its not working