Signed in, but no files appear
Open iCloud for Windows, enable Photos or Drive and check that files appear in File Explorer. Choose the correct section or folder in Wasl and refresh. Check internet access, storage and Apple’s sync status.
The phone is unlocked, but Wasl mentions its lock
The message does not always mean a locked phone: a disconnected USB session or unreadable file can also be involved. Reconnect with a data cable, approve Trust when requested and refresh the library. If it repeats, send the exact error and export report to support.
Some files fail or their size changes
Review saved, identical, failed and unattempted counts. Identical files are not failures. Check free space, the cable and cloud availability, then retry failed items. If the report mentions conversion or a size mismatch, review the iPhone’s Keep Originals transfer setting, reconnect and rescan. Its settings location varies by iOS version.
A preview is unavailable
For cloud photos, try Download page previews. Some image or video formats require a Windows codec. Files without a supported internal preview can still be exported if readable. A preview error alone does not establish that the original is damaged.
Install an update
- When an update notice appears, finish active transfers.
- Download and verify the update, watching the progress bar.
- After verification, choose Install update and close Wasl, then complete the setup wizard.
- Reopen Wasl and check its version. You can also get the installer from this website. The update is not a silent installation without user interaction.
Move a license to a replacement computer
If you sell or lose your computer, request a license transfer through license management or contact support with your request email. Never publish your key or password. An approved transfer disables the old computer’s license; it is not permission to run the same license on two computers. The approved subscription expiry still applies.
Remove a registered phone
Choose Remove phone from its menu and review the confirmation. This removes its Wasl registration and releases its slot according to the license; it does not delete phone photos or backups. Use Add phone to register it again.
What to send to support
Include your Wasl and Windows versions, phone model, connection method, exact error and affected file count. Attach the operation report or an error screenshot after hiding personal photos, emails and identifiers. Never send an Apple password or verification code.