Photo Recovery FAQs

1.What’s the difference between the trial version and the pro version?
The trial version is free but it only allows you to preview the lost photos, videos and audios after scanning your computer or device. If you decide to recover the lost media files, you need to purchase the pro version and you will get a license to register the program.
2.Why my digital camera doesn’t show up after connection?
If the program cannot recognize your camera after connecting it to computer, there is a pre-check list you should note:
  • Turn on your digital camera before connecting it to computer.
  • Make sure the USB cable used to connect the camera to computer is in good condition and your camera can be detected by the computer successfully.
  • If the problem still exist, please pull out the memory card off the camera, and connect it to computer via card reader.
If the suggestion above doesn’t help, please contact us and provide more details like the brand of your digital camera, OS version of your computer, etc.
3.My Samsung mobile doesn’t appear on the list of Removable Disk, why?
For old Samsung mobiles like S2, Ace, Y, Nexus and more, please turn on the USB Mass Storage mode on your phone after connecting it to computer, just like what you did when transfer files from phone to computer.

For Galaxy S3, S4, S5, S7 (Edge), S8 (Plus), Note 8, Note 7, Note 2 and other Samsung mobiles which have SD card slot, please pull out the SD card from the phone, then connect it to computer by card reader and make sure your card appears on computer as a removable disk.
4. The program has scanned my device for an hour and it hasn’t finished. Why?
How long will it takes to scan depends on the storage size of your device. For instant, it might cost less time to scan a SD card of 16G than a SD card of 64G. Yet, if you want to shorten the time for scanning, the “Advanced Scan” feature of this program allows you to select the specific file formats before click the “Scan” button.
5.Why I didn’t find the lost photos/ videos/ audios on the scan result after scanning?
Possibly, this is because the photos/ videos/ audios have been overwritten or damaged after getting lost. Consequently, the lost multimedia files become irrecoverable and don’t show up on the scan result. To avoid this, please stop using your computer (especially adding files to the hard drive where photos get lost) or devices after photos/ videos/ audios get lost.

By the way, this program is only for multimedia file recovery and it will fail to find the lost files other than photos, videos and audios. If you want to recover lost files like Word, Excel, PPT, PDF, TXT, please try iReparo for PC.

If you didn’t use your computer or device after data loss and still have problem like this, please email us and provide more details to help us locate your issue by answering the questions below:
  • What kind of data format do you want to recover?
  • Did the program recover any lost data for you?
  • On which device you want to recover the data, SD card, camera or a mobile?
  • What's the OS version of your computer?
6. Why can’t I recover deleted photos/videos after clicking the “Recover” button?
  • If there is no respond when you click the “Recover” button, please make sure you have selected the file types from the left-side panel.
  • If there pops up a dialog requires you to enter the registration code, please apply the information correctly.
  • If you don’t have a license, you need to purchase the pro version, then an email with registration code will be sent to your email address (which you use when placed the order).
By the way, please do not choose the place where files get lost as the output location.
7. Why the recovered photos cannot be opened and viewed?
First, check if the pic format is supported by image viewer. If not, use other image viewers. Yet, if it is not the problem of the image viewer, then your photos might have been damaged or corrupted after loss. Though the program can retrieve some of the clusters which contains the lost photos, it won’t help in most cases since image viewers can only open a picture without damaged.
8. I can’t play the recovered videos, why?
First, make sure the video format is supported by the media player you use. If there is no problem with the player, then the problem will be the video files which have been possibly damaged or partly overwritten after loss.

Commonly, a driver will use multiple clusters to store a complete file such as a video. When the video is deleted or formatted, it is likely to be overwritten or damaged, thus become incomplete. The recovery program might be able to restore some of the clusters containing the video, but it won’t help since most of the media player cannot play incomplete video files. So, you can try a video repair utility to repair the damaged video first if necessary.
9. Can this software recover Gopro videos?
Well, GoPro has a unique method for video storage, which is much more complicated that common recovery software might fail to recover the GoPro videos. Luckily, JIHO professional team now provides a tailor-made solution for GoPro video recovery. For further information, please contact our support team or visit
10. Program gets frozen or crashed?
For several times, we received feedback from our customers that the program get frozen or crashed when it was running. Cases like this seldom happen but we still want to help if you are lucky to come across this.

When the program get frozen or crashed, please don’t turn off the program and follow the instruction below to send us a log file (for frozen program) or a dump file (for crashed program):
This PC => Document => Log fie => select Jihosoft Phone recovery => send it as attachment to us.

right click Tool bars on your PC => Task Manager => Processes => Jihosoft phone recovery => right click it => create dump file => wait the process => the file has been created successful => send it to us via dropbox.

To help us better locate your problem, please answer the questions below:
  • In which step did our program get frozen or crashed?
  • What file formats did you choose to scan?
  • What OS version did your computer run?