Unable to connect to GT-I9300

Unable to connect to gt-i9300 Failed to retrieve device information

Michael How To Guides, Mobile, Samsung, TechTalk 7 Comments

Recently we have been seeing the following error message when connecting a Samsung Galaxy S 3 via USB to Kies.

Unable to connect to gt-i9300 Failed to retrieve device information

Surprisingly it seems to happen after updating to the latest version of Kies (Version and using a Samsung Galaxy S3 running Ice Cream Sandwich.

How do I fix – “Unable To Connect To Gt-I9300 Failed To Retrieve Device Information”

The first thing you should try and do is check to see your phone has the latest software installed. On your phone, go to Settings, About, Software Update, Update. If it needs an update, update it and try to connect to Kies again.

If that still does not work or there was no update then follow the recommended troubleshooting guide in Kies. On the Connected device screen, click on the “Troubleshoot connection error” button. This will reinstall the driver for your phone and “may” fix your issue. It is important to try this first as it is the quickest option and if it does work you will save yourself a lot of hassles in the following steps.

  • Check what version of Kies you are running, click “Help” “Kies Informaiton” and if you are running version 2.5 you will need to start uninstalling it
  • Unplug your phone from the USB Cable.
  • Go into your the settings on your computer and open up uninstall. Remove Samsung Kies. If prompted, remove the driver and temporary files.
  • Uninstall the Samsung USB Driver for Mobile Phones is it is in the list.
  • REBOOT your PC
Go to Samsung’s website and download a full new version of Kies and install it
You should be all back up and running after doing this. There appears to be some form of bug when doing an update from the old version of Kies.


Michael is a Technology & Digital Consultant to the Real Estate, Property, Travel and Tourism industies with over 13 Years of leading Technical teams & Programme Management. He has worked with agencies in multiple countries and cities from the UK, New York, Russia, France, Dubai to Australia and South Africa. In his spare time he is a commercial drone pilot that dabbles with Photography & Videography.

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Comments 7

  1. Actually I had that problem, not after installing the latest Kies version, but only a couple of weeks after doing it, when it started to ask for a new Kies upgrade to allow for the phone firmware to be recognized. If I install this upgrade then I receive the message “Failed to retrive device information”. If I do not install it, Kies works normally but the phone firmware version is not recognized. Samsung should pay attention to this!!!

  2. samsung should really give up on kies, shoot the one who made it and give us updates OTA like asus for example does.

  3. Kies is really bad. After trying for a day to get it done on my Mac laptop I gave up and tried it on my Windows 8 desktop.
    I downdloaded and installed Kies today. When Keis started it installed the latest drivers.
    I have unmounted my ExSdcard and use a good quality USP cable. The S3 gets power from the USB cable and the USP icon is showing on the S3.
    Despite all this Kies has yet to connect to the S3.
    I don’t think I have come across such a bad piece of code. What can one do to keep smarphone data save?

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