transferring pictures & videos from phone to computer

[sara26]

Usually when I take pics or videos & transfer to my laptop -when I attach my phone which is an Android (K4 2017) -I THINK ANYWAY THAS WHAT IT SAYS ON THE BOX) a picture of the phone comes up so that you can click on it & go to either int storage or SD card & go inti DCIM to transfer pics/videos to another folder on your PC

But for some reason its being very disobedient & refusing to show this info. I took a picture of the place where it should say the name of the phone (& its absence) & a picture saying it couldnt import (god knows why). Just to clarify what I meant I plugged in my Android phone which I have with EE & took a picture of that ( to demonstrate where the description of the phone should be -its the same phone but different network)

Now whats happened the picture of the phone appeared in the usual place -I took a photo of it but no sign of the folders that should include DCIM & absence of the words Internal storage 

First question - why is this 

second question where can I upload these  pics to demonstrate what I mean

[MI5 Level 94: Supreme · Accepted solution]

Try rebooting both the phone and laptop first.
Try a different cable.
Make sure phone is unlocked and on homepage.

[MI5 Level 94: Supreme]

Pull down the notification bar from the top of the phone screen too. Sometimes there will be a message asking if you want to connect a mass storage device.

[Marjo]

Welcome to our community @sara26 . How are you getting on with the transferring today? Any progress since you last posted?