Dear Dmarquez,

Thanks for using our app and i am truly sorry for the late reply due to Annual Meeting. It will be appreciated for your generous forgiveness and kind understanding in advance.

This is Dorothy and i hope to be able to help you!

To solve this issue soon, would you please try below suggestions to solve this issue?

1. Please make sure that you are using the newest version of PhoneRescue.

For Windows: https://www.imobie.com/go/download.php?product=pr&os=win

For Mac: https://www.imobie.com/go/download.php?product=pr&os=mac

2. Please make sure the network is stable while downloading & installing PhoneRescue.

Please kindly tell me whether it works for you or not.

If problem perisists, would you please kindly send a screenshot about this issue to me for better analysis?

If you are not willing to cooperate with us to solve this issue, i totally understand your disappointment and i would like to refund you whenever you want.

Sorry again for the inconvenience has caused to you.

Thanks for your kind feedback and cooperation in advance.

Best regards,

Dorothy