Blackberry 110c disconnected

I am not able to download files and pics from the device to my windows PC as it says its disconnected. am attached by usb port and its prompting me to reload, but this will delete all files. I’m thinking maybe when I replaced my old BB that I didn’t install this new classic correctly. How to I get a connection without having to reload and be back to factory settings please? :Smiley Frustrated

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