Download Phone to PC problem

[solitude]

Hi - previously ABers have helped me get the right gear to download my photos from my phone to my laptop - thank you Ethel!! However, although everything installed and photos were downloaded successfully initially, on the second attempt the "to PC" and "to Phone" icons on the toolbar are not lit up and although the phone is connected, I can not move anything between the phone and PC. I am only given the option to edit what was previously downloaded. I gone through all the settings and files that are showing as available, but the icons just won't light up and let me move files. I've combed the Help files to no avail and am getting very frustrated!! I just don't know what I'm doing wrong - any suggestions, anyone? Thanks.