Troubleshooting Drive Connection Issues

If you're having trouble getting your Picture Keeper Connect working with your iPhone or iPad, the vast majority of problems can be resolved with one of a few simple and easy steps. However, some issues may be caused by deeper software or hardware issues, or even damage to the drive. The steps below will likely resolve the issue you're experiencing. If not, please note the results of each step, as this will help our support team better understand and isolate the issue to provide relevant next steps.

Important: On a USB-C iPhone or iPad, your Picture Keeper will not be recognized by the app until you grant access to the drive from the Drive Picker. (Lightning iPhones and iPads don't require this.) For step-by-step instructions with screenshots, see App Setup for iPhone or iPad.

If your drive isn’t listed under Locations in the Drive Picker, leave the picker open and work through steps 2 to 5 below one at a time. The drive appears in the list as soon as it connects, so you can see which step fixed it.

1. Ensure the Picture Keeper has been connected to your iPhone or iPad using the relevant configuration below:USB-C iPhone or iPadPicture Keeper Connect 4-in-1
   
   
   Picture Keeper Connect 2-in-1
   Lightning iPhone or iPadPicture Keeper Connect 4-in-1
   
   
   Picture Keeper Connect 2-in-1
   
    
2. Remove the case from your iPhone or iPad (if applicable).
   • Some cases may be too bulky to allow for proper connection.
    
3. Unplug your Picture Keeper and plug it back in firmly.
   • Push it all the way in. A drive that is only partly seated may get power but not connect.
    
4. Flip the Picture Keeper around so the logo is facing the other direction.
   • Sometimes there may be dirt or debris preventing a proper connection.
   • If this is the case, flipping the drive in the opposite orientation can be a simple workaround.
    
5. Check the connector on your Picture Keeper for damage.
   • Try to gently wiggle the Lightning or USB-C connector to see if it feels loose.
   • This tip should feel rigid, so any play could indicate damage to the connector.
   • If this tip feels loose or wobbly, it's likely damaged.
   Picture Keeper Connect 2-in-1
   

   Picture Keeper Connect 2-in-1 with Keeper Connector
   

   Picture Keeper Connect 4-in-1
   
    
6. Restart your iPhone or iPad.
   • Devices need to be restarted occasionally to continue operating as expected.
   • Performing a quick restart will resolve almost any issue.
   • Please see this guide for help with iPhone, or this guide for help with iPad.
    
7. If possible, try your Picture Keeper with other devices.
   • Try it with another iPhone or iPad, and with a phone, tablet, or computer that uses a different connector.
   • If it only fails through its adapter (the MAX adapter or the Keeper Connector), the adapter is the likely cause: contact Picture Keeper support.
   • If it works on other devices, your iPhone or iPad is the likely cause: contact Apple Support. If it doesn’t, continue to the next step.
    
8. Try cleaning the Lightning or USB-C port on your iPhone or iPad.
   • Lint in the port can block the connection. Turn the device off, then look inside with a bright light.
   • Brush the opening gently with a dry, soft brush. Ease out packed lint with a wooden or plastic toothpick, without scraping the contacts.
   • Don’t blow into the port or use compressed air; both push debris further in.
   • If it won’t come free, an Apple Store or a repair shop can clear it. For more, see Apple’s guide.
    
9. Close any open apps that may be running in the background.
   • While uncommon, other apps may be using the resources Picture Keeper needs.
   • Please see this guide for help.
    
10. Delete the PK Connect app from your iPhone or iPad, and reinstall it from the App Store.
    • Sometimes all that's needed is a fresh install of the most up-to-date version.
    • After reinstalling the app, the backup will appear as though it's starting over.
    • Don't worry, you won't end up with duplicates -- this backup will just take a bit longer.
    • For help getting started, you can find our App Setup guides here.
     
11. If possible, attempt to reformat your Picture Keeper.
    • Reformatting will completely erase the drive -- if data recovery is desired, stop here and proceed to this support guide.
    • Reformatting is the final software troubleshooting step -- if any issues persist after, we can effectively isolate the issue to either the drive itself, or your iPhone / iPad.
    • For reformat instructions, select from the options below (if the drive isn't detected by your iPhone or iPad at all, you'll likely need to utilize the Mac or Windows guide specifically):
      • Reformat from iPhone or iPad (USB-C)
      • Reformat from iPhone or iPad (Lightning)
      • Reformat from Mac
      • Reformat from Windows
    • If you reformat from a Mac or Windows computer, then before your next backup, follow the steps in the How to Reset Picture Keeper guide, choosing Erase All Backup Records. Otherwise the app skips every file it has already backed up, and the reformatted drive stays nearly empty.
     

If you need any additional assistance, please contact Picture Keeper support.