Having trouble getting your Picture Keeper working with your iPhone or iPad? Let's start with the most common troubleshooting steps to isolate the issue. The vast majority of problems can be resolved with one of a few simple and easy steps, which we'll go over below:
- Ensure Picture Keeper has been connected to your iPhone or iPad correctly.
- Remember, not every model Picture Keeper works the same way with every iOS device.
- Please see this guide for help.
- Try gently wiggling the Lighting or USB-C tip on the Picture Keeper. If it feels loose to the touch, this likely indicates that it needs replacement.
- 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.
- 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.
- 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.
- If applicable, remove the case from your iPhone or iPad.
- Some cases may be too bulky to allow for proper connection.
- Try cleaning the Lightning or USB-C port on your iPhone or iPad.
- Pocket lint and other debris stuck in your port can interfere with the drive's connection.
- This is something an Apple employee may be able to assist with at an Apple Store.
- We recommend isolating a few bristles from a toothbrush, inserting them as far as possible into the charging port, and swirling them around.
- The goal is to free any trapped lint/dust compacted in the bottom of the port.
- Air duster doesn't hurt, but may be insufficient for breaking up this debris.
- For more info, see here or here.
- 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 setting up the app, you can find our PK Connect Getting Started guides here, and our PK Pro SSD Getting Started guides here.
Still having trouble after trying these steps? Please see this guide for more advanced troubleshooting.
**If you need any additional assistance, please contact Picture Keeper Support.