If you haven't already, please go through our Initial Troubleshooting Steps guide before proceeding with this guide. If you're still having trouble after going through that guide, we need to move on to more advanced troubleshooting to properly isolate and address the issue you're experiencing. The steps below will help our support team understand the exact issue you're having to provide you with next steps:
- If possible, try your Picture Keeper with other devices.
- Try Picture Keeper with another iPhone or iPad using the same type of connector.
- Try Picture Keeper with a phone, tablet, or computer using a different type of connector.
- If Picture Keeper works with another device, you've successfully isolated the issue to your iPhone or iPad, and contacting Apple Support would be the best next step.
- If Picture Keeper doesn't work with any devices, or only works with some devices, please continue to step 2.
- If possible, attempt to reformat your Picture Keeper.
- Reformatting will completely erase the drive -- if data recovery is desired, stop here and continue to step 3.
- 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 15 or later
--> Reformat from iPhone 14 or earlier
--> Reformat from Mac
--> Reformat from Windows
- Check the Picture Keeper connector you use for damage.
- Try to gently wiggle the Lighting 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.
**Please contact Picture Keeper Support to provide troubleshooting results and address next steps.