If you're having trouble getting your Picture Keeper Pro SSD 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.
- Ensure the Picture Keeper Pro SSD has been connected to your iPhone or iPad using the relevant configuration below:
- Check the USB-C connector on your Picture Keeper for damage.
- Try to gently wiggle the 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.
- 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 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.
- You can also try blowing into the port with your mouth or with a can of air duster, but this is typically insufficient for loosening the 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 Getting Started guides here.
- 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 the next step.
- Try reseating the drive inside the Picture Keeper Pro enclosure.
- The drive that actually stores your files is contained within a plastic housing.
- Sometimes this drive stops communicating with the enclosure, and just needs to be unplugged and plugged back in.
- This is called a "reseat," and you can use this support guide or this tutorial video for help with this process.
- 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 15 or later
--> Reformat from Mac
--> Reformat from Windows
**If you need any additional assistance, please contact Picture Keeper Support.