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.
Important: Your Picture Keeper Pro SSD will not be recognized by the app until you grant access to the drive from the Drive Picker — see step 2 below.
- Ensure the Picture Keeper Pro SSD has been connected to your iPhone or iPad using the relevant configuration below. The Pro SSD has shipped with two different cables. If you’re not sure which one you have, see Which Pro SSD cable do I have, and do I need the Keeper Connector?.
Version 1 (two-headed cable): insert the USB-C plug into your iPhone or iPad, leaving the USB-A adapter hanging:
Version 2 (fixed USB-A cable): push the Keeper Connector all the way onto the cable’s USB-A tip, then plug the Connector’s USB-C side into your iPhone or iPad:
The SSD doesn’t plug into an iPhone or iPad with a Lightning port. On one of those, the app backs up through Manual Backup Mode instead, which turns on by itself and finishes the backup through a computer.
- Ensure you've granted the app access to your drive from the Drive Picker.
- The app cannot recognize your Picture Keeper Pro SSD until you grant it access to the drive from the Drive Picker.
- When prompted, tap Grant Access to Drive, then tap Open Drive Picker, select your PKBACKUP or PKPRO drive (on iPhone, tap Browse first; on iPad, pick it under Locations), and tap Open.
- For step-by-step instructions with screenshots, please see our App Setup guides here.
- Remove the case from your iPhone or iPad (if applicable).
- Some cases may be too bulky to allow for proper connection.
- 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.
- 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.
- 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.
- 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.
- Turn the device off first, then look into the port with a bright light — lint usually sits in a compacted plug at the very bottom.
- Brush the opening gently with a clean, dry, soft-bristled brush. If a plug of lint remains, ease it out with something dry and non-metal, such as a wooden or plastic toothpick, using as little force as you can and without scraping the metal contacts.
- Do not blow into the port and do not use a can of compressed air: both can force debris further in, and Apple and the Android manufacturers advise against it.
- If the debris will not come free, a repair shop can clear it safely — it is not worth risking the port.
- For more info, see 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 getting started, you can find our App Setup 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 your Picture Keeper connects through an adapter (for example the MAX adapter on a Lightning iPhone, or the Keeper Connector on a USB-C iPhone), try it without the adapter on a device it plugs straight into, such as a computer or a USB-C phone or tablet. If it works there, the adapter is the likely cause, so contact Picture Keeper support rather than Apple.
- 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 or iPad (USB-C)
--> 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.