If you're having trouble getting your Picture Keeper Pro SSD working with your Mac, 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 Mac as demonstrated below:
- Check both the USB-C connector on your Picture Keeper for damage.
- Try to gently wiggle the 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.
- If applicable, try using the USB-A connector instead of the USB-C connector:
Note that the USB-A connector has to be attached to the USB-C connector:
- Restart your Mac.
- 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.
- If possible, try a different USB port on your Mac.
- If you're using a specific port on the front or side of your computer, try using a port on the back or other side.
- Computers typically use the same internal USB board for any ports on a particular side, and swapping to the other side can help isolate connectivity issue, and may resolve the issue.
- Some desktop computers implement higher speed USB ports on the rear of the computer than the front, so ports on the front may be limiting your connection speed and causing issues.
- Be sure you're connecting directly to your computer, and not via a USB hub or external accessory, as these can also limit speed and functionality.
- If possible, try your Picture Keeper with another computer.
- If Picture Keeper works with another computer, you've successfully isolated the issue to your Mac, and contacting Apple Support would be the best next step.
- If the issue persists with another computer, 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 computer.
- Please see this guide for reformat instructions if and when you're ready to proceed.
**If you need any additional assistance, please contact Picture Keeper Support.