Having trouble getting started on your Android device? Are you getting a "Connect your Picture Keeper now" message in the app? In this guide, we will help you troubleshoot. Please follow the steps below.
Before we go any further, it is highly recommended that you update to the latest version of the Picture Keeper Connect app.
First Steps
Step 1: Phone Cases - Do you have a phone case or cover that might affect the connectivity between your phone and the Picture Keeper? Any case may interfere with the connection if the cable or adapter cannot plug in all the way. Additionally, any case that includes an additional battery, like a Mophie case, will not work. Please remove any case or cover and try again.
Step 2: Keeper Connector - Please make sure that the Keeper Connector is properly connected to the Picture Keeper, and that the micro-USB/Type C is plugged all the way into your phone or tablet.
Once the connector is connected, there will be a small gap between the actual connector and the Picture Keeper drive. This is OK, and the Picture Keeper is now ready to use.
Step 3: Adapters - Nowadays, high-end Android smartphones and even some budget models are using a Type-C connector instead of regular micro-USB. If you need an adapter, check out our Keeper Connector. The Keeper Connector allows you to use our products with your Type-C smartphone or computer.
Step 4: Power - Be aware of the battery level on your phone or tablet, make sure the device is fully charged and is not running in low power consumption or saving mode. Some mobile devices will not power an external storage device if the battery is too low, or "Power Saver" mode is turned on.
Step 5: Check on another device - Still not being recognized? Try your Picture Keeper with any computer or laptop running either Windows or Mac operating system, a different compatible smartphone or tablet (be sure to install the Picture Keeper Connect app first). If it works on another device, we can rule out a problem with the Picture Keeper itself.
Checking for signs of a connection
Step 1. Let’s check whether your phone recognizes the Picture Keeper drive. Do you get any message from the Android device when connecting the drive? After plugging in the drive, swipe down to see messages. Do you see anything similar to this? Does the Android file viewer open when the Picture Keeper is connected? If so, close the file viewer and open the Picture Keeper Connect app.
Step 2. No luck yet? Please try your Picture Keeper with any computer or laptop running either Windows or Mac operating system, or a different compatible smartphone or tablet (be sure to install the Picture Keeper Connect app first). If it works on another device, we can rule out a problem with the Picture Keeper itself.
Step 3. Be aware of the battery level on your phone or tablet, make sure the device is fully charged and is not running in low power consumption or saving mode. Some mobile devices may not provide enough power an external storage device if the battery is too low, or "Power Saver" mode is turned on.
It worked in the past, but now it doesn't
If your Picture Keeper has worked with your phone in the past, but seems to have stopped working, please try the following steps to troubleshoot the issue.
Step 1. Please try your Picture Keeper with any computer or laptop running either Windows or Mac operating system, or a different compatible smartphone or tablet (be sure to install the Picture Keeper Connect app first). Does the Picture Keeper light up and work? If so, continue to step 2. If it doesn’t work on a computer or a different Android device, please contact us.
Step 2. Plug your Picture Keeper into a dedicated USB port on your computer or laptop.
Step 3. Open the PKBACKUP drive icon (from either the Files Explorer application if you are a Windows user or Finder application in case you have a Mac), and open the LOST.DIR folder. If there are a lot of numbered files in this folder, there may be an issue with the backup.
Please contact us.
Step 4. Need help from our support team? Don't hesitate to contact us if you have any difficulties. We can setup a remote access session and investigate this issue together with you in real-time.