Having trouble getting started on your iPhone or iPad? Are you getting a “Drive not detected” message in the app? In this guide, we will help you troubleshoot. Please follow the steps below.
Step 1: Compatibility – Make sure that your device is compatible with the Picture Keeper Connect product. Please check the list of supported iPhones, iPad, and iPods.
Step 2: Phone Cases – Do you have a phone case or cover that might affect the connectivity between your phone/tablet 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 3: Battery Level – If the battery charge on your iPhone or iPad is below 50%, please charge your device to 100% before using the Picture Keeper. If your battery level is very low, it may not supply power to the Picture Keeper. Keep an eye on your battery level during the backup. If your battery level drops significantly during the backup process, please read this article to learn how to pause, recharge, and continue your backup.
Step 4: Permissions – The Picture Keeper Connect app requires certain permissions to access the files on your iOS device. If you are receiving the error message saying that you need to grant permissions, please do the following.
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Did you recently update to iOS 11?
The release of the iPhone 8 and update of Apple’s iOS 11 has brought a lot of new features as well as certain problems. If the Picture Keeper worked fine before the update to iOS 11, please follow the steps in this article: Picture Keeper Connect and iOS 11 update
There is also a known issue with iOS 11 connecting to a flash drive. If you have iOS 11 on your phone, have already downloaded the latest version of the Connect app, and are having trouble getting the iPhone to recognize the Picture Keeper Connect, please restart your device and try again. If this doesn’t help, please connect the Picture Keeper while the Connect app is closed, wait approximately 30 seconds for the phone to communicate with the drive, then launch the app and try to start a backup.
The connector seems loose
Since Apple’s Lightning connector is tiny and could be easily damaged, you have to be careful while plugging and unplugging the Picture Keeper Connect from the iPhone or iPad. If the Lightning connector seems to be loose or broken, and the device is still under 1-year warranty, please contact us to get a replacement.
Still not working? Send a log file
If you’re not sure what’s happening with the Picture Keeper Connect app, or the issue you’re having doesn’t match the examples above, please send us the log files from the Picture Keeper Connect app. This will help us to see what’s going on so that we can better assist in resolving the issue.
For further assistance, please contact Picture Keeper Support