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  4. My Android phone is not recognizing the Picture Keeper
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  4. My Android phone is not recognizing the Picture Keeper

My Android phone is not recognizing the Picture Keeper

Have you used the Picture Keeper before?

When it comes to the Android operating system, there is a chance that any USB-drive, including the Picture Keeper, will occasionally get “corrupted”. Don’t worry, we can fix it for you! However, we would really appreciate if you could give us a bit of information for further troubleshooting. With that being said, let’s start with the following:

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 application 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 Support.  We may need to replace your Picture Keeper.

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 Support.

Step 4. Need help from our support team? Do not hesitate to contact us if you have any difficulties. We will setup a remote access session and investigate this issue together with you.

The LED indicator on the Picture Keeper does not seem to work?

Step 1. Please make sure that the Picture Keeper drive is plugged properly into the cable.

a.  Take your cord and Picture Keeper drive. Place them like this.

b. Turn the Picture Keeper drive upside down. It should look like this.

c.  Plug the Picture Keeper drive to the cord keeping the Keeper turned upside down. Once the drive is plugged, there will be a small gap between the actual connector and the Picture Keeper drive. But the Picture Keeper is now good to go.

Step 2. If you happen to have a case or cover on your phone, that might affect the connectivity between two devices, please try to remove it.

Step 3. Still nothing? Please make sure to try your Picture Keeper with any computer or laptop running either Windows or Mac operating system, a compatible smartphone or tablet (be sure to install the Picture Keeper Connect app first).

Step 4. Be aware of the battery level on your phone or tablet, make sure the device is fully charged and is not running a low power consumption or saving mode.

Step 5. Nowadays, high-end Android smartphones and even some budget models are using a Type-C connector instead of regular micro-USB. To fit the needs of our customers, we offer a USB Type-C converter on our website. The Keeper Converter allows you to use our product with your Type-C smartphone.

Are you using a Type-C adapter other than our Keeper Converter? If so, unfortunately, we can’t guarantee that it will work with all such adapters. We have conducted multiple tests and wanted to share with you this information. During our tests, it has been verified that the Picture Keeper will not work with with a micro-USB to Type-C adapters. Here’s an example of this type of adapter.

 

Step 6. Finally, let’s check some other settings on your Android phone. Please take a look at the following steps.

Open Settings application on your Android phone.

Move to the Applications menu.

Select Application manager.

Pick ‘Picture Keeper Connect’ application from the list of your apps.

Open Permissions settings.

Grant the application permissions to access your Contacts and Storage.  

The Picture Keeper drive does light up but you are still receiving the error messages?

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 device is connected?

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 application first).

Step 3. Be aware of the battery level on your phone or tablet, make sure the device is fully charged and is not running a low power consumption or saving mode.  These battery saving modes may reduce the power needed by the USB drive.

Step 4. If this doesn’t help, we might need to disable SAF backup option from the settings of the Picture Keeper Connect application. Please follow these steps.

Open Picture Keeper Connect application and tap three lines menu icon at the top left corner of the app. Tap ‘Help’. On the following screen, make sure that SAF backup options are disabled and attempt to start another backup.

Step 5. Finally, let’s check some other settings on your Android phone. Please take a look at the following steps.

Open Settings application on your Android phone.

Move to the Applications menu.

Select Application manager.

Pick ‘Picture Keeper Connect’ application from the list of your apps.

Open Permissions settings.

Grant the application permissions to access your Contacts and Storage.  

Drive lights up and is fading in and out constantly?

In this case, please reach out to Support and we will replace the Picture Keeper drive for you.

Do you have an antivirus software installed on your Android device?

If you happen to have an antivirus software like Dfndr app or any other similar application that you can think of, please contact our support team and we will help you to resolve the issue.

Updated on September 19, 2017

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