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Common Causes / Issues

Please connect your external device is seen.
This can happen when the drive is not detected or does not work with iOS.

Need more help?
Answer ID 52552: Learn About SanDisk Memory Zone Mobile Apps, What Drives Works With What Phone and How

Resolution / Instructions

Phone connection adapters are not supported. iPads and Tablets are not supported for Memory Zone. Lightning connector iPhones and iPads are not supported for Files app. iOS 15+ and Android 8+ required.

Compatibility

Make sure the drive is compatible with the phone and app.
Some USB Type-C drives are not supported by the app. They can only be used with Apple Files app.

Need more help?

• Answer ID 52065: Product Compatibility Matrix for SanDisk Memory Zone for iOS and Android
• Answer ID 52552: Learn About SanDisk Memory Zone Mobile Apps, What Drives Works With What Phone and How

SanDisk Phone Drive and iXpand Luxe

These models may need a firmware update.
An iPhone or iPad with a Lightning or USB 3.0 Type-C port is needed.
Memory Zone does not support iXpand Luxe on a USB 2.0 Type-C iPhone or iPad.

• Answer ID 52159: Steps to Resolve a Phone Drive or iXpand Luxe Not Detected in Memory Zone for iOS on an iPhone 16, 15 USB-C with a Firmware Update
• Answer ID 53027: Learn About iXpand Luxe, and Phone Drive USB Type-C to iOS Interface Compatibility

Apps and Drive Connection

1. Close all other apps.
2. Open the Memory Zone app.
3. Connect the drive.



Still not seen? Keep the app open. Disconnect the drive. Wait a few seconds. Connect the drive again.

Update iOS

1. Remove the drive.


2. Update iOS.
   iOS 15 and higher is supported.



Need more help?

• Apple Article HT204204: Update your iPhone or iPad
• Google Article 7680439: Check & update your Android version


3. Connect the drive again.

Force Quit App

1. Close the app.


2. Remove the drive.


3. Open the app.


4. Connect the drive.

Need more help?
Apple Article: Quit and reopen an app on iPhone

Power Cycle

1. Remove the drive.


2. Power off the phone or tablet.


3. Power it on.


4. Enter passcode to sign in.


5. Connect the drive.


6. Open the app.

Uninstall and Install App

1. Go to the home screen.


2. Touch and hold the app.


3. Tap Remove App.


4. Tap Delete App.



Need more help?
Apple Article: Remove apps from iPhone

5. Install the app again.
   
   

   SanDisk Memory Zone for iOS
   
   Third-Party Notices: iOS

Format the Drive

Critical: The drive must be exFAT or FAT32. Select Master Boot Record as the scheme when using macOS.

Need more help?

• Answer ID 20821: Steps to Format a Drive for Use on Windows and macOS Using exFat
• Answer ID 50277: Format USB Flash and External Drive as exFat using Windows for use on Windows and macOS Guided Assist

Drive Detection Check

Lightning Connection (Settings)

1. Connect the drive.


2. Tap Settings.


3. Tap General.


4. Tap About.


5. Look for SanDisk Drive.

USB-C Connection (Files app)

Check if the Files app can see the drive.

1. Uninstall Memory Zone.


2. Connect the drive.


3. Tap Files app.


4. Look for drive under Locations.
   Drive may be listed as No Name or Untitled.


5. Tap drive to open.

Need More Help?
Apple Article 102570: Find files on your iPhone or iPad in the Files app

Drive Not Detected (Contact Support)

IMPORTANT:

Contact support with this information if iOS can see the drive but SanDisk Memory Zone app cannot.

• Mobile device Make and Model.
• iOS version.
• Screenshot of the Drive Make and Model detected.
• Make and Model of the drive.

1. Tap Settings.


2. Tap Gerneral.


3. Tap About.
   
   
   


4. Contact Us.

Warranty Replacement

Replace Memory Zone for iOS supported drives if In Warranty and not detected at all.

Need more help?

• Answer ID 37605: Learn About USB Flash Drive and Memory Card Data Recovery
• Answer ID 33498: SanDisk Warranty Replacement and Data Recovery

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