Ixpand device not being detected

I have a SANDISK iXpand Dual USB 3.0 Memory Stick - 64 GB.
I last used it on my phone last month and this morning when I plugged it into my phone it took me to the troubleshooting screen. I removed the iXpand device and turned my phone off. I put it back into my phone and it still had the same message.
I removed it from my phone and plugged the iXpand device into my laptop. Whilst the stick was detected and the properties suggested that it was working I could not see my files.

Can anyone help me as I do not want to lose the data that I have saved onto my iXpand drive.

Thanks in advance.

Hi @SS13,

Please ensure you are using the latest version of the iXpand Drive application. If the iXpand flash drive is still not detected by the iXpand Drive app please try the troubleshooting steps below.

• Did the iXpand previously work normally on your iOS device?
• Device Model (we need the model number listed on the back of the phone and the one listed in the settings about) :
• iOS Version:
• iXpand F/W version:
• Connect drive in PC and Manually update the firmware of ixpand drive with the help of windows PC with provided link : iXpand USB 2.0 / iXpand USB 3.0 / Mini / Go NOT detected

Title: Flash drive is not detected in Windows

Link: Cruzer flash drive NOT detected by Windows PC

Title: Flash drive is not detected in Mac

Link: USB Flash Drive / Memory card not detected on Mac USB port

Hi Keerti_01,

I own a number of iXpand Dual 3.0 USB sticks and have used them and they all work fine except for this particular stick. The stick with the issue was working fine previously and has photos on it that I really do not want to lose. I use an iPhone 8 plus and the IOS system is compatible with the stick. The Ixpand app version is 5.3.10. and updated the same day that the stick stopped working.

How do I find out what firmware version of the iXpand drive? I have never updated the firmware before. Will this affect the chances of recovering my files on the iXpand USB stick?

The only difference that I can find with the iXpand sticks is that the one that appears not to work is made in China and the others that work were made in Thailand. All were bought from the same store. Not sure if this is just a coincidence though.

Many thanks.

Hello,

I appreciate that you have performed the troubleshooting steps.

Please contact SD Technical Support about this for live assistance and troubleshooting:
https://kb.sandisk.com/app/ask/