Ixpand not detected

Ixpand Charger and Drives iXpand™ USB 3.0
1

I bought a 64Gb Ixpand for my daughter and it didn’t work. Everytime I plug it into the Iphone (6 PLUS OS 10.3.3) it gives a message “Ixpand would like to communicate with the sandisk ixpand flash drive”. When I select “Allow”, it opens the app and gives this error message “Failed to connect to ixpand drive.  Please remove and reattach.”. I do it but it doesn’t work.

I tried the troubleshooting guides and it keeps doing the same. 

I thought the drive was bad. I tried it on a Mac and a windows PC and it was OK. Then, I tested it on my wife’s Iphone (6 PLUS iOS 10.3.3) and it worked perfectly.

So, we did a factory reset on my daughter’s phone to see if some setting was on the way, but it keeps giving the same error.  

Help please!

2

have you checked the lightning port to see if there is lent or dirt in the port that may be blocking the pins not allowing it to make a data connection?

I would also try connecting the phone to the computer to see if it can connect normally to a computer.