Browse our FAQs about Troubleshooting

Why can’t I copy large files to my USB flash drive

Your USB may be set to the Fat32 file system. USBs set to this have a 4GB limit on file size. For larger than 4GB files format your USB using exFAT or NTFS file format.

Why doesn’t my PC recognise my iPhone photos?

This is most likely because your PC does not recognise the HEIC format. In 2017, Apple began using the High Efficiency Image Container (HEIC) format in iOS 11 and macOS High Sierra. This format allows for smaller file sizes than JPG or PNG.

If you would prefer that your iPhone camera saves images in JPG format, you can go to Settings/Camera/Formats and set the ‘Most Compatible’ option. Your camera will now save all images a JPGs – but be aware that your images will now be larger in filesize.

Windows 10 supports HEIC files, however earlier versions of Windows may not. If you wish to view your HEIC photos on Windows and your PC does not recognise them, we recommend converting them to JPG using this handy online tool: https://heictojpg.com/

Why doesn’t my PC recognise my iPad photos?

This is most likely because your PC does not recognise the HEIC format. In 2017, Apple began using the High Efficiency Image Container (HEIC) format in iOS 11 and macOS High Sierra. This format allows for smaller file sizes than JPG or PNG.

If you would prefer that your iPad camera saves images in JPG format, you can go to Settings/Camera/Formats and set the ‘Most Compatible’ option. Your camera will now save all images a JPGs – but be aware that your images will now be larger in filesize.

Windows 10 supports HEIC files, however earlier versions of Windows may not. If you wish to view your HEIC photos on Windows and your PC does not recognise them, we recommend converting them to JPG using this handy online tool: https://heictojpg.com/

When I plug in my Integral USB Flash Drive into a USB port, it is not recognised, why?

The Integral Flexi, 360, Secure360, MicroLite and UltraLite USB Flash Drives only have pin contacts on one side of the USB connector.

When you plug the device into the USB sockets of you PC make sure that the contacts are matched up so that the device is plugged in the correct way. If the Integral USB is not recognised, turn it 180º, so it is the other way around in the socket.

I have corrupted data on my USB Flash Drive and the PC will not allow me to delete these files. What can I do?

This can occur if the file allocation table (FAT) has become corrupt in some way (e.g. loss of power etc).

The drive can be formatted to remove the problem.

Formatting the drive can erase all data. If you have any data on there it is advisable to retrieve it first on your computer. You may need to use file recovery software before formatting.

When I plug in my USB Flash Drive, I get the message “hi-speed device plugged into non-high speed device”. What does it mean?

This means that your PC or laptop has a USB 1.1 port and will not function at the high speed offered by USB 2.0 devices.

This is not a error message and your Integral USB Flash Drive is backwards compatible to work at the slower speeds of USB 1.1. To get the full functionality of the USB 2.0 Flash Drive you will need a PC or laptop with USB 2.0 sockets.

The chart below represents the three tiers of the USB Series:

USB Version / Descriptive Term / Transmission Speed

USB1.0 / Low Speed / 1.5 Mbps
USB1.1 / Full Speed / 12 Mbps
USB2.0 / High Speed / 360 ~ 480 Mbps
USB3.0 / Super Speed / 4.8Gbps

Using my Integral USB Flash Drive I get the message “Please insert disk into drive/format the drive”. Why is this occurring?

If you experience this it may be the case that the USB Flash Drive file table may have become corrupted or damaged. You will need to format the Flash Drive to re-use it. Firstly, ensure you have no important data stored on the Flash Drive. If you are concerned about the loss of some important data files, contact Integral Tech Support before formatting. If you are unable to format the Integral Flash Drive then fill in the tech support form and we can assist you further.

My Integral USB Flash Drive is transferring data at a very slow speed, what can I do?

Reformatting the drive may help

• Backup all required data from the drive. Using your PC or MAC format the drive. Copy back the required data. Shut down other applications and/or reboot system

• Other applications may be causing the system to run slow. Save required data first. Try another system • In case the current system is having performance problems or is infected. Virus check your USB drive and system

• Errant programs may be slowing down your system Try connecting the drive directly to a USB port on the PC

• Using a hub or multiple hubs, may be causing speed and power issues.

How do I safely remove my Integral Flash Drive?

Before you remove/unplug your USB Flash Drive make sure no data is being transferred to or from the USB. PCs running Windows 7 and above and Macs with OS 9 and above have a “safely remove USB” option that we recommend you follow: Windows Locate and left click on the “Safely Remove” icon on the System Tray to display the USB devices connected on your PC/notebook. Select the computer drive letter assigned to your USB and click on the “close/unplug” option, so you can safely remove it. Apple Mac OS 9 and above Locate the USB drive icon on the desktop and drag it onto the Apple Trash can (icon).

When I plug in my Integral USB Flash Drive, my computer displays a “USB Device Not Recognized” message, what does this mean?

There can be a various causes to this problem. Follow the steps below to try and solve the issue: Firstly ensure you are plugging the USB Flash Drive directly into the PC or notebook and ensure you have the latest USB drivers for your operating system Try plugging your USB Flash Drive into another USB port on your PC/notebook. You could test the USB on another PC or notebook if available Keep your USB Flash Drive plugged in and perform a full ‘Windows Update’ to check for any missing or newer drivers for your computer. To do this, select Start > Settings > Windows Update and follow the onscreen instructions If you are still experiencing problems, please fill in the tech support form and we will help with your issue

How do I format my USB Flash Drive on a Mac?

To format your USB Flash Drive on a Mac:

If you use your USB Flash Drive only on a Mac you will want to reformat it to HFS+ (Mac OS Extended (Journal)) which allows larger file sizes.

In your Applications folder there is a folder called “Utilities“. Here you will find an App called “Disk Utility“. Open it

To reformat your USB, select it and then click the Erase Tab

Here you can set the USB name and the file format (Mac OS Extended (Journal)).
When you’re ready click “Erase” button.

When Erase is completed, you can safely remove your USB Flash Drive
by dragging the “USB Disk” Icon to the “Trash“.

My Integral USB Flash Drive is not detected or I Get a Code 10 or Code 28 on Windows Device Manager.

Code10

If you see this error: “This device cannot start. Try upgrading the device drivers for this device. (Code 10)” there may be a need to update your driver To do so, in the device’s Properties, click the Driver tab, and then click Update Driver to start the Hardware Update Wizard. Follow the instructions for the update The system may prompt you to provide the path of the driver. If this is the case and you do not have it, you can try to download the latest driver from the hardware vendor’s website

Code28

If you see this error: “The drivers for this device are not installed. Code28)” we recommend reinstalling the driver manually Follow these steps to do so From Start, search for device manager and select Device Manager from the results. Right-click the device in the list. Select Uninstall from the menu that appears. After the device is uninstalled, choose Action on the menu bar. Select Scan for hardware changes to reinstall the driver. The system may prompt you to provide the path of the driver. If this is the case and you do not have it, you can try to download the latest driver from the hardware vendor’s website

When I plug in my Integral USB Flash Drive, my computer displays a “USB device not recognized” message, what does this mean?

There can be a various causes to this problem. Follow the steps below to try and solve the issue:

  • Firstly ensure you are plugging the USB Flash Drive directly into the PC or notebook and ensure you have the latest USB drivers for your operating system
  • Try plugging your USB Flash Drive into another USB port on your PC/notebook. You could test the USB on another PC or notebook if available
  • Keep your USB Flash Drive plugged in and perform a full ‘Windows Update’ to check for any missing or newer drivers for your computer. To do this, open Internet Explorer and click Tools> Windows Update and follow the onscreen instructions

If you are still experiencing problems, please fill in the tech support form and we will help with your issue.

Do you still need assistance? Contact us and one of our agents will get back to you shortly.