Eyefi Mobi and Mobi Pro Troubleshooting Guide

This troubleshooting guide will help you diagnose and solve issues preventing your Eyefi Mobi and Mobi Pro cards from transferring photos to your platform of choice.

You can find troubleshooting help in the following sections:

Things to Know Before You Begin

General Troubleshooting Tips

Have you uninstalled any older Eyefi apps?

Eyefi Mobi apps for mobile devices and Eyefi Mobi Desktop for Windows and Mac all require that you uninstall any prior versions of Eyefi apps, including Eyefi Center and Eyefi Helper.

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Don't have an activation code?

If you have an Eyefi X2 card, please see the Eyefi X2 Support Site for help with older Eyefi cards.

If you've lost your activation code, please see Lost your activation code? below.

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Have you formatted your Eyefi Mobi or Mobi Pro card?

We recommend that you format your Eyefi Mobi or Mobi Pro card the first time you put it in your camera. There are certain additional circumstances under which you'll also need to format your card, such as a card error in your camera, or a read error when you try to use your card in your computer.

When you format your Eyefi card any photos on the card will be unrecoverably deleted. Please see instructions below to move photos from your Eyefi card to a computer before formatting.

If possible, please format your Eyefi card inside of your camera. You will find a "Format" option in your camera's settings menu (consult your camera's manual for specific details). If you need to use a computer to format your Eyefi card, please use a USB card reader with a single SD card slot. We do not recommend using a third-party card reader with slots for multiple types of memory cards (such as SD and CompactFlash in one reader).

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How to back up your Eyefi Mobi or Mobi Pro card photos

If you need to back up your photos to format you card, please see the following articles:

Photo Transfer Issues

Is Eyefi enabled in your camera's settings?

Some Eyefi Connected cameras disable Eyefi card functionality by default, which prevents your Eyefi Mobi card from wirelessly transferring photos. If your Eyefi Connected camera is failing to transfer photos, check your camera's settings menu to see if the your Eyefi Mobi card's functionality is disabled.

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Is your camera close enough to your phone, tablet, or computer?

If your Eyefi Mobi or Mobi Pro card fails to wirelessly transfer photos, move your camera closer to your smartphone or tablet. Take several JPG photos and wait for a minute or two to see if the card transfers the new photos.

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Is your camera turned on long enough?

The Eyefi Card network deploys for two minutes after images are taken and in the transfer queue. By default, it will disconnect one minute after the last image downloads.

Make sure that your camera's power-management settings are adjusted so it does not power down immediately and that it remains turned on for as long as possible. Most cameras have the ability to adjust the amount of time before the camera cuts power to the card slot. This will ensure that the card has power when it needs to transfer files.

You can also change the length of time your Mobi Pro card stays on before the network it creates times out:

To change your Mobi card's connection timeout setting:

  1. Download and install Eyefi Mobi Desktop
  2. Click the Eyefi logo in your computer's system tray in the lower-right corner for a PC, or menu bar in the upper right corner for a MAC
  3. Click Options/Preferences
  4. Insert your Mobi card into the Eyefi USB card reader, then insert the card reader into your computer
  5. Click the Mobi Cards tab
  6. Change the length of time in the drop-down menu under Connection timeout for a PC and on main card settings for MAC

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Is your camera shooting JPGs?

Eyefi Mobi cards only wirelessly transfer JPGs. Check your camera's settings to make sure you are shooting in that format.

Mobi Pro cards can also transfer RAW files in addition to JPGs. Please see the RAW transfer section below for help with RAW files.

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Is your camera writing JPGs to your Eyefi card?

Try the following solutions to verify that your camera is saving JPGs in the correct place; please see your camera's manual for details on the following settings:

  • If your camera has multiple memory cards, verify that it is saving JPGs to the correct memory card slot
  • Make sure the card lock switch is turned off

If the above settings are correct, take a few JPG photos and view them in your camera to verify that they're on your Eyefi card.

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Are there any anti-virus apps on the device to which you want to transfer photos?

Occasionally, anti-virus apps prevent computers and other devices from receiving wireless transfers from Eyefi Mobi and Mobi Pro cards. Follow these steps when troubleshooting Eyefi card transfers and anti-virus apps:

  • First, see if you can add Eyefi apps as exceptions in your anti-virus app's settings; see your anti-virus app's support documentation for help
  • Turn off your anti-virus and attempt to transfer photos again

If you find it necessary to disable your anti-virus app, you might also try contacting the app's support site to see if there's a solution that doesn't involve turning off your protection.

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Have you activated your Eyefi Mobi or Mobi Pro card on the phone, tablet, or computer to which you wish to transfer photos?

First, check to see if your Eyefi Mobi or Mobi Pro card is activated in the Eyefi Mobi or Eyefi Mobi Desktop app on your device or computer. You can check card activation in the Settings (iPhone, iPad, and Android), Options (Windows), or Preferences (Mac) menus.

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Have you activated your Eyefi Mobi or Mobi Pro card on a different phone, tablet, or computer?

If you've activated your Eyefi Mobi or Mobi Pro card on more than once device or computer, the first thing to do is close the Eyefi Mobi or Eyefi Mobi Desktop app on those devices. Closing all other Eyefi apps makes sure that your Eyefi card is only connecting to your desired device or computer.

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Is your Eyefi card broadcasting its wireless network?

In order to wirelessly transfer photos, your Eyefi card needs to be broadcasting its wireless network.

Note: If you're trying to transfer photos over the Mobi Pro Infrastructure Support feature, please see instructions below for adding an Infrastructure Support network or other additional Infrastructure Support troubleshooting.

To check to see for your Eyefi card's network:

Apple, Android and Windows phones and tablets:

  1. Make sure your Eyefi card is in your camera and receiving power
  2. Take 3 test shots
  3. Go to your phone or tablet's Settings
  4. Tap Wi-Fi
  5. Look for the wireless network labeled "Eye-Fi Card" followed by some letters and numbers

Windows Computers with Wireless Adapters

  1. Make sure your Eyefi card is in your camera and receiving power
  2. Take 3 test shots
  3. Go to your Windows computer's System Tray
  4. Click the Wireless Networks icon
  5. Look for the wireless network labeled "Eye-Fi Card" followed by some letters and numbers

Mac

  1. Make sure your Eyefi card is in your camera and receiving power
  2. Take 3 test shots
  3. Click the Wi-Fi icon in the top left
  4. Look for the wireless network labeled "Eye-Fi Card" followed by some letters and numbers

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If you're shooting RAW photos and using a Mobi Pro card, have you enabled RAW transfer?

Mobi Pro cards only transfer RAW photos if you've enabled the card setting. You can enable this setting in the Mobile or Desktop Apps. 

To enable RAW transfer in the Mobile Apps:

  1. Launch the Eyefi Mobi App
  2. Tap the options icon
  3. Tap the settings icon
  4. Select Imports
  5. Enable Receive RAW

To enable RAW transfer with the Windows Desktop App:

  1. Download and install Eyefi Mobi Desktop
  2. Click the Eyefi logo in your computer's system tray in the lower-right corner
  3. Click Options
  4. Insert your Mobi Pro card into the Eyefi USB card reader, then insert the card reader into your computer
  5. Click the Mobi Cards tab
  6. Click the arrow next to your Mobi Pro card to open its advanced settings menu
  7. Click the slider next to Wireless RAW Transfer

To enable RAW transfer with the MAC Desktop App:

  1. Download and install Eyefi Mobi Desktop
  2. Insert your Mobi Pro card into the Eyefi USB card reader, then insert the card reader into your computer
  3. Click Configure in the message that appears
  4. Go to the Mobi Cards tab
  5. Click the check box next to Transfer RAW photos to this computer

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If you have a Mobi Pro card, is Selective Transfer enabled?

The Selective Transfer feature sets your Mobi Pro card to only transfer photos you've marked with your camera's Lock or Protect button. We recommend turning off Selective Transfer during the troubleshooting process.

To disable Selective Transfer on Windows:

  1. Download and install Eyefi Mobi Desktop
  2. Click the Eyefi logo in your computer's system tray in the lower-right corner
  3. Click Options
  4. Insert your Mobi Pro card into the Eyefi USB card reader, then insert the card reader into your computer
  5. Click the Mobi Cards tab
  6. Click the arrow next to your Mobi Pro card to open its advanced settings menu
  7. Click the slider next to Selective Transfer

To disable Selective Transfer on Mac:

  1. Download and install Eyefi Mobi Desktop
  2. Insert your Mobi Pro card into the Eyefi USB card reader, then insert the card reader into your computer
  3. Click Configure in the message that appears
  4. Go to the Mobi Cards tab
  5. Click the check box next to Transfer only selected photos that are write-protected

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If you're using a Mobi Pro card's Infrastructure Support feature, have you added your Wi-Fi network to the card?

If you're trying to transfer photos using Infrastructure Support, you must first add your wireless network information to your Mobi Pro card.

To add a wireless network on Windows:

  1. Click the Eyefi logo in your computer's system tray in the lower-right corner
  2. Click Options
  3. Insert your Mobi Pro card into the Eyefi USB card reader, then insert the card reader into your computer
  4. Click the Mobi Cards tab
  5. Click the arrow next to your Mobi Pro card to open its advanced settings menu
  6. Go to the Mobi Cards tab
  7. Under Infrastructure Network Configuration, select the network you wish to add and click Add Network
  8. Enter the network password and click OK, if needed

To add a wireless network on Mac:

  1. Insert your Mobi Pro card into the Eyefi USB card reader, then insert the card reader into your computer
  2. Click Configure in the message that appears
  3. Under the Mobi Cards tab, select the network you wish to add and click Add Network
  4. Enter the network password and click Add Network, if needed

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How to remove an Infrastructure Support network

There are situations in which you might need to disable Infrastructure Support, such as troubleshooting for mobile devices or finding an Eyefi card's MAC address. To disable Infrastructure Support, you'll need to remove configured networks from your Mobi Pro card in the Eyefi Mobi Desktop app.

To remove a wireless network on Windows:

  1. Click the Eyefi logo in your computer's system tray in the lower-right corner
  2. Click Options
  3. Insert your Mobi Pro card into the Eyefi USB card reader, then insert the card reader into your computer
  4. Click the Mobi Cards tab
  5. Click the arrow next to your Mobi Pro card to open its advanced settings menu
  6. Go to the Mobi Cards tab
  7. Under Infrastructure Network Configuration, select the network you wish to remove under Configured Networks and click Remove Network

To remove a wireless network on Mac:

  1. Insert your Mobi Pro card into the Eyefi USB card reader, then insert the card reader into your computer
  2. Click Configure in the message that appears
  3. Under the Mobi Cards tab, click the Manage Networks button
  4. Select the network you wish to remove, then click Delete Network

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Eyefi Card Network Issues

On iPhone and iPad: Have you installed your Eyefi card's network profile?

iPhones and iPads require you to install a network profile to allow your Eyefi Mobi card to connect to and transfer information to your device. To install the profile, simply agree to the prompts during card setup or if you are past the setup, go to 'Settings', 'Manage Cards' and select your Mobi card, or enter the activation code then follow these steps:

  1. Tap Install (Note: these steps are for iOS 8; if your Apple device uses iOS 7, please tap Install, then tap Install Now)
  2. Enter your phone's four-digit passcode (if that feature is enabled)
  3. Tap Install
  4. Tap Install again
  5. Tap Done in the Profile Installed screen

Why do I need to enter a passcode?

If you have enabled passcode security on your phone and you set up the Eyefi Mobi app for the first time, you will need to enter your iPhone, iPad, or iPod touch passcode. This is a normal requirement for installing a new profile on an Apple device. The four-digit passcode is the same code you use to unlock your device.

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On iPhone or iPad: Did your device connect to your Eyefi Mobi card's Wi-Fi network?

Due to the way iPhones and iPads manage networks, you may need to manually select your Eyefi card's wireless network every time you use it.

Note: If you have previously set up Infrastructure Support for Mobi Pro, you will need to disable it before following the steps below.

  1. Take a couple of photos so your Eyefi Mobi card can create its own Wi-Fi network; this will only work if you have already installed the Eyefi card profile
  2. Go to your Apple device's Settings
  3. Tap Wi-Fi
  4. Tap the network named Eye-Fi Card followed by numbers (it will look something like "Eye-Fi Card ######")

It may take a minute or so for your Apple device to see the Eye-Fi card network. Once you have connected to the Eye-Fi card network, go back to the Eyefi Mobi app. Your photos are probably already transferring and you may find yourself in the main view of the app.

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On Android: Is your phone or tablet staying connected to your Eyefi card?

Android devices have a Wi-Fi option that looks for the strongest wireless network to connect to. This option is different from device to device, but it is usually called Auto network switch, Smart Network Switch, or Avoid poor connections. If this option is enabled, your phone or tablet may ignore your Eyefi card's network in favor of a stronger connection. To disable this option:

  1. Open your phone's Settings
  2. Tap Wi-Fi
  3. Tap your phone's Menu button
  4. Tap Advanced
  5. Uncheck the box next to Auto network switch, Smart Network Switch, or Avoid poor connections (your device may have a different name for the option)

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Infrastructure Support Issues

Are you logged in to your Eyefi Cloud membership?

In order to transfer photos via Infrastructure Support networks, you'll need to log in to your Eyefi Cloud membership in the Eyefi Mobi Desktop app.

To log in on Windows:

  1. Open the Eyefi Mobi Desktop app
  2. Click the Eyefi logo in your computer's system tray in the lower-right corner
  3. Enter your account information and click Log In

To log in on Mac:

  1. Open the Eyefi Mobi Desktop app
  2. Click the Eyefi logo in the menu bar
  3. Click Sign in to Eyefi Cloud...
  4. Enter your account information and click Sign In

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Have you added your wireless network to your Mobi Pro card?

In order to transfer photos with the Infrastructure Support feature, you'll need to add your wireless network to your Mobi Pro card. Please see the steps above to add your network.

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Selective Transfer Issues

Have you enabled Selective Transfer?

In order to use the Selective Transfer feature with your Mobi Pro card, you must enable it in the Eyefi Mobi Desktop app.

To enable Selective Transfer on Windows:

  1. Download and install Eyefi Mobi Desktop
  2. Click the Eyefi logo in your computer's system tray in the lower-right corner
  3. Click Options
  4. Insert your Mobi Pro card into the Eyefi USB card reader, then insert the card reader into your computer
  5. Click the Mobi Cards tab
  6. Click the arrow next to your Mobi Pro card to open its advanced settings menu
  7. Click the slider next to Selective Transfer

To enable Selective Transfer on Mac:

  1. Download and install Eyefi Mobi Desktop
  2. Insert your Mobi Pro card into the Eyefi USB card reader, then insert the card reader into your computer
  3. Click Configure in the message that appears
  4. Go to the Mobi Cards tab
  5. Click the check box next to Transfer only selected photos that are write-protected

Are you selecting images on the correct SD card?

If your camera has multiple memory card slots, be sure that you are browsing images on the correct memory card. Please see your camera's user manual for more details.

Are you using the correct "Protect" or "Lock" key?

Some DSLRs have a "star" key in addition to a "protect" or "lock" key. In order to mark photos for selective transfer, be sure you're using the "protect" or "lock" key. See your camera's user manual for more details on which keys fulfil that function.

Activation Code Issues

Can't find your activation code?

Depending on the packaging of your Eyefi Mobi card your activation code can be found on the back of the plastic jewel case that contained your Mobi card, or will be on the back of the enclosed membership card.

Eyefi Mobi cards:

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Mobi Pro cards:

Lost your activation code?

If you've lost your activation code, there are a couple of methods to recover it.

Find your activation code in the Eyefi Mobi app

If at any time you'd like to add your Eyefi Mobi card to a different phone, tablet, or computer and you have already paired it with an iPhone, iPad, or Android device, follow these steps to find a lost activation code:

iPhone or iPad

  1. Open the Eyefi Mobi app
  2. Tap the Menu icon, then tap the Settings icon
  3. Under Eyefi Mobi cards, tap Activate & View Eyefi Mobi cards
  4. Your Eyefi Mobi card's activation codes appear to the right of the cards' names

Android

  1. Open the Eyefi Mobi app
  2. Tap the Menu icon, then tap Settings
  3. Under Device Settings, tap My Eyefi Mobi cards
  4. Your Eyefi Mobi card's activation codes appear to the right of the cards' names

Contact Eyefi Customer Care with your MAC address on iPhone or iPad

Note: If you have previously set up Infrastructure Support for Mobi Pro, you will need to disable it before following the steps below.

  1. Insert your Eyefi Mobi card into your camera and take several pictures
  2. With your camera still turned on, open your iPhone or iPad's Settings
  3. Tap Wi-Fi
  4. Under Choose a Wi-Fi Network, find the network named Eyefi Card XXXXXX

Write down the six numbers that appear at the end of the Eyefi Card network; those are the last six digits of your Eyefi Mobi card's MAC address. Contact Eyefi Customer Care with that information and they will send you your Eyefi Mobi card's activation code.

Contact Eyefi Customer Care with your MAC address on Android

Note: If you have previously set up Infrastructure Support for Mobi Pro, you will need to disable it before following the steps below.

  1. Insert your Eyefi Mobi card into your camera and take several pictures
  2. Leave your camera turned on so that it can transfer photos to the Eyefi Mobi app
  3. Go to your phone or tablet's Settings menu
  4. Under Wireless & Networks, tap Wi-Fi
  5. Find the network named Eyefi Card XXXXXX

Write down the six numbers that appear at the end of the Eyefi Card network; those are the last six digits of your Eyefi Mobi card's MAC address. Contact Eyefi Customer Care with that information and they will send you your Eyefi Mobi card's activation code.

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Contact Eyefi Customer Care

If you've checked the steps above and still can't resolve your issue, please contact Eyefi Customer Care for additional help.

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