Have you tried turning it off and turning back on? We’re honestly asking. Often, the issue is something in the combination of the case’s power and connection to the computer. Different computers mount external drives in different ways. To isolate the problem, try ejecting the smart case from the computer, turning the smart case off, disconnecting it from the cable. Then, plug the cable back into the case and power the the case on. This should re-establish the connection with the computer.
A second possibility is that the pictures haven’t finished downloading to the smart case before you connected it to your computer. In this case, eject the SMART CASE disc from your computer and disconnect the cable to the case. Turn off the smart case. Plug the camera back into the smart case. Then, turn on the case. The LED under the camera door should be flashing quickly to indicate that the camera’s media is still transferring to the smart case. Wait until that LED flashes more slowly or is solid before you reconnect to your computer.
If neither of those solutions work, we have one troubleshooting step for you to try: on your next use, before docking PogoCam in the smart case, try connecting it directly to your computer. Check the DCIM folder there. If your pictures and videos are present, download them to your computer as a backup. Do not delete them off the camera. Charge the smart case to make sure it has power. Then dock the camera into the smart case. After your media completes its transfer to the case, connect the case via cable to your computer again. If the DCIM folder is still empty, we can confirm there is an issue with your smart case. Please contact our Customer Care team.