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Frequently Asked Questions

 

Product Related

 

Why is the SSD not included?

We wanted to give you the freedom to select your preffered brand and memory capacity, as we understand all consumers are unique. There are many options for memory size and manufacturer, and thus we did not want to include a memory chip since many people may already have an M.2 SSD they can use for this, and many people would want different storage sizes or prefer different brands. So, to simplify everything, we can give our recommendation and allow the users to select the SSD memory chip that is right for them - or use one they already have.

What kind of SSD is compatible with LivCore?

LivCore requires a M.2 2280 PCIe NVMe SSD with a storage of 500GB to 2TB in size. This is for a secure memory bank, since LivCore does NOT use cloud storage. Contact us at support@timeark.com if you need verification regarding whether a certain M.2 SSD will work with LivCore.

How does LivCore protect my privacy when storing photos and videos?

LivCore pairs to one phone - your iPhone - and it only works with your phone because that has your unique Apple ID. If anyone stole your LivCore and tried to connect your LivCore to their iPhone, it will not work because they do not have your Apple ID. They would have to steal your iPhone, your LivCore, and your password to unlock your phone - which makes it very secure!

Also, if anyone tries to steal your LivCore and access the photos inside by connecting your LivCore to their PC, that will not work if you choose the option in your LivCore settings to disable PC access. If you do that, any PC will not be able to access your LivCore.

Unlike cloud storage, LivCore's machine learning algorithm runs on your iPhone and thus you do not need to worry about a copy of your photos being kept in the cloud or transferred across the internet. Thus, you do not have to worry about your photos leaking to others, or being used for any malicious purposes.

Can LivCore charge my phone while it stores my photos & videos?

This is a feature that we're still working on - so we cannot promise this feature will be included. LivCore uses a Type-C cable, and we are reviewing charging options that work for us and for Apple.

Can I use the SSD took out from the PC?

Please confirm if the SSD is M.2 2280 PCIe NVMe SSD. If yes, it usually works with LivCore. The PCIe SSD that were taken out from Apple laptops do not work with LivCore because those are Apple customized. In addition, LivCore App will format your SSD in order to operate. Do remember to backup all your data to other storages before install to LivCore to prevent data loss.

How to install the SSD?

Press gently on LivCore's rear panel to slide it open (remove the silicon cover if needed). Insert SSD at a slight angle to the black connector. Press the SSD down until the white latch at the other end clicks. Slide back the rear panel back to the place. Video installation guide is available at https://youtu.be/1nRVz7mOjU0

How to remove SSD from LivCore?

Press gently on LivCore's rear panel to slide it open (remove the silicon cover if needed). Push the white latch at the other and the SSD will bounce. You can then unplug the SSD from the black connector.

What if the SSD is full?

You may replace the SSD in LivCore to collect more photos

What if the storage health status in LivCore App shows "Risk"

It is suggested to replace the "Risk" SSD inside LivCore. Meanwhile, please backup the data on the "Risk" SSD to other storage devices to prevent data loss. We are developing tools to help users migrate data on the "Risk" SSD to the new ones. Please follow our Facebook and Instagram pages to get the latest development status. If you need any technical support, please contact us at support@timeark.com for further assistant.

How to migrate data from one SSD to another?

We are developing tools to help users migrate data from one SSD to another. Please follow our Facebook and Instagram pages to get the latest development status. If you need any technical support, please contact us at support@timeark.com for further assistant.

My LivCore is not accessable

Please check if LivCore is connected to a power source and the blue LED light is on. Please confirm if the SSD is M.2 2280 PCIe NVMe SSD. Please check if your iPhone battery power is over 50%. If all of above works, please try to reinstall the PCIe NVMe SSD or replace with a new one.

Can I connect LivCore to PC as the power source?

No. LivCore can not use PC's USB port as external power source. When LivCore is connected to PC, it is only accessible (with "PC access" enabled in the LivCore App settings) from PC side. LivCore App will not recognize the connection of LivCore through lightning port.

Can I use the power source with PD (Power Delivery) supported?

Yes, you can use a power source with PD supported but it will only work as normal power sources.

How do I know if my power charger works with LivCore or not?

LivCore works with USB chargers that are UL certified, 5V/ 1A charging capability, and USB Type-A female connector. It also works with the UL certified power banks. It is suggested to use power sources with 5V/ 2A charging capability to enhance stability and user experience

Is LivCore water-proofed?

LivCore is not waterproofed.

What is the expected lifetime of LivCore (how long will it last)?

As with all technology, the frequency of use and the care you show your devices determine how long they will last. With that said, we expect your LivCore to last at least 2-3 years.

What is your return policy?

We include a 1-year warranty that covers issues with the product (not lost, broken, stolen devices - but a reasonable error in our manufacturing process).

Lightning cable of my LivCore is broken

Please contact support@timeark.com for further assist. Within the warranty period, we will replace with a good or new LivCore. If warranty is expired, there might be repair charge depending on the situation. We will provide quotation for your confirmation before repair.

Can I buy the protective sleeves separately?

The protective sleeves comes with LivCore and do not sell separately. Please follow our Facebook and Instagram pages to get latest information.

If I connect LivCore to my iPhone, what happens?

iPhone will direct you to download the free LivCore App. Before installation, please make sure the "iCloud Drive" in the iPhone "Setting" is "ON" so that LivCore can be locked to your Apple ID. You may turn "OFF" the iCloud Drive after the LivCore App is installed. Open the LivCore App and connect the LivCore device to your iPhone for the first time. Follow the instructions on the simple App setup guide and the backup process will start automatically. During the installation, please make sure your allow photos access to "All Photos" so that LivCore App can backup all your photos and videos. Depending on the number of photos you have and different generation of iPhone, as long as the process is not interrupted for any reason (like text messages, calls or games), it might take around 20-30 minutes for the first backup if you have around 5000 photos. Future backups will go much faster, and LivCore automatically checks if any new photos or videos need to be imported to its memory so it's always up-to-date.

Does LivCore work with all iPhones? What about Android or other phone types?

LivCore supports iPhones 8 and above. It does not support Android phones at this time. Prodcut that supports Andriod is developing.

Does LivCore work with iPad?

LivCore App is not optimized for iPad with lightning port yet but we are working on it. Please follow our Facebook and Instagm pages to get the latest development status.

 
 

About Use

 

If I connect LivCore to my computer, what happens?

If you have "PC access" enabled from the LivCore App settings, then a PC will detect LivCore as an external storage when you plug it in. You may use this method to copy photos from LivCore to your PC. However, if you want to export photos from a PC to LivCore, you may download "TimeArk Photo Exporter" from our Download Center.

Note that if you disable PC access in LivCore App's settings, any PC will not detect LivCore and will not be able to view the photos when you plug it in.

How do I import photos and videos from PC to LivCore

 You may download "TimeArk Photo Exporter" from our Download Center. The utility will export photos from a PC to LivCore

Why there are some photos that can not opened in Windows 8 or below?

If you choose "Keep Originals" in the "Transfer to Mac or PC" in your iPhone Photos settings, it makes the photo format can not be recognized by Windows 8 or below. However, they are viewable in Windows 10 or above.

Why my friends and family can not share one LivCore?

LivCore is designed for personal use and thus it is locked to one Apple ID a time. Other people can not use their Apple ID to access your photos in your LivCore to secure your privacy.

Can I use my LivCore on other people's iPhone?

No, LivCore is locked to one Apple ID a time. Other people can not use their Apple ID to access your photos in your LivCore to secure your privacy.

I lost my LivCore. Will other people be able to see my photos and video inside?

LivCore is locked to your Apple ID. Other people will not be able to access your LivCore through their iPhone.
If you disable PC access in LivCore App's settings, no PC will not detect LivCore and will not be able to view the photos when plugging it to PCs.

If I lose my phone, how can I sync LivCore to my new phone?

If you get a new iPhone, just use the same Apple ID in order to access the photos and videos saved on your LivCore. As long as you sign in to your new iPhone with the same Apple ID as the iPhone you lost, you will be able to access your LivCore and continue backing up photos from your new iPhone to LivCore as well.

Why LivCore App ask me to login my Apple ID?

The "iCloud Drive" settings needs to be "ON" so that LivCore can be locked to your Apple ID to secure and manage your photos. Go to the iPhone "Settings", tap "Apple ID", tap "iCloud", scroll down to "iCloud Drive" and turn it "ON". You may turn it "OFF" after the LivCore App is installed.

Why the Blue LED light on my LivCore is off?

Please make sure LivCore is connected to a power source. Try to replug LivCore to your iPhone or try other power sources.
If your PCIe NVMe SSD is 1TB or above, please use 10W, 5V/ 2A power sources to enhance stability and user experience.
If the problem remains, plase contact support@timeark.com and we will get back to you as soon as we can.

 

Please make sure LivCore is connected to a power source. Try to replug LivCore to your iPhone or try other power sources.
If your PCIe NVMe SSD is 1TB or above, please use 10W, 5V/ 2A power sources to enhance stability and user experience.
If the problem remains, plase contact support@timeark.com and we will get back to you as soon as we can.

Why LivCore is connected but the backup does not start automatically?

The backup starts automatically when iPhone's battery is 50% or above.
If your PCIe NVMe SSD is 1TB or above, please use 10W, 5V/ 2A power sources to enhance stability and user experience.
If the problem remains, plase contact support@timeark.com and we will get back to you as soon as we can.

How long will it take to backup my photos and videos to LivCore?

The backup time depends on the number of photos you have and different generation of iPhone. As long as the backup process is not interrupted for any reason (like text messages, calls or games), it might take around 20-30 minutes for 5,000 photos backup. If there is interruptions, the backup time will be longer.

Why my bakcup is disconnected repeatedly?

When this happens, please contact support@timeark.com and we will get back to you soon as we can.

Why the backup takes like forever but can not finish?

The backup time depends on the number of photos you have and different generation of iPhone. As long as the backup process is not interrupted for any reason (like text messages, calls or games), it might take around 20-30 minutes for 5,000 photos backup. If there is interruptions, the backup time will be longer. For this reason, it is recommended to run Standard Backup for better backup experience.

Why there is "LivCore is Connected" notification when my LivCore is already connected to iPhone?

iPhone terminates background Apps that occupy system resources randomly to ensure its performance. This notification pop-up when LivCore App was terminated by iPhone and reconnect automatically.

Will my photos in iPhone be deleted automatically after backup to LivCore?

LivCore will not delete any of your photos in iPhone automatically. If you want this feature, there is settings in LivCore App to "Ask Everytime if I Want to Keep the Original" after photos are imported to LivCore.

Can I restore the photos and albums from my LivCore to my iPhone?

Yes, you can select the photos you want to restore to iPhone from the LivCore App. However, LivCore does not support restore albums to iPhone.

Can I restore the photos that are deleted in LivCore App?

Yes, like the iPhone Photos, you can restore the deleted photos from "Others", "Recently Deleted" in the LivCore App. The photos deleted in LivCore App will keep 30 days and will be permanently deleted after 30 days.

How long will it take to finish the Smart Sorting?

Depending on the number of photos, you have and different generation of iPhone, the time of smart sorting can be vary.

Why some of the people are not sorted in the "People" section?

The "People" section only shows those who have more than 20 photos. Some of the photos that are not clear enough to be recognized as faces will not be sorted.

Why the result of People Sorting is wrong?

Due to various reason (lights, postures, angles or styling), some of the facial features from the same person can be misplaced. You can merge the wrong ones to the correct category in LivCore App manually. The LivCore App will learn from your guidance to further enhance the sorting accuracy.

 
 

Order Related

The LivCore I got is defected. What do I do?

If the LivCore you got is defected, please contact support@timeark.com immediately. We will replace you with a new one as soon as we can.

How do I return my order?

Please contact support@timeark.com and provide your order number, reasons of return, name and phone number. We will arrange the return and refund as soon as we can.

When returning, please make sure the original cylindrical package is in good condition and all the accessories came with it are all available. Put the cylindrical package in additional package when returning. DO NOT return with the cylindrical package only. Damage to the cylindrical package or shortage of accessories will result in the deduction of refund amount.