Memory Card Support FAQ

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Troubleshooting Questions
My SD memory card/microSD memory card did work properly in my device before but does not work in the same device now.
Check and perform the following troubleshooting actions:

1)Your SD memory card capacity may not be compatible with the maximum SD memory card capacity of the device in which the card is used.

Check the maximum SD memory card capacity of the device for compatibility with your card. If you keep using the card in such an incompatible device, data stored in the card may be corrupted or lost or the card may malfunction. A device working with an SD memory card does not always mean a device compatible with the card.

2) Did you reformat your SD memory card in the device?

Our SD memory cards come pre-formatted when shipped from the manufacturer. Even so, some digital cameras, smartphones and other devices except PCs may require reformatting of an SD memory card. If the user guide for the device requires reformatting, follow the instruction in the user guide.

3) The SD memory card slot of the device may be in poor contact with your SD memory card.

Remove the card from the slot and re-insert the card into the same slot. Then re-insert the card into an SD memory card slot of another device.

If the troubleshooting actions above do not solve the problem,
a) prepare either a PC with an SD memory card slot compatible with your SD memory card capacity or an external SD memory card reader,
b) reformat the card using "SD/SD/SDHC/SDXC SD Memory Card Formatter" downloaded from https://www.sdcard.org/downloads/formatter/.

When you reformat the card in a PC, use the specified "SD/SD/SDHC/SDXC SD Memory Card Formatter" downloaded from the website above. Do not use other format software. If you reformat the card using standard PC format software, the card will not be properly reformatted.

If the user guide for the device requires reformatting of an SD memory card, reformat the card, already reformatted using "SD/SD/SDHC/SDXC SD Memory Card Formatter", in the device.

If the troubleshooting actions above do not solve the problem, contact KIOXIA Customer Support.
My 64GB microSD memory card/SD memory card is recognized as a 32GB and stores only up to 32GB.
Your device may not be compatible with 64GB SD memory cards. SD memory cards typically do not work but infrequently could work in an incompatible device.

If you reformat your 64GB SD memory card in a device compatible with the maximum capacity of 32GB, the 64GB card may be formatted to 32GB. Using an SD memory card in an incompatible device may cause the card to malfunction.

If you have reformatted the card in an incompatible device to a different capacity from the original capacity of the card, you can reformat the card in a compatible SD memory card reader and a PC using the specified "SD/SD/SDHC/SDXC SD Memory Card Formatter" downloaded from https://www.sdcard.org/downloads/formatter/. The card reformatted in the step above may be returned to the proper state.

When you reformat the card in a PC, use the specified "SD/SD/SDHC/SDXC SD Memory Card Formatter" downloaded from the website above. Do not use other format software. If you reformat the card using standard PC format software, the card will not be properly reformatted.
My SD memory card/microSD memory card can not read data. Is there a way to recover such data?
We do not provide data recovery service.
Product Questions
Do I need to format my SD memory card/microSD memory card before use?
Our SD memory cards come pre-formatted to the SD memory card formatter provided by SD Association. You can use your SD memory card in a PC without reformatting. If you use the card in a device other than a PC such as a digital camera or a smartphone with formatting function, you may need to reformat the card in such a device. Check the user guide for the device. If the user guide requires reformatting of an SD memory card, follow the instruction in the user guide.

When you reformat the card in a PC again, use "SD/SD/SDHC/SDXC SD Memory Card Formatter" downloaded from https://www.sdcard.org/downloads/formatter/. Do not use other format software.
Are SD memory cards/ microSD memory cards compatible with ReadyBoost or VHD?
Not compatible.
Can my SD memory card/microSD memory cards be affected by airport X-ray machines?
Our SD memory cards have been tested* and verified compliant with ISO7816-1. Based on the test result, we do not think that our SD memory cards become damaged by airport X-ray machines. If you want to make sure the safety of your SD memory card, ask airport security officers.

*Note: By the test, we have verified that our SD memory cards work properly after exposure to 0.1Gy (gray) X-ray irradiation.
What are speed classes of SD cards?
SD cards have three speed classes: "Speed Class", "UHS Speed Class" and "Video Speed Class" indicating performance specifications to write and read given data sizes in given steps of video recording.

A speed class symbol with a number marked on each SD card shows a minimum write speed. Higher numbers show faster write speeds.

Go to https://www.sdcard.org/consumers/choices/index.html for details from SD Association website.
Other Questions
What flash technologies do your SD/microSD memory cards use?
We are sorry that we do not answer questions about technologies of our memory cards because our memory cards are intended for personal consumers.

OUR MEMORY CARDS ARE NEITHER INTENDED NOR WARRANTED FOR USE IN EQUIPMENTS OR SYSTEMS THAT REQUIRE EXTRAORDINARILY HIGH LEVELS OF QUALITY AND/OR RELIABILITY, AND/OR A MALFUNCTION OR FAILURE OF WHICH MAY CAUSE LOSS OF HUMAN LIFE, BODILY INJURY, SERIOUS PROPERTY DAMAGE AND/OR SERIOUS PUBLIC IMPACT ("UNINTENDED USE"). Except for specific applications as expressly stated, Unintended Use includes, without limitation, equipment used in nuclear facilities, equipment used in the aerospace industry, lifesaving and/or life supporting medical equipment, equipment used for automobiles, trains, ships and other transportation, traffic signaling equipment, equipment used to control combustions or explosions, safety devices, elevators and escalators, and devices related to power plant. IF YOU USE OUR MEMORY CARDS FOR UNINTENDED USE, AS COMPONENTS INCORPORATED INTO OR CONTAINING IN DEVICES OR EQUIPMENT, OR FOR INDUSTRIAL USES, KIOXIA ASSUMES NO LIABILITY FOR SUCH MEMORY CARDS. For our warranty statement, go to here.
How many years are SD memory cards covered under warranty?
Go to here and see our warranty statement.
What are prices for your memory cards?
Retail prices are open. Ask retailers carrying our memory cards.
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Troubleshooting Questions
None
Product Questions
What is difference between EXCERIA HIGH ENDURANCE and other (standard) models?
EXCERIA HIGH ENDURANCE is microSD memory cards designed for dashboard cameras and surveillance cameras* that are not supported by our other standard memory cards. To realize sufficient endurance required for dashboard cameras for personal uses, EXCERIA HIGH ENDURANCE is designed that its 32GB model holds a cumulative total of 5,000 hours, its 64GB model holds 10,000 hours, its 128GB model holds 20,000 hours, and its 256GB model holds 40,000 hours of Full HD Video.

*EXCERIA High Endurance is not designed for business or industrial uses. Compatibility with all devices is not warranted.
What flash memory type (SLC, MLC, TLC and so on) is used in EXCERIA HIGH ENDURANCE?
We are sorry that the flash memory type used in EXCERIA HIGH ENDURANCE is undisclosed. To realize sufficient endurance required for dashboard cameras for personal uses (except business or industrial uses), EXCERIA HIGH ENDURANCE is designed that its 32GB model holds a cumulative total of 5,000 hours, its 64GB model holds 10,000 hours, its 128GB model holds 20,000 hours, and its 256GB model holds 40,000 hours of Full HD Video.
What dashboard camera models and surveillance camera models are EXCERIA HIGH ENDURANCE compatible with?
We are sorry that the compatible dashboard camera models and compatible surveillance camera models are undisclosed. We think that EXCERIA HIGH ENDURANCE should be compatible with a host device if its specification requirements for memory card (such as capacity, interface, maximum read/write speed) meet the specification of EXCERIA HIGH ENDURANCE. If not compatible, contact our Customer Support Center.
Do I need to format EXCERIA HIGH ENDURANCE before use?
Check the user guide of the host device for which the EXCERIA HIGH ENDURANCE is being used. Please follow the instructions in the host device user guide.
What should I do if a message saying "Format the microSD memory card" appears on a dashboard camera display during recording?
The prompt comes from the dashboard camera. Follow the prompt.
Can I use your standard micro SD cards other than EXCERIA HIGH ENDURANCE with dashboard cameras or surveillance cameras?
No. Our standard microSD cards other than EXCERIA HIGH ENDURANCE are not designed for use with dashboard cameras or surveillance cameras required to record video continuously. Our standard microSD cards other than EXCERIA HIGH ENDURANCE will not be covered under our warranty if used with dashboard cameras or surveillance cameras. From here check our Warranty Statement for each product.
Others
How many years is EXCERIA HIGH ENDURANCE covered under warranty?
EXCERIA HIGH ENDURANCE is covered under a three (3)-year warranty. Go to here and see our warranty statement.
What are prices for your memory cards?
Retail prices are open. Ask retailers carrying our memory cards.

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