Thank you for the move; I think it will get better results. She had the camera set to phone memory, so everything that was done recently (last couple of months) are in the internal. I pulled the SD and put it in my reader and she saw pics and vids, but from a while back. It's a tough situation; really don't want to hard reset yet until I have exhausted everything I can think of. Just wish either
1) Kies had a way to read the drive while screen is locked
2) Unlock screen in another manner
3) Figure out a way for the USB connection actually read the drive (with mine it works fine showing the Phone drive; hers is blank).
I'll keep pressing on, but thanks again!