Yes, you generally need to format the SD card. You can do that with a laptop or a desktop that has a card reader. There may be apps that allow you to format the SD card also, but I don't know. I've always just used my computer. You want to format it fat32.
EDIT: Much of my understanding of this is in flux.
Not if she's using 4.4+ (KitKat). If you believe the latest buzz on 4.4+ (I don't know if Lollipop solves this or not), KitKat brought with it a huge security requirement. It essentially needs to have the SD card in one of the linux blessed filesystems likely EXT3/4, but it's unclear for her phone which one precisely.
FAT32 simply does not allow the proper unix ownership and RWXRWXRWX style file permissions that KitKat tried to bring with it. It essentially boils down to an app needing to keep in charge of it's own folders, and disallowing anything else from altering it. This is a much safer paradigm, but completely puts a hammer to things-----it more or less works if the application completely originates writing from the beginning, but should you have an app use the card and then later upgrade to 4.4(etc.) then apps that have been moved over the SD card will be horrendously flaky because 4.4 will try to deal with permissions that simply aren't there in the FATvariant.
Using the phone's internal format will work *EXCEPT* that if there's any files there, AFAICT nothing happens but a bulk erase. This is completely maddening.
I've read speculation by clicking around that the multiple mount/unmount/mount/unmount (over and over again) problems that folks have been having may be related to this, and (somehow?) may be what's clobbering the cards at the lower level. I have no idea why this would be the case, because a mount doesn't do anything special that I can think of, so I'm not putting any faith in that one.
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