Leappad Connect Does Not Recognize My Sons Profile.

I have two Leappad Ultras. One works fine. The second one has a profile set up and works but when I connect to the Leappad connect via usb cable it does not see or recognize there is a profile on the pad. Tech support said to create a new profile, update, then delete new profile. I did this. It updated find but when I delete the "new" profile it goes back to not seeing my sons profile. He has been using it since Christmas and does not want to loose all of his games and photo's. How do I get it to recognize his profile?