Article ID : S500016074 / Last Modified : 11/04/2018

How to resolve when the portable player is not recognized by the computer?

The portable player is not recognized by the computer.

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IMPORTANT:

  • If the New Hardware Wizard appears and is prompting for a location of the driver, point to the following directory: C:/WINDOWS/INF.
  • To function properly, your Walkman® player must be recognized by your computer as a Media Transfer Protocol (MTP) device. If the portable player was connected to the computer before the Windows Media® Player version 10 or later was installed, it will be recognized as a Mass Storage Class (MSC) device and not function properly. In that case, a  different procedure  is available to correct this issue.
  • For some models, when you use the portable player for the first time, if you have not used it for a long time, or the battery is depleted, it may take up to 5 minutes for it to be recognized or start charging. On models with a display, the display will remain blank. If it the portable player is not recognized or does not begin to charge after waiting 5 minutes, reset the player by pressing the reset button.

NOTE: If this is not the first time using your player and it was working properly at one time with no major changes performed (such as restoring the operating system or replacing a hard drive), follow the procedure below:

  1. Check for available space  on the player using Windows Media Player or My Computer.
  2. Restart the computer.
  3. Check the connection status again.
  4. Check that the USB cable is firmly connected to both the computer and the player.
  5. Check the connection status again.
  6. If the player is connected to a USB hub, disconnect it and connect it directly to the computer with a dedicated USB cable.
  7. Check the connection status again.
  8. If the player is still not recognized by the computer, disconnect all devices connected to the computer with a USB connection and restart the computer.
  9. After the computer restarts, connect only the Walkman player and test the connection again.
  10. If the player is still not recognized by the computer, try a different USB port.
  11. Check the connection status again.
  12. Under the Common settings menu of the player, format the player using the built-in Format utility.
  13. Check the connection status again.
  14. Verify the current Operating System. If it is an upgraded operating system, contact the computer manufacturer for updated drivers for their upgraded operating system.
  15. If you are running the Windows XP operating system, be sure you are running Service Pack 2 (SP2) or later.
  16. If you did not have the latest service pack, test the connection status again after it has been installed.
  17. If you are still unable to transfer music to your player and have not yet uninstalled and reinstalled the driver  follow the procedure to confirm that the player is recognized by the computer as an MTP device .