Article ID : 00090893 / Last Modified : 19/09/2018

Images cannot be imported from the Sony camera in PlayMemories Home.

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If you cannot import images from the Sony camera in PlayMemories Home, check the following.

  1. Check if the Sony camera is recognized by the computer.

  2. Install the latest version of PlayMemories Home .

  3. Perform the device authentication to add the camera’s functions to PlayMemories Home.


    File Format

    Device Authentication
    XAVC S
    AVCHD
    MPEG-2
    Required
    Still images
    MPEG-4
    Not Required
    1. Make sure to connect the camera to the computer with the supplied USB cable after turning on the Sony camera.

    2. Click on YES when the following message is displayed. If you do not click on YES, the USB operation mode will be set to MTP, which will disable PlayMemories Home from importing photos and videos.

      Image

    3. When PlayMemories Home recognizes the camera, the dialog "Thank you for purchasing (model name)" will be displayed. Click on OK to close the dialog. If you do not click on OK, device authentication will not be completed.


  4. While PlayMemories Home is launched, check and secure the USB connection between the camera and the computer.

  5. Check that the images stored in the camera's memory or the memory card inserted into it were recorded by the camera itself.

    NOTE: Some photos or videos stored in the camera's memory or the memory card inserted into it may not be recognized if a different device recorded them.

  6. Change USB Connect Setting and USB LUN Setting on the camera.
    After disconnecting the camera from the computer, set USB Connect Setting to Mass Storage and USB LUN Setting to Single Reconnect the camera to the computer and follow Step 3 to see if the device can be authenticated.
    The following is an example of operating procedure.

    NOTE: Depending on the camera, operation may vary or the setting item may not exist. For details, refer to your camera’s instruction manual.

    • Handycam

      • Select MENU - Setup - Image(Connection). Set USB Connect Setting to Mass Storage.
      • Select MENU - Setup - Image(Connection) in that order. Set USB LUN Setting to Single.
    • Cyber-shot

      • Select MENU - Image(Setup ) in that order. Set USB Connect Setting to Mass Storage.
      • Select MENU - Image(Setup ) in that order. Set USB LUN Setting to Single.
    • α (Alpha)

      • Select MENU - Setup in that order. Set USB Connection to Mass Storage.
      • NOTE: There is no USB LUN Setting.
  7. Reconnect the camera and the computer with the USB cable.

    The computer may not correctly recognize the camera if using a USB 3.0 port. If your computer has both USB 3.0 and USB 2.0 ports, connect to a USB 2.0 port and see if the camera is recognized.

    If your computer does not have a USB 2.0 port, try connecting the USB cable to another USB port on the computer. If the problem persists, connect the USB cable to all USB ports on the computer and follow Step 3 to see if the device can be authenticated.
    For details on the USB ports your computer is equipped with, see the instruction manual for your computer or inquire with the manufacturer.

  8. Restart the computer.

    There is a possibility that the device cannot be authenticated due to an unstable process on the computer.

    1. Disconnect the USB cable from the computer and restart the computer.
    2. Turn the camera off.
    3. After the computer finishes restarting, turn the camera on and connect it to the computer. Then, follow Step 3 to see if the device can be authenticated.
  9. Run PlayMemories Home Settings Initialization Tool.
    There may be a problem with PlayMemories Home. Run PlayMemories Home Settings Initialization Tool to restore the program to its initial settings (settings immediately after installation). Then, follow Step 3 to see if the device can be authenticated.
    Follow the steps below to initialize PlayMemories Home.

  10. Uninstall PlayMemories Home and install it again.
    PlayMemories Home may not operate properly. Uninstall PlayMemories Home, then install the latest version of PlayMemories Home.
    For details on operations, refer to the following related Questions and Answers.