Article ID : SX025604 / Last Modified : 25/05/2022Print

Xperia Companion doesn't detect a connected Xperia device

    When connecting an Xperia device to a computer using a USB cable, the Xperia Companion application may be unable to find the device. This can be caused by several reasons.

    • The Xperia device has an MTP (Media Transfer Protocol) problem.
    • The Xperia Companion application fails to detect the Xperia device.
    • The Xperia device doesn’t appear in the computer file explorer.
      Note: Since Xperia 1 IV and later products, due to system limitations, Xperia devices will not detect your computer. Please set the USB connection mode to file transfer with the instruction.

    Try these methods one after the other. Verify whether the problem was solved after each method, before trying the next one. Refer to detailed instructions further down this page.

    • Make sure that the screen of your device is unlocked, and that the USB connection mode on the device is set to Transfer files. The default connection mode is always set to Charging only. For a computer to detect your device, select the Transfer files connection mode every time you connect the device to a computer.
    • Make sure that you are using an original Sony USB cable specifically intended for your device and that it is properly connected to the device and computer.
    • Check if your computer meets the Xperia Companion system requirements on the following link Xperia Companion.
    • Restart the computer and your Xperia device, and once they are restarted, reconnect your Xperia device to the computer using the USB cable. 
    • Disconnect your device from the computer and clear the data in the Media Storage system app on your device. Restart your device and connect it to the computer.
    • If your device has a memory card, turn off the device and then remove and reinsert the memory card. Restart your computer. Turn on the device and then reconnect the device to the computer using the USB cable.
    • If you are using Windows N or Windows KN, make sure that you have downloaded the Media Feature Pack to enable file transfer. These versions of Windows do not support MTP file transfer.
    • Update your device to ensure that you have optimal performance and the latest enhancements. 
      Tip: To check your device's current software version, find and tap Settings > About phone > Build number.
      Tip: To check whether software updates are available for your device, find and tap Settings > System >Softwre update
    • Turn off any antivirus or firewall programs and then reconnect the device to the computer.
    • If your computer is connected on a Local Area Network (LAN), contact your IT department to see if you have full administrative rights.

    Refer to the instructions below for detailed information on how to perform the steps listed above.

    Setting the USB connection mode to file transfer

    To set the USB connection mode to file transfer

    1. Make sure that your device is connected to a computer via a USB cable.
    2. From your Home screen, drag the status bar downwards.
    3. In the notifications list, depending on device model, either
    • find and tap USB for charging, then select File transfer/Transfer files (MTP) or
    • under Android system/USB Preferences, find and tap File transfer.

    Clearing Media Storage application data

    Android 10 or 11 or 12

    To clear Media Storage application data

    Note! No pictures, music or other media content will be erased from your device when you clear the application data. However, the procedure may result in the loss of related files, such as playlists and music information.

    1.     Find and tap Settings > Apps & notifications See all [number] apps.
    2.     Tap  (menu icon) > Show system.
    3.     Tap Media Storage > Storage & cacheCLEAR STORAGE OK.

    Android 9.0

    To clear Media Storage application data

    Note! No pictures, music or other media content will be erased from your device when you clear the application data. However, the procedure may result in the loss of related files, such as playlists and music information.

    1.     Find and tap Settings > Apps & notifications See all apps.
    2.     Tap  (menu icon) > Show system.
    3.     Tap Media Storage > Storage > CLEAR DATA > OK.

    Android 8.0

    To clear Media Storage application data

    Note! No pictures, music or other media content will be erased from your device when you clear the application data. However, the procedure may result in the loss of related files, such as playlists and music information.

    1.     Find and tap Settings > Apps & notifications > App info.
    2.     Tap  (menu icon) > Show system.
    3.     Tap Media Storage > Storage > CLEAR DATA > OK.

    Android 6.0, 7.0, 7.1 or 7.1.1

    To clear Media Storage application data

    Note! No pictures, music or other media content will be erased from your device when you clear the application data. However, the procedure may result in the loss of related files, such as playlists and music information.

    1. From your Home screen, tap the application screen icon.
    2. Find and tap Settings > Apps
    3. Tap the menu button (three vertical dots), then tap Show system.
    4. Tap Media Storage > Storage > CLEAR DATA > OK.