PlayMemories Home can't import the images from the camera

Follow these steps if the PlayMemories Home™ software doesn't import images from the camera.

1. Check if the computer recognizes the camera:
   • When using a camcorder
   • When using an α (Alpha) or Cyber-shot® camera
2. Perform device authentication to add the camera's functions to PlayMemories Home

   Device Authentication Table

   File Format	Device Authentication
   XAVC-S - AVCHD - MPEG-2	Required
   MPEG-4 - JPEG - RAW	Not Required

   1. Turn the camera on and connect it to the computer with the supplied USB cable.
   2. When the following message is displayed, select YES.

      

      Note: If NO is selected, the USB operation mode will be changed to MTP and will prevent PlayMemories Home from downloading the images
   3. When the message Thank you for purchasing (model name) is displayed, select OK to complete device authentication.

3. Check the content stored in the camera's memory or the inserted memory card. The camera may not recognize content recorded or saved by a different device.
4. Check the USB connection mode on the camera display when PlayMemories Home is launched.
5. Change the USB Connection Setting and USB LUN Setting.

   The USB Connection Setting and USB LUN Setting options aren't available on all camera models. Check your manual for model-specific information.

   • α Alpha cameras

     • Set USB Connect Setting to Mass Storage.
       • Press MENU → Setup → USB Connection → Mass Storage.
       Note: There is no USB LUN Setting.

   • Cyber-shot® cameras

     1. Set USB Connect Setting to Mass Storage.
        • Press MENU → (Setup) → USB Connect Setting → Mass Storage.
     2. Set USB LUN Setting to Single.
        • Press MENU → (Setup) → USB LUN Setting → Single.

   • Handycam® camcorders

     1. Set USB Connect Setting to Mass Storage.
        • Press MENU → Setup → (Connection) → USB Connect Setting → Mass Storage.
     2. Set USB LUN Setting to Single.
        • Press MENU → Setup → (Connection) → USB LUN Setting → Single.

6. Reconnect the camera to the computer with the USB cable

   1. The computer may not recognize the camera if it's connected to a USB 3.0 port. If your computer has both USB 2.0 and 3.0 ports, try connecting the camera to a USB 2.0 port.
      
      Note: Check your computer manual for additional information on USB specifications.
   2. If the camera still can't be recognized, disconnect all other USB devices and try another USB port.
   3. If the camera is recognized, proceed with the device authentication procedure on Step 3.

7. Restart the computer

   An unstable computer process may prevent the device authentication.

   1. Disconnect the camera and restart the computer.
   2. Turn the camera off.
   3. Turn the camera on and reconnect the USB cable after the computer restarts.
   4. If the camera is recognized, proceed with the device authentication procedure on Step 3.

8. Run the PlayMemories Home Setting Initialization Tool

   1. If the device authentication doesn't start, disconnect the camera and run the PlayMemories Home Setting Initialization Tool to reset PlayMemories Home to the default settings.
   2. Reconnect the camera to the USB port.
   3. If the camera is recognized, proceed with the device authentication procedure on Step 3.

9. If it is still not operating properly, uninstall and then reinstall the PlayMemories Home software.