Article ID : 00010620 / Last Modified : 10/25/2018

The computer does not recognize the USB connection from a Sony digital camera.

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IMPORTANT: Computers pre-installed with older versions of Windows operating system may not be fully compatible with Windows® 10 operating system. Check with the manufacturer if your computer model is compatible with the Windows 10 operating system. If your computer is not compatible with Windows 10 operating system, downgrade your computer to the previous Windows operating system running on your computer to get the most of its functionality and compatibility. For VAIO® computers, Windows 10 compatibility can be checked from the Sony Support for VAIO PCs website.

When a Sony® camera is connected to the computer USB port and powered on, the USB MODE or Mass Storage connection message should always appear on the camera screen. If USB MODE or Mass Storage does not appear, the camera is not being recognized by the computer.

NOTE: This answer is designed to assist when connecting a digital camera to a computer. Additional troubleshooting steps are available.

Follow the steps below to troubleshoot why the computer does not recognize the USB connection from a Sony digital camera.

IMPORTANT:

  • Some computer operating systems may require you to be logged on as an Administrator or with administrator rights.
  • If the computer you are using is connected to a network, it may be necessary to temporarily disable the network connection or connect the camera to another computer that is not on a network.
  1. Unplug the USB cable from both the computer and camera.
  2. Turn the camera off and then back on again.
  3. Make sure the USB ports on both camera and computer are not dusty or dirty.
  4. Make sure the recording media is properly inserted in the camera.

    NOTE: When trying to retrieve images from a camera with internal memory, this step is not necessary.

  5. With the camera on, connect the supplied USB cable to the camera. Make sure that the connection is tight and secure.

    NOTES:

    • Connection through a USB hub is not supported.
    • Some cameras have an attached USB jack that will directly connect to a USB port instead of a USB cable.
    • If using a USB cable, make sure you are using the cable that was supplied with the camera. Other, non-Sony cables may charge the camera but do not always allow images to be imported.
    • The supplied cable will have the words Sony Corp. printed on it.

      cord

  6. Plug the other end of the supplied USB cable into the computer.

    NOTES:

    • If Connecting... is displayed, this indicates that the connection is not ready yet. Wait until a connection is established.

      USB Mode

    • The connection is ready if a USB MODE or Mass Storage connection message is displayed. This indicates that the camera is recognized by the computer.

      Image

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  7. If a USB MODE or Mass Storage connection message is displayed on the camera screen, the camera is recognized by the computer. No further troubleshooting is needed.

If the Connecting... message does not go away, or a USB MODE or Mass Storage connection message is not displayed, try changing the cable connection to a different USB port on the computer.

If the issue occurs even after changing the cable connection to a different USB port on the computer, follow these additional troubleshooting steps:

  1. Disconnect any other USB devices (except for the mouse and keyboard) from the computer.
  2. Make sure that one or both drives have their own letters assigned to them and do not share the same letter with any other drive on the computer or network location.

    NOTE: You may need to consult your computer manufacturer for help finding this information.

  3. If available, make sure the LUN Setting on the camera is set to Multi .

    NOTE: For model-specific information about how to set the LUN Setting, consult the instruction manual of your camera. Manuals are posted on your model support page.

  4. Turn off the camera for 30 seconds.
  5. After 30 seconds, turn the camera on again.
  6. If the camera has a USB connection or Transfer mode setting in the menu, try setting it to Normal, Mass Storage, or PTP.

    NOTE: For model-specific information about USB connection or Transfer mode settings, consult the instruction manual of your camera. Manuals are posted on your model support page.

  7. If the issue is not resolved, restart the computer.
  8. If the issue is still not resolved, try uninstalling and reinstalling the USB driver .
  9. If the issue is still not resolved, reset the camera back to original factory settings .
  10. If the issue is still not resolved and you have access to another computer, connect the camera to that computer using the same steps outlined above and see if the camera is recognized.
    • If the camera is recognized on another computer, then the USB ports on the first computer may not be configured properly or software may be installed that is interfering with the connection. Contact your computer manufacturer for details on additional troubleshooting for the USB ports.
    • If the camera is not recognized with another computer, there may be a problem with the USB cable. Replace the USB cable . Go to Parts and Accessories.  

The troubleshooting steps listed above should resolve your issue. If you have completed all of the steps, replaced the USB cable and the issue is not resolved, the camera may require service. Begin the procedure to send your Sony product into a Sony facility to be repaired.