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.

Follow the instructions below to resolve the issue. Check if the issue is resolved after each step.

• Set the USB connection mode to file transfer
  
  Note: The default connection mode is always set to Charge this device.
  1. Make sure that your device screen is unlocked and connected to a computer via a USB cable.
  2. On your Home screen, drag the status bar downwards.
  3. In the notifications list, find and tap USB charging; then select File transfer/Transfer files (MTP).
• Make sure to use the original USB cable, and that it is properly connected to the device and computer.
• Check if your computer meets the Xperia Companion system requirements.
• Restart the computer and the 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.
  
  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.
  • Android 9.0
    1. Find and tap Settings → Apps & notifications → See all apps.
    2. Tap the (menu icon) → Show system.
    3. Tap Media Storage → Storage → CLEAR DATA → OK.
  • Android 8.0
    1. Find and tap Settings → Apps & notifications → App info.
    2. Tap the (menu icon) → Show system.
    3. Tap Media Storage → Storage → CLEAR DATA → OK.
  • Android 6.0, 7.0, 7.1, or 7.1.1
    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.
• If your device has a memory card.
  • Turn off the device.
  • Remove and reinsert the memory card.
  • Restart your computer.
  • Turn on the device.
  • 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.
• Make sure your device has the latest software update. Visit the model support page for additional details on how to update and find the latest software version.
• 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.