Article ID : 00107713 / Last Modified : 25/10/2018

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

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The check the connected device message appears and the camera is not recognized after connecting it to Windows® XP computer.

IMPORTANT:

  • See the website of each computer manufacturer to check whether your computer is a compatible model for Windows 10 upgrading and support. When you upgrade a non-compatible model for Windows 10 upgrading, the computer may not work normally. So it is recommended to use a computer equipped with the same OS as the one you are using.
  • If the USB device is not recognized or you want to revert to the previous OS after upgrading the computer to Windows 10, check the support site of each computer manufacturer.

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 recognised by the computer.

NOTE: This answer is designed to assist when connecting a digital camera to a computer. Follow this procedure if  "Error: Connect a device or media to the computer" is displayed on the import screen and the camera is not recognized when attempting to import images with PlayMemories Home.

Follow the steps below to troubleshoot why the computer does not recognise 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, connected 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.
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  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.Image
    • The connection is ready if a USB MODE or Mass Storage connection message is displayed. This indicates that the camera is recognised by the computer.
      ImageImage
  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.

  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.

  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.

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.