Article ID : SX025603 / Last Modified : 25/05/2022

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 not find the device.

    Several reasons can cause this to happen

    • 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.

    Try these methods below and see if it solves your issue before moving on to the next step.

    • 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 Charging only. For a computer to detect your device, select the Transfer files connection mode every time you connect the device to a computer.
    • Ensure that you are using an original Sony USB cable specifically intended for your device and that it's properly connected to the device and computer.
    • Check if your computer meets the Xperia Companion system requirements
    • Restart the computer and your Xperia device, then reconnect your Xperia device to the computer using the USB cable. 
    • Disconnect your device from the computer and clear the Media Storage system app data 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, ensure 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 optimal performance and the latest enhancements.
    • Turn off any antivirus or firewall programs and reconnect the device to the computer.
    • If your computer connects to 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. Connect your smartphone to a computer using a USB cable.
    2. Drag the status bar downwards from the home screen.
    3. In the notifications list, depending on the 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 clearing the application data. However, the procedure may result in losing 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 & cache → CLEAR 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 clearing the application data. However, the procedure may result in losing 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 clearing the application data. However, the procedure may result in losing 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 clearing the application data. However, the procedure may result in losing 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.