Article ID : 00015408 / Last Modified : 03/21/2016

The PlayMemories Home software will not open, stops responding or has errors.

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If the PlayMemories Home™ software will not open, stops responding or has errors, follow the steps below.

IMPORTANT:

  • The PlayMemories Home software will not start if a virtual drive is present in your computer. Uninstall virtualization software or deactivate the virtual drive before launching the PlayMemories Home software. Refer to the manufacturer of the software for inquiries on how to uninstall the virtualization software or deactivate the virtual drive of the computer.
  • Because each of these steps represents a possible solution to this issue, check the status of the PlayMemories Home software after completing each step.
  1. Restart your computer.

    NOTE: There is a possibility that the PlayMemories Home software will not launch if the computer is encountering a processing issue. Restart the computer and launch the PlayMemories Home software again. If the PlayMemories Home software fails to launch even though other software is launching normally, or if the issue is not resolved by restarting the computer, proceed to the next step.

  2. Update the PlayMemories Home software to its latest version.
  3. Select the DLNA Off setting in the PlayMemories Home Setting Initialization Tool.

    1. Open the PlayMemories Home Setting Initialization Tool .
    2. Check the tick box for DLNA Off, and then select Start.

      PlayMemories Home Settings Initialization Tool

    3. When the message Are you sure you want to run the following process? and DLNA Off is displayed, select Yes.
    4. When the message Process completed is displayed, select OK.
  4. Restore the application to its default settings using the PlayMemories Home Setting Initialization Tool.

    1. Open the PlayMemories Home Setting Initialization Tool .
    2. Check the tick box for Restore the program to its default settings, and then select Start.

      PlayMemories Home Settings Initialization Tool

    3. When the message Are you sure you want to restore the program to its default settings? is displayed, select Yes. When Process completed is displayed, select OK.
    4. When you launch PlayMemories Home, the message Select the settings that PlayMemories Home uses initially will be displayed. Select Use custom settings and then select Next.
    5. The Add folders window will appear. Uncheck the box for Pictures (or My Pictures) and then select Next.
    6. The Import Media Files window will appear. Check the box for Import PlayMemories Home when a device is connected and then select Next.
    7. The PlayMemories Online settings window will appear. Check the box for Skip PlayMemories Online set-up now (you may set-up later) and then select Next.
    8. Reselect the DLNA Off setting in the PlayMemories Home Setting Initialization Tool.

    If the issue is resolved, you can register a folder. If the issue reoccurs once a folder is registered, it is possible that the folder contains damaged images or incompatible files.

  5. Reinstall the PlayMemories Home software.

    NOTES: Refer to the following for details on reinstalling.

NOTE: If the PlayMemories Home software installation fails or if startup or performance is unstable even after installation is completed, try running the PlayMemories Home Repair Tool .