Article ID : 00019890 / Last Modified : 08/08/2014

Movies will not play or will not play properly in the PlayMemories Home software.

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IMPORTANT: This is a model-specific solution, verify if your model is compatible with the PlayMemories Home™ software before doing the steps below. Manuals are posted on your model support page.

NOTE: Each of these steps represents a possible solution to this issue, check the status of the movie playback using the PlayMemories Home software after completing each step.

  1. Confirm that the videos being played are supported by the PlayMemories Home software. The video format are as follows:
    • Videos taken or recorded by a camera (AVCHD, MPEG-2, MP4, etc.)
    • DV-AVI
    • Motion JPEG
    • WMV
    • MPEG-1
  2. Confirm that the computer meets or exceeds the recommended Windows® computer environment for before installing or using the PlayMemories Home software.
  3. Change the video playback by setting the Hardware Acceleration of your computer operating system .

    NOTE: If Use detected acceleration is marked, the Detect Automatically button has to be pressed. Detect Automatically is a function to automatically adapt PlayMemories Home software to the computer's system.

  4. Update the display driver of your computer to the latest version. For more information, contact the manufacturer of the display driver of your computer.
  5. Update your PlayMemories Home software.
  6. Uninstall any freeware applications.

    IMPORTANT: Some freeware applications have codec's and codec packs that may cause various issues or errors with the PlayMemories Home software.

  7. Set the power setting of the computer to high or optimum performance. This allows the computer to make use of its maximum processing power and capability. If you're using a laptop running on battery power, connect the power cable and change the power settings.
  8. Install the latest firmware update available for the camera or camcorder. Downloads are posted on your model support page.

    NOTE: Do a test recording, import the video files and play it back again using PlayMemories Home. If issue still persists, lower the movie recording resolution and try again.
  9. To further isolate the issue, try a different computer or use another media playback application that is compatible with the movie file format.