Article ID : 00024834 / Last Modified : 05/06/2015

The buttons on the portable player do not work.

Applicable Products and Categories of This Article

IMPORTANT: This article applies only to specific products and/or operating systems. Check the Applicable Products and Categories section of this article before starting these steps.

Follow the steps below to troubleshoot this issue.

IMPORTANT: If model-specific information is required to complete any of the steps in this solution, refer to the operating instructions supplied with the product. Manuals are posted on your model support page.

  1. Ensure that the HOLD function is not activated.
  2. Ensure that the media compartment lid is firmly closed.
  3. If using an AC power adapter, ensure it is securely connected and plugged into a working power outlet.

    NOTE: Not all players and recorders are provided with an AC power adapter.

  4. If using batteries, ensure they are fully charged or replace them with new ones.


    • Not all portable players and recorders have replaceable or removable batteries.
    • If the player/recorder has a battery switch, ensure it is set to the ON position.
  5. Attempt to turn on the power.

    NOTE: If the issue has been resolved, no further troubleshooting is required. Otherwise, continue following the steps below.

  6. If applicable, remove the battery and AC power adapter, or slide the battery switch to the OFF position for 30 seconds.
  7. Reinsert the battery, reconnect the AC power adapter, or slide the battery switch back to the ON position.
  8. Attempt to turn on the power.
  9. Reset the portable player.
  10. The player may contain moisture condensation. Wait a few hours to let the player dry.

The troubleshooting steps listed above should resolve your issue. If you have completed all of the steps and the issue is not resolved, service may be required.

For all Sony products (EXCEPT VAIO computers): To send your product to a Sony facility to be repaired or to check the status of the a repair, visit our eService web site.


For VAIO Computer products: Please call 1-888-4SONYPC (476-6972) for service information for your product. To check the status of your VAIO product repair, have your phone number or Best Buy service number available and call 1-800-433-5778.