Article ID : 00026136 / Last Modified : 09/06/2016

The portable audio player is not recognized by the computer.

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 this procedure to troubleshoot if the portable audio player (device/media) is not recognized by the computer.

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.


  • Depending on the model, CONNECT, USB Connect, PC Connect, or PC-<- will appear in the display of the portable player when an appropriate connection has been established.
  • If you are attempting to use your portable player on an additional computer, be sure the device is authorized  (if applicable). Authorizing your device will initialize (format) the data.
  1. If you are using the Windows Vista® operating system and a NetMD™ Simple Burner or Hi-MD Walkman recorder, download and install all available device driver and software updates. Downloads are posted on your model support page.
  2. Make sure that the player is in STOP mode (not playing a song).
  3. Confirm that the computer meets the system requirements of the software.
  4. Power the portable player using AC adapter (if applicable).

    NOTE: If your model requires battery power, replace the battery(s) with a new one.

  5. Check that the USB cable is firmly connected to both the computer and the portable player.
  6. Check the connection status again.
  7. If the portable player is connected to a USB hub, disconnect it and connect it directly to the computer with a dedicated USB cable.
  8. Check the connection status again.
  9. If the portable player is still not recognized by the computer, disconnect the USB cable and restart the computer.
  10. After the computer restarts, connect the USB cable and test the connection again.
  11. If the portable player is still not recognized by the computer, try a different USB port.
  12. Check the connection status again.
  13. If possible, connect a different USB cable to determine if the current cable is defective.
  14. If there are other devices connected via USB, temporarily disconnected them.
  15. Check the connection status again.
  16. Check the device manager for conflicts. If there are any conflicts, including conflicts among devices other than the portable player, they should be resolved .
  17. If the portable player is still not recognized by the computer, the driver may not be correctly installed, uninstall and then reinstall the SonicStage® software.
  18. If your model has a built-in initialize/format utility, initialize the player.
  19. If your model has a USB connection setting, set it to 100mA/Low-Power 100mA/Low-100mA.

    NOTE: Please refer to the Operation Guide for your model for more information about the USB connection setting.

  20. If the issue is still not resolved, it is possible that your Windows installation is corrupt and will need to be reinstalled. Try using the portable player on a different computer. If it works, the issue is with your computer. Contact the manufacturer of your computer for reinstallation procedures.


    • Before performing any type of reinstallation, always back up important files/information.
    • To use a portable player that included an earlier version of the OpenMG™ Jukebox or SonicStage software with a VAIO® computer preinstalled with a later version of the SonicStage software, install the drivers only. Do not install the earlier version of the OpenMG Jukebox or SonicStage software over the top of the later version of the SonicStage software. Use the OpenMG Jukebox or SonicStage software CD that came with the portable player to install the drivers.
    • When reinstalling the software/drivers, do not connect the portable player to the computer until after the installation has completed.
    • If the connection or disconnection is not recognized when using the OpenMG Jukebox software, use the OpenMG Jukebox 2.2 installer CD to reinstall the drivers via the Device Manager .
    • If this issue is occurring when using the Net MD Simple Burner software, a Net MD Simple Burner Update Program (UPDATE_SB1003.EXE) to resolve this issue is available on the Digital Music Player Support Website.

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.