Sony Support

Article ID : 00031454 / Last Modified : 03/30/2021Print

Can't Install the Supplied Software on a Computer

    The software installation may fail due to the following reasons:

    • The software isn't compatible with the computer operating system.
    • The computer doesn't meet the minimum system requirements for installing the software.
    • Another application or utility is running in the background of the computer and interfering with the installation.
    • Antivirus or spyware software is preventing the installation.

    Solution

    1. Check the instruction manual to determine the minimum system requirements and operating system supported by the software. Manuals are posted on your model support page.
    2. Make sure the computer's specifications meet the minimum system requirements, and operating system that the software supports.
    3. Download and install all available updates for the computer and software. Downloads are posted on your model support page.
    4. Temporarily disable any antivirus or spyware software.
    5. Close any software applications or other unnecessary utilities that is running on the computer.
    6. Attempt to install the software and follow the on-screen instructions.

      Note: Use the compatability mode  to install if the software uses an older version of the Microsoft® Windows® operating system than what is installed on the computer.

    7. Use the Safe Mode of the computer if the software won't install.

      IMPORTANT: Disregard these steps if the bundled software requires the product be connected to the computer during the installation process.

      1. Copy the software to a folder on the computer hard drive.
      2. Turn off the computer.
      3. Start the computer in the Safe Mode.

        Note: Some software needs a network connection and may fail during installation. In such a case, start the computer in Safe Mode with Networking and try the installation.

      4. Locate the folder on the computer hard drive where you copied the contents of the installation CD.
      5. Click the INPUT.EXE or SETUP.EXE icon to begin the software installation.
      6. Restart the computer.
    8. If the software still won't install properly, the current user account won't allow the software installation. Create a new user account and re-install the software:
    • Windows® 10 operating system:
      1. Create a new user account .
      2. Once the account is created, change the account permissions to Administrator.
        1. Select Start button.
        2. Select Settings.
        3. Select Accounts.
        4. Select Family and other people.
        5. Select Change account type.
        6. Under Account type, select Administrator.
        7. Select OK.
      3. Re-install the software.
    • Windows® 8.1 operating system:
      1. Create a new user account .
      2. Once the account is created, change the account permissions  to Administrator.
      3. Re-install the software.
    • Windows® 8 operating system
      1. Create a new user account .
      2. Once the account is created, change the account permissions  to Administrator.
      3. Re-install the software.
    • Windows® 7 or Windows Vista® operating systems:
      1. Create a new user account .
      2. Select  Administrator for the account permissions as the account is created.
      3. Re-install the software.
    • Apple® Mac® OS® X operating systems:
      1. Go to Apple menu, select System Preferences.
      2. From the View menu, select Users & Groups (Mac OS X 10.7 or later) or Accounts (Mac OS X 10.6 or earlier).
      3. Click the lock icon in the bottom left corner of the window, then enter an administrator name and password.
      4. Click the Add (+) sign.
      5. Click the New Account pop-up menu, choose Administrator.
      6. Enter a new user and password.
      7. Click Create User.
      8. Re-install the software.

    Related Info

    If you have the PlayMemories™ Home or Media Go® software installed on the computer, these articles may help you: