Article ID : 00032548 / Last Modified : 02/13/2018

The lens is stuck and will not open, retract, or extend.

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Try the following troubleshooting steps when the lens is stuck and will not open, retract, or extend.

WARNING: There is a risk of hardware damage. Do not attempt to manually force the lens in or out. Doing so may damage the camera.

IMPORTANT: Turn the power off, then on message may appear if the camera detects an excessive stress, dust, or debris on the lens. If this occurs, turn the power of the camera off and then back on again.

  1. Turn the power off, eject the battery pack, and reinsert it into the camera.
  2. Turn the power back on and check if the drive part of the lens moves properly.
  3. If the lens still will not open, retract or extend, reset  the camera.

    image
    [A] Drive part of the lens

If the issue is still unresolved, the product may need to be repaired.

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.