Computer doesn't recognize the USB connection from a camera

Follow the steps if the computer doesn't recognize the camera or an error message appears.

Before you start

• Use the supplied USB cable when possible. Third-party cables may not have data transfer capability, which is required to import images to the computer.
• For Apple® computers:
  • Refer to the If a USB device doesn’t work with Mac article.
  • To find out what ports are available on your Apple computer, refer to the Identify the ports on your Mac article.
  • For information on the Apple port types, refer to the Adapters for the Thunderbolt 4, Thunderbolt 3, or USB-C port on your Mac article.
  • Refer to the Use USB-C cables with Mac article for specific adapters needed to connect your camera.

Troubleshooting

Test the USB connection after completing each step. Depending on the camera model, the displayed content or settings method may differ. Refer to the instruction manual for your camera.

1. Confirm the camera settings.

   The camera should display USB MODE or Mass Storage once the USB cable has been connected between the camera and the computer.

   1. Set USB Connection and USB LUN Setting as follows:
      • MENU → (Setup) → USB Connection → Mass Storage
      • MENU → (Setup) → USB LUN Setting → Multi
        Note:

        • In some cases, the computer may not support USB LUN Setting → Multi. Change the parameter to Single if the connection fails.
        • If you set USB LUN Setting to Single on camera with two memory card slots, you can only import images from Slot 1.

   2. The connection is ready if a USB MODE Mass Storage message is displayed.

      

2. Check the USB cable, USB ports, and memory card.

   1. Make sure the USB ports on both the camera and computer are not dusty or dirty.
      • Use a soft, dry cloth to remove any dust or debris.
   2. Make sure the memory card is properly inserted in the camera. This step isn't needed if you want to retrieve images from a camera with internal memory.
   3. Turn the camera on and connect the supplied USB cable to the camera and computer. Make sure that the connections are tight and secure.
      Notes:

      • Use the supplied USB cable.
      • If your camera has a USB Type-C™ terminal, you can transfer images faster if you use a USB 3.1 compatible USB Type-C cable.
      • If your computer only has a USB Type-C port, a USB conversion adapter is required.

        

      • A gap will remain between the camera's USB terminal and the USB cable once inserted.

      • 

   4. If the computer doesn't recognize the camera even after performing the operations above, check the following:
      • If the computer and the camera are connected via a USB hub, connect the USB cable directly to the USB port of the computer.
      • Connect the camera to a USB port on the computer that has already recognized a mouse or other device.
      • Try to connect the camera to other USB ports on the computer.

3. Check your computer.

   • For a Windows® computer with PlayMemories Home installed:
     • If you set the USB Connection of your camera to MTP, the message To use (camera model) with PlayMemories Home, the USB operation mode must be changed. Do you want to continue? appears.
       • Select Yes to import images using PlayMemories Home.

         

       • Select No to continue without PlayMemories Home.
   • For a Macintosh® computer:
     • A NO NAME icon appears on the Mac desktop if the camera is recognized.
     • If the USB LUN Setting is set to Multi, the PMHOME icon also appears.

       

   • If the issue still occurs, restart your computer.

4. Check if another computer recognizes the camera.
   • If you have another computer, try connecting the camera to it. If the other computer recognizes the camera, there may be a problem with the original computer. Consult the computer manufacturer for further assistance.

The troubleshooting steps listed above should resolve the issue. If you completed all of the steps above and replaced the USB cable, and the issue still occurs, repair may be required  Go to Product Repair.