Computer doesn't recognize the USB connection from a camera

If you connect your camera to a computer using a USB cable, the USB MODE or Mass Storage connection message should appear on the camera screen.

Follow the steps below if the computer doesn't recognize your camera or an error message appears. Test the USB connection after completing each step. Depending on the camera model, the displayed content or setting method may differ. For details, refer to the instruction manual for your camera. Manuals are posted on your model support page.

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

   1. Use the USB cable supplied with your camera. Third-party USB cables may not allow the import of images from your camera.
   2. 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.
   3. 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.
   4. Turn the camera on and connect the supplied USB cable to the camera and computer. Make sure that the connections are tight and secure.
      Note:

      • We can't guarantee the compatibility of third-party USB cables.
      • Some USB cables are only for charging and don't allow data transfer.
      • 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.

        

2. Confirm the camera settings.

   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.

      

3. Disconnect the USB cable and then connect it again, making sure that the cable is connected securely to both devices.

   Note: A gap will remain between the camera's USB terminal and the USB cable even if the cable is inserted all the way in.

   

   1. Disconnect the USB cable from both the camera and the computer.
   2. Turn the camera off and on again.
   3. Reconnect the USB cable.
   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.

4. 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.

5. 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.