Article ID : 00090904 / Last Modified : 10/10/2019

The 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 to troubleshoot why the computer does not recognize the USB connection from a Sony digital camera.

    1. Check the USB cable.
      If using a USB cable, make sure you are using the cable that was supplied with the camera. Other, non-Sony cables may charge the camera but might not always allow images to be imported.
      Depending on the model, the supplied cable will have the words Sony Corp. printed on it.

      NOTES:
       
      • Sony does not guarantee the operation of USB cables from other manufacturers. If you must use a USB cable from another manufacturer out of necessity, such as due to losing the cable supplied with the camera, use a USB-standard-compliant cable with USB 2.0 or higher and data transfer capability. 
      • Be aware that some cables can only perform charging, and do not support data transfers.
      • If your camera is equipped with a USB Type-C terminal, you can transfer data faster by using a USB 3.1-compatible USB Type-C cable.
      •  If your computer is only equipped with a USB Type-C port, prepare a store-bought USB conversion adaptor compatible with the USB standard.

         
    2. Confirm the camera settings.

      Set USB Connection and USB LUN Setting as follows:

      NOTE: Depending on the model, the displayed content or setting method may differ. For details, refer to the instruction manual of the model.
      • USB Connection
        MENU ->  (Setup) -> USB Connection -> Mass Storage
      • USB LUN Setting
        MENU ->  (Setup) -> USB LUN Setting -> Multi

        NOTES:
        • In some cases, the computer may not support Multi. Change the parameter to Single if the connection fails.
        • Depending on the model, when you select Single under USB LUN Setting on a camera that has two memory card slots, you may only be able to import the data on a memory card inserted into Slot 1.
      When the camera is recognized by the computer, the message "USB MODE Mass Storage" appears on the camera’s monitor.


       
    3. Reconnect the USB cable following the procedure below.

      NOTE: A gap will remain between the USB terminal on the camera 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 off the camera and turn it on again.
      3. Reconnect the USB cable to the camera, and then to the computer.
      4. If the computer does not 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 on the computer.
        • Connect the camera to a USB port on the computer that has already recognized a mouse or other device.
        • Try connecting the camera to all the USB ports on the computer, and check if the port recognizes the camera.
           
    4. Confirm the display on the computer.
      • For Windows with PlayMemories Home installed

        When USB Connection as described in Step 2 is set to MTP, the message "To use *** with PlayMemories Home, the USB operation mode must be changed. Do you want to continue?" appears.

        If you want to import data using PlayMemories Home, click Yes. If you click No, you will be unable to import data using PlayMemories Home. The same message will appear when you relaunch PlayMemories Home. Click Yes.
      • For Mac
        When the camera is recognized by the computer, the NONAME icon or Untitled icon appears on the desktop. If USB LUN Setting as described in Step 2 is set to Multi, the PMHOME icon will also appear.


         
    5. Check if another computer recognizes the camera.
      If you have another computer, try connecting the camera to that computer, and check if the computer recognizes the camera.
      If the other computer recognizes the camera, there may be a problem with the original computer. Consult the manufacturer of the computer.
      If the issue is still unresolved, the product may need to be repaired.

     

    Additional troubleshooting steps are available: