WALKMAN User Guide
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Top page > Troubleshooting > Possible Causes of Symptoms > Connection to a computer

## Connection to a computer

Cannot install the software.

- Your computer is installed with an operating system that is not supported by the player.

- Check the operating system of your computer [Details].

- Other software is running on Windows.

- If another software is running, it may interfere with installation. Particularly, be sure to stop security software as it can put a heavy load on the computer.

- There is not enough free space for the hard drive.

- Check the required hard drive space for installing the application, and delete unnecessary files.

- Your account has no administrator privileges, or you have not logged in as the computer’s administrator.

- To install the software, log in with an account with administrator privileges or log in as the computer’s administrator.

- A message dialog is covered from your site by the install screen.

- Press and hold the [Alt] key and press the [Tab] key several times until the message dialog appears. Then follow the message.

The progress bar on the install screen does not proceed. Or, the access lamp of the hard drive does not light for several minutes.

- Wait until the installation is completed, because it is progressing properly. The installation may take 30 minutes or more depending on the computer.

[Connected USB. The player cannot be operated.] or [Connected USB (MTP). The player cannot be operated.] does not appear when connected to the computer with the USB cable (supplied) (The computer does not recognize the player).

- The USB cable is not connected to a USB connector on your computer properly.

- Disconnect the USB cable, and then reconnect it.

- Use the supplied USB cable.

- A USB hub is being used.

- Connecting the player via a USB hub may not work. Connect the player directly to your computer using the USB cable (supplied).

- The USB connector on your computer may have a problem.

- Connect the player to another USB connector on your computer.

- When you use the player for the first time, or when the battery is low, it may take the player about 30 seconds to display the message after connected to a computer. This is not a malfunction.

- The software authentication may be performed and it may take rather a long time. Wait for a while.

- The software installation has been failed.

- Reinstall the software by using the installer. The imported data will remain untouched.

- By setting the player to the USB connection standby mode before connecting it to a computer, you may be able to establish connection between the player and the computer with more reliability.

- Select [Yes] for the [USB Connection Mode] [Details]. The player enters the USB connection standby mode and the USB connection standby screen appears.

- The computer is running another software other than the one used for transferring.

- Disconnect the USB cable, wait a few minutes, and reconnect it. If the problem persists, disconnect the USB cable, restart the computer, and then reconnect the USB cable.

- [Connected USB. The player cannot be operated.] or [Connected USB (MTP). The player cannot be operated.] may not appear on the player, depending on the software environment that is running on your computer.

- Activate Windows Media Player, or Windows Explorer.

- After prescribing the remedies above, if the problem still persists, press the RESET button of the player and reconnect it to the computer by using the USB cable (supplied).

Data cannot be transferred to the player from your computer.

- Transferring may be stopped due to noise, such as static electricity, etc. This happens to protect data information.

- Disconnect the player, then reconnect it.

- If you transfer files by drag-and-drop on a computer that does not have Windows Media Player 11 installed, only a limited amount of files (AAC, video files, etc.) may be transferrable by drag-and-drop.

- Install Windows Media Player 11 from the Windows Media Player download site, then transfer files by drag-and-drop again. Before installing Windows Media Player 11 on your computer, make sure to check whether your software or service corresponds to Windows Media Player 11. For details on usage, or support on Windows Media Player, visit the following web site:
  http://support.microsoft.com/

- The USB cable is not connected to a USB connector on your computer properly.

- Disconnect the USB cable, and then reconnect it.

- There is not enough free space in the built-in flash memory.

- Delete any unnecessary data to increase free space.

- For details on the maximum recordable number of files and folders, see [Details].

- Songs with a limited playing period or playing count may not be transferred due to restrictions set by copyright holders. For details on the settings of each audio file, contact the distributor.

- Abnormal data exists on the player.

- Transfer usable files back to your computer and format the built-in flash memory on the player [Details].

- You may not be using the supported software to transfer data to the player.

- Install the supported software and use it to transfer data.

- The data may be damaged.

- Delete the data that cannot be transferred from your computer, then import it to your computer again. When importing data to your computer or transferring data to the player, close any other applications to avoid data damage.

- You may be attempting to transfer a file that is not in a playable format.

- For information on the supported file format, see [Details]. You may not transfer a file depending on the file specification.

- You are trying to transfer .m4a, .mp4, .3gp or .m4v files on a computer that already has Windows Media Player 10 installed.

- If you are using Windows XP or Windows Vista, install Windows Media Player 11 from the Windows Media Player download site.

- If you transfer data using an appropriate software for transferring, but the transfer is not made, refer to the manufacturer.

The transfer takes too long time.

- You are transferring a large file.

- It may take a long time to transfer a large file.

Only a small amount of data can be transferred to the player.

- There is not enough free space in the built-in flash memory.

- Delete any unnecessary data to increase free space.

- Data that cannot be played on the player is stored on the player.

- If data other than song, video, or photo data is stored on the player, less data can be transferred. Transfer back data that cannot be played on the player to the computer to increase the available space.

Cannot return a song on the player to the computer.

- You may attempt return a song to a computer that was not used to transfer the song to the player.

- If you transfer a song from a computer to the player by using software, you may become unable to return the song to another computer. Return the song to the computer from which you transferred the song to the player. If you cannot return the song to the computer and intend to delete the song, use software to select and delete it.

- You may have deleted the song on the computer from which you transferred the song to the player.

- If you delete the song on the computer from which you transferred the song to the player, you cannot return the song to the computer.

The player becomes unstable while it is connected to the computer.

- A USB hub or USB extension cable is being used.

- Connecting the player via a USB hub or extension cable may not work. Connect the player directly to your computer using the USB cable (supplied).

Folders cannot be renamed or deleted.

- You cannot delete or rename the [MUSIC], [MP_ROOT], [MPE_ROOT], [VIDEO], [DCIM], [PICTURE], [PICTURES], [PODCASTS], [RECORD] and [VOICE] folders.

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