Article ID : 00110543 / Last Modified : 07/24/2017

The PlayMemories Home software will not open, stops responding or has errors

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Follow the steps below if the PlayMemories Home software is not working correctly. Because each of these steps represents a possible solution to this issue, check the status of the connection after completing each step.

IMPORTANT: The PlayMemories Home software will not start if a virtual drive is present in your computer. Uninstall any visualisation software or deactivate the virtual drive before launching the PlayMemories Home software. Refer to the manufacturer of the software for inquiries on how to uninstall the visualisation software or deactivating the virtual drive of the computer.

  1. Restart your computer.
  2. Update the PlayMemories Home software to the latest version.
  3. Select the DLNA Off setting in the PlayMemories Home Setting Initialization Tool.
  4. Restore the application to its default settings using the PlayMemories Home Setting Initialization Tool.
  5. Reinstall the PlayMemories Home software.
  6. PlayMemories Home Repair Tool.

  1. Restart your computer.
    There is a possibility that the PlayMemories Home software will not launch if the computer is encountering a processing issue. Restart the computer and launch the PlayMemories Home software again. If PlayMemories Home fails to launch even though other software is launching normally, or if the issue is not resolved by restarting the computer, proceed to the next step.
  2. Update the PlayMemories Home software to the latest version.
    Check whether the issue is resolved by installing the latest version of the PlayMemories Home software.
  3. Select the DLNA Off setting in the PlayMemories Home Setting Initialization Tool.
    1. Open the PlayMemories Home Setting Initialization Tool .

      Windows 10

      1. On the computer desktop, click the Start button.
      2. In the Start menu, click the All apps.
      3. Click the PlayMemories Home.
      4. Click to select PlayMemories Home Settings Initialization Tool.

      NOTE:

      • If you cannot find PlayMemories Home Settings Initialization Tool, search for it using the Search box.
      • If Action Cam Creator has been installed, press the Start button to select All apps - Action Cam Movie Creator and PlayMemories Home - PlayMemories Home Settings Initialization Tool.

      Windows 8 or Windows 8.1 operating systems

      1. In Windows 8, right-click somewhere without tiles on the Start screen, and then select All apps from the app bar displayed. In Windows 8.1, select the button on the Start screen to display the Apps bar.

      2. When All apps is displayed, PlayMemories Home Settings Initialization Tool displays in the PlayMemories Home location.

      3. If you cannot find PlayMemories Home Settings Initialization Tool, search for it using the Search charm.

      Windows Vista or Windows 7 operating systems

      1. On the computer desktop, click the Start button.
      2. In the Start menu, point to Programs or All Programs.
      3. Point to PlayMemories Home.
      4. Click to select PlayMemories Home Settings Initialization Tool.
    2. Check the box for DLNA Off and then select Start.

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    3. When the message Are you sure you want to run the following process? and DLNA Off is displayed, select Yes.
    4. When the message Process completed is displayed, select OK.

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  4. Restore the application to its default settings using the PlayMemories Home Setting Initialization Tool.
    1. Open the PlayMemories Home Setting Initialization Tool .
    2. Check the box for Restore the program to its default settings and then select Start.
      Image 
    3. When the message Are you sure you want to restore the program to its default settings? is displayed, select Yes. When Process completed is displayed, select OK.
    4. When you launch PlayMemories Home, the message Select the settings that PlayMemories Home uses initially will be displayed. Select Use custom settings and then select Next.
    5. The Add folders window will appear. Uncheck the box for Pictures (or My Pictures) and then select Next.
    6. The Import Media Files window will appear. Check the box for Import PlayMemories Home when a device is connected and then select Next.
    7. The PlayMemories Online settings window will appear. Check the box for Skip PlayMemories Online set-up now (you may set-up later) and then select Next.
    8. Reselect the DLNA Off setting in the PlayMemories Home Setting Initialization Tool.

    If the issue is resolved, you can register a folder. If the issue reoccur once a folder is registered, it is possible that the folder contains images that are damaged or it contains incompatible files.

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  5. Reinstall the PlayMemories Home software.
    Refer to the following for details on reinstalling.

  6. PlayMemories Home Repair Tool
    If you cannot install or start up PlayMemories Home, or if it the above options did not provide a solution, we recommend to use the Repair Tool.

If the issue is still unresolved, contact our phone support.