Article ID : 00199105 / Last Modified : 30/05/2018

Troubleshooting steps when performing firmware update on your Camera / Camcorder

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  • If you cannot start the update
    • Check the power
      Use the AC adapter or a battery with three or more remaining powers.
    • Repeat the USB connection again
      1. Disconnect the USB cable from the computer.
      2. Turn on the camera and make sure the [USB Connection] on the camera is set to [Mass Storage].
      3. With the camera turned on, connect the camera and the computer via supplied USB cable, and perform the downloaded file.
    • If you have more than one USB terminal on your computer, repeat steps 1 to 3 using another terminal.
    • Check the downloaded file
      Check the name of the downloaded file. Downloaded files differ among products.
      Check the extension of the downloaded file. “.exe” is for Windows and “.dmg” is for Mac.
       
  • When using macOS 10.13 (High Sierra), if the message [Could not find the camera for this update.] appears in the [System Software Updater] window
    [DriverLoader_1013] must be performed on the computer before making USB connection between the camera and the computer.
    Follow the webpage <For macOS 10.13 (High Sierra) Users> (link to http://support.d-imaging.sony.co.jp/mac/driver/1013/en/index.html), and then, perform the update again.
     
  • If the update is not completed (camera’s monitor remains black for more than 15 minutes, etc.)
    Follow the steps below and repeat the updating procedure.
    1. Disconnect the USB cable from the computer.
    2. Remove the battery from the camera, leave it for a few minutes, then insert it again.
    3. Restart the computer.
    4. Turn on the camera and make sure the [USB Connection] on the camera is set to [Mass Storage].
    5. With the camera turned on, connect the camera and the computer via supplied USB cable, and perform the downloaded file again.