Fix Issues with the Sony PlayMemories Online App

Introduction

This guide will take you through some troubleshooting steps to repair basic problems you may encounter with the PlayMemories Mobile app on your smartphone or tablet.

PlayMemories Mobile

? What kind of issue are you having with the mobile app?

  1. App is not working as intended
  2. Lost connection to camera

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This guide will take you through some troubleshooting steps to repair basic problems you may encounter with the PlayMemories Mobile app on your smartphone or tablet.

PlayMemories Mobile

To continue, we need to know what Operating System your smartphone or tablet has.

There are 2 main Operating Systems for smartphones currently available, Android and iOS.

Android Smartphone
Android smartphones are produced by multiple companies, such as Samsung, LG, Motorola, HTC, and OnePlus. Example Android home screen.
iOS Smartphone
Apple is the only company that makes iOS smartphones. Example iOS home screen.
The most common way to resolve issues on your Android mobile device is to reboot it. Sometimes the Android OS or the apps running on your mobile device can become unstable - rebooting your mobile device gives it a chance to start up fresh and can resolve many issues on its own.
  1. Hold down the power button on your Android device.
    Android Phone with power button highlighted.
    Depending on the manufacturer and model of Android device you have, the location of the power button will vary.
  2. Select Power Off.
    Power menu with Power off highlighted.
    If the menu does not pop up, continue to hold the power button, and your Android device will shut off.
  3. Wait 30 seconds.
    Wait 30 Seconds
  4. Push and hold the Power button for a few moments, and your Android device will start back up.
    Android Phone with power button highlighted.
  1. Open the Play Store.
    Play Store.
  2. At the top, choose the three bars on the left of the search line.
    Menu option highlighted in Google Play.
  3. Choose My apps & games at the top.
    My app & games option highlighted in Play Store menu.
  4. Choose Update All.
    Update All option highlighted in Play Store Updates.
The next steps will guide you through reinstalling the app you are having issues with. We'll start by uninstalling the app, and then we'll reinstall it from the Google Play store.
  1. On your Android device, tap on the Apps icon on the main screen.
    Bottom view of Android screen with Apps icon highlighted
  2. Look for the PlayMemories Mobile icon.
    Mobile app logo
  3. Tap and hold the apps icon until you see the Uninstall option show up at the top side of the screen.
    Uninstall option
  4. Drag the icon over the Uninstall option until the icon turns red and release it.
    Uninstall option after drag action
  5. You will be asked whether you want to uninstall the app. Tap on OK to confirm.
    Uninstall confirmation
  1. Launch the Play Store app on your Android device.
    Mobile app logo
  2. Search for "playmemories mobile" in the search box at the top and tap on the found app.
    Screenshot of Android search feature
  3. Tap on Install and then Open to use it.
    Mobile app landing page.
  1. Set the power switch to ON to turn on the camera.
    Camera power switch.
  2. Press the Menu button on the camera.
  3. Use the Control Wheel to navigate the menu. You can turn the control wheel or press the direction buttons to move the selection frame. Press the button in the center of the control wheel to set the selected item.
    Camera control wheel.
  4. Go right to Application then down to Application List and select it.
    Camera screen showing menu.
  5. Go to Start Remote Control and select it.
    Camera screen showing highlighted application.
  6. Wait for the Wi-Fi hotspot to be initialized.
    Camera screen showing Wi-Fi initialization.
  7. You will be shown the Wi-Fi hotspot's name (SSID) and a QR code which you can scan with your mobile device to help you connect to the camera's Wi-Fi hotspot.
    Camera screen showing QR code.
  8. If you wish to connect manually to the camera's Wi-Fi hotspot, press the Trashcan button and you will be shown the Wi-Fi password.
    Camera screen showing Wi-Fi credentials.
  1. Launch the PlayMemories Mobile app on your Android mobile device.
    Phone screen with mobile app highlighted
  2. Tap Scan QR Code of the Camera and tap OK on the informational screen.
    Phone screen with option highlighted
  3. Point the back of your mobile device to the Sony cameras screen and tap OK when the QR Code scan is completed.
    Phone screen showing QR code scan
  4. The app will initiate the connection to the Sony camera.
    Connecting screen
  5. Once connected, it will show the live camera view.
    Camera screen showing remote view
  1. While your Sony camera is controlled remotely by a mobile device you will see the Smart Remote Control icon located in the top left of corner in the image below.
    Camera screen with remote icon highlighted
  2. To stop controlling the camera remotely, press the Menu button on the camera and select Exit Application.
    Exit option on camera screen
  3. Then confirm by selecting Exit.
    Exit confirmation on camera screen
  1. Launch the PlayMemories Mobile app on your Android mobile device.
    Phone screen with highlighted mobile app.
  2. The app will show you available Sony cameras in its vicinity. Look for the same Wi-Fi network that is showing on the Sony cameras screen and tap on it then type in the provided Wi-Fi password.
    Connection screen with camera name highlighted.
  3. The app will initiate the connection to the Sony camera.
    Connecting screen.
  4. Once connected, it will show the live camera view.
    Camera screen showing remote view.
The most common way to resolve issues on your iOS mobile device is to reboot it. Sometimes iOS or the apps running on your mobile device can become unstable - rebooting your iOS mobile device gives it a chance to start up fresh and can resolve many issues on its own.

Powering off an iPhone.

  1. Hold down the lock / power button.
  2. Slide to power off when prompted.
  3. Wait until the phone is off.
  4. Hold down the lock / power button until you see the Apple logo.
  1. When an update is available the App Store will show a red circle next to it. Open the App Store.
    App Store highlighted on iOS screen.
  2. Choose Updates at the bottom, then choose Update All on the top-right.
    Updates and Update All options highlighted in iOS Updates.
The next steps will guide you through reinstalling the app you are having issues with. We'll start by uninstalling the app and then reinstall it from the Apple App Store.
  1. On the main screen of your iOS device, look for the PlayMemories Mobile icon.
    iOS screen with app icon highlighted
  2. Tap on hold the icon until an X shows up on its top left corner. Tap on the X.
    iOS app delete option
  3. You will be asked whether you want to delete the app. Tap on Delete to confirm.
    iOS app deletion confirmation
  1. Launch the App Store on your iOS device.
    App Store.
  2. Tap on Search at the bottom of the screen.
    Bottom bar of App Store.
  3. Search for "playmemories mobile" in the search box at the top.
    App Store search results.
  4. Tap on Get, then on Install and finally on Open to use it.
  1. Set the power switch to ON to turn on the camera.
    Camera power switch.
  2. Press the Menu button on the camera.
  3. Use the Control Wheel to navigate the menu. You can turn the control wheel or press the direction buttons to move the selection frame. Press the button in the center of the control wheel to set the selected item.
    Camera control wheel.
  4. Go right to Application then down to Application List and select it.
    Camera screen showing menu.
  5. Go to Start Remote Control and select it.
    Camera screen showing highlighted application.
  6. Wait for the Wi-Fi hotspot to be initialized.
    Camera screen showing Wi-Fi initialization.
  7. You will be shown the Wi-Fi hotspot's name (SSID) and a QR code which you can scan with your mobile device to help you connect to the camera's Wi-Fi hotspot.
    Camera screen showing QR code.
  8. If you wish to connect manually to the camera's Wi-Fi hotspot, press the Trashcan button and you will be shown the Wi-Fi password.
    Camera screen showing Wi-Fi credentials.
  1. Launch the PlayMemories Mobile app on your iOS mobile device.
    Phone screen with app icon highlighted
  2. Tap Scan QR Code of the Camera and tap OK on the informational screen.
    App screen with QR code scan option highlighted.
  3. Point the back of your mobile device to the Sony cameras screen and tap OK when the QR Code scan is completed.
    App screen showing QR code scan.
  4. You will be asked if you want to install a Wi-Fi configuration profile for the camera onto your mobile device. Tap Install and go through the process then finish by tapping Done.
    Phone screen with option highlighted.
  5. You will be returned to the PlayMemories Mobile app and instructed to connect your mobile device to the cameras Wi-Fi network. Tap OK to proceed.
    Phone screen showing Wi-FI connection instructions.
  6. Return to the main screen of your mobile device and go into Settings.
    Phone screen with app icon highlighted.
  7. Then into Wi-Fi.
    Phone screen with option highlighted.
  8. Look for the same Wi-Fi network that is showing on the Sony cameras screen and tap on it.
    Phone screen showing Wi-Fi networks.
  9. Once connected to it, the Wi-Fi network will jump to the top of the list and show a checkmark next to its name.
    Phone screen with checkmark highlighted.
  10. Return to the PlayMemories Mobile app and it will attempt to connect to the camera automatically.
    Connecting screen.
  11. Once connected, it will show the live camera view.
    Phone screen showing remote view.
  1. On your iOS mobile device go into Settings from the main screen.
    Phone screen with app icon highlighted.
  2. Then into Wi-Fi.
    Phone settings with Wi-Fi highlighted.
  3. Look for the same Wi-Fi network that is showing on the Sony cameras screen and tap on it then type in the provided Wi-Fi password.
    Phone screen showing Wi-Fi networks.
  4. Once connected to it, the Wi-Fi network will jump to the top of the list and show a checkmark next to its name.
    Phone screen with checkmark highlighted.
  5. Return to the main screen and launch the PlayMemories Mobile app.
    Phone screen with app icon highlighted.
  6. The app will attempt to connect to the camera automatically.
    Connecting screen
  7. Once connected, it will show the live camera view.
    Phone screen with remote view.
Airplane Mode is a feature that disables all wireless connectivity to and from the Sony camera. If Airplane Mode is enabled, you will see an Airplane Symbol on the camera screen and this means all wireless connectivity is disabled.
Camera screen with airplane icon highlighted

Toggling Airplane Mode Off and On

  1. Press the Menu button on the camera.
  2. Use the Control Wheel to navigate the menu. You can turn the control wheel or press the direction buttons to move the selection frame. Press the button in the center of the control wheel to set the selected item.
    Camera control wheel
  3. Go right to Wireless tab and select Airplane Mode.
    Camera screen with option highlighted
  4. Select the state you want to set Airplane Mode in.
    Camera screen with option highlighted
  5. And you will see the state has changed to what you selected.
    Camera screen with option highlighted

To continue, we need to know what Operating System your smartphone or tablet has.

There are 2 main Operating Systems for smartphones currently available, Android and iOS.

Android Smartphone
Android smartphones are produced by multiple companies, such as Samsung, LG, Motorola, HTC, and OnePlus. Example Android home screen.
iOS Smartphone
Apple is the only company that makes iOS smartphones. Example iOS home screen.

Depending on what device (Smartphone or Tablet) and which generation you have, the menu theme and options might look slightly different on your screen. However, the steps should be similar across all Android devices and generations.

To Check If Your Android Mobile Device Is Connected to Wi-Fi

  1. Open Settings on your phone or tablet.
    Android Settings.
  2. Select Wi-Fi.
    Wi-Fi
  3. Make sure Wi-Fi is turned On. The Wi-Fi network that you are connected to will say Connected under its name.
    Wi-Fi settings with Wi-Fi On switch and connected network highlighted.
  1. Open Settings on your phone or tablet.
    Settings
  2. Select Wi-Fi.
    Wi-Fi highlighted
  3. Look in the list for your Wi-Fi network. Tap and hold your Wi-Fi network name till a menu comes up.
    Wi-Fi Settings with Network highlighted
  4. Select Forget network.
    Network menu with Forget network highlighted
  1. Set the power switch to ON to turn on the camera.
    Camera power switch.
  2. Press the Menu button on the camera.
  3. Use the Control Wheel to navigate the menu. You can turn the control wheel or press the direction buttons to move the selection frame. Press the button in the center of the control wheel to set the selected item.
    Camera control wheel.
  4. Go right to Application then down to Application List and select it.
    Camera screen showing menu.
  5. Go to Start Remote Control and select it.
    Camera screen showing highlighted application.
  6. Wait for the Wi-Fi hotspot to be initialized.
    Camera screen showing Wi-Fi initialization.
  7. You will be shown the Wi-Fi hotspot's name (SSID) and a QR code which you can scan with your mobile device to help you connect to the camera's Wi-Fi hotspot.
    Camera screen showing QR code.
  8. If you wish to connect manually to the camera's Wi-Fi hotspot, press the Trashcan button and you will be shown the Wi-Fi password.
    Camera screen showing Wi-Fi credentials.
  1. Launch the PlayMemories Mobile app on your Android mobile device.
    Phone screen with mobile app highlighted
  2. Tap Scan QR Code of the Camera and tap OK on the informational screen.
    Phone screen with option highlighted
  3. Point the back of your mobile device to the Sony cameras screen and tap OK when the QR Code scan is completed.
    Phone screen showing QR code scan
  4. The app will initiate the connection to the Sony camera.
    Connecting screen
  5. Once connected, it will show the live camera view.
    Camera screen showing remote view
  1. Launch the PlayMemories Mobile app on your Android mobile device.
    Phone screen with highlighted mobile app.
  2. The app will show you available Sony cameras in its vicinity. Look for the same Wi-Fi network that is showing on the Sony cameras screen and tap on it then type in the provided Wi-Fi password.
    Connection screen with camera name highlighted.
  3. The app will initiate the connection to the Sony camera.
    Connecting screen.
  4. Once connected, it will show the live camera view.
    Camera screen showing remote view.

Depending on what device (iPhone, iPad or iPod Touch) and which generation you have, the menu theme and options might look slightly different on your screen. However, the steps should be the same across all iOS devices and generations.

To Check If Your iOS Mobile Device Is Connected to Wi-Fi

  1. From the main screen of your device, look for and open Settings.
    iOS Settings icon.
  2. With Settings open, look for the Wi-Fi field. This field will display the current Wi-Fi status on the right hand side:
      • Off - the Wi-Fi antenna is currently disabled.
      • Not Connected - Wi-Fi is turned on, but your device is not currently connected to a network.
      • Wi-Fi network name - Wi-Fi is turned on, and the network name displayed is the network your device is currently connected to.
    Wi-Fi highlighted in iOS settings.
  3. You can also tap on the Wi-Fi field and make sure the Wi-Fi switch is in the On position. The switch should be green in color and will display the network that you are currently connected to directly beneath it with a check mark to the left.
    iOS Wi-Fi menu highlighting the Wi-Fi switch and the currently connected network.
  1. Tap Settings.
    Settings
  2. Tap Wi-Fi.
    iOS Wi-Fi icon
  3. Tap the Information symbol to the right of the network you wish to forget.
    iOS info icon
  4. Tap Forget This Network.
    iOS screen with option highlighted
  5. The network is now forgotten. If you wish, it can be re-added.
  1. Set the power switch to ON to turn on the camera.
    Camera power switch.
  2. Press the Menu button on the camera.
  3. Use the Control Wheel to navigate the menu. You can turn the control wheel or press the direction buttons to move the selection frame. Press the button in the center of the control wheel to set the selected item.
    Camera control wheel.
  4. Go right to Application then down to Application List and select it.
    Camera screen showing menu.
  5. Go to Start Remote Control and select it.
    Camera screen showing highlighted application.
  6. Wait for the Wi-Fi hotspot to be initialized.
    Camera screen showing Wi-Fi initialization.
  7. You will be shown the Wi-Fi hotspot's name (SSID) and a QR code which you can scan with your mobile device to help you connect to the camera's Wi-Fi hotspot.
    Camera screen showing QR code.
  8. If you wish to connect manually to the camera's Wi-Fi hotspot, press the Trashcan button and you will be shown the Wi-Fi password.
    Camera screen showing Wi-Fi credentials.
  1. Launch the PlayMemories Mobile app on your iOS mobile device.
    Phone screen with app icon highlighted
  2. Tap Scan QR Code of the Camera and tap OK on the informational screen.
    App screen with QR code scan option highlighted.
  3. Point the back of your mobile device to the Sony cameras screen and tap OK when the QR Code scan is completed.
    App screen showing QR code scan.
  4. You will be asked if you want to install a Wi-Fi configuration profile for the camera onto your mobile device. Tap Install and go through the process then finish by tapping Done.
    Phone screen with option highlighted.
  5. You will be returned to the PlayMemories Mobile app and instructed to connect your mobile device to the cameras Wi-Fi network. Tap OK to proceed.
    Phone screen showing Wi-FI connection instructions.
  6. Return to the main screen of your mobile device and go into Settings.
    Phone screen with app icon highlighted.
  7. Then into Wi-Fi.
    Phone screen with option highlighted.
  8. Look for the same Wi-Fi network that is showing on the Sony cameras screen and tap on it.
    Phone screen showing Wi-Fi networks.
  9. Once connected to it, the Wi-Fi network will jump to the top of the list and show a checkmark next to its name.
    Phone screen with checkmark highlighted.
  10. Return to the PlayMemories Mobile app and it will attempt to connect to the camera automatically.
    Connecting screen.
  11. Once connected, it will show the live camera view.
    Phone screen showing remote view.
  1. On your iOS mobile device go into Settings from the main screen.
    Phone screen with app icon highlighted.
  2. Then into Wi-Fi.
    Phone settings with Wi-Fi highlighted.
  3. Look for the same Wi-Fi network that is showing on the Sony cameras screen and tap on it then type in the provided Wi-Fi password.
    Phone screen showing Wi-Fi networks.
  4. Once connected to it, the Wi-Fi network will jump to the top of the list and show a checkmark next to its name.
    Phone screen with checkmark highlighted.
  5. Return to the main screen and launch the PlayMemories Mobile app.
    Phone screen with app icon highlighted.
  6. The app will attempt to connect to the camera automatically.
    Connecting screen
  7. Once connected, it will show the live camera view.
    Phone screen with remote view.
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