Troubleshooting

Troubleshooting

What Can I Do to Solve a Problem?

• What can I do to solve a problem?
• Customer support website

Q&A

Operation

• Your “WALKMAN” does not operate (does not respond to button operations).
• Your “WALKMAN” does not work properly.
• Your “WALKMAN” power turns off or on automatically.
• Your “WALKMAN” power turns off/screen turns off.
• The date and time have been reset.
• A drink (water, coffee, etc.) was spilled on your “WALKMAN,” or the “WALKMAN” was washed in the washing machine.
• The earbuds supplied with the headphones are missing.
• I want to backup the content saved on my “WALKMAN.”
• I want to find the product name (model name) of my “WALKMAN.”
• An alarm (beep) is heard and the message [Check the volume level] is displayed.

Sound

• There is no sound.
• Audio or video suddenly stops during playback.
• Noise is generated.
• Volume cannot be turned up, or the volume remains low when the playback volume is turned up.
• Sound is interrupted/skips.
• I want to set the sound quality myself.
• The sound quality settings do not seem to have any effect.
• The VPT (Surround) settings do not seem to have any effect.
• The Clear Stereo function does not seem to have any effect.
• The ClearAudio+ function does not seem to have any effect.

Power

• Cannot charge the “WALKMAN.”
• I want to know the battery life of the built-in rechargeable battery.
• The rechargeable battery needs to be replaced.
• The battery duration is short.
• I want to know the battery duration.
• I want to know the charging time.
• I want to know about the remaining battery display after charging in battery care mode is complete.

Connection to a Computer

• The computer does not recognize your “WALKMAN.”
• Even if you use “Safely Remove Hardware” on the computer, [Connected USB.] remains displayed on your “WALKMAN” screen.
• Cannot install software to your computer.
• The progress bar on the install screen does not proceed while installing the software. Or, the access lamp of the hard drive does not light for several minutes.
• Media Go does not start.
• Media Go does not respond (freeze).
• Your “WALKMAN” is not recognized by Media Go.
• Data cannot be transferred from the computer to your “WALKMAN.”
• Only a small amount of data can be transferred to your “WALKMAN” (only a small amount of recording time available).
• Your “WALKMAN” becomes unstable while it is connected to the computer.

Displaying/Playing/Deleting Content

• Cannot play music/photos/videos/podcasts transferred to your “WALKMAN.”
• Playback progresses to the next album when repeat playback is set.
• Songs are only played within a limited range such as within one album.
• Cannot stop playback.
• Songs are not displayed in the order they were transferred in.
• Songs are not played back in the expected order.
• Sound is interrupted between songs.
• Cannot adjust the playback speed.
• Sound is distorted or noise can be heard when [Dance/Karaoke/Language] is set to [Maximum Karaoke Mode] or [Minimum Karaoke Mode].
• Vocals are not suppressed even when [Dance/Karaoke/Language] is set to [Maximum Karaoke Mode] or [Minimum Karaoke Mode].
• Same music/photo/video/podcast is displayed repeatedly.
• Data cannot be transferred.
• Thumbnails of cover art, etc., are not displayed.
• Lyrics are not displayed.
• [ □ ] is displayed in the screen.
• [Unknown] is displayed for the album name or artist name.
• Cannot delete songs from your “WALKMAN.”
• Cannot delete the sample songs from your “WALKMAN.”
• Cannot playback a podcast episode.
• Cannot continually play back podcast episodes.
• Cannot register podcasts to a bookmark list.
• Cannot find your desired channel.
• [Morning] always displayed for the time-based channel.
• Unsuitable songs for selected time-based channels are played.
• Audio podcasts and voice recordings are not played by “SensMe™ Channels.”

Voice Recordings

• The remaining recording time remains the same even though files are deleted.
• Cannot record.
• The combined total elapsed and remaining recording time does not equal the maximum recording time.
• Recorded files cannot be deleted.
• A folder is not deleted even though all recorded files have been deleted.

FM Radio

• Cannot hear FM radio broadcasts.
• There is a lot of noise in the FM radio broadcast and the sound quality is poor.

Noise Canceling

• The noise canceling function is not effective.
• I want to use the “WALKMAN” noise canceling function with different headphones, not the supplied headphones.

Other

• Your “WALKMAN” gets warm.

Message

• Message List