Fix Issues with the Sony PlayMemories Online App

Authored by: Support.com Tech Pro Team

1. 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.

2. Android or iOS

For the next steps, we need to determine what type of mobile device you have.

3. Introduction

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.

4. Restart

1. Hold down the power button on your Android device.
   Depending on the manufacturer and model of Android device you have, the location of the power button will vary.
2. A prompt will appear on-screen. Select Restart.
   

If the menu does not pop up, continue to hold the power button, and your Android device will shut off.

• If you had to shut down your Android device, wait 30 seconds before turning your device back on.

5. Check App Updates

1. Open the Play Store.
   

1. At the top, choose the three bars on the left of the search line.
   

1. Choose My apps & games at the top.
   

1. Choose Update All.
   

6. Introduction

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.

7. Uninstall Android App

1. On your Android device, tap on the Apps icon on the main screen.
   

1. Look for the PlayMemories Mobile icon.
   

1. Tap and hold the apps icon until you see the Uninstall option show up at the top side of the screen.
   

1. Drag the icon over the Uninstall option until the icon turns red and release it.
   

1. You will be asked whether you want to uninstall the app. Tap on OK to confirm.
   

8. Install Android App

1. Launch the Play Store app on your Android device.
   

1. Search for "playmemories mobile" in the search box at the top and tap on the found app.
   

1. Tap on Install and then Open to use it.
   

9. Enable Wi-Fi Hotspot

1. Set the power switch to ON to turn on the camera.
   

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.
   

1. Go right to Application then down to Application List and select it.
   

1. Go to Start Remote Control and select it.
   

1. Wait for the Wi-Fi hotspot to be initialized.
   

1. 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.
   

1. 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.
   

10. Connect Android with QR Code

1. Launch the PlayMemories Mobile app on your Android mobile device.
   

1. Tap Scan QR Code of the Camera and tap OK on the informational screen.
   

1. Point the back of your mobile device to the Sony cameras screen and tap OK when the QR Code scan is completed.
   

1. The app will initiate the connection to the Sony camera.
   

1. Once connected, it will show the live camera view.
   

11. Exit Remote App

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.
   

1. To stop controlling the camera remotely, press the Menu button on the camera and select Exit Application.
   

1. Then confirm by selecting Exit.
   

12. What's next?

13. Connect Android with Password

1. Launch the PlayMemories Mobile app on your Android mobile device.
   

1. 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.
   

1. The app will initiate the connection to the Sony camera.
   

1. Once connected, it will show the live camera view.
   

14. Introduction

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.

15. Restart

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.

16. Check App Updates

1. If an app has an update available, the App Store will show a number in a red circle next to it.
   

1. Choose the App Store on your home screen.
2. Choose Updates at the bottom, then choose Update All on the top-right.
   

17. Introduction

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.

18. Uninstall iOS App

1. On the main screen of your iOS device, look for the PlayMemories Mobile icon.
   

1. Tap on hold the icon until an X shows up on its top left corner. Tap on the X.
   

1. You will be asked whether you want to delete the app. Tap on Delete to confirm.
   

19. Install iOS App

1. Launch the App Store on your iOS device.
   

1. Tap on Search at the bottom of the screen.
   

1. Search for "playmemories mobile" in the search box at the top.
   

1. Tap on Get, then on Install and finally on Open to use it.

20. Enable Wi-Fi Hotspot

1. Set the power switch to ON to turn on the camera.
   

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.
   

1. Go right to Application then down to Application List and select it.
   

1. Go to Start Remote Control and select it.
   

1. Wait for the Wi-Fi hotspot to be initialized.
   

1. 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.
   

1. 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.
   

21. Connect iOS with QR Code

1. Launch the PlayMemories Mobile app on your iOS mobile device.
   

1. Tap Scan QR Code of the Camera and tap OK on the informational screen.
   

1. Point the back of your mobile device to the Sony cameras screen and tap OK when the QR Code scan is completed.
   

1. 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.
   

1. 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.
   

1. Return to the main screen of your mobile device and go into Settings.
   

1. Then into Wi-Fi.
   

1. Look for the same Wi-Fi network that is showing on the Sony cameras screen and tap on it.
   

1. Once connected to it, the Wi-Fi network will jump to the top of the list and show a checkmark next to its name.
   

1. Return to the PlayMemories Mobile app and it will attempt to connect to the camera automatically.
   

1. Once connected, it will show the live camera view.
   

22. Connect iOS with Password

1. On your iOS mobile device go into Settings from the main screen.
   

1. Then into Wi-Fi.
   

1. 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.
   

1. Once connected to it, the Wi-Fi network will jump to the top of the list and show a checkmark next to its name.
   

1. Return to the main screen and launch the PlayMemories Mobile app.
   

1. The app will attempt to connect to the camera automatically.
   

1. Once connected, it will show the live camera view.
   

23. Airplane Mode

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.

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.
   

1. Go right to Wireless tab and select Airplane Mode.
   

1. Select the state you want to set Airplane Mode in.
   

1. And you will see the state has changed to what you selected.
   

24. Android or iOS

For the next steps, we need to determine what type of mobile device you have.

25. Check Wi-Fi

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.
   

1. Select Wi-Fi.
   

1. Make sure Wi-Fi is turned On, then select the Wi-Fi network that says Connected under it.
   

1. Here, you'll see the basics of your Wi-Fi connection, with the Wi-Fi network name at the top, and other information such as Signal Strength, Link Speed and the Frequency you're connected at and the Security type of the network.
   

More Details

1. To see more information about your connection, select Cancel.
2. Select the Settings gear in the top right corner.
   

1. Here, you'll see a variety of information related to your connection at the bottom, such as the MAC (Media Access Control) address and IP addresses your Android device has been given.
   

26. Forget Network

1. Open Settings on your phone or tablet.
   

1. Select Wi-Fi.
   

1. Look in the list for your Wi-Fi network. Tap and hold your Wi-Fi network name till a menu comes up.
   

1. Select Forget network.
   

27. Enable Wi-Fi Hotspot

1. Set the power switch to ON to turn on the camera.
   

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.
   

1. Go right to Application then down to Application List and select it.
   

1. Go to Start Remote Control and select it.
   

1. Wait for the Wi-Fi hotspot to be initialized.
   

1. 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.
   

1. 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.
   

28. Connect Android with QR Code

1. Launch the PlayMemories Mobile app on your Android mobile device.
   

1. Tap Scan QR Code of the Camera and tap OK on the informational screen.
   

1. Point the back of your mobile device to the Sony cameras screen and tap OK when the QR Code scan is completed.
   

1. The app will initiate the connection to the Sony camera.
   

1. Once connected, it will show the live camera view.
   

29. Connect Android with Password

1. Launch the PlayMemories Mobile app on your Android mobile device.
   

1. 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.
   

1. The app will initiate the connection to the Sony camera.
   

1. Once connected, it will show the live camera view.
   

30. Check Wi-Fi

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.
   

1. 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.
  

31. Forget Network

1. Tap Settings.
   

1. Tap Wi-Fi.
   

1. Tap the Information symbol to the right of the network you wish to forget.
   

1. Tap Forget This Network.
   

1. The network is now forgotten. If you wish, it can be re-added.

32. Enable Wi-Fi Hotspot

1. Set the power switch to ON to turn on the camera.
   

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.
   

1. Go right to Application then down to Application List and select it.
   

1. Go to Start Remote Control and select it.
   

1. Wait for the Wi-Fi hotspot to be initialized.
   

1. 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.
   

1. 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.
   

33. Connect iOS with QR Code

1. Launch the PlayMemories Mobile app on your iOS mobile device.
   

1. Tap Scan QR Code of the Camera and tap OK on the informational screen.
   

1. Point the back of your mobile device to the Sony cameras screen and tap OK when the QR Code scan is completed.
   

1. 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.
   

1. 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.
   

1. Return to the main screen of your mobile device and go into Settings.
   

1. Then into Wi-Fi.
   

1. Look for the same Wi-Fi network that is showing on the Sony cameras screen and tap on it.
   

1. Once connected to it, the Wi-Fi network will jump to the top of the list and show a checkmark next to its name.
   

1. Return to the PlayMemories Mobile app and it will attempt to connect to the camera automatically.
   

1. Once connected, it will show the live camera view.
   

34. Connect iOS with Password

1. On your iOS mobile device go into Settings from the main screen.
   

1. Then into Wi-Fi.
   

1. 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.
   

1. Once connected to it, the Wi-Fi network will jump to the top of the list and show a checkmark next to its name.
   

1. Return to the main screen and launch the PlayMemories Mobile app.
   

1. The app will attempt to connect to the camera automatically.
   

1. Once connected, it will show the live camera view.