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16/11/2006
5/12/2006 revised
Sony Corporation
Sony Marketing ( Japan ) Inc.
Sony EMCS Corporation |
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Thank you for your continued interest in Sony products.
Sony has recently discovered the following issue with regard to its High Definition HDR-UX1 (JE) and HDR-SR1 (JE) "Handycam" Camcorders.
We apologize for any inconvenience this may have caused and your kind understanding and cooperation would be much appreciated. |
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[Symptom and cause]
When replaying footage recorded with the camcorder in high definition mode, the stereophonic or surround sound effect may not be reproduced accurately.
This symptom is caused by a problem with the software of the unit and the sound is not processed properly when it is recorded.
As the recorded sound data itself is not missing, this symptom can be corrected with a software update for the camcorders. |
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| [Applicable model] |
HDR-UX1 (JE) , HDR-UX1E (JE)
HDR-SR1 (JE) , HDR-SR1E (JE) |
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| [Applicable serial number] |
| HDR-UX1 (JE) |
310001 - 310900 |
| HDR-UX1E (JE) |
10001 - 11200 |
| HDR-SR1 (JE) |
310001 - 310900 |
| HDR-SR1E (JE) |
10001 - 11200 |
| Some units may already have been updated to solve the problem even though they are in the serial number range. |
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| Model name and serial number are located on the sticker attached to the bottom of the camera. |
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| [Countermeasure] |
This symptom can be corrected with a software update of the camcorders.
Sony is offering two methods to update the camcorders and to accurately restore the sound playback for video footage that was recorded in high definition mode using an affected unit
| 1. Sony repair service |
| 2. Customers update/restore by themselves |
| 1. Sony repair service |
Sony will update the software of all affected units free of charge, and will recover recoded data upon request.
(Please refer to "Restoration of Recorded Data" section below.)
This service started on November 22, 2006.
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| 2. Customers update/restore by themselves |
Sony offers downloadable program for update and data restoration.
(Applicable OS: Windows XP/2000)
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Since Sony released units where the software updates were made, please confirm at Sony dealers if these are available when purchasing.
Sony is taking this action as part of our ongoing effort to maintain excellent product quality.
Should you have any questions related to this issue, please contact the following customer support center. |
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| [Contact in Japan](Japanese and English only) |
| Sony DI Call Center: |
0120-669-616
(accessible from cellular/PHS phones) |
| Opening hours: |
Monday through Friday - 9:00 to 18:00
Saturday, Sunday and Holidays - 9:00 to 17:00
* Excluding year-end/new year holidays |
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| [Contact outside Japan ] |
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| "Restoration of Recorded Data" |
Before Sony can restore recorded data on behalf of its customers, please understand the following.
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A technician will view part of the video footage in order to complete the restoration work. |
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Sony may not be able to initiate data restoration work if there is content on affected units that do not comply with copyright protection laws and regulations etc. |
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Sony recommends that customers backup their video footage prior to shipment to Customer Service in case recorded data is lost or damaged during the restoration work. |
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The contents of the video footage cannot be compensated if is lost or damaged during the restoration. |
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Personal information, such as your name and/or mailing address, provided to the contact above shall be kept and used by Sony Corporation, Sony EMCS Corporation, and Sony Marketing (Japan) Inc. for providing with services mentioned herein or related thereto. Such companies as set forth above may disclose your personal information to the subcontractors for such services under the conditions that such subcontractors shall keep, use and erase the information in the same way as such companies do. |
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Corporation in charge of handling the personal information received for this matter is Sony Corporation. |
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