FAQ

If you cannot connect your camera to Wi-Fi

Refer to the questions below if you can’t perform functions such as image transfer from your camera or remote shooting.

1. Check the connection procedure.

For the connection procedure, see <Connect your smartphone to your camera>.

2. Check what to do for each specific connection method.

2-1. If your camera won’t connect even when you tap it in the camera list on the Imaging Edge Mobile screen
  • Make sure that the camera is turned on.
  • Check to make sure your camera can connect to Wi-Fi. (Make sure your camera is set up for smartphone operation or smartphone transfer according to the connection procedure in 1 above.)
2-2. If your camera won’t connect using a QR code
Lens style cameras and some digital still cameras and Action Cam models do not support connecting to Wi-Fi using a QR code. For details, see the <List of Supported Cameras>. If your camera is not supported, connect using an SSID and password.
2-3. If your camera won’t connect using NFC one-touch connection
  • Check to make sure the smartphone supports NFC. In the case of the iPhone, an iPhone 7 running iOS 11.0 or later is required.
  • On the smartphone’s Wireless or Network menu, check to make sure the NFC function is enabled.
  • If you are using your camera with a smartphone, it may already be connected to Wi-Fi. Launch Imaging Edge Mobile on your smartphone and tap on the name of your camera in the camera list.
  • If the camera has an [Airplane Mode], the NFC function cannot be used when it is set to [On].
  • Set camera menu → [Wireless] or [Network] → [Ctrl w/ Smartphone] → [Ctrl w/ Smartphone] → [On]. (The text of these settings may differ depending on the camera model. Also, some cameras may not have this functionality.)
  • There may be no response when the camera or smartphone is in a case.
2-4. If your camera won’t connect using an SSID and password
Enter the portion of the SSID after DIRECT-. Check to make sure that there are no mistyped characters.

3. If the problem is not solved by following the instructions in 2 above

Check and if necessary change each of the following settings and then try to reconnect.

For Android
  1. Turn the smartphone off and then on again. (Don’t just turn the screen off and then on again.)
  2. If the camera has [Airplane Mode], turn it [Off].
  3. Check to make sure the latest version of Imaging Edge Mobile is installed.Refer to Updates under <HOME> to confirm that you have the latest version.To check which version of Imaging Edge Mobile you are using, tap in the upper right of the launch screen → [Settings] → [Version].
  4. From [Settings] on the smartphone, check to make sure that Wi-Fi is turned on.
  5. From [Settings] on the smartphone, check to make sure that [Portable hotspot] is turned off.
  6. From [Settings] on the smartphone, turn off airplane mode.
  7. Bring the camera and smartphone close to each other.
  8. From [Settings] on the smartphone, turn off Bluetooth.
  9. If a VPN app or a security app that uses a VPN is installed, turn off the VPN.
  10. Reset the SSID of the camera.
  11. Uninstall Imaging Edge Mobile and then install it again.
  12. On the smartphone, go to [Settings] → [System] → [Reset options] and reset Wi-Fi, mobile, and Bluetooth. Resetting these items may improve the connection, but the following items will be initialized to their default values and will need to be re-registered individually.
    • Hotspot & tethering settings
    • Wi-Fi password to be used
    • Mobile data communication settings
    • Bluetooth device pairing information
For iPhone/iPad
  1. Turn the iPhone/iPad off and then on again.
  2. If the camera has [Airplane Mode], turn it [Off].
  3. Check to make sure the latest version of Imaging Edge Mobile is installed.Refer to Updates under <HOME> to confirm that you have the latest version.To check which version of Imaging Edge Mobile you are using, tap in the upper right of the launch screen → [Settings] → [Version].
  4. From [Settings] on the iPhone/iPad, check to make sure that Wi-Fi is turned on.
  5. From [Control Center] or [Settings] on the iPhone/iPad, check to make sure that [Personal Hotspot] is turned off.
  6. From [Settings] on the iPhone/iPad, turn off airplane mode.
  7. Bring the camera and iPhone/iPad close to each other.
  8. From [Settings] on the iPhone/iPad, turn off Bluetooth.
  9. If a VPN app or a security app that uses a VPN is installed, turn off the VPN.
  10. Reset the SSID of the camera.
  11. Uninstall Imaging Edge Mobile and then install it again.
  12. On the iPhone/iPad, go to [Settings] → [General] → [Reset] and reset the network settings. Resetting may improve the connection, but the following items will be initialized to their default values and will need to be reregistered individually.
    • Personal Hotspot settings
    • Wi-Fi password to be used
    • Mobile data communication settings
    • Bluetooth device pairing information

After connecting to Wi-Fi

The Wi-Fi suddenly disconnects or becomes unstable during smartphone operations or Wi-Fi transfers

The surrounding radio waves may be unstable. Use the camera and smartphone closer together.

The Live View screen shown on the smartphone does not move smoothly

In some cases, the Live View screen may not move smoothly due to the condition of the surrounding radio waves or the smartphone performance.

I would like to connect with the NFC One-touch functions, but the image is directly transferred without using the function

Prepare the camera unit to capture an image in advance and connect with NFC One-touch once again.

The movie transferred from the camera does not play on the smartphone

  • Transfer a different movie and see if it plays.
    Alternatively, transfer the movie which does not play together with another movie to see if it can be played back.
    If that does not fix the problem, change the image selection method from [Select on This Device] to [Select on Smartphone] and transfer it again.

Sometimes it does not take a photo even if the smartphone Shutter button is pressed

  • In some cases, it is unable to take a photo if you release your finger from the Shutter button while the auto focus is operating.
    Hold and press the Shutter button slightly longer before releasing your finger.

Transferred images are not found after updating to Android 10 / Imaging Edge Mobile 7.3.

The image-saving destination changes when Imaging Edge Mobile 7.3 is launched for the first time on Android 10. You can check and change the saving destination under [Settings] -> [Saving Destination] in Imaging Edge Mobile.

About the Sony Account

A Sign In screen appeared. Do I need to sign in to use Imaging Edge Mobile?

When you sign in with your Sony Account to register your camera online to your My Page, you can browse related announcements. If you are only using Imaging Edge Mobile, you do not need to register or sign in.

Is the Sony Account the same thing as an Imaging Edge membership?

When you subscribe to an Imaging Edge membership, you can use the various features pertaining to Sony digital cameras. A Sony Account is required when subscribing to an Imaging Edge membership. A Sony Account is used not only for the Imaging Edge membership but also for Playstation and other included Sony services.

I want to cancel my Imaging Edge membership registration.

Cancel your registration from the following URL.

Only the Imaging Edge membership can be canceled from this site. Your Sony Account registration will remain active.

I want to terminate my Sony Account.

Unsubscribe from all the services to which you subscribed using your Sony Account. Your Sony Account will be terminated automatically when you unsubscribe from your last service provided by Sony.

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