Sony NWZA820 User Manual

123	Useful Facts

Upgrading the Player’s Firmware

You can update the player’s firmware, ensuring you to add new features for the player by installing the latest player’s firmware to the player. For details about the latest firmware information and how to install it, visit the following web site:

For customers in the USA: http://www.sony.com/walkmansupport For customers in Canada: http://www.sony.ca/ElectronicsSupport/ For customers in Europe: http://support.sony-europe.com/DNA

For customers in Latin America: http://www.sony-latin.com/index.crp

For customers in other countries/regions: http://www.sony-asia.com/support

For customers who purchased the overseas models: http://www.sony.co.jp/overseas/support/

Download the update program to your computer from the web site.

Connect the player to your computer, and then start up the update program.

Follow the on-screen instructions to update the player’s firmware.

Firmware update is complete.

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124 Troubleshooting

Troubleshooting

If the player does not function as expected, try the following steps to resolve the issue.

1 Find the symptoms of the issue in the following troubleshooting tables, and try any corrective actions listed.

2 Connect the player to your computer to charge the battery.

You may be able to resolve some issues by charging the battery.

3 Press the RESET button with a small pin, etc.

If you press the RESET button while operating the player, stored data and settings on the player may be deleted.

4 Check the information about the issue in the Help of each software.

5 Look for information about the issue on one of the support Web sites.

For customers in the USA, visit: http://www.sony.com/walkmansupport For customers in Canada, visit: http://www.sony.ca/ElectronicsSupport/ For customers in Europe, visit: http://support.sony-europe.com/DNA

For customers in Latin America, visit: http://www.sony-latin.com/index.crp For customers in other countries/regions, visit: http://www.sony-asia.com/support For customers who purchased the overseas models, visit: http://www.sony.co.jp/overseas/support/

6 If the approaches listed above fail to resolve the issue, consult your nearest Sony dealer.

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125	Troubleshooting
	Operation
		Symptom	Cause/Remedy
		There is no sound.	The volume level is set to zero.
			Turn the volume up ( page 10).
			The headphone jack is not connected properly.
			Connect the headphone jack properly ( page
			10).
			The headphone plug is dirty.
			Clean the headphone plug with a soft dry cloth.
			No songs or video files are stored on the player.
			Follow the instructions in the displayed message,
			and transfer songs or videos from the computer.
			The Bluetooth function is turned on.
			While the Bluetooth function is turned on, sound
			does not come out from the headphones of the
			player. Turn off the Bluetooth function ( page
			94).
		No data is played.	The battery is consumed.
			Charge the battery fully ( page 114).
			If the player does not react, even after charging
			the battery, press the RESET button to reset the

player ( page 124).

No data is stored on the player.

Follow the instructions in the displayed message, and transfer data from the computer.

Transferred files are not in a playable format. For details, see “Supported file format” of “Specifications” ( page 154).

Convert the ATRAC audio data using the supplied MP3 Conversion Tool.

Songs or videos may not be played back, depending on the file format ( page 154).

Photos may not be displayed, depending on the file size or the file format ( page 154).

You are placing audio MP4 files in a video folder by dragging and dropping.

Place them in the “MUSIC” folder by dragging and dropping.

The playback limitation period of the song has expired due to subscription conditions, etc.

Songs with an expired playback limitation period cannot be played back. Update them using the software used for transferring.

After dragging and dropping in Windows Explorer, data hierarchy levels do not correspond to the player ( page 116).

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126	Troubleshooting
	Operation (continued)
		Symptom	Cause/Remedy
		Transferred data is not	The maximum number of files that can be displayed is
		displayed in its list.	reached. The maximum number of files is 1,000 files
			for videos, 10,000 files for photos. Also, the maximum
			number of folders is 1,000 folders for photos in the
			photo folder list.
			Delete unnecessary data.
			Data was placed in the wrong location by dragging
			and dropping.
			Place the data in the correct place by dragging
			and dropping ( page 116).
			Available capacity is insufficient.
			Delete unnecessary data to increase free space on
			the player.
			After dragging and dropping in Windows Explorer,
			data hierarchy levels do not correspond to the player
			( page 116).
			Transferred files are not in a playable format. For
			details, see “Supported file format” of
			“Specifications” ( page 154).
			Convert the ATRAC files using the supplied MP3
			Conversion Tool software.
		When “All Songs” or	The audio files are not in folders under the
		“Album” is selected, all the	“MUSIC” folder.
		songs will appear, but	Place them in folders under the “MUSIC” folder
		some songs will not appear	by dragging and dropping.
		when “Folder” is selected.
		Songs are played back	“Playback Range” ( page 39) is set to “Selected
		within a limited playback	Range.”
		range only, such as within	Change the playback range setting.
		one album.
		Data cannot be deleted	You cannot delete songs and photos on the player.
		on the player.	Delete them using the software you used to
			transfer the data, or Windows Explorer.

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127	Troubleshooting
	Operation (continued)
		Symptom	Cause/Remedy
		Noise is generated.	A device emitting radio signals, such as a mobile
			phone is being used near the player.
			When using devices such as mobile phones, keep
			them away from the player.
			Music data imported from CDs, etc., is damaged.
			Delete the data, then import and transfer it again.
			When importing data to your computer, close any
			other applications to avoid data damage.
			Transferred files are not in a playable format. For
			details, see “Supported file format” of
			“Specifications” ( page 154).
			Convert the ATRAC audio data using the
			supplied MP3 Conversion Tool.
			Some songs may not play back, depending on
			certain file specifications.
			Bluetooth connection is unstable.
			You may hear noise under certain communicating
			conditions. Change the location and restart
			communication.
		“VPT(Surround)” setting	When outputting to external audio speakers using
		or “Clear Stereo” function	the optional cradle, “VPT(Surround)” settings and
		is not effective.	the “Clear Stereo” function may not be effective
			because the player is designed for compatible
			headphones only. This is not a malfunction.
			If you have not applied the sound effects in “Sound
			Effect Preset,” “VPT(Surround)” does not work
			during Bluetooth communication ( page 92).
		Cannot see the video, but	The file is a .3gp file. (.3gp only supports audio.)
		can hear it.	The video file is not in a video folder.
			Place the video files in a video folder by dragging
			and dropping.
		Buttons do not work.	The HOLD switch is set to the HOLD position.
			Slide the HOLD switch to the opposite position

( page 11).

The player contains moisture condensation.Wait a few hours to let the player dry.

The remaining battery power is low or insufficient.

Charge the battery by connecting the player to a running computer ( page 114).

If you charge the battery and nothing changes, press the RESET button to reset the player ( page 124).

While “Connecting” is being displayed, you cannot operate the player.

Disconnect the USB connection, then operate the player.

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128	Troubleshooting
	Operation (continued)
		Symptom	Cause/Remedy
		Playback does not stop.	With this player, there is no difference between

stopping and pausing. When you press the button, appears and playback pauses/stops.

The player does not work. The remaining battery power is insufficient.

Charge the battery by connecting the player to a running computer ( page 114).

If you charge the battery and nothing changes, press the RESET button to reset the player ( page 124).

Transferred data cannot	The built-in flash memory of the player was
be found.	formatted using Windows Explorer.
	Format the built-in flash memory on the player
	( page 110).
	The supplied USB cable was disconnected from the
	player while data was being transferred.
	Transfer usable files back to your computer and
	format the built-in flash memory on the player
	( page 110).
	After dragging and dropping in Windows Explorer,
	data hierarchy levels do not correspond to the player
	( page 116).
	Transferred files are not in a playable format. For
	details, see “Supported file format” of
	“Specifications” ( page 154).
	Convert the ATRAC audio data using the
	supplied MP3 Conversion Tool.
	Songs or videos may not be played back,
	depending on the file format ( page 154).
	Photos may not be displayed, depending on the
	file size or the file format ( page 154).
The volume is not loud	“AVLS (Volume Limit)” is enabled.
enough.	Disable “AVLS (Volume Limit)” ( page 99).

There is no sound from the right channel of the headphones.

Or the right channel sound is heard from both sides of the headphones.

The headphone jack is not fully inserted.

If the headphones are not connected correctly, sound will not be output properly. Insert the connecting pin of the headphones into the jack until it clicks ( page 10).

Playback has stopped suddenly.

The remaining battery power is insufficient.

Charge the battery by connecting the player to a running computer ( page 114).

Theplayed.songs or video files that cannot be played are

Play back the other song or video files.

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129	Troubleshooting
	Operation (continued)
		Symptom	Cause/Remedy
		Thumbnails are not	Songs do not have cover art information whose file
		displayed.	format is supported by the player.
			Thumbnails are displayed only when songs have
			cover art information whose file format is supported
			by the player.
			Transfer again using the supplied Windows
			Media player, or another transfer capable
			software.
			Thumbnail name does not match its video file, or
			the video file is not in the correct location.
			Place a JPEG file of the same name as the video
			file into the folder under the “VIDEO” folder.
			If the photos do not have thumbnails that are
			complied with Exif file format, the thumbnails
			cannot be displayed.
			Retransfer the photos using supplied Media
			Manager for WALKMAN.
		Cover art is not	Cover art information is not included with the data.
		displayed.	The cover art only appears if the cover art
			information is included.
			You can set cover art using the supplied Windows
			Media Player 11, or another transfer capable
			software for setting cover art. For details on
			operation, refer to the Help or maker of the
			software.
			Some cover art is not displayed, depending on its
			file format.
		The player cannot format. The remaining battery is low or insufficient.
			Charge the battery by connecting the player to a
			running computer ( page 114).
		The player’s power was	If a malfunction occurs, the player turns off, and
		inadvertently turned off,	then on again automatically.
		and then on again.
		The player does not work	The computer is started or restarted while the player
		properly.	is connected to it.
			Reset the player by pressing the RESET button of
			the player. Disconnect the player when you start
			or restart the computer.
		There is no beep sound	“Beep Settings” is set to off.
		when the player is	Set “Beep Settings” to “On” ( page 100).
		operated.	The beep does not sound while the Bluetooth
			function is turned on.

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130	Troubleshooting
	Display
		Symptom	Cause/Remedy
		“ ” appears for a title.	Characters that cannot appear on the player are
			included in the title.
			Rename the title with appropriate characters
			using the software you used to transfer or
			Windows Explorer.
		“Unknown” is displayed	The data has no data information, such as an album
		for an album or artist	or artist name, etc.
		name, etc.
		Garbled characters are	The wrong language is selected.
		displayed.	Correct the setting of “Language Settings” ( page
			112), and then transfer data to the player again.
		The screen darkens while	There was no operation attempted for the time
		displaying a photo.	selected in “Screensaver Timing” ( page 102).
			Press any button.
		The screen turns off.	There was no operation attempted for more than 3
			minutes while the player was in the pause mode.
			Press any button.
			There was no operation attempted for the period
			you set in “Screensaver Timing” when “Screensaver”
			is set to “Blank” ( page 102).
			Press any button.
			Set “Screensaver” to other than “Blank.”
			“On-Hold Display” is set to “No.”
			Slide the HOLD switch to the opposite position
			( page 11).
			Set “On-Hold Display” to “Yes” ( page 61). You
			can play back a video even when the HOLD
			function is activated.
		A massage appears.	See the “Messages” ( page 139).

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131	Troubleshooting
	Power
		Symptom	Cause/Remedy
		Battery life is short.	The operating temperature is below 5 °C (41 °F).
			Battery life becomes shorter due to the battery
			characteristics. This is not a malfunction.
			Battery charging time is not sufficient.
			Charge the battery until		appears.
			By adjusting the settings or managing the power
			supply properly, it is possible to save the battery power
			and use the player for a longer time ( page 115).
			You have not used the player for a prolonged period.
			The efficiency of the battery will be improved by
			repeatedly charging and discharging it.
			When usable battery life becomes half the usual
			time, even after charging the battery fully, the
			battery should be replaced.
			Consult your nearest Sony dealer.
			Copyright-protected contents are played.
			When copyright-protected contents are played,
			battery life may be shorter.
			The Bluetooth function is turned on.
			While the Bluetooth function is turned on, the
			battery is consumed even if you do not operate
			the player. Turn off the Bluetooth function when
			you do not use it.
			Radio waves are generated by ambient Bluetooth
			devices or wireless LAN devices.
			While the Bluetooth function is turned on, radio
			waves generated by those devices may affect and
			shorten the battery life.
		The player cannot charge	The USB cable is not connected to a USB port on
		the battery.	your computer properly.

Disconnect the USB cable, and then reconnect it.

Use the supplied USB cable.

The battery is charged in an ambient temperature out of the range of 5 °C (41 °F) to 35 °C (95 °F).

Charge the battery in an ambient temperature of 5 °C (41 °F) to 35 °C (95 °F).

The computer is not on.

Turn on the computer.

Your computer has entered sleep or hibernation status.

Release the computer from sleep or hibernation status.

The player turns off	To avoid unnecessary battery consumption, the
automatically.	player automatically turns off.
	Press any button to turn the player on.

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132	Troubleshooting
	Power (continued)
		Symptom	Cause/Remedy
		Charging completes very	If the battery is already almost fully charged when
		quickly.	charging begins, little time is needed to reach full
			charge.
	Connection with a computer
		Symptom	Cause/Remedy
		MP3 Conversion Tool or	Your computer’s system environment has changed,
		Media Manager for	perhaps due to an update of the Windows operating
		WALKMAN does not	system.
		start up.
		“Connecting” does not	The USB cable is not connected to a USB port on
		appear when connected	your computer properly.
		to the computer with the	Disconnect the USB cable, and then reconnect it.
		supplied USB cable.	Use the supplied USB cable.
			A USB hub is being used.
			Connecting the player via a USB hub may not
			work. Connect the player to your computer using
			the supplied USB cable.
			The computer is running another software other
			than the one used for transferring.
			Disconnect the USB cable, wait a few minutes,
			and reconnect it. If the problem persists,
			disconnect the USB cable, restart the computer,
			and then reconnect the USB cable.
			“Connecting” may not appear on the player,
			depending on the software environment that is
			running on your computer.
			Activate Windows Media Player, or Windows
			Explorer.
		The player is not	The USB cable is not connected to a USB port on
		recognized by the	your computer properly.
		computer when it is	Disconnect the USB cable, and then reconnect it.
		connected to the	A USB hub is being used.
		computer.
			Connecting the player via a USB hub may not

work. Connect the player to your computer using the supplied USB cable.

The USB port on your computer may have a problem. Connect the player to another USB port on your computer.

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133 Troubleshooting

Connection with a computer (continued)

Symptom

Cause/Remedy

Data cannot be transferred to the player from your computer.

Transferring may be stopped due to noise such as static electricity, etc. This happens to protect data information.

Disconnect the player, then reconnect it.

If you transfer files by dragging and dropping on some computers that do not have Windows Media Player 11 installed, there may be limited files (AAC, video files, etc.) that can be transferred by dragging and dropping.

Install Windows Media Player 11 from the supplied CD-ROM, then transfer files by dragging and dropping again. Before installing the supplied Windows Media Player 11 on your computer, make sure to check whether your software or service corresponds to Windows Media Player 11. For details on usage, or support on Windows Media Player, visit the following web site: http://support.microsoft.com/

The USB cable is not connected to a USB port on your computer properly.

Disconnect the USB cable, and then reconnect it.

There is not enough free space in the built-in flash memory.

Transfer any unnecessary data back to your computer to increase free space.

Songs with a limited playing period or playing count may not be transferred due to restrictions set by copyright holders. For details on the settings of each audio file, contact the distributor.

Abnormal data exists on the player.

Transfer usable files back to your computer and format the built-in flash memory on the player ( page 110).

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134 Troubleshooting

Connection with a computer (continued)

Symptom	Cause/Remedy
Data cannot be	The data may be damaged.
transferred to the player	Delete the data that cannot be transferred from
from your computer.	your computer, then import it to your computer
(continued)	again. When importing data to your computer,
	close any other applications to avoid data damage.
	Transferableexceeded.	limit of files and folders has been
	Delete unnecessary data.
	You are trying to transfer .m4a, .mp4, .3gp or .m4v
	files on a computer that already has Windows Media
	Player 10 installed.
	Install Windows Media Player 11 from the
	supplied CD-ROM.
	If you transfer data using an appropriate software for
	transferring, but the transfer is not made, refer to the
	manufacturer.
Only a small amount of	There is not enough free space in the built-in flash
data can be transferred to	memory.
the player.	Transfer any unnecessary data back to your
	computer to increase free space.
	Data that cannot be played on the player is stored on
	the player.
	If data other than song, video, or photo data is
	stored on the player, less data can be transferred.
	Transfer back data that cannot be played on the
	player to the computer to increase the available
	space.
The player becomes	A USB hub or USB extension cable is being used.
unstable while it is	Connecting the player via a USB hub or extension
connected to the	cable may not work. Connect the player to your
computer.	computer using the supplied USB cable.
You cannot delete or	You cannot delete or rename the “MUSIC,”
rename the folders.	“MP_ROOT,” “VIDEO,” “PICTURES” and

“PICTURE” folders.

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