Frequently Asked Questions (FAQs)

Using Media Go

• Starting with version 2.0, Media Go has many new features. How do I learn what is different from the previous versions?

  All the core features in Media Go 1.x are present in Media Go 2.0 and later versions. Additional enhancements beginning with Media Go 2.0 include the following:

  • More streamlined layout for browsing, finding, and enjoying your media
  • Convenient browse and search features at the top of each category overview pane
  • Easy-to-use action buttons and transfer section at the bottom of each overview page
  • Beautifully redesigned summary overviews of media on devices and in your library
  • New photo slideshow, complete with customizable music and smooth animations
  • Photos and home videos are now grouped together for easy discovery
  • Convenient playlist and photo album summary overviews
  • Redesigned Now Playing window (formerly called the Play Queue)
  • Helpful indicators for new podcast episodes

• Can I upload media to Facebook and YouTube™ using Media Go?

  Yes, you can use Media Go to upload photos and home videos to either Facebook or YouTube™. While viewing the Photos & Home Videos category, select the items you want to upload and click the Share button to choose a service.

• Where are my videos located in Media Go?

  In the library navigation pane in Media Go, there is a Movies & TV Shows category. In this category, you can switch between viewing All Videos, Movies, or TV shows. These options are located beside the search field on the right side of the overview window.

  Videos that already exist on your computer or that were downloaded from the Internet are found in All Videos.

  In addition, there is a Photos & Home Videos category that organizes your home videos and photos together. Videos taken from a camera, phone, or other device are classified as Home Videos. In some rare cases, some of your home videos may be shown in the Movies & TV Shows category under the All Videos option.

  Tip: You can change an item’s classification by right-clicking the item and choosing Properties from the shortcut menu. In the Properties window, choose the desired classification in the Kind drop-down menu.

• When I play video I downloaded from the Store on my computer, the audio is choppy and out of sync with the video. The video also drops a lot of frames. Why does this happen? How can I fix the problem?

  Problems like these can happen on older computers, including those that meet the system requirements for Media Go. Possible solutions include the following:

  • Adjust your computer's hardware acceleration, Windows visual effects, and power settings using the Windows Control Panel.
  • Update your video card drivers. You may have a video card that doesn't support the standard video format used for playing Store content. Contact your video card manufacturer or computer manufacturer to acquire updated drivers.

• When I play video I downloaded from the Store on my computer, it appears distorted or the subtitles are discolored and offset. Why does this happen? How can I fix the problem?

  You may have a video card that doesn't support the standard video format used for playing Store content. Contact your video card manufacturer or computer manufacturer to acquire updated drivers. Alternatively, the Media Go Video Playback Engine can be configured to use different settings for playback. To access these settings click Tools -> Preferences -> Playback -> Advanced.

  • To fix subtitle discoloration or screen flicker, try changing the Video Output options.
  • To fix choppy playback due to high CPU usage, try changing the Optimize for options.
  • To fix severe video corruption, try changing the Pixel Format options.
  • To return the Media Go Video Playback Engine to its default behavior, click the Default All button.

  Please note, any changes made to Advanced settings while the video is playing will automatically stop and restart the video.

• How do I close a video while it's playing?

  Press the Stop button. Media Go will remember your playback location in the movie or TV show, and the next time you watch that video, you can resume playback where you stopped.

• Can I use Media Go on a Mac?

  Not at this time. Media Go is designed to run on the Windows operating system. Please see the system requirements page for a list of the supported versions of Windows.

• Does Media Go offer a ratings feature for my media?

  Yes, you can add ratings (using one to five stars) to your media. Ratings are a great way to sort your media.

• Can I edit media with Media Go?

  Yes, you can use Media Go to nondestructively edit photos, change file information for photos, videos, and music, and add your own tags for customized searches.

• Can I manage my podcast subscriptions with Media Go?

  Yes, Media Go has many podcast features. It also has a podcast directory for finding new and interesting content.

• Can I import my CDs using Media Go?

  Yes, insert your CD into the CD drive. Once Media Go has detected your CD, the Audio CD pane appears. You can import individual tracks or the entire album to .mp3, .mp4 or .flac formats.

• How does the library work?

  Media Go continually monitors your specified media folders and automatically updates your media library when changes are made.

• Why does Media Go occasionally use a lot of my computer’s CPU and memory resources?

  Media Go runs background tasks like SensMe™ analysis, Gracenote® artwork and metadata retrieval, and media thumbnail creation. It utilizes your computer’s available resources to provide you with these features as soon as possible and automatically yields to your computer's other tasks when necessary. If you don’t want these background tasks to run, you can pause or disable most of them.

  For more information, please see the Media Go online help.

Importing Media

• Why doesn’t it work when I try to drag media into MediaGo?

  Media Go supports drag and drop extensively. Please drop the media into the Library section on the library navigation pane to copy it to the library. You can also drop it onto a device to copy it to a device, or onto a playlist or photo album to create a new collection.

• What types of files can I play, transcode, and transfer using Media Go?

  Please see our Supported File Formats page for information.

• The video I've recorded on my mobile phone won't play in Media Go. What should I do?

  Media Go supports new phones with each version. Get the latest version of Media Go here.

• Some files in my library play just fine in other media players, but fail to play in Media Go. What should I do?

  Media Go continuously improves support for many file formats. Check our list of supported file formats and get the latest version of Media Go here.

• Can Media Go look up album artwork for items in my library?

  Yes, Media Go can look up album artwork using the Get Album Artwork feature. This feature uses the Gracenote® MusicID® database.

• Can Media Go import/rip DVDs?

  Media Go cannot import DVDs.

• Does Media Go import media I have already organized using Media Manager or iTunes software?

  Yes, during the initial setup process, you can import media previously organized with Media Manager or iTunes software using the Setup Assistant. You can access the Setup Assistant at any time from the Tools menu by choosing Setup Assistant.

Purchasing New Content

• I am unable to sign in to the Media Go Store on my computer. Is there a web site that can help me?

  The Store within Media Go will accept a PlayStation® Network sign-in ID and password, a Sony Entertainment Network sign-in ID and password, or a Qriocity sign-in ID and password.

  If you are unable to sign in to the Media Go store, please click here. This web site provides help for password resets, password recovery, account management, new account creation, transaction history, and more.

• Where can I find the Store?

  You can find the Store at the top of the library navigation pane.

• Is there a User's Guide for the Store that I see in Media Go?

  The User's Guide for the Store can be found here.

• I am trying to access the Store within Media Go, but it never gets past the "Communicating with Server" message. Why? Is there a solution?

  There may be an issue with your installation of the Adobe Flash Player. Please try the following steps to resolve the issue:

  1. Using the Windows Control Panel, please uninstall "Adobe Flash Player 11 ActiveX."
  2. Once the uninstallation is complete, download and reinstall the Adobe Flash Player.
  3. Restart Media Go and attempt to access the Store again.

• Can I watch the movies and TV shows I purchase from the Store on my computer?

  Yes, with Media Go, you can purchase and download movies and TV shows that you can watch on a growing list of supported devices, including the computer, the PSP™ (PlayStation®Portable) system, a growing number of Xperia™ smartphones, and Sony Tablet™. Check your region’s Store for the availability of content. Playback on WALKMAN is currently not supported.

• Can I try some of the video found in the Store for free? I'd like to make sure the video is what I expect before making a purchase.

  Yes, you are encouraged to try the service out before making a purchase. Most regions offer some movie extras and TV shows free of charge. Check your regional Store for the availability of free content.

• Can I start watching video I buy from the Store before it finishes downloading?

  Yes, you can start watching video shortly after it starts to download. Watch for the Play button on the Downloads pane to know when you can enjoy your video.

• The Store has videos, games, and comics for sale. Can I transfer them to any supported device using Media Go?

  The Store within Media Go offers games and comics for the PSP™ system. Video purchased through the Store can be played on many supported Sony devices. See the supported devices page for more information about supported media for each device.

• I purchased a video in the Store and transferred it to the Sony Tablet™ with Media Go. However, I cannot see the video in the Video player on the Tablet device. Media Go tells me the transfer succeeded. What happened?

  The files were successfully transferred to the Sony Tablet ™, but the database for the Video player is not updated. The solution is to disconnect the Tablet device from the computer. You will see an “Updating databases” status message in the bottom-right status area of the Sony Tablet™. When you reconnect the Sony Tablet™, the Video player will be updated with the new content.

• I purchased a video from the Store within Media Go and want to transfer and play it on the Sony Tablet™. During transfer, I see an error message. What can I do?

  Transfers for purchased content can fail will when a Sony Tablet™ has its development setting enabled. On the Sony Tablet™, open the Settings application. Choose Applications, followed by Development. Make sure the USB debugging check box is not selected. Once the USB debugging check box is cleared, connect the Tablet device to the computer and try your transfer again.

• I purchased a video on my computer with Media Go, then transferred it to the Sony Tablet™. However, when I attempt to view the video in the Video player on the Tablet device, an error message says, "The copyright protection information is invalid." What happened?

  This error message displays when the Sony Tablet™ is not activated for playback of video from the Store. To activate the Tablet device, launch the Video Unlimited application. From the Settings menu, choose Device Activation, then click Activate Device. Alternatively, you can also activate the device via the Store in Media Go. From the Account Management menu, choose System Activation, then select Other Device, followed by Video / Comics, and finally Activate System.

Transferring Content to and from Portable Devices

• Which devices are officially supported by Media Go?

  Media Go works with some great mobile devices including the PSP™ system, WALKMAN, Sony Tablet™, and phones. Check out the growing list of supported devices.

• Which version of Media Go supports the Sony Tablet™?

  Use Media Go version 2.0 or higher with your Sony Tablet™. Earlier versions do not support the Sony Tablet™.

• How can I see my connected device within Media Go?

  You can find the connected device underneath the Store at the top of the library navigation pane.

• I am having trouble connecting the Sony Tablet™ to the computer. How can I fix this issue?

  Driver installation can fail when a Sony Tablet™ has its development setting enabled. You may experience one of the following problems:

  • Using Microsoft® Windows® XP, the drivers do not install at all.
  • Using newer versions of Windows, the drivers install, but installation completes with an error message.

  Here is how to fix the problem: on the Sony Tablet™, open the Settings application. Choose Applications, followed by Development. Make sure the USB debugging check box is not selected. Once the USB debugging check box is cleared, connect the Tablet device to the computer again.

• How do I see the media on my device?

  On the library navigation pane, click the triangular arrow on the left side of the device name to open the device. Next, click on one of the categories, such as Music or Games.

• How do I transfer music, video, and pictures from my Media Go library to my portable device?

  There are several ways to transfer content from your library to your portable device within Media Go:

  • Drag selected files from your library and drop them onto your device.
  • Right-click files and choose Add to from the shortcut menu.
  • Select files and press Ctrl+T.
  • Select files, choose your device in the transfer destination drop-down menu at the bottom of the library pane, and press the Add to button.

  For a more detailed description, check out the tip for transferring media to a device

• Can Media Go automatically download new firmware for my PSP™ System?

  Yes, Media Go can automatically download new firmware for your PSP™ system. If you connect a PSP™ system with older firmware, Media Go automatically downloads newer firmware and helps you get it installed.

• Can Media Go automatically download new firmware for my supported WALKMAN?

  Yes, Media Go can automatically download new firmware for your supported WALKMAN. If you connect a WALKMAN with older firmware, Media Go automatically downloads newer firmware and helps you get it installed.

• Can Media Go automatically download new firmware for my Xperia™ smartphone or Sony Tablet™?

  At this time, Media Go does not download new firmware for phones or tablets.

• Can Media Go automatically synchronize media to my device?

  Yes, Media Go can automatically synchronize podcasts, recently added media, or playlists to your portable device.

• Can I use Media Go to back up files from my device?

  Yes, you can use Media Go to automatically back up new content from your devices to your computer.

• Can Media Go convert my files to work with my device?

  Yes, Media Go can determine the best settings for your device and encode your media for optimal performance before transferring to the device.

• I transferred some music and videos to the Sony Tablet™ with Media Go, but I cannot see the music in the Tablet device’s Music player, and I cannot see the video in the Tablet device’s Video player. Media Go tells me the transfer succeeded. What happened?

  The files successfully transferred to the Sony Tablet™, but the databases for the Music player and the Video player were not updated. The solution is to disconnect the Tablet device from the computer. You will see an "Updating databases" status message in the bottom-right status area of the Sony Tablet™. When you reconnect the Sony Tablet™, the Music and Video players will be updated with the new content.

• I transferred a playlist from Media Go to my phone, but it doesn't appear on the phone. Is there a solution?

  This can occur with some phones that use media transfer mode (MTP) to connect to the computer. To fix the issue, try switching the phone to mass storage mode (MSC), and transfer the playlist again. You can change the USB connection mode via the Connectivity settings on the phone. Alternatively, restarting the phone will also cause the playlist to appear.

Troubleshooting

• I am trying to install Media Go, but I keep getting an error that says, “Some features could not be installed.” Why? Is there a solution?

  During the installation process, Media Go may need to download some additional prerequisites if they are not already installed on your computer. If you encounter problems during the installation, try temporarily disabling your firewall and starting the installation process again. If the problem persists, you may need to download and install the prerequisites separately:

  • Microsoft® Windows® Media Format Codec Redistributable (needed for Windows XP only)
  • Microsoft .NET 2.0 (needed for Windows XP only)
  • Microsoft .NET 2.0 Language Packs (needed for non-English Windows XP only)
  • Microsoft Windows Imaging Component (needed for Windows XP only)

• When I start Media Go, it won’t display anything except the splash screen, or the software crashes. Is there something I can do to fix this?

  Some older versions of the Apple QuickTime Player application may cause conflicts or instability with Media Go.

  If the QuickTime application is installed on your computer, you are encouraged to update it to the latest version. To update QuickTime Player, close Media Go, open the QuickTime Player, and choose “Update existing software” from the QuickTime Player Help menu. After the QuickTime Player update is complete, you can restart Media Go. In many cases this will solve the Media Go startup problem.

  You do not need to have the QuickTime Player application installed in order to use Media Go.

  If you need the Apple QuickTime Player application for other purposes, the latest version can be found here.

• I already have a version of Media Go installed, but I want to update it. How can I do that?

  Media Go will automatically check for updates and notify you if an update is available. You can manually check for updates any time by clicking Help > Check for Updates.

  To update Media Go software on a computer that does not have internet access, download Media Go software using a computer with internet access and transfer the downloaded file to the other computer on a CD, flash drive, or other storage device. Once the file is transferred to the computer, double-click the file and follow the prompts to update Media Go software.

  Note: You may also need to download some prerequisite software. (Please refer to the Installation FAQ titled: "I am trying to install Media Go, but I keep getting an error that says, 'Some features could not be installed.' Why? Is there a solution?")