Using Media Go Back to top
Does Media Go support high-resolution audio?
Yes, you can listen to high-resolution audio with Media Go. High-resolution audio generally refers to music data with a volume of information exceeding that of CDs. For more information about high-resolution audio, click here.
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 stop a video while it's playing?
Click the Stop button or click the Return to library icon in the upper-right corner of the video. 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, trim, combine, or split audio and video, change file information for photos, videos, and music, add lyrics to 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 Back to top
Why doesn’t it work when I try to drag media into Media Go?
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?
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 iTunes software?
Yes, Media Go will automatically import media previously organized with iTunes software. To view or update the media folders included in your Media Go library, choose Add/Remove Media from Library from the File menu.
Purchasing Video and Game Content from the Store Back to top
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 Media Go 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:
- Using the Windows Control Panel, please uninstall "Adobe Flash Player 11 ActiveX."
- Once the uninstallation is complete, download and reinstall the Adobe Flash Player.
- 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, many Xperia™ smartphones, and Xperia™ Tablets. 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 within Media Go 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 within Media Go 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.
Can Media Go display closed captions?
Yes, Media Go can display closed captions. To view captions, choose Closed Captions from the Playback menu, and then choose either On (to play audio) or On While Muting (to mute audio) from the submenu.
Closed caption performance is better on a computer with a more recent Windows operating system installed, such as Windows Vista®, Windows 7, or Windows 8.
The Store within Media Go has videos and games for sale. Can I transfer them to any supported device using Media Go?
The Store within Media Go offers games for the PSP™ system and videos that can be played on many supported Sony devices. See the supported devices page for more information about supported media for each device.
I start playing video that I downloaded from the Store, but then it stops. What can I do?
The problem could be caused by an incomplete download of the video to your computer. To fix the problem, go to the Download List in the Store and download the video again. If the video is a rental purchase, please contact Customer Support to request the ability to download the file again.
I rented and downloaded a video from the Store, but it will not transfer to my device. What do I do?
Since the video is a rental purchase, please contact Customer Support to request the ability to download the file again. Once the video has successfully downloaded, try to transfer the video again.
I purchased a video in the Store and transferred it to the Tablet device 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 Tablet device, 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 Tablet device. When you reconnect the Tablet device, 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 Tablet device. During transfer, I see an error message. What can I do?
Transfers for purchased content can fail will when a Tablet device has its development setting enabled. On the Tablet device, 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 Tablet device. 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 Tablet device 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 Back to top
Which devices are officially supported by Media Go?
Media Go works with some great mobile devices including the PSP™ system, WALKMAN, Xperia™ Tablet S, Xperia™ smartphones, and other mobile phones. Check out the growing list of supported devices.
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 device to the computer. How can I fix this issue?
Driver installation can fail when a Sony Tablet device 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 Tablet device, 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.
Note: this information only applies to the Sony Tablet.
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 Xperia™ Tablet S?
At this time, Media Go does not download new firmware for phones or Tablet devices.
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 my Tablet or WALKMAN device with Media Go, but I cannot see the music in the device’s Music player, and I cannot see the video in the device’s Video player. Media Go tells me the transfer succeeded. What happened?
The files successfully transferred to the device, but the databases for the Music player and the Video player were not updated. The solution is to disconnect the device from the computer. You will see an "Updating databases" status message in the bottom-right status area of the Tablet device. When you reconnect the device to your computer, 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.
Upgrading to Windows 8 Back to top
I am a Media Go user, and am now ready to upgrade my PC to Windows 8. Are there any tips for making sure my settings and library are available after the update?
Follow the instructions below for the appropriate Windows OS:
From Windows 7 to Windows 8
Start the Windows 8 upgrade and follow the instructions on the upgrade wizard. On the Choose what to keep dialog, select the option to "Keep Windows settings, personal files, and apps."
From Windows Vista or XP to Windows 8
Manually back up the folder containing Media Go data and configuration files before performing the Windows 8 upgrade. Follow these steps:
Make a back-up of the following folder for your current operating system:
C:\Documents and Settings\[username]\Application Data\Sony\Media Go
- Perform the Windows 8 upgrade.
Restore the back-up folder you created in step 1 to the following location:
- Make a back-up of the following folder for your current operating system:
My library contains video from the Store within Media Go. What can I do to make sure that I can use this content after upgrading to Windows 8?
The instructions for preserving video depend on the operating system from which you are upgrading. Follow the instructions below for the appropriate upgrade scenario.
From Windows 7 to Windows 8
For this scenario, the main point is to install the latest version of Media Go before upgrading to Windows 8. Follow these steps:
- Install the latest version of Media Go from here before performing the Windows 8 upgrade.
- Start the Windows 8 upgrade and follow the instructions on the upgrade wizard. On the Choose what to keep dialog, select the option to "Keep Windows settings, personal files, and apps."
From Windows Vista or XP to Windows 8
For this scenario, the main point is to install the latest version of Media Go after upgrading to Windows 8. Follow these steps:
- Launch the existing version of Media Go.
- If Media Go notifies you that a newer version is available, ignore the notification.
- Go to the Store and deactivate your PC. This will prevent you from losing a PC activation, since the Store will see Windows 8 as a new PC activation.
- Start the Windows 8 upgrade and follow the instructions on the upgrade wizard. On the Choose what to keep dialog, select the option that allows you to keep personal files.
- Complete the Windows 8 upgrade.
- You are now ready to install Media Go. Download and install the latest version of Media Go.
Troubleshooting Back to top
I am experiencing audio issues during playback with some of my media after installing version 2.5. How can I fix the problem?
Audio playback issues like volume fluctuations, choppiness, and quality degradation can occur for some media if the Equalizer was enabled in version 2.5. To resolve this issue, update to the latest version of Media Go by clicking here.
My MP3 files won't play. How can I fix the problem?
This issue can affect some users of Media Go 2.5 or higher. Follow these steps to correct the issue:
- Close Media Go.
- Navigate to the following folder on your computer:
In Windows Vista, Windows 7, or Windows 8:
In Windows XP:
C:\Documents and Settings\[username]\Local Settings\Application Data\Sony\Media Go
- Delete the file in the folder that begins with "FFCache".
- Start Media Go.
I am having trouble installing Media Go on Windows 8. What is the problem?
Check that you are installing Media Go 2.3 or higher. You can find the latest installer here.
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?")
While installing Media Go, I get an error that begins with "1395: An error occurred during the installation of assembly Microsoft.VCxx.ATL . . .." How can I complete the installation for Media Go?
This error can occur after an unsuccessful install of prior Windows updates. Follow the instructions provided by Microsoft to correct the issue. Details can be found here.