Frequently Asked Questions (FAQs)

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Using Media Go Back to top

  • Where do I learn about using Media Go?

    Media Go supports a wide variety of music, video, and photo content as well as podcasts and CD ripping. Media Go online help is a resource for learning about Media Go features and how to use them.

  • 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.

  • Can I use media from my iTunes, iPhone, or iPad libraries in Media Go?

    Media Go supports many of the same files you see in your iTunes collections. Media Go will detect non-DRM media (which means media that is not protected by digital rights management) on your hard drive and add it to the Media Go library. If you purchased video or DRM music from iTunes, it will not show up in your Media Go library. In addition, Media Go will not detect an iPhone or iPad when it is connected to your PC.

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 the 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 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 sign-in ID and password from either PlayStation®Network or Sony Entertainment Network.

    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.

  • Can I purchase and play video using Media Go? I have a Windows computer, but no Sony device.

    Yes, you can play video from the Store using Media Go. A Windows computer is all that is required.

  • 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 Media Go online help is a resource for learning about the Store in Media Go.

  • I want to learn more about Sony Entertainment Network and purchasing videos, games, and music.

    The Sony Entertainment Network Store delivers music, movies, games, and more. You can use it to create a library of digital entertainment to enjoy at home or on the go. In addition, you can get Customer Support for the music, video, and game services.

  • Can video from the Sony Entertainment Network Store display closed captions?

    Yes, video purchased from the SEN Store in the United States can display closed captions. To view captions in Media Go while playing your video, 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.

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, high-resolution audio products, Xperia™ smartphones, and other mobile phones. Check out the growing list of supported devices.

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

    Media Go online help is a resource for learning about transferring media to your device. The online help also explains how to use Media Go to view media already on your device and import it to your PC.

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 to Windows 8

    Manually back up the folder containing Media Go data and configuration files before performing the Windows 8 upgrade. Follow these steps:

    1. Make a back-up of the following folder for your current operating system:
      C:\Users\[username]\AppData\Roaming\Sony\Media Go
    2. Perform the Windows 8 upgrade.
    3. Restore the back-up folder you created in step 1 to the following location:
      C:\Users\[username]\AppData\Roaming\Sony\Media Go
  • 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:

    1. Install the latest version of Media Go from here before performing the Windows 8 upgrade.
    2. 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 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:

    1. Launch the existing version of Media Go.
    2. If Media Go notifies you that a newer version is available, ignore the notification.
    3. 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.
    4. 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.
    5. Complete the Windows 8 upgrade.
    6. 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:

    1. Close Media Go.
    2. Navigate to the following folder on your computer:

      In Windows Vista, Windows 7, or Windows 8:
      C:\Users\[username]\AppData\Local\Sony\Media Go

    3. Delete the file in the folder that begins with "FFCache".
    4. Start Media Go.
  • 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.

  • 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.

  • 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.

  • While installing Media Go, I get an error that begins with "1935: 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.