topic Re: Problem with Playmemories Installation (Handycam HDR-CX190) in Camcorders

Problem with Playmemories Installation (Handycam HDR-CX190)

Rae_Marie — Thu, 10 Jan 2013 09:34:37 GMT

I recently got the sony handycam model HDR-CX190 and it recemended me to install Playmemories as a software for my videos. I did so, but when I tryed to install the expanded features, I got an error saying "Cannot install because this program does not support the operating system on the computer. This program requries Windows XP Service Pack 3, Windows Vista, or later windows operating systems." I have Windows 7, Service Pack 1 and my laptop is only two years old. If I'm not mistaken, the camera I have came out this year as well as Playmemories, so I don't understand why I would get this error. If anyone could help me on this I'd greatly appericate it.

Message was edited by: Rae_Marie

Re: Problem with Playmemories Installation (Handycam HDR-CX190)

rocketman — Wed, 02 Jan 2013 14:39:51 GMT

I'm on windows 8 and just bought my HDR cx 190 on new years eve i have tried to download the same programme from the camera with no success and also from the web site but before the programme is fully set up i get an error message saying can't startplaymemories as there are something missing or the data is corrupt tried everything still no success i will probably not bother with this programme

Regards

Re: Problem with Playmemories Installation (Handycam HDR-CX190)

blaireau_photo — Thu, 03 Jan 2013 09:36:18 GMT

Hello Rae_Marie and Rocketman - Welcome to the Sony Forums

Can I just confirm that both of you are downloading the latest version of the software from the Sony support page for the CX190 which is located here:

http://www.sony.co.uk/support/en/product/HDR-CX190E/updates

Thanks,

Simon

Re: Problem with Playmemories Installation (Handycam HDR-CX190)

Rae_Marie — Thu, 03 Jan 2013 22:14:57 GMT

I did not get my download from that webpage. When I connected my camera to my laptop, it automatically gave me a download for playmemories. Does this mean the software download given to me was outdated? Should I uninstall it and reinstall it from the sony webpage?

Re: Problem with Playmemories Installation (Handycam HDR-CX190)

blaireau_photo — Fri, 04 Jan 2013 06:20:34 GMT

Hello again Rae_Marie

In theory, the process you have followed should have automatically given you the latest version of the software. As you are trying to do this in Windows 7, are you logged in as an administrator at the time or does the software ask you to enter an admin password for permission to install it?

Thanks,

Simon

Re: Problem with Playmemories Installation (Handycam HDR-CX190)

Rae_Marie — Mon, 07 Jan 2013 00:35:06 GMT

Yes, I am the administrator.

Re: Problem with Playmemories Installation (Handycam HDR-CX190)

blaireau_photo — Mon, 07 Jan 2013 09:42:11 GMT

Hello again

Thanks for getting back to me. I may have to refer this to a customer support contact at Sony to see if they have any ideas. Before I do this, could you also let me know if there is any kind of error code that comes up with the error message (this may be in very small text). Even if it is just the error message text, please let me know either way and I will escalate this problem.

Thanks,

Simon

Problem with Playmemories Installation (Handycam HDR-CX190)

colbry — Wed, 09 Jan 2013 10:46:57 GMT

Second issue I have - or rather the first issue I had before trying to update - is that the included version of PlayMemories Home recognises but does not list the video files on the SanDisk Ultra 32GB SD card. So I can see the jpg 'scene' caps on the built-in memory and I can select the SD card but the video files are not listed so I cannot select them for transfer. I can see them with Windows Explorer and transfer and edit with Windows Movie Maker but I would prefer to use the PMH software for the GPS etc features.

The Sandisk SD card seems to work with the camera in every other way but the PMH software doesn't seem to want to read it.

As with my previous reply I have tried to update but that didn't work.

Message was edited by: colbry

Problem with Playmemories Installation (Handycam HDR-CX190)

colbry — Wed, 09 Jan 2013 11:22:31 GMT

I have a similar problem with PlayMemories Home on a recently purchased HDR-GW55VE. Installed included version, tried to update and extend using included option and direct from website but get error message as shown.

I have a Lenovo 64bit Windows7 PC (the (64bit seems to be a common feature of this problem). Vaguely remember having a problem with connecting to databases (ODBC?) due to 32/64bit issue when I first got this PC November 2011. I seem to remember that was something to do with installation in the default directory (x86?) not having the required Windows files or being a different name.

Message was edited by: colbry

Re: Problem with Playmemories Installation (Handycam HDR-CX190)

Rae_Marie — Wed, 09 Jan 2013 21:48:02 GMT

Nope, there is no error code that I can see. I just get the same message I posted above from playmemories home installer. And thanks for all your help. Much appreciated.

Re: Problem with Playmemories Installation (Handycam HDR-CX190)

blaireau_photo — Thu, 10 Jan 2013 09:30:39 GMT

Hello Rae_Marie / Colbry

Although these issues may be something that gets fixed in a future update of the software, I am going to try and seek some further advice on this. When I hear anything back, I will return here and let you know.

Thanks,

Simon

Re: Problem with Playmemories Installation (Handycam HDR-CX190)

blaireau_photo — Fri, 18 Jan 2013 08:23:13 GMT

Hello again

A representative from Sony Customer Services has asked me to request some further information so that they can try and find a solution for you. Basically, they would like to know about the expanded features that you have been trying to install. If you could reply here with this information I will make sure that it gets passed on.

Thanks,

Simon

Problem with Playmemories Installation (Handycam HDR-CX190)

colbry — Fri, 18 Jan 2013 13:29:23 GMT

When one installs the included pmh software from the handycam it includes the ability to transfer files from the camera to a pc but if you want pc editing features you get the option, at the end of the basic installation, to update and extend. It is this update and extension installation that fails - it also overwrites the basic transfer software so that wont work anymore either. I can uninstall and reinstall the basic pmh from the handycam but in my case the basic pmh does not seem to recognise the SanDisk SD card in the handycam - the files on it are not listed in the transfer window. This SanDisk transfer problem may be resolved in the updated PMH, and that was another reason I tried to install the update/extended PMH, but as stated, I cant install the update.

To reiterate, the SanDisk SD card works fine in the handycam and I can transfer and edit files using Windows software. Just checked the version of my PMH - it is v.1.0.02.14151 - while I was doing that I noticed that this version of PMH doesn't support the MTS file format that my hdr-gw55 saves in!!! So its not the SanDisk card.

I have also tried to update and extend PMH with a download direct from the Sony site but same error message as in screen cap above.

Message was edited by: colbry

Re: Problem with Playmemories Installation (Handycam HDR-CX190)

blaireau_photo — Sat, 19 Jan 2013 14:15:52 GMT

Hello again colbry

Thanks for the extra information. I will make sure that this gets passed on.

Simon

Re: Problem with Playmemories Installation (Handycam HDR-CX190)

colbry — Fri, 25 Jan 2013 09:41:59 GMT

started a query direct with support and eventually got a link to a version of PMH for my camera and operating system - just for info that link is http://www.sony.co.uk/support/en/product/HDR-GW55VE/downloads/pmhome#requirements - but there may be other versions for different cameras and OS other than Windows7 sp1. All works now - recognises MTS files on SanDisk sd card but haven't tried the editing expanded software yet.

Thanks for your help.

Re: Problem with Playmemories Installation (Handycam HDR-CX190)

Rae_Marie — Sat, 26 Jan 2013 05:03:35 GMT

Simon, are you asking me list the expanded features? I'm not sure if this is what you mean, but I basically can't do anything other than view my content without installing expanded features, which include editing, importing, and sharing the content. Do you think what helped colbry may help me as well?

Re: Problem with Playmemories Installation (Handycam HDR-CX190)

Mick2011 — Sat, 26 Jan 2013 10:49:31 GMT

Thanks for the informative update colbry, always very useful to know you found a solution

Cheers

Mick

Problem with Playmemories Installation (Handycam HDR-CX190)

colbry — Sun, 27 Jan 2013 10:36:18 GMT

the equivalent download page for your model camera is at http://www.sony.co.uk/support/en/product/HDR-CX190E/downloads/pmhome - you may have tried this already, I thought I had for mine but it worked this time. But see the system requirements on that page ie Windows xp sp3 (and 64 bit) is not supported, and others!!

Just saw that mine is a Sony UK page - yours might be different again!

Message was edited by: colbry

Re: Problem with Playmemories Installation (Handycam HDR-CX190)

blaireau_photo — Mon, 28 Jan 2013 09:56:25 GMT

Hello again

Rae_Marie, if you could try installing from the link that colbry has kindly listed here that would be great. Please let us know if that works for you.

Thanks,

Simon

Re: Problem with Playmemories Installation (Handycam HDR-CX190)

blaireau_photo — Fri, 15 Feb 2013 17:53:22 GMT

Hello again

Did the updated software link work for you?

Thanks,

Simon