Play memories app purchase - unknown error (# 9900)

[nico34-]

Hi,

I have an issue with installing paid apps from Playmemories. I've bought Bracket Pro. The transaction went through fine—I can see it on my credit card statement, and it appears in the "My Apps" section of the site.

Whenever I try the install though, I get the message below:

Unknown error.
Please disconnect the USB cable, power off the camera, reload this page, and try again.
(# 9900)

If I try to install it directly on the camera I get the following message:

The refund process has not been completed. Please wait for a while. Thank you for your patience.

I'm not aware of having requested a refund, so that one just seems bizarre.

I can still install free apps easily, just not the paid one.

Camera: ILCE-7RM2

Tried install with MacOS/Safari & Windows 10/Chrome.

Any ideas what the problem is or how to fix it?

Thanks,

Nick

[Strampke]

Whenever I try the install though, I get the message below:

Unknown error.
Please disconnect the USB cable, power off the camera, reload this page, and try again.
(# 9900)

If I try to install it directly on the camera I get the following message:

The refund process has not been completed. Please wait for a while. Thank you for your patience.

Here's a howto for the Mac.

Do I understand it right when the first instance is with USB cable and the second from the camera using a WiFi connection?

[nico34-]

Yes I've tried over the USB cable from Mac & Windows, and also directly from the camera over WiFi.

Neither has worked for me, and I get quite confusing/differing error messages based on which one I try.

I should probably have mentioned that I have tried disconnecting the USB cable, powering off the camera etc... like it recommends, but it makes no difference.

In terms of the guide (thanks for sharing), I've gone through every step in there. The only difference between that guide, and my experience, is the last two screenshots. Everything happens the same for me except after "Download standby..." I get the error message I shared in the original post.

Thanks,

Nick

[Strampke]

Maybe get in touch with Sony Support.

Plus: Your camera is a computer.

When computers are having problems a total reset often straightens things out.

In general a reset is often quicker than a search for the cause of the mishap.

[nico34-]

Thanks yeah I have got in contact with Sony support. Their initial suggestion was to try another cable, but that didn't work. I am using the original cable supplied with the camera so it did seem unlikely that was the problem. Replied to that, but now I haven't heard from them for 5 days...

I was hoping by having this thread here it would help others down the line who have the same problem. I've seen a few comments on other forums about this issue, but with no solution so far so. Hopefully this can become the official answer once we have a solution.

Just tried a full factory reset of the camera just in case, but no luck. I think the error must be at Sony's end.

I've got to say that if this really doesn't work, it's not great to have a portal online that can accept payments, but can't deliver the things we've paid for. Surely they should take the site down if it doesn't work anymore? 🤨

[SkyNet404]

Hey there,

I've checked online and it seems that it's actually a known fault that Sony are aware about.

I think it's an issue with the payment software that they're currently working on, but you can get in touch with them once more and they can confirm if it's true or not.

Cheers,

[salehafshar]

same exact issue as you. I have tried resetting the camera, contacted Sony alpha team, sony PSN team, you name it...No one has an answer for me. In the course of the past 3 days, I have called 5-6 times and all I get is them bouncing me to other departments. In the end, nothing has been resolved. I can download and install free apps with no issues, however, the moment it is an app that has been paid for, I get those two errors. I have also tried different browsers, yet no luck.

It has been a very frustrating experience; very dissapointed with Sony

[SkyNet404]

Hey @salehafshar,

Yea that seems pretty frustrating, hopefully we get an announcement soon or something.

But I'd say keep chasing till we get an answer.