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playmemories install error

Topic started on Aug 14, 2012 4:39 PM , last reply on Apr 15, 2013 8:19 AM

in Cameras and Photo Frames > Cybershot
ehukai
ehukai
2 posts since
Aug 14, 2012

good afternoon folks,

 

i've just purchased a dsc-hx20v and taken a few snaps which look great, i think!

i have installed the playmemories software and am trying to added the extended options.

it keeps giving me the message cannot start play memories home because the necessary files are missing or corrupted and then it removes the programme shortcuts to the original install.

 

any hints on what i can do to remedy this? i am by no means a software install noob but for the life of me i cannot work this one out!

 

thanks in advance

 

Message was edited by: ehukai

just clarified what the actual error was


Tags: error, software, playmemories_home
  • Mick2011
    Mick2011
    1,104 posts since
    Jun 15, 2011
    Written on Aug 15, 2012 8:23 AM

    Hi ehukai, welcome to the Sony Forums

     

    Which operating system are you using? Some versions of Vista and XP are not supported.

     

    Assuming you're not running an incompatible system, you may have some software conflict preventing a successful install. In those circumstances, it's often easier to use an alternative image browser, such as WindowsLive.

     

    Cheers

    Mick


    • Reply
  • ehukai
    ehukai
    2 posts since
    Aug 14, 2012
    Written on Aug 15, 2012 9:16 AM

    Thanks for the reply Mick,

     

    I am using Windows 7 Home Premium, Service Pack 1.

    I dont mind using different image software to be honest, I just want to make sure the software supports the gps tagging/tracking function.

     

    Do you have any suggestions?

     

    Cheers,

     

    Ehukai


    • Reply
  • Mick2011
    Mick2011
    1,104 posts since
    Jun 15, 2011
    Written on Aug 15, 2012 11:58 AM

    The camera's GPS log is a file that can be exported and read by a number of image editors, as well as more dedicated apps like Google Earth, which will provide tracking info from it. Similarly, tagging is a function of the camera's EXIF file, rather than being dependant on PlayMemories for 'decoding'.

     

    That said, if you think it might be more convenient to use PlayMemories, you could certainly try troubleshooting the install. Not really my department, unfortunately

     

    Cheers

    Mick


    • Reply
  • Scooterfoxterrier
    Scooterfoxterrier
    1 posts since
    Aug 21, 2012
    Written on Aug 21, 2012 2:43 PM

    I have the same problem.

     

    cannot start play memories home because the necessary files are missing or corrupted

     

    dsc-hx20v - Windows 7 (64bit)

     

    A useful answer would be good.


    • Reply
  • cmosse
    cmosse
    305 posts since
    Feb 24, 2012
    Written on Aug 23, 2012 3:23 PM

    Please have a look at the Sony installation guide:

    http://support.d-imaging.sony.co.jp/www/disoft/int/playmemories-home/operation/install/

     

    At which step exactly the error message is displayed?


    • Reply
  • nzlgraham
    nzlgraham
    3 posts since
    Sep 6, 2012
    Written on Sep 6, 2012 10:03 PM

    Hi there I have a dsc-hx30v same as the 20 but with WIFI linking.  I get the same problem and cannot install PMH.  Sony suggest my computer may be incompatible!!  I run XP Professional SP3.  The error message is particularly unhelpful - it could for example name the missing or corrupted file.  The message arrises during the installing part of the process step 7 in the guide above for XP.

     

    Any help most appreciated, some of the features the camera promotes cannot be used without this software.

     

    Message was edited by: nzlgraham

    spelling


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  • blaireau_photo
    blaireau_photo
    1,269 posts since
    Jun 15, 2011
    Written on Sep 7, 2012 10:39 AM

    Hello nzlgraham - Welcome to the Sony Forums

     

    First of all, could you take a look at this page just to be sure that you are trying to install the latest version of PlaymemoriesHome:

     

    http://esupport.sony.com/US/p/model-home.pl?mdl=DSCHX30V&template_id=1&region_id=1&tab=download#/downloadTab

     

    Once you have navigated to the appropriate Windows XP download, you will see that the latest version is 1.3.03 which was released at the end of August.

     

    Thanks,

     

    Simon


    • Reply
  • nzlgraham
    nzlgraham
    3 posts since
    Sep 6, 2012
    Written on Sep 7, 2012 11:46 PM

    Hi Simon, yes it is the latest version I have been trying to install. It is called 'PMHome 1303' around 132 Mb download.  It is the same version as on the camera and gives the same error message posted above.

     

    I had a session with a Sony person remotely accessing my computer yesterday and he failed also to get an install to work.  He believes there is an incompatibility issue with my computer.  It even failed trying to install in Safe Mode whic reduces the potential areas of incompatibility.  I am frustrated that they say they cannot help further and that their error message is so vague.

     

    If there were some clues as to what sort of software issue could be causing the problem, I could try disabling things.  Any ideas?

     

    Thanks, Graham


    • Reply
  • Mick2011
    Mick2011
    1,104 posts since
    Jun 15, 2011
    Written on Sep 8, 2012 6:34 AM

    Hi Graham

     

    It's not only uninformative, it's a pretty generic error message too; while there's a chance it could be the same issue as the OP it's quite possible the software conflict relates to an entirely different file on your PC.

     

    The only thing I can add is that there have been very few reports of this error with this version of PMH, which makes me think the installer itself maybe isn't the source of the issue here. If a safe mode install fails it might be that you have a corrupted system file somewhere. The only way to find out if your OS is at fault might be to reinstall it.

     

    Sorry I can't be of any more help.

     

    Cheers

    Mick


    • Reply
  • nzlgraham
    nzlgraham
    3 posts since
    Sep 6, 2012
    Written on Sep 8, 2012 12:33 PM

    Hello Mick, I've got a lot of software and am reluctant to reinstall XP.  I have run SFC Scannow to correct any protected System files, that didn't help. 

     

    Never having seen PMH, can you tell me is it worth putting a lot of effort into?  I can download photos and manage them well with Picasa.  I don't think I can use WIFI to the PC without PMH.  I imagine I can use the GPS location stuff with Google Earth.  I am not sure about the High Definition video and editting that without PMH.  Can you say what is the downside of not having the product?

     

    Thanks

    Graham


    • Reply
  • Mick2011
    Mick2011
    1,104 posts since
    Jun 15, 2011
    Written on Sep 9, 2012 10:03 AM

    There's nothing especially important about PMH that can't be achieved with other video editors. There's a handy list of suitable editors on Wikipedia: http://en.wikipedia.org/wiki/AVCHD#Editors

     

    If you want to archive at the original quality of the footage after editing, choose an app that supports native editing of AVCHD. However if you transcode to .avi at highest quality you'll see little to no quality loss, which means you can use something (free) like Windows Live Movie Maker, which will perform the conversion and still give really good results.

     

    And of course if you just want to view your vids there are many great players (such as VideoLAN) that will let you do this in native (AVCHD) format, as well as convert to 'easier' formats.

     

    Hope you find something that works out for you

     

    Cheers

    Mick


    • Reply
  • PJ_Cupcake
    PJ_Cupcake
    2 posts since
    Apr 4, 2013
    Written on Apr 4, 2013 10:31 PM

    Me too !

    I run windows 8 (64 bit) - no problems with anything else. Same symptoms as others - installs Lite version, click install advance features, downloads,unpacks, asks accept conditions etc. runs installing for a minute or so then stops with the error message "missing or corrupt file". Lite  shortcuts then fail also.

    I must have tried it 10 times - uninstalled, rebooted, loaded via different online support path, ran compatability mode XP Serv. pack 3 - still the same. LUN setting and USB auto ok on camera

    If Sony cant fix this I may return the HX30V - I would like the picture editor and GPS to work - shame because the camera seems great otherwise.

     

    Cheers


    • Reply
  • blaireau_photo
    blaireau_photo
    1,269 posts since
    Jun 15, 2011
    Written on Apr 5, 2013 1:03 PM

    Hello PJ_Cupcake - Welcome to the Sony Forums


    I would echo the advice given by Mick above, and it may be worth investigating other video editing software until Sony release an updated version of the PMH software. I know that this is not an ideal situation, but I have seen numerous instances of this problem on the forums for people with a 64-bit version of Windows (whether there is an extra problem with Windows 8 or not may be another issue here).


    If you take a look at the list in the link that Mick posted above, you will see a range of software products that you can use to transfer and edit video from your camera.


    Thanks,


    Simon


    • Reply
  • PJ_Cupcake
    PJ_Cupcake
    2 posts since
    Apr 4, 2013
    Written on Apr 14, 2013 11:32 AM

    *** FOUND A SOLUTION ON MY SYSTEM - SEE IF IT WORKS FOR YOU ***

     

    Thanks Simon for the welcome and suggestions.


    I spent several hours investigating and managed to get my software working - I will spell out the steps below.
    In order to identify the missing files I took a risk and ran some of the leftover exe files from the failed installation and they actually named missing files.
    The missing files should have come from the camera "Lite" installation. Something goes wrong with the Lite installation and once that happens no amount of re-installing seems to help.
    The leaflet with the camera says you can install the software online or load it from the camera - THIS IS NOT TRUE - the software must be installed first from the camera via the USB and then advanced features downloaded from the internet. Sony need to investigate why it does not download all the files it needs if they think it should work from internet download only in every case.

     

    Steps I took (Administrator user of course and I created a restore point before my first installation) :-

     

    1 I used the Windows control panel uninstall option to uninstall PlayMemories Home. In my case it  showed   2 versions - remove both.

    2 Use Windows explorer to find the folder "Sony" inside folder "Program Files (x86)". Delete anything remaining there.
    In my case there was a single open file I could not delete - don't worry. (probably an open run time library file)

    3 Rename "Sony" folder to something else eg. oldSony

    4 On the camera -in case it makes any difference - check the camera USB mode is set to AUTO

    5 Connect the camera via the USB.

    6 The LITE version of PlayMemories Home should fire up. Give the ok to anything it asks.
    At this point the LITE version is running from the camera.

    7 On one of the windows there is a button to install software on your computer.
    Click it and accept the "recommended install" - don't take the "custom" install option (I think this is what causes the error even if you use the same locations etc as the "recommended").  Go ahead with the install.
    You may get an error message "cannot stop service" - just ok that.

    8 You should now have a fully working version but with no GPS, edit or movies. Give it a good try - the shortcuts should fire it up ok.

    9 When you are ready click the button to in install advanced features. Give the usual ok's to the install, again taking the recommended options.

    10 Hopefully you will now have a complete working system with all the facilities! Good Luck!

     

     

    Cheers,  Ray                         ( AKA     PJ_Cupcake )


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