Can't update the software of my camera

IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

Follow the steps according to the issue encountered when you attempt to update the camera software.

The Apple® Mac® computer can't detect the camera

If your computer is using the Apple® macOS® operating system, download the Driver Loader  on your computer first and then update your camera.

The update won't start

1. Be sure to follow all steps mentioned in the software download article.  Downloads are posted on your model support page.
2. Make sure to download the correct file for your camera as some models/firmware downloads have different requirements.

   There are different download files for Windows (file extension .exe) and Mac (file extension .dmg).

3. Make sure that the battery is fully charged or the camera is properly connected to the AC adapter.
   Note: The update won't start if the battery is below 3 bars (). 

4. Check the USB connection.
   1. Disconnect the USB cable from the computer.
   2. Turn on your camera.
   3. Set USB Connection to Mass Storage.

      1. On your camera, press the Menu button.
      2. Use the control wheel to select Setup.
      3. On the control wheel, press the center button.
      4. Use the control button to scroll to USB Connection.
      5. Select Mass Storage.

   4. Using the supplied USB cable, connect your camera to your computer.
      Note: Update functionality is not guaranteed with any other USB cable.

   5. Open the download file again.
   6. Start the update procedure again.
   Note: If your computer has multiple USB ports, try to connect your camera to a different port, and then repeat steps 2 - 6.

The camera screen goes black

Follow these steps if the camera screen goes black during the update and there's no response for at least 15 minutes.

1. Remove the USB cable from the computer.
2. Remove the battery pack of your camera, and reinsert it after several minutes.
3. Restart your computer.
4. Turn on your camera.
5. Set USB Connection to Mass Storage.

   1. On your camera, press the Menu button.
   2. Use the control wheel to select Setup.
   3. On the control wheel, press the center button.
   4. Use the control button to scroll to USB Connection.
   5. Select Mass Storage.

6. Using the supplied USB cable, connect your camera to your computer.
7. Open the download file again.
8. Check if the update process completes.