Hi, Calmsea,
Thank you for considering Sony Community!
We suggest following the guidelines here to isolate the issue: https://us.en.kb.sony.com/app/answers/detail/a_id/35540.
For further assistance regarding your concern, please contact the Sony offices/Sony representative offices nearest to your place of residence in Asia Pacific region http://www.sony-asia.com/countryselector.html?hpid=countryselector:AsiaPacific. Due to proximity, they are in a better position to respond to your questions or concerns.
Regards,
Vincent
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