Hi
Welcome to Sony Community!
We're sorry to hear that the issue wasn't resolved even after you attempted to fix it. For additional troubleshooting, kindly refer to this link, https://us.en.kb.sony.com/app/answers/detail/a_id/32876
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,
Jen
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