No. Attribute Question Answer 1 Symptom What is the problem and what symptoms will occur? 2 Symptom How can I see the symptoms?

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1 No. Attribute Question Answer 1 Symptom What is the problem and what symptoms will occur? Some recorded video data on some SxS-1 memory cards are not readable. 2 Symptom How can I see the symptoms? You can check to see if saved video data is visible on PC, Camcorder or Contents browser (see the attached image below.) 3 Symptom When does the symptom occur? It occurs when ECC (Error Check and Correction) does not work correctly. 4 Symptom What is ECC? ECC is one of the SxS card functions that corrects data if it is being read incorrectly. 5 Symptom Why does the symptom occur after recording? 6 Symptom 7 Symptom How long does it take before the symptom occurs after recording the video data? I don't see the recorded video data. Can it be recovered? 8 Symptom Is the recorded video data damaged? 9 Symptom What if I save the video data while the symptom occurs? Generally, voltage values in the SxS card flash memory data management area change over time which could affect reading. The card corrects data reading as voltage changes. With some cards, there is a problem on the voltage correction but the symptom rarely occurs. It may not occur for a a month after recording the data. We will use a special tool to rescue the data. Please contact Sony Customer Support. NOTE: Some data cannot be rescued depending on how it wa recorded. Be sure to back up visible clips in advance before sending your SxS-1 memory card to Sony as they might be lost during the data rescue process. No. Memory SxS cards refers data to a management table upon reading. The reading voltage values in the card's data management area change over time and the card corrects reading capability as the voltage changes. There is a problem with the correction process but the symptom rarely occurs. There is a possibility that video data on the card will be lost.

2 10 Symptom 11 Card Is there a possibility of the symptom occurrence for all the recorders compatible with SxS-1 memory Yes, it is. cards? Please tell me when cards with this potential problem We shipped approx. 33,000 cards between were shipped and how many cards with failured were February to October 2015 but have only discovered found? 5 cards world wide with this issue as of Card Please tell me lot numbers and the way to identify the Please see the official announcement. questioned SxS-1 memory card? 13 Card Is the product serial number is the only way to identify Yes, it is. the questioned SxS-1 memory card? It is solved by updating software on SxS-1 memory 14 Card What is the solution of this failure? card to be provided by Sony on our website in early 15 Card November. You can send the card to Sony for analysis at the I have a SxS-1 memory card which is not one of the following address: Sony Media Services, identified batches but I see a similar symptom. What East Point Drive, Suite 100, Laredo TX do I do? TELEPHONE # Card Will the same problem occur on SxS Pro+ cards? 17 Card 18 Equipment & operation No. This problem does not occur on SxS Pro+ cards because the internal software is different. Is there a problem on newly produced SxS-1 memory No. The software has been fixed on newly produced cards? cards so there is no problem. It looks like the problem comes from an equipment. Because we confirmed it is caused by the software How can you be sure that there is no problem with failure on SxS memory card. recorders? 19 If I have video data recorded on the SxS-1 memory card, what do I do? Please back up the data first. If there is any missing video data, please contact Sony Customer Support for data. We will use a special tool to rescue the data. NOTE: Some data cannot be rescued depending on how it is recorded. Make sure you back up the visible clips in advance before sending your SxS-1 memory card to Sony. They might be lost during the data rescue process.

3 20 Can I continue to use the SxS-1 card if I do not find this symptom upon playback? Please back up the data first. You can continue using the SxS-1 card if the symptom occurs, however you need to do back up the data soon after shooting. Please update the software on SxS-1 memory card, once the software update service is available, 21 I found there is missing video data on my SxS-1 card when I tried to play it back. Can I recover it myself? Do not do anything on SxS-1 memory card with PC or Camcorder equipment and send the card to Sony Customer Support for data. We will use a special tool to rescue the data. NOTE: Some data cannot be rescued depending on how it is recorded. Make sure you back up the visible clips in advance before sending your SxS-1 memory card to Sony. They might be lost during the data rescue process. 22 I found there is missing video data on my SxS-1 memory card. Can anyone come to recover it? No one can visit you to do. Please contact Sony Customer Support. 23 You can update the software if you do not have to recover the missing video data. If you want Sony to recover, please contact Sony Customer Support. I found there is missing video data on my SxS-1 We will use a special tool to rescue the data. memory card. Is there any problem if I update the (Please note that some data cannot be rescued software as it is? depending on how it is recorded.) Make sure you back up the visible clips in advance before sending your SxS-1 memory card to Sony. They might be lost during the data rescue process.

4 24 25 FW Update Can I recover the missing video data with 3rd party software? Does the software update application to solve this problem work in any computer? No, you can't. If you want Sony to recover, please contact Sony Customer Support. We will use a special tool to rescue the data. (Please note that some data cannot be rescued depending on how it is recorded.) Make sure you back up the visible clips in advance before sending your SxS-1 memory card to Sony. They might be lost during the data rescue process. It can only operate on Windows PCs with operating systems are Windows 7 and later. MAC users should send their suspect SxS-1 cards to Sony to update. 26 FW Update How do I get the software to solve the problem? It is available for download from the following URL: ownload/tool/sxssoftwareupdater2.zip 27 FW Update How long does it take to update the software? It takes about one to two minutes for each card. 28 FW Update How do I update the software? 29 FW Update 30 FW Update What device do I need to use for updating the software to solve the problem? The update needs to be performed through a Windows PC and an SxS card reader. Please access the following site and download the application SxS Software Updater. You can update the SxS software in a simple and easy way from the following URL: ownload/tool/sxssoftwareupdater2.zip You need a Windows PC with a built-in ExpressCard slot, or a combination of a Windows PC and a Sony SxS card reader. I want to update the software of my SxS memory Yes, if you send your SxS-1 memory cards to Sony, cards, but I do not have time to do it. Can Sony do it we will update their software. for me?

5 31 General 32 General 33 General I want to replace my affected SxS cards with new ones free of charge. Why Sony does not recall the all the shipped products? Why did you not discover the problem before shipping the products? 34 General How did you discover the failure happened? 35 General How many cases have been reported? Please send your SxS-1 memory cards to Sony. We will update their firmware and send the cards back to you. Because this issue may not happen on every card and can be solved by updating the software we will provide in early November. This problem happens only when several conditions are met, which made it difficult for us to confirm the problem during the evaluation process before the shipment. We will further try out best efforts so that the same problem will not be repeated. We found after making analysis of SxS memory card sent from a customer who experienced the failure. There have been 5cards reported world-wide as of October, General What is the failure rate? It is 0.01% as of Oct General Why does SxS continue to occur failures? 38 General What actions are you going to take to avoid the same problem happening again? We recognized that this failure was occurred when several conditions are met. We carefully review our internal evaluation system and continue to improve and enhance the system. By assuming various cases where an SxS memory card is used in multiple devices, we will review our current evaluation process and to enhance it in order to prevent these failures from reoccurring.

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