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Frequently asked questions


My GoGear is not recognized by PC. What can I do?


First check to see if your PC configuration is up to the minimum requirement by going to MyComputer on the desktop right click and select Properties. if required upgrade your PC to match with the Minimum Configuration.

  • Pentium Class 300 MHz processor or better (1 GHz recommended)
  • Windows® XP (SP2 or above)
  • 128 MB RAM
  • 500 MB hard drive space
  • Video display card
  • Sound card
  • Microsoft Internet Explorer 6.0 with SP2 required for use of Music Store, Radio or On Demand services

Important: Windows XP service pack 2 operating system is required to use this product. Service packs can be downloaded from Please also make sure that you have the administrator rights of the PC.
Then check if you have the version of Windows Media Player bundled in the CD ROM installed. If in doubt un-install your existing versions of Windows Media Player and Philips Plug-in and then install again from the installation CD or from the support website.

If everything has been installed and still unable to recognized the device. please go through the steps below to re-install the driver.

  1. Go to desktop of your computer.
  2. Right click on My Computer
  3. Select the Manage option.
  4. A window will pop up, select Device Manager
  5. When a device is not detected by the PC, we will see an entry called Other Devices.
  6. Expand the Other Devices, we will see Philips SA9XX GoGear.
  7. Right click on Philips SA9XX GoGear and select Update Driver
  8. A new pop-up will open. Clicking Next and click Finish to install the driver.

If you cannot find Philips SA9xx GoGear under Other Devices, please go through the steps below to install the patch

  1. First do a soft reset by inserting a small pin or other sharp object into the reset hole located at the back of the player. Hold until the player shuts down.
  2. Download the "Detect Philips GoGear Devices_v3" zip file in the attachment section to a temp folder on your PC.
  3. Unzip the patch fix file and then save it onto the desktop of your PC.
  4. Double click on the "Detect Philips GoGear Devices (English)" icon .You will be prompted to connect your player to PC, now connect your GoGear to the PC and select OK.
  5. Wait for a few seconds as the tool tries to detect the Philips device you have connected to PC, if the detection is successful, then you will see suitable message from Windows saying a new device has been found, and you will also be able to see the connected Philips device in Windows Explorer.

If the Windows still fails to recognize the GoGear after running of the patch.

  1. Click Start -> Settings -> Control Panel
  2. Double click on “Add Hardware”. 
  3. Make sure your player has been connected to the PC and select “Next >”. [DO NOT SELECT “CANCEL”]
  4. You will see a screen.
  5. Once search is complete you need to click the option, "If have you connected your player to the PC" or "If you have not connected your player to the PC", select “Next >”. 
  6. Select "Add a new hardware device" option and select "Next >". 
  7. Select "Install the Hardware that I manually select from a list (Advanced)" option as shown in figure 10 and select "Next >". 
  8. Select "Windows Portable Devices" from the device type list and select "Next >". 
  9. Select "MTP Device" from the list and select "Next >".
  10. Once installation is complete select "Finish" on the screen.

If you see the below callout at the right hand bottom corner of Windows when your GoGear is connected to the PC. Your GoGear is not recognized properly by Windows.

  1. Power your player with the supplied AC/DC adapter.
  2. Connect your player to the PC.
  3. You will see a list of Hardware devices installed.
  4. Select "USB 2.0 Device" and select "Next >".
  5. Select "Install the Hardware that I manually select from a list (Advanced)" option and select "Next >".
  6. Select "Windows Portable Devices" from the device type list and select "Next >".
  7. Select "MTP Device" from the list and select "Next >"
  8. Once installation is complete select "Finish" on the screen.

If the above steps do not help, please contact our customer service for help. Click Contact Page to see the contact details of Philips customer service.


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