Microsoft KB Archive/945023

= How to troubleshoot problems that may occur when you try to wirelessly synchronize a Zune device =

Article ID: 945023

Article Last Modified on 12/18/2007

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APPLIES TO


 * Zune Digital Media Player
 * Zune 30GB Digital Media Player
 * Zune 4GB Digital Media Player
 * Zune 80GB Digital Media Player
 * Zune 8GB Digital Media Player

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SYMPTOMS
When you try to wirelessly synchronize a Zune device, the synchronization process may stop responding (hang). When the synchronization process stops responding, one of the following messages appears on the screen of the Zune device:

Message 1

Connecting to PC

Message 2

Preparing to sync



CAUSE
This problem may occur because of network and encryption settings on the router.



THINGS TO TRY
To troubleshoot this issue, follow these steps:  Update the Zune software on the computer. To do this, click Settings, click software, click GENERAL, and then click CHECK FOR UPDATES. Update the Zune device to the current device software. To do this, connect the Zune device to a computer that has the current Zune software installed, and then update the device to the current device software. For more information, click the following article number to view the article in the Microsoft Knowledge Base:

926770 How to update your Zune device

 Try to synchronize the Zune device again. The Zune device may find the network on the second try. Restart the computer, and then try to synchronize the Zune device again. On the Zune device, make sure that wireless is turned on. To do this, select settings, select wireless, and then select on. Move the Zune device closer to the wireless router to increase the signal strength. Verify that all the following conditions are true: <ol style="list-style-type: lower-alpha;"> The computer is turned on and connected to the network.</li> You are logged in to the computer under your user account.</li> You have started the Zune software.</li></ol> </li> Remember that the Zune device must be idle for at least one minute, without any music playing, before wireless synchronization can start.</li> Verify that there are items in your collection that require synchronization. Additionally, verify that the synchronization options are configured correctly. For more information about how to select media for synchronization, visit the following Zune Web site:

http://www.zune.net/en-us/support/usersguide/musicvideospictures/sync.htm

</li> Manually start wireless synchronization from the Zune device. To do this, select settings, select wireless, and then select sync now.</li> The battery on the Zune device must have at least 10 percent of the battery charge remaining to wirelessly synchronize the Zune device. Therefore, the Zune device will not synchronize wirelessly if the battery gauge is red. If the battery gauge is red, charge the Zune device, and then try to synchronize again.</li> Synchronize the Zune device by using a USB cable to determine whether the issue is caused by the Zune software or by the wireless configuration.</li> Wireless synchronization is intended to incrementally add content to a Zune device. If you are synchronizing the Zune device for the first time, or if you are synchronizing lots of data, the synchronization process may take a long time. When you synchronize wirelessly, data is synchronized at speeds up to 54 megabytes (MB) per second. When you synchronize content over a USB 2.0 connection, data is synchronized at speeds up to 480 MB per second.</li> Verify that the Zune device can communicate through the Windows Firewall. By default, the Windows Firewall is turned on. Therefore, some programs may be unable to communicate from the network. To troubleshoot this issue, add the Zune device to the exceptions list.

To add the Zune device to the exceptions list on a computer that is running Windows Vista, follow these steps: <ol style="list-style-type: lower-alpha;"> Click Start, type firewall in the Start Search box, and then click Windows Firewall in the Programs list.

If you are prompted for an administrator password or confirmation, type your password, or click Continue.</li> Click Allow a program through Windows Firewall.

If you are prompted for an administrator password or confirmation, type your password, or click Continue.</li> On the Exceptions tab, click to select the Wireless Portable Devices check box, and then click OK.

Note You may also have to click to select the UPnP Framework check box and the Zune Network Sharing check box.

</li></ol>

To add the Zune device to the exceptions list on a computer that is running Windows XP, follow these steps: <ol style="list-style-type: lower-alpha;"> Click Start, click Run, type firewall.cpl, and then click OK.</li> Under Programs and Services on the Exceptions tab, click to select the UPnP Framework check box, and then click OK.</li></ol> </li> <li>Connect the Zune device to a power source. For example, use the Zune AC adapter to connect the Zune device to a power outlet, or put the Zune device in the dock.</li> <li>On the Zune 30GB, verify that you do not have tv out selected. You cannot use the tv out setting and wireless synchronization at the same time. To turn off the tv out setting, select settings, select display, select tv out, and then select off.</li> <li>Verify that the computer to which you are trying to connect is configured for wireless synchronization. This problem can occur if you linked the Zune device to another computer.</li> <li>Configure wireless synchronization in the Zune software again. For more information about how to configure wireless synchronization in the Zune software, visit the following Zune Web site:

http://www.zune.net/en-us/support/usersguide/musicvideospictures/artwirelesssync.htm

</li> <li>If there are two computers on the same wireless network, remove your Zune device from the first computer before you set up wireless synchronization on the second computer. Removing the Zune device from the first computer clears the wireless settings. For more information about how to remove a Zune device from the computer, visit the following Zune Web site:

http://www.zune.net/en-US/support/usersguide/zunesoftware/removedevice.htm

</li> <li>If the computer with which you want to synchronize is connected wirelessly to the router, try connecting the computer directly to the router by using an Ethernet cable.</li> <li>If you installed a third-party firewall or security program, this program may be blocking the installation of the Zune wireless synchronization drivers. You may have to configure an exception for the Zune device. For information about how to configure an exception in the third-party firewall or security program, see the manufacturer documentation for the program.</li></ol>

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MORE INFORMATION
For more information about the Zune Wireless Sync feature, visit the following Zune Web site:

http://www.zune.net/wireless

For more information about problems that can occur when you try to wirelessly synchronize a Zune device, click the following article number to view the article in the Microsoft Knowledge Base:

945025 You cannot configure wireless synchronization in the Zune software when you try to configure your Zune device to wirelessly synchronize with your collection

Keywords: kbzunehardware kbtshoot kbpubtypekc kbzuneamericasportal kbexpertisebeginner KB945023

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