Microsoft KB Archive/935420

= Error message when you connect your Zune device to a computer: “USB Device Not Recognized” =

Article ID: 935420

Article Last Modified on 12/4/2007

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APPLIES TO


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

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SYMPTOMS
 When your Zune device is connected to a computer, you experience one or more of the following symptoms:  You receive the following error message on the computer:

USB Device Not Recognized. One of the USB devices attached to this computer has malfunctioned, and Windows does not recognize it. For assistance in solving this problem, click this message.

 The Zune software does not detect your Zune device.  &quot;No Zune device connected&quot; appears when you hover over the device icon in the lower left.  In Device Manager, “Zune” does not appear under Portable Devices. Instead, an Unknown Device appears under Universal Serial Bus controllers.  You receive the following event log in Event Viewer: Event 10111: The device Zune (location Port_# .Hub_# ) is offline due to a user-mode driver crash. Windows will attempt to restart the device  more times. Please contact the device manufacturer for more information about this problem. </ul> </li> When you disconnect your Zune device from a computer, you experience one or more of the following symptoms:  The battery-charging icon on the device continues to be animated.</li> When you press and hold the Play/Pause button, the device does not turn off.</li> The battery charge may not last as long as expected.</li></ul> </li> When you connect your Zune device to an Xbox 360 console, the Xbox 360 console does not detect your Zune device.</li></ul>

<div class="whattotry_section">

THINGS TO TRY
Try one or more of the following: <ol> Restart the Zune device when it is connected to the computer. To do this, set the hold switch to the unlocked position, and then press and hold the back button as you press on the top of the Zune pad. When the Zune device begins to restart, you can release the buttons.</li> If the Zune device restart does not resolve the problem, restart the computer.</li> If you are using Windows Vista, install &quot;Cumulative update rollup for USB core components in Windows Vista.&quot; This update resolves some reliability issues in the USB core components in Windows Vista. You will achieve better reliability in various scenarios by installing this update.

For more information about this update, click the following article number to view the article in the Microsoft Knowledge Base:

941600 Cumulative update rollup for USB core components in Windows Vista

</li> Connect the Zune device to a different USB port on the computer. Use a USB port on the back of the computer. Do not use a USB hub.</li> Try a different Zune Sync Cable, if you can do this.</li> When the Zune device is running again, connect the Zune device to the computer that has the current Zune software installed. Then, update the device to the current device software version. For more information about how to update the software on a Zune device, click the following article number to view the article in the Microsoft Knowledge Base:

926770 How to update your Zune device

</li> If none of the previous steps resolves the problem, restore the Zune device software.

For more information about how to restore a Zune device, click the following article number to view the article in the Microsoft Knowledge Base:

927001 How to restore your Zune device software

</li></ol>

Keywords: kbzunehardware kbtshoot kbpubtypekc kbzuneamericasportal kbexpertisebeginner KB935420

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