Microsoft KB Archive/932085

= Error messages when you try sign in to the Zune Marketplace or when you try play Zune Marketplace content: &quot;There is a problem with the Digital Rights Management (DRM) system on your computer&quot; =

Article ID: 932085

Article Last Modified on 5/31/2007

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APPLIES TO


 * Zune Live
 * Zune software

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SYMPTOMS
When you try sign in to the Zune Marketplace or when you try play Zune Marketplace content, you receive one of the following error messages:

ERROR 14: There is a problem with the Digital Rights Management (DRM) system on your computer.

ERROR 3509: There is a problem with the Digital Rights Management (DRM) system on your computer.

ERROR 3539: There is a problem with the Digital Rights Management (DRM) system on your computer.

ERROR 9131: There is a problem with the Digital Rights Management (DRM) system on your computer.

ERROR 10001: There is a problem with the Digital Rights Management (DRM) system on your computer.

ERROR 10017: There is a problem with the Digital Rights Management (DRM) system on your computer.

ERROR 10024: There is a problem with the Digital Rights Management (DRM) system on your computer.



CAUSE
This behavior occurs when there is a problem with the Digital Rights Management (DRM) system on the computer.



THINGS TO TRY
To resolve this behavior, follow these steps:  Upgrade the DRM security component on the computer. For more information about how to upgrade the DRM security component, visit the following Microsoft Web site:

http://drmlicense.one.microsoft.com/Indivsite/en/indivit.asp?force=1

If you are running Windows Vista x64 and the Upgrade button on this Web site is grayed out, start Microsoft Internet Explorer by using Administrative privileges to proceed.

Warning This procedure deletes content licenses for protected media files on the hard disk from any provider. This does not only affect content from the Zune Marketplace. Other providers such as Napster, MSN Music, and Wal-Mart use different mechanisms to restore licenses. If you have content from any of these providers, verify the license restore policies before you continue.

 Try to sign in to the Zune Marketplace or play Zune Marketplace content again. If this does not resolve the issue, restore the DRM system on the computer to a clean state. To do this, follow these steps:  Turn on the Show hidden files and folders option in Microsoft Windows. To turn on this option, follow these steps.

Microsoft Windows XP  Click Start, click Run, type explorer.exe, and then click OK. On the Tools menu, click Folder Options, and then click the View tab. In the Advanced Settings box, under Hidden files and folders, click Show hidden files and folders, and then click OK.</li></ol>

Windows Vista <ol style="list-style-type: lower-alpha;"> Click Start, type explorer.exe in the Start Search box, and then press ENTER.</li> Click Organize, click Folder and Search Options, and then click the View tab.</li> In the Advanced Settings box, under Hidden files and folders, click Show hidden files and folders, and then click OK.</li></ol> </li> Locate the DRM folder on the hard disk.

In Windows XP, the DRM folder is typically located in the following location:

C:\Documents and Settings\All Users\DRM Windows

In Windows Vista, the DRM folder is typically located in the following location:

Windows Vista x86-based versions: C:\ProgramData\Microsoft\Windows\DRM

Windows Vista x64-based versions: C:\ProgramData\Microsoft\Windows\DRM

Note If you upgraded the computer from Microsoft Windows 98 or Microsoft Windows Millennium Edition to Windows XP, the DRM folders may be located in the following location:

C:\Windows\DRM

DRM folders can be located in multiple locations in different versions of Windows. You can also locate the DRM data path in the registry. DRM data is located in the following section of the registry: <ul> x86-based versions of Windows XP and Windows Vista:

HKEY_LOCAL_MACHINE\Software\Microsoft\DRM

</li> x64-based versions of Windows Vista:

HKEY_LOCAL_MACHINE\Software\WOW6432Node\Microsoft\DRM

</li></ul>

To locate the DRM path in the registry follow these steps: <ol> Click Start, click Run, type Regedit, and then click OK.</li> Look for the applicable folder based on the version of Windows Vista that you are using.</li></ol> </li> Change the name of the DRM folder to &quot;DRMbackup.&quot; To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> Right-click the DRM folder, and then click Rename.</li> Type DRMbackup, and then press ENTER.</li> Close all the windows that are open.</li></ol>

If you receive an “Access denied” error message when you try to rename the DRM folder, log on as an administrator in safe mode, and then rename the folder. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> Restart the computer and continually press the F8 key as the computer starts. On a computer that is configured for multiple operating systems, press the F8 key when the Boot menu appears.</li> When the Windows Advanced Options menu appears, use the arrow keys to select Safe Mode, and then press ENTER.</li> When the Boot menu appears again, and the words &quot;Safe Mode&quot; appears in blue at the bottom of the screen, press ENTER.</li> <li>Log on as an administrator.</li> <li>When you receive a message that states that Windows is running in safe mode, click Yes.</li> <li>Repeat these steps to rename the DRM folder.</li></ol> </li></ol> </li> <li>After you have restored the DRM system on the computer, repeat step 1.</li> <li>If you still cannot sign in to the Zune Marketplace or play Zune Marketplace content, contact product support and reference the specific error code that you received.</li></ol>

Keywords: kbzunesoftware kbzunelive kbtshoot kbpubtypekc kbzuneamericasportal kbexpertisebeginner KB932085

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