Microsoft KB Archive/940705

= How to troubleshoot sync issues between the Zune software and the Zune device when you use the Zune sync cable =

Article ID: 940705

Article Last Modified on 12/18/2007

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APPLIES TO


 * Zune Digital Media Player
 * Zune software
 * 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 you try to synchronize content between the Zune software and a Zune device by using a Zune sync cable, you experience one or more of the following symptoms:
 * Not all the media syncs to the Zune device.
 * The progress bar appears to stop responding.



THINGS TO TRY
To troubleshoot this issue, follow these steps:  Be patient. If this is the first time that you have synchronized your Zune device, it may take a while to sync the contents of your collection to your Zune device. This is especially true if one or more of the following conditions are true:  You have a large amount of Zune Marketplace content. You are syncing videos that require transcoding.

During this time, the progress bar may stop responding or stay at 0 percent for a long time. Restart the Zune software. To do this, follow these steps:  Click the Close button in the upper-right corner of the Zune software window to exit the program. Restart the Zune software.</li></ol> </li> Restart the Zune device, and then reconnect the device. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> Disconnect the Zune sync cable from the Zune device.</li> Set the Hold switch to the unlocked position, and then press and hold the Back button as you press the top of the Zune pad. The Zune device restarts.</li> Connect one end of the Zune sync cable to the Zune device, and then connect the other end of the Zune sync cable directly to a high-power USB port on the computer.</li></ol> </li> Update the Zune software that is installed on the computer. To do this, start the Zune software. Click Settings, click software, click GENERAL, and then click CHECK FOR UPDATES.</li> Update the Zune device to the current device software. To do this, connect the Zune device to the computer that has the current Zune software installed, and 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> Check for specific file errors. These may help you identify the problem, if a specific file or a set of files is failing to sync. To find the errors, click device and then click status. Expand the Not Added section. Click the black exclamation mark on a yellow field next to each file that was not added. This action will open a dialog box that will provide error details. To see whether more information is available, click the Web Help button.</li> If you are using Windows Vista, install the cumulative update rollup for USB core components in Windows Vista. 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. When you do this, use a USB port on the back of the computer. Do not use a USB hub.</li> Verify that you are using the original sync cable that came together with your Zune device.</li> Try a different Zune sync cable, if you can do this.</li> If your media is syncing slowly, make sure that you have installed and are using a high-speed USB 2.0 host controller. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> Click Start, click Run, type devmgmt.msc, and then click OK.</li> Expand Universal Serial Bus controllers.</li> Locate and then double-click  . The exact name will vary, but &quot;Enhanced&quot; will be in the title.</li> Click the Advanced tab.</li> <li>The Zune device should be listed under Bandwidth-consuming devices.

If the Zune device is not listed there, try connecting the Zune device to another USB port on the computer, and then click Refresh.

If  is not listed or is listed but is disabled, contact the computer manufacturer for help.</li> <li>Close Computer Management.</li></ol> </li> <li>As a last resort, erase the device, and then sync your content again. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>Start the Zune software on the computer.</li> <li>Connect your Zune device by using the Zune Sync Cable.</li> <li>Click Settings, and then click device.</li> <li>Click SYNC OPTIONS, and then click ERASE ALL CONTENT.</li> <li>When you receive the following message, click YES:

Please Confirm. Are you sure you want to remove all content from this device?

</li> <li>After the device has been erased, sync your content back to the device. If you have lots of content to sync, you may want to disconnect the device after several files have been synced to make sure that the files have been transferred successfully.</li></ol> </li></ol>

Keywords: kbgraphic kbzunehardware kbtshoot kbpubtypekc kbzuneamericasportal kbexpertisebeginner KB940705

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