Microsoft KB Archive/927876

= The Zune software does not detect your Zune device =

Article ID: 927876

Article Last Modified on 5/18/2007

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APPLIES TO


 * Zune Digital Media Player
 * Zune software

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SYMPTOMS
You experience one or more of the following symptoms:
 * When you connect your Zune device to a computer, the Zune software does not detect your Zune device.
 * The Zune device does not appear as connected in the Navigation Pane of the Zune software.
 * &quot;Connect a Zune device&quot; appears in the Sync pane.
 * If you restored the device, the following screens are displayed on it:
 * 1: Connect Zune to your PC.
 * 2: On your PC, open the Zune software and restore the Zune device firmware.
 * The Zune software stops responding.



CAUSE
This behavior can occur when one or more of the following conditions are true:
 * A driver that is old or is unsupported has been installed on the computer.
 * The battery does not have a sufficient charge.
 * You are using a faulty USB port, hub, or hub cable.
 * The Zune software installation is corrupted or is not installed correctly.



THINGS TO TRY
Try one or more of the following steps in the order listed:  Upgrade to the current version of the Zune software. To obtain the current version of the Zune Setup package, visit the following Zune Web site:

http://www.zune.net/meetzune/software.htm

 Reset the Zune device. To do this, follow these steps:  Disconnect the Zune Sync Cable. Set the Hold switch to the unlocked position. Press and hold the Back button as you press the top of the Control Pad. After the device starts, reconnect the sync cable.</ol> </li> Restart the Zune software. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> Click the close button (x) in the upper-right corner of the Zune software window to exit the program.</li> Restart the Zune software.

Your Zune device will be displayed in the Navigation Pane on the left side, together with a selection triangle to the left of the device name.</li></ol> </li> Connect the Zune device to another USB port on the computer.

Notes <ul> Use a USB port on the back of the computer.</li> Do not use a USB hub.</li></ul> </li> Let the device charge and start. If a full-screen image of a battery and a plug appears when you connect the device to the computer, you must let the device charge for several minutes before the device will start and be detected by the computer. For more information about how to charge a Zune device, click the following article number to view the article in the Microsoft Knowledge Base:

927348 How to charge the battery in your Zune device

</li> Register the Windows Media Device Manager (WMDM) for Zune devices service. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> a. Click Start, click Run, type regsvr32 &quot;C:\Program Files\Zune\zunesp.dll&quot;, and then click OK. You receive the following message:

DllRegisterServer in C:\Program Files\Zune\zunesp.dll succeeded.

Note A .dll file is a set of functions that can be executed or data that can be used by a Windows application.</li> Click OK.</li></ol> </li> Check Device Manager. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> With the device connected to the computer, click Start, click Run, type devmgmt.msc, and then click OK.</li> Expand Portable Devices, and then make sure that a listing for Zune is displayed.</li></ol>

If the Zune device does not appear under Portable Devices, locate and then expand Other Devices. If there is a listing for a USB device, follow the steps that are outlined in the following article in the Microsoft Knowledge Base:

929487 Your Zune device appears as a USB device under Other devices in Device Manager, but the device does not appear in the Zune software

If the Zune device appears in Device Manager with a black exclamation point (!) on a yellow field under Portable Devices, follow the steps that are outlined in the following article in the Microsoft Knowledge Base:

929279 Error message: &quot;The software you are installing for this hardware: Zune has not passed Windows Logo testing to verify its compatibility with Windows XP&quot;

If the Zune device appears as installed and working correctly under Portable Devices, follow the steps that are outlined in the following article in the Microsoft Knowledge Base:

929357 The Zune software does not recognize a Zune device after you install the software and connect the device to a computer

If the Zune device does not appear in Device Manager at all, follow the steps that are outlined in the following article in the Microsoft Knowledge Base:

929486 Your Zune device does not appear in the Zune software or in Device Manager

</li> Log on to Windows by using a different user account. Or create a new user account and log on by using that account.

To create a new user account, follow these steps.

For Windows XP: <ol style="list-style-type: lower-alpha;"> Click Start, and then click Control Panel.</li> Click User Accounts.</li> <li>In the Pick a task list, click Create a new account.</li> <li>Type the name that you want to use for the account, and then click Next.</li> <li>Select Limited, and then click Create Account.</li></ol>

For Windows Vista: <ol style="list-style-type: lower-alpha;"> <li>Click Start, type accounts in the Start Search box, and then click User Accounts in the Programs list.</li> <li>Click Add or remove user accounts.</li> <li>Click Create a new account.</li> <li>Type the name that you want to use for the account, and then click Next.</li> <li>Select Standard user, and then click Create Account.</li></ol>

For Windows XP and Windows Vista: If the computer is on a domain, add a new local user. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>On the Advanced tab in User Accounts, click the Advanced button.</li> <li>Under Local Users and Groups, click Users, and then click New User on the Action menu.</li></ol> </li> <li>If the Zune software still cannot detect the Zune device, disconnect the Zune device, and then remove and then reinstall the Zune software by using a clean installation procedure. To do this, follow the steps that are outlined in the following article in the Microsoft Knowledge Base:

929358 How to remove and then reinstall the Zune software

</li></ol>

Keywords: kbzunehardware kbtshoot kbpubtypekc kbzuneamericasportal kbexpertisebeginner KB927876

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