Microsoft KB Archive/929486

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

Article ID: 929486

Article Last Modified on 4/25/2007

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APPLIES TO


 * Zune Digital Media Player
 * Zune software

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SYMPTOMS
You experience the following symptoms:
 * The Zune software does not detect your Zune device.
 * In Device Manager, the Zune device does not appear under Portable Devices or under Other devices.



CAUSE
This issue occurs when the computer does not detect the Zune device or when the drivers for the device are not installed.



THINGS TO TRY
 Install the Zune device and the drivers in Microsoft Windows in safe mode.

Note To complete these steps, the BIOS for the computer may have to support USB devices, depending on whether you are using USB input devices when you work in safe mode. For more information about USB devices, click the following article number to view the article in the Microsoft Knowledge Base:

310496 Universal Serial Bus devices do not work in Safe Mode

To install the Zune device and the drivers in safe mode, follow these steps:  Restart the computer. Continuously press F8 before Windows starts.

Note On a computer that has a startup menu to start multiple operating systems, press F8 when the startup menu appears.

 When the Windows Advanced Options menu appears, select Safe Mode, and then press ENTER. When the startup menu appears again and &quot;Safe Mode&quot; appears at the bottom of the screen, select the installation that you want to start, and then press ENTER. When the “Windows is running in safe mode” message appears, click Yes. Connect the Zune device to the computer.

Note If the Found New Hardware wizard appears, click Cancel.

 Click Start, click Run, type devmgmt.msc, and then click OK.</li> Under Portable Devices or under Other devices, locate Zune.</li> If Zune appears on the list, right-click Zune, click Uninstall, and then click OK.</li> Right-click the root of the device tree, and then click Scan for hardware changes.</li> In the Found New Hardware wizard, click Install the software automatically (Recommended), and then click Next.

Note If the Found New Hardware wizard does not appear after you scan for hardware changes, connect the Zune device to a different USB port on the computer. Do not use connect the device to a USB hub.</li> If Windows finds the necessary drivers, Windows installs the drivers. After the driver installation is complete, you receive the following message:

This service cannot be started in Safe Mode.

Click Finish, and then go to step m.</li> If Windows does not find the necessary drivers, follow these steps: <ol> Under Portable Devices or under Other devices, locate Zune.</li> If Zune appears, right-click Zune, click Uninstall, and then click OK.</li> Right-click the root of the device tree, and then click Scan for hardware changes.</li> In the Found New Hardware wizard, click Install from a list or specific location (Advanced), and then click Next.</li> Click '''Don’t search. I will choose the driver to install, and then click Next'''.</li> Click Have Disk, and then click Browse.</li> In the Look in box, click Local Disk (C:).</li> Double-click Program Files, and then double-click Zune.</li> Click Zune, and then click Open.</li> <li>Click OK, and then click Next. After the driver installation is complete, you receive the following message:

This service cannot be started in Safe Mode.

</li> <li>Click Finish, and then go to step m.</li></ol> </li> <li>Restart the computer in Normal Mode so that the Zune device service starts.

Note The computer automatically starts in Normal Mode if you restart the computer when you are working in safe mode.

</li></ol> </li></ol>

If the previous procedure does not resolve the issue, examine the system for conflicts that involve the USB Host Controller or the Root Hub. To do this, follow these steps: <ol> <li>Click Start, click Run, type devmgmt.msc, and then click OK.</li> <li>Expand Universal Serial Bus controllers.</li> <li>Verify that no errors appear in the list of USB devices.

Note A yellow exclamation point or a red &quot;×&quot; next to a device indicates errors.

</li></ol>

If any errors appear, contact Microsoft Product Support Services. For more information about how to troubleshoot conflicts in Device Manager, click the following article number to view the article in the Microsoft Knowledge Base:

310126 Troubleshooting Device Conflicts with Device Manager

If neither of these procedures resolves the issue, connect the Zune device to another computer.

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MORE INFORMATION
For more information about how to troubleshoot device connectivity issues, click the following article number to view the article in the Microsoft Knowledge Base:

927876 The Zune software does not detect your Zune device

Keywords: kbzunesoftware kbzunehardware kbtshoot kbpubtypekc kbzuneamericasportal kbexpertisebeginner KB929486

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