Knowledge Base

Your Zune device is not detected by your computer or the Zune software

Article ID: 944909

Article Last Modified on 12/18/2007

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

SYMPTOMS

When you try to use Zune Software, you experience one or more of the following symptoms:

The Zune device is not detected by the computer.
The Zune device is not detected by Zune Software. In this case, when you pause on the device icon in the lower-left corner, you receive the following error message:

No Zune device connected
If you restored the Zune device software, the following messages are displayed on the Zune device:

Connect Zune to your PC

On your PC, open the Zune software and restore the Zune device firmware

THINGS TO TRY

To resolve this issue, follow these steps:

Update the Zune software on the computer. To do this, click settings, click software, click GENERAL, and then click CHECK FOR UPDATES.

If the issue is still not resolved, go to the next step.
Restart the Zune device.

To do this, follow these steps:
1. Set the Hold switch to the unlocked position.
2. Press and hold the Back button as you press the top of the Zune pad.
When the Zune device begins to restart, release the buttons.

If the issue is still not resolved, go to the next step.
Disconnect the Zune device from the computer, restart the computer, and then reconnect the Zune device.

If the issue is still not resolved, go to the next step.
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.

If the issue is still not resolved, go to the next step.
Connect only one Zune device at a time. If you already have a Zune device connected to the computer, any other Zune that you try to connect will not be detected by the Zune software. Disconnect any additional Zune devices, and then try to connect again.

If the issue is still not resolved, go to the next step.
If a full-screen battery image 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

If the issue is still not resolved, go to the next step.
If you are using Windows Vista, install the Cumulative update rollup for USB core components in Windows Vista software update. 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

If you are not using Windows Vista, or if the issue is still not resolved, go to the next step.
Examine Windows Device Manager. To do this, follow these steps:
1. Click Start, right-click Computer, and then click Properties.
2. Click Device Manager. Zune should be listed under Portable Devices. If the driver was installed incorrectly, Zune may be listed together with a yellow exclamation mark (!). Or, it may be listed under Other devices as USB Device.
  
  If Windows Device Manager indicates a driver problem, you must update the driver. To do this, follow these steps:
  1. Right-click Zune or USB Device, and then click Properties.
  2. Click the Driver tab, and then click Update Driver.
  3. Click Search automatically for updated driver software.
  4. Click Install if you are prompted to do this.
  5. After the driver installation is complete, click Close.
  If Windows Device Manager found the drivers, click Close. If you want to locate the drivers manually, follow these steps:
  1. In the Zune Properties dialog box, click Update Driver.
  2. Click Browse my computer for driver software.
  3. Click Browse, locate the \Program Files\Zune\Drivers folder, and then click OK.
  4. Click Next.
  5. Click Install if you are prompted to do this.
  6. After the driver installation is complete, click Close, and then click Close again.
If the issue is still not resolved, go to the next step.
Examine the computer for conflicts that involve the USB host controller or the root hub. To do this, follow these steps:
1. Click Start, right-click Computer, and then click Properties.
2. Click Device Manager.
3. Expand Universal Serial Bus controllers.
4. Verify that no errors appear in the list of USB devices. A yellow exclamation point or a red "X" next to a device indicates errors. If any errors appear, contact the manufacturer of your computer.
  
  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 the issue is still not resolved, go to the next step.
Try using a different Zune Sync Cable.

Keywords: kbzunesoftware kbzunehardware kbtshoot kbpubtypekc kbzuneamericasportal kbexpertisebeginner KB944909

Microsoft KB Archive/944909

Your Zune device is not detected by your computer or the Zune software

SYMPTOMS

THINGS TO TRY