Microsoft KB Archive/927980

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Error message when you use the Zune software: "Can’t complete the operation because there is no Internet access"

Article ID: 927980

Article Last Modified on 12/19/2007



APPLIES TO

  • Zune software
  • Zune Live
  • Zune Digital Media Player



SYMPTOMS

When you are using the Zune software, you receive the following error message:

Can’t complete the operation because there is no Internet access. Make sure you’re connected to the Internet, then try again.

CAUSE

The Zune software cannot connect to the Internet.

THINGS TO TRY

  1. Test to see whether you can visit Web pages on the computer. Try to revisit a page that you recently visited.
  2. If you cannot visit Web pages, test to make sure that all hardware devices are connected correctly and turned on.
  3. Verify that the light indicators are on or show activity on the router or on the cable modem, if the system includes these devices. Some indicators that may be relevant may have the following labels:
    • WLAN
    • WAN
    • Data
    • Sync
    • Power
    • Status
  4. Determine whether the Winsock2 key is corrupted.
    1. On Windows XP, click Start, click Run, type Msinfo32, and then click OK.

      On Windows Vista, click Start[GRAPHIC: the Start button], type Run in the Start Search box, and then click Run under Programs. Type Msinfo32, and then click OK.
    2. Expand Components, expand Network, and then click Protocol.

      You will typically have 10 sections under Protocol. The section headings will include the following names if the Winsock2 key is undamaged:
      • MSAFD Tcpip [TCP/IP]
      • MSAFD Tcpip [UDP/IP]
      • RSVP UDP Service Provider
      • RSVP TCP Service Provider
      • MSAFD NetBIOS [\Device\NetBT_Tcpip
      • MSAFD NetBIOS [\Device\NetBT_Tcpip
      • MSAFD NetBIOS [\Device\NetBT_Tcpip
      • MSAFD NetBIOS [\Device\NetBT_Tcpip
      • MSAFD NetBIOS [\Device\NetBT_Tcpip
      • MSAFD NetBIOS [\Device\NetBT_Tcpip

      If the names differ from the names in this list, the Winsock2 key is corrupted. Or, you have a third-party add-in, such as proxy software, installed. If you have a third-party add-in installed, the name of the add-in will replace the letters "MSAFD" in the names in this list. If there are more than 10 sections in the list, you have third-party additions installed.

      If there are less than 10 sections, there is information missing.

      If you verify that there is a Winsock corruption by looking at Msinfo32, repair the Winsock2 key. To do this, follow these steps:

      • Windows XP
        1. Click Start, click Run, type cmd, and then press ENTER.
        2. At the command prompt, type the following command, and then press ENTER:

          netsh winsock reset

        3. Restart the computer.
      • Windows Vista
        1. Click Start[GRAPHIC: the Start button], type cmd in the Start Search box, and then right-click cmd under Programs.
        2. Click Run as administrator.
        3. Type the following command, and then press ENTER:

          netsh winsock reset

        4. Restart the computer.

      For computers that are running Windows XP SP2, there is a new netsh command that can rebuild the Winsock key. For more information, visit the following Web site:

      Warning Programs that access or monitor the Internet, such as antivirus, firewall, or proxy clients, may be adversely affected when you run the netsh winsock reset command. If you have a program that no longer functions correctly after you use follow these steps, reinstall the program to restore functionality.
  5. Verify your Internet connection.
    • Windows XP
      1. Click Start, and then click Control Panel.
      2. Open Network Connections.
      3. Right-click any connections that are not being used, and then click Disable.
    • Windows Vista
      1. Click Start, type Network and Sharing Center in the Start Search box, and then click Network and Sharing Center under Programs.
      2. Right-click any connections that are not being used, and then click Disable.
  6. Perform a clean startup procedure to identify any third-party firewall issues.
    1. On Windows XP, click Start, click Run, type msconfig, and then click OK.

      On Windows Vista, click Start[GRAPHIC: Start button], type misconfig in the Start Search box, and then click msconfig.exe under Programs.
    2. On the General tab, click Selective Startup.
    3. Under Selective Startup, click to clear the following check boxes:
      • Process SYSTEM.INI File
      • Process WIN.INI File
      • Load Startup Items
    4. On the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.
    5. Click OK, and then click Restart.
    6. Start the Zune software. If you no longer receive the "make sure you’re connected to the Internet" error message, contact your firewall manufacturer to determine how to configure the firewall to work with the Zune software.
  7. Add Zune to the Windows firewall exceptions list.
    • Windows XP
      1. Click Start, click Run, type firewall.cpl, and then click OK.
      2. Click the Exceptions tab.
      3. Click Add Program.
      4. Click Browse.
      5. Locate and select Zune.exe, and then click Open.

        Note By default, Zune is installed to the following location:

        C:\Program Files\Zune\

      6. Click OK two times.
    • Windows Vista
      1. Click Start[GRAPHIC: Start button], type firewall.cpl in the Start Search box, and then press ENTER.
      2. Click Allow a program through Windows Firewall.
        [GRAPHIC: User Access Control permission] If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.
      3. Click Add program.
      4. Click Browse.
      5. Locate Zune, and then click Open.

        Note By default, Zune is installed to the following location:

        C:\Program Files\Zune\

      6. Click OK two times.
    • Windows Live OneCare
      1. Start Windows Live Onecare.
      2. Click Change Onecare settings.
      3. Click the Firewall tab.
      4. Click Advanced settings.
      5. Scroll through the list of programs to determine whether Zune appears in the list.
        • If Zune appears, make sure that the setting for Zune is set to allow instead of to block.
        • If Zune does not appear, follow these steps:
          1. Click Add.
          2. Locate Zune, and then click Open.

            Note By default, Zune is installed to the following location:

            C:\Program Files\Zune\

          3. Click OK two times.
  8. If the previous steps did not resolve the problem, contact your Internet service provider (ISP) for help.


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