Microsoft KB Archive/945278

Knowledge Base

You cannot update the software on a Zune device

Article ID: 945278

Article Last Modified on 12/18/2007

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APPLIES TO

• Zune Digital Media Player
• Zune 30GB Digital Media Player
• Zune 4GB Digital Media Player
• Zune 80GB Digital Media Player
• Zune 8GB Digital Media Player

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SYMPTOMS

You cannot update the software on a Zune device. Additionally, you may receive an error code.

THINGS TO TRY

To troubleshoot the problem, follow these steps:

1. Update the Zune software on the computer. To do this, click Settings, click software, click GENERAL, and then click CHECK FOR UPDATES.
2. Restart the Zune device. To do this, 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. Release the button when the Zune device begins to restart.
3. Disconnect the Zune device, restart the computer, and then connect the Zune device to the computer again.
4. Connect the Zune device directly to a USB port on the computer.

   Note Do not connect the Zune device to a USB hub.

5. Try to update the software on the Zune device again. You may succeed on the second try.

Specific error codes

You may receive one of the following error codes on the Zune device. If you receive one of these error codes, follow the advice that follows each specific error code.

Error code C00D11A0

This problem can occur if you have synchronized or updated multiple Zune devices. To resolve this problem, disconnect the Zune device from the computer, and then reconnect the Zune device to the computer.

Error code C00D11D2

This problem can occur if the Zune software update cannot be downloaded. Verify that the computer is connected to the Internet, and then try to update the Zune device again.

Error code C00D11CD

To resolve this problem, use the following methods in the order in which they appear:

Method 1: Restart the Background Intelligent Transfer Service service

Restart the Background Intelligent Transfer Service service. To do this, follow these steps:

1. On Windows Vista, click Start, type services in the Start Search box, and then click Services in the Programs list.
   

If you are prompted for an administrator password or confirmation, type your password, or click Continue.

On Windows XP, click Start, click Run, type services.msc, and then click OK.

1. Under Name, right-click Background Intelligent Transfer Service, and then click Properties.
2. In the Startup type box, click Automatic (Delayed Start) on Windows Vista or click Automatic on Windows XP, and then click OK.
3. Click Stop, wait for the service to stop, click Start, and then click OK.
4. Try to update the software on the Zune device again.

Method 2: Log on to the computer by using a different user account

To resolve this problem, log on to the computer by using a different user account, and then try to update the software on the Zune device again.

If you have to create another user account on a computer that is running Windows Vista, follow these steps:

1. Click Start, type user account in the Start Search box, and then click User Accounts in the Programs list.
   

If you are prompted for an administrator password or confirmation, type your password, or click Continue.

1. Click Manage another account.
   

If you are prompted for an administrator password or confirmation, type your password, or click Continue.

1. Click Create a new account.
2. Type a name for the account, click the account type, and then click Create Account.
3. Log on to the computer by using the new account, and then try to update the software on the Zune device again.

If you have to create another user account on a computer that is running Windows XP, follow these steps:

1. Click Start, click Run, type control userpasswords, and then click OK.
2. Under Pick a Task, click Create a new account.
3. Type a name for the new account, and then click Next.
4. Click an account type, and then click Create Account.
5. Log on to the computer by using the new account, and then try to update the software on the Zune device again.

If the computer is a member of a domain, you must add a new local user. To do this, follow these steps:

1. In Windows Vista, click Start, type lusrmgr in the Start Search box, and then click lusrmgr in the Programs list.
   

If you are prompted for an administrator password or confirmation, type your password, or click Continue.

In Windows XP, click Start, click Run, type lusrmgr.msc, and then click OK.

1. Right-click Users, and then click New User.
2. Type a user name, type and confirm a password, and then click Create.

Error code C00D1249

This error code appears if the Zune device entered self-recovery mode while it was trying to update. Additionally, you may receive the following message on the Zune device:

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

To resolve this problem, connect the Zune device to the computer again, and then try to update the software on the Zune device.

Error code C00D1195

This error code appears if there is insufficient space on the computer for the update. To resolve this issue, free space on the hard disk where your user profile is stored. If you have more than one hard disk drive in your computer, follow these steps to find the drive where your profile is stored:

• On Windows Vista, click Start, type %userprofile% in the Start Search box, and press ENTER.
• On Windows XP, click Start, click Run, type %userprofile%, and then press ENTER.

MORE INFORMATION

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

Keywords: kbzunehardware kbtshoot kbpubtypekc kbzuneamericasportal kbexpertisebeginner KB945278

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