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When you try to connect your Windows Phone to your computer, you experience one or more of the following symptoms:
Your computer doesn't detect your phone.
The Zune Music + Video software doesn't open when your phone is connected to your computer.
The Zune software doesn't detect your phone, for example:
Phone doesn't appear next to Social as one of the selections in the top menu.
When you rest the pointer over the device icon in the lower-left corner of the Zune software, your device icon doesn't light up. (The device icon is located on the far left of the three icons displayed.)
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If you see the error message:
CONNECTION ERROR: Can't connect to your phone. Disconnect it, restart it, then try connecting again.
then see the following Microsoft Knowledge Base article:
2468307
(http://support.microsoft.com/kb/2468307/
)
Error “Can’t connect to your phone” when you try to connect Windows Phone to a computer.
You may be able to resolve this problem automatically. Click Fix this problem to open the Microsoft Fix It tool. Then, click Run in the File Download dialog box and follow the steps in the wizard.
After the wizard finishes, click the Download button on the page presented to download and reinstall the Zune software.
The instructions in this tool may be written only in the English language. However, the automatic fix also works for other language versions of Windows.
If you're currently not on the computer that has the problem, you can save the automatic fix to a flash drive or to a CD from the computer you're using now. Then, you can run the fix on the problem computer later.
For more information about how to install the Zune software, see the following Microsoft Support article:
929358
(http://support.microsoft.com/kb/929358)
How to remove and then reinstall the Zune software
You may be able to resolve this problem automatically. Click Fix this problem to open the Microsoft Fix It tool. Then, click Run in the File Download dialog box and follow the steps in the wizard.
The wizard fixes the following issues:
Drivers not installed
Out-of-date drivers
"Device not found" errors
Device-detection blocks by device and class filters
The instructions in this tool may be written only in the English language. However, the automatic fix also works for other language versions of Windows.
If you're currently not on the computer that has the problem, you can save the automatic fix to a flash drive or to a CD from the computer you're using now. Then, you can run the fix on the problem computer later.
Click Start, right-click Computer, and then click Properties.
Click Device Manager, located in the left column.
A window will appear with the name of your computer and a list of files. If you don't see the files, click the name of your computer. The name of your Windows Phone should be listed under Portable Devices. If Windows Phone was incorrectly installed, it may be listed with a yellow exclamation mark
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. Or, it may be listed under Other Devices as a USB device or an unknown device.
Double-click the name of your phone and then click the Driver tab. The current Driver Version should be listed as 4.8.2345.0.
If your driver isn't up-to-date, go to step 7 and update your driver.
If there is no entry in the Device Manager for your phone, your computer is not recognizing that the phone is connected to it. Make sure that you're using the USB data sync cable which was included with your phone. You may also try another port on the computer, but don't use a USB hub or the ports located on the front of your computer. If available, use a compressed air duster to remove any dirt or debris from the USB port on the phone.
If Windows Device Manager indicates a device problem or if the driver version of Windows Phone that is installed isn't the current version, update the driver. To do this, follow these steps:
Click Start, right-click Computer, and then click Properties.
Click Device Manager, located in the left column.
A window will appear with the name of your computer and a list of files. If you don't see the files, click the name of your computer. The name of your Windows Phone should be listed under Portable Devices. If Windows Phone was incorrectly installed, it may be listed with a yellow exclamation mark
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. Or, it may be listed under Other Devices as a USB device or an unknown device.
On the Driver tab, click Uninstall.
Select Delete the driver software for this device and then click OK.
Return to the Device Manager window, click the Action menu, and then click Scan for hardware changes.
Open Portable Devices, double-click the name of your Windows Phone, and then click the Driver tab. Or, if you don't see your phone name, click unknown device listed under Other Devices, and then click the Driver tab.
Click Update Driver.
Click Browse my computer for driver software.
Click Browse, locate the Program Files/Zune/Drivers folder on your computer, and then click OK.
Click Next and if you're prompted, click Install. You may only be given a Close option.
After the driver installation is complete, Close the open windows until you exit the Device Manager. If you're prompted to restart your computer, do so when you can.
If Windows Device Manager still indicates a device problem, view the following article in the Microsoft Knowledge Base:
953933
(http://support.microsoft.com/kb/953933)
Troubleshoot errors when the Zune software doesn’t detect a Zune player or Windows Phone
On some phones, an app may be available from the manufacturer to run a diagnostic check of your phone.
Important Usage of these apps is not intended for normal operation. If these apps are used, care has to be taken to avoid altering the phone settings incorrectly. In these apps, it is possible to change the USB setting of the phone so that it no longer works with your computer. If you have installed this app, check to make sure the USB setting is still correct.
Nokia Lumia
Tap Diagnostics from your app list.
Tap More
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and then tap Settings.
Make sure the setting for USB Mode is set to Zune. If it is set to another setting, tap Zune and then tap Ok to confirm the change. Otherwise, press the back button to close the app.
Samsung Focus
Tap Diagnosis from your app list.
Enter code *#7284#.
Make sure the setting for USB Path Control is set to Zune Sync. If it is set to another setting, tap Zune Sync and then tap Ok to confirm the change. Otherwise, press the back button to close the app.
If the steps above have not resolved the symptoms, make sure the operating system is up to date using the link below and then try the steps again.Windows Service Pack Center.
Also make sure that you've installed any high-priority updates that are available for the computer by visiting the following Microsoft website:
http://update.microsoft.com/microsoftupdate.
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