When you try to connect your Windows Phone 7 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:
- 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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Note If you are using Windows Phone 8, please see the following article in the Microsoft Knowledge Base:
2749484
(http://support.microsoft.com/kb/2749484/
)
Windows Phone 8 is not detected by your computer
There are several things you can check to ensure your computer is configured correctly to connect with Windows Phone 7.
Before you begin, please verify that you are using the USB data sync cable included with your phone and that you have tried plugging the phone into another port directly on the computer. This may quickly solve your issue, without the need to go further. Otherwise, please follow these steps:
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1. Verify your USB Connection
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- 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 7 should be listed under Portable Devices.
If your computer’s Device Manager does not detect that your phone is connected, it is likely due to physical connection issue between the USB port on the phone and the USB port on the computer. Possible causes:
- You are not using a good USB data sync cable, like the one that came with the phone. Some phones are also supplied with optional “charging” cables that cannot be used to establish a data connection with a PC. Try another cable, if possible.
- There is dust or debris in the USB port on the phone. Try using a can of compressed air to clear the USB port on the phone to ensure a good connection.
- The USB port on the computer is bad. Try connecting to another port.
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2. Reinstall the Zune software on your computer
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You may be able to resolve this problem automatically. Click the
Fix this problem link. Then, click
Run in the File Download dialog box and follow the steps in this wizard.
For Windows 8Collapse this imageExpand this image
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(http://go.microsoft.com/?linkid=9824576)
Microsoft Fix it 20059 Collapse this imageExpand this image
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(http://go.microsoft.com/?linkid=9762094)
Microsoft Fix it 50577 Collapse this imageExpand this image
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- This wizard may be in English only; however, the automatic fix also works for other language versions of Windows.
- If you are not on the computer that has the problem, you can save the automatic fix to a flash drive or to a CD so that you can run it on the computer that has the problem.
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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
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3. Automatically check and update your drivers
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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
Notes- 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.
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4. Update your driver manually
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If Windows Device Manager indicates a device problem or if the driver version of Windows Phone 7 that's installed isn't the current version (4.8.2345.0), 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 7 should be listed under Portable Devices. If Windows Phone 7 was incorrectly installed, it may be listed with a yellow exclamation mark
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- 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 7, 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 7
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5. If you are seeing a CONNECTION ERROR
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If you see the following error message:
CONNECTION ERROR: Can't connect to your phone. Disconnect it, restart it, then try connecting again.
Then see the following article in the Microsoft Knowledge Base:
2468307
(http://support.microsoft.com/kb/2468307/
)
Error “Can’t connect to your phone” when you try to connect Windows Phone 7 to a computer
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6. Check for Diagnostic app
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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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- 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.
Article ID: 2410180 - Last Review: May 2, 2013 - Revision: 34.0
Applies to
- Windows Phone 7 Consumer
- Windows Phone Consumer
| kbzunesoftware kbwp7musicvideos kbwp7pictures kbwp7 kbwp7connectivity kbzuneamericasportal kbmsifixme kbfield KB2410180 |
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