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Article ID: 935420 - Last Review: November 24, 2008 - Revision: 8.0

Error message when you connect your Zune device to a computer: “USB Device Not Recognized”

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SYMPTOMS

  • When your Zune device is connected to a computer, you experience one or more of the following symptoms:
    • You receive the following error message on the computer:
      USB Device Not Recognized. One of the USB devices attached to this computer has malfunctioned, and Windows does not recognize it. For assistance in solving this problem, click this message.
    • The Zune software does not detect your Zune device.
      • "No Zune device connected" appears when you hover over the device icon in the lower left.
    • In Device Manager, “Zune” does not appear under Portable Devices. Instead, an Unknown Device appears under Universal Serial Bus controllers.
    • You receive the following event log in Event Viewer:

      Event 10111: The device Zune (location Port_#xxxx.Hub_#yyyy) is offline due to a user-mode driver crash. Windows will attempt to restart the device z more times. Please contact the device manufacturer for more information about this problem.

  • When you disconnect your Zune device from a computer, you experience one or more of the following symptoms:
    • The battery-charging icon on the device continues to be animated.
    • When you press and hold the Play/Pause button, the device does not turn off.
    • The battery charge may not last as long as expected.
  • When you connect your Zune device to an Xbox 360 console, the Xbox 360 console does not detect your Zune device.

THINGS TO TRY

Try one or more of the following steps:
  1. Restart the Zune device when it is connected to the computer. To do this, set the hold switch to the unlocked position, and then press and hold the back button as you press on the top of the Zune pad. When the Zune device begins to restart, you can release the buttons.
    Collapse this imageExpand this image
    zune_restart
  2. If the Zune device restart does not resolve the problem, restart the computer.
  3. Install the latest Windows service pack. You will achieve better reliability in various scenarios by installing this update.

    For more information about the latest Windows Vista service pack or about the latest Windows XP service pack, click the following article numbers to view the articles in the Microsoft Knowledge Base:
    935791  (http://support.microsoft.com/kb/935791/ ) How to obtain the latest Windows Vista service pack
    322389  (http://support.microsoft.com/kb/322389/ ) How to obtain the latest Windows XP service pack
  4. 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.
  5. When the Zune device is running again, connect the Zune device to the computer that has the current Zune software installed. Then, update the device to the current device software version. 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  (http://support.microsoft.com/kb/926770/ ) How to update your Zune device
  6. Try a different Zune Sync Cable, if you can do this.
  7. If none of the previous steps resolves the problem, restore the Zune device software.

    For more information about how to restore a Zune device, click the following article number to view the article in the Microsoft Knowledge Base:
    927001  (http://support.microsoft.com/kb/927001/ ) How to restore your Zune device software
  8. Send in the device for service. If the previous steps do not resolve the problem, visit the following Microsoft Web site to sign in and register your device:
    http://service.zune.net (http://service.zune.net)
    At this Web site, you can submit a request for service if your device is under warranty and qualifies for service.
APPLIES TO
  • Zune Digital Media Player
  • Zune 4GB Digital Media Player
  • Zune 8GB Digital Media Player
  • Zune 16GB Digital Music Player
  • Zune 30GB Digital Media Player
  • Zune 80GB Digital Media Player
  • Zune 120GB Digital Media Player
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