Article ID: 935420 - Last Review: August 22, 2011 - Revision: 12.0

Error message when connecting a Zune player to a computer: “USB Device Not Recognized”

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SYMPTOMS

When connecting a Zune player to a computer, an error message is received:

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.

THINGS TO TRY

Try one or more of the following steps:
  1. Restart the Zune player. Follow the instructions for the kind of player that you have: To restart a non-touchscreen Zune:

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    1. Set the Hold switch to the unlocked position.
      Note To make sure that the Hold switch is in the unlocked position, you may have to move the switch back and forth until the switch is in the correct position.
    2. Press and hold the Back button
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      back button
      while you press the top of the Zune Pad.
    3. Release the buttons when your Zune begins to restart.
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    zune_restart

    To restart a Zune HD:

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    Press and hold the on/off button for about 10 seconds until the player restarts.
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    Zune HD
  2. If restarting the Zune player does not resolve the problem, restart the computer.
  3. Install the latest Windows service pack to help keep Windows up to date by visiting the Microsoft Windows Service Pack Center (http://windows.microsoft.com/en-US/windows/downloads/service-packs) .

    Also make sure that you've installed any high-priority updates that are available for the computer by visiting the following Microsoft website: Microsoft Updates
  4. Connect the Zune player 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 player is running again, connect it to a computer that has the current Zune software installed. Then, update the player to the current software version. For more information about how to update the software on a Zune device, see the following article number in the Microsoft Knowledge Base:
    926770   (http://support.microsoft.com/kb/926770/ ) How to update your Zune device
  6. If these steps don't resolves the problem, restore the Zune player software.

    For more information about how to restore a Zune device, click the following article numbers to view the articles in the Microsoft Knowledge Base:
    927001  (http://support.microsoft.com/kb/927001/ ) Steps to reformat your non-touchscreen Zune player to its factory settings
    974593  (http://support.microsoft.com/kb/974593/ ) Steps to reformat your Zune HD player to its factory settings
  7. If the previous steps don't resolve the problem, send the player in for servicing. Visit the following Microsoft website to sign in and register your device:
    http://service.zune.net (http://service.zune.net)
    At this website, 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
  • Zune HD 16GB
  • Zune HD 32GB
  • Zune HD 64GB
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Keywords: 
kbzunehardware kbtshoot kbPubTypeKC kbzuneamericasportal kbexpertisebeginner KB935420