Your Zune device is not detected by your computer or the Zune software

View products that this article applies to.

Expand all | Collapse all

SYMPTOMS

When you try to use Zune Software, you experience one or more of the following symptoms:

The Zune device is not detected by the computer.
The Zune device is not detected by Zune Software. In this case, when you pause on the device icon in the lower-left corner, you receive the following error message:
No Zune device connected
If you restored the Zune device software, the following messages are displayed on the Zune device:
Connect Zune to your PC
On your PC, open the Zune software and restore the Zune device firmware

Back to the top

THINGS TO TRY

To resolve this issue, follow these steps:

Unlock the device screen, if it is enabled. You must enter your personal four-digit unlock code before you connect your Zune device to the computer.
Disconnect the Zune device, and then update the Zune software on the computer. To do this, click settings, click software, click GENERAL, and then click CHECK FOR UPDATES. Reconnect the Zune device.
Important If the Zune software prompts you to update the device when you connect it, you must install the update before you can use the device with the software. If you cancel the update, you must disconnect and reconnect the device to be offered the update again.
If the issue is still not resolved, go to the next step.

Restart the Zune device. To do this, set the Hold switch to the unlocked position, and then do the following:

Collapse this tableExpand this table

Press and hold the Back button

Collapse this imageExpand this image

as you press the top of the Zune pad. When the Zune device begins to turn on, release the buttons.

Collapse this imageExpand this image

If the issue is still not resolved, go to the next step.

Disconnect the Zune device from the computer, restart the computer, and then reconnect the Zune device.

If the issue is still not resolved, go to the next step.
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.

If the issue is still not resolved, go to the next step.
When you connect the Zune Sync Cable to the connector port of the Zune device, make sure that both ends of the sync cable click into position. Additionally, make sure that the sync cable is not connected to the device at an angle.
Scan for hardware changes. To do this, follow these steps:
1. Click Start, right-click Computer, and then click Properties.
2. Click Device Manager. Click the root computer icon, and then click Scan for hardware changes on the Actions menu.
The Zune device must be turned on to be detected by the computer. If the Zune device is turned off, the device should "wake up" and turn on when you connect it to a power source. If the Zune device does not turn on immediately, let the device charge for 30 minutes, and then disconnect and reconnect the cable to turn on the device.

For more information about how to charge a Zune device, click the following article number to view the article in the Microsoft Knowledge Base:
927348 (http://support.microsoft.com/kb/927348/ ) How to charge the battery in your Zune device
If the issue is still not resolved, go to the next step.
Examine Windows Device Manager. To do this, follow these steps:
1. Click Start, right-click Computer, and then click Properties.
2. Click Device Manager. Click the root computer icon, and then click Scan for hardware changes on the Actions menu. Zune should be listed under Portable Devices.
  Note If the device was installed incorrectly, Zune may be listed together with a yellow exclamation mark (!). Or, it may be listed under Other devices as USB Device.
  Double-click Zune, and then click the Driver tab. The current version of the driver that is installed should be 3.1.603.0.
  
  If Windows Device Manager indicates a device problem, or if the version of the driver that is installed is not the current version, you must update the driver. To do this, follow these steps:
  1. Right-click Zune or USB Device, and then click Properties.
  2. Click the Driver tab, and then click Update Driver.
  3. Click Search automatically for updated driver software.
  4. Click Install if you are prompted to do this.
  5. After the driver installation is complete, click Close.
  If Windows Device Manager found the drivers, click Close. If you want to locate the drivers manually, follow these steps:
  1. In the Zune Properties dialog box, click Update Driver.
  2. Click Browse my computer for driver software.
  3. Click Browse, locate the \Program Files\Zune\Drivers folder, and then click OK.
  4. Click Next.
  5. Click Install if you are prompted to do this.
  6. After the driver installation is complete, click Close, and then click Close again.
For more information about how to troubleshoot error codes in Device Manager, click the following article number to view the article in the Microsoft Knowledge Base:
953933 (http://support.microsoft.com/kb/953933/ ) How to troubleshoot errors in Windows Device Manager for the Zune device
If the issue is still not resolved, go to the next step.
Examine the computer for conflicts that involve the USB host controller or the root hub. To do this, follow these steps:
1. Click Start, right-click Computer, and then click Properties.
2. Click Device Manager.
3. Expand Universal Serial Bus controllers.
4. Verify that no errors are listed in the list of USB devices. A yellow exclamation point or a red "X" next to a device indicates errors. If any errors are listed, contact the manufacturer of your computer.
If the issue is still not resolved, go to the next step.
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
If the issue is still not resolved, go to the next step.
Try using a different Zune Sync Cable, if you can do this.