You cannot update the software on a Zune device

You cannot update the software on a Zune device. Additionally, you may receive an error code.

To troubleshoot the problem, follow these steps:

1. Update the Zune software on the computer. To do this, click Settings, click software, click GENERAL, and then click CHECK FOR UPDATES.
2. Restart the Zune device. Follow the steps for your model of Zune player.
   
   Zune HD players
   
   Press and hold the On/Off button for about 10 seconds until the player restarts.
   
   Non-touchscreen Zune players
   
   Set the Hold switch to the unlocked position, and then press and hold the Back button as you press the top of the Zune pad. When the Zune device begins to restart, you can release the buttons.
3. Disconnect the Zune device, restart the computer, and then connect the Zune device to the computer again.
4. Connect the Zune device directly to a USB port on the computer.
   Note Do not connect the Zune device to a USB hub.
5. Try to update the software on the Zune device again. You may succeed on the second try.
6. Manually install the Zune Player firmware package. To do this, follow these steps:
   1. On a computer that is connected to the Internet, visit the following Microsoft Download Web page to download and save the Zune software:
      http://go.microsoft.com/fwlink/?LinkID=104738 (http://go.microsoft.com/fwlink/?LinkID=104738)
   2. On the computer that has the Zune software installed, open the Zune package file from the location in which you saved it.
   3. Select a location in which to extract the files.
   4. Install the Zune software by opening the startzune file in the location to which you extracted the files.
   5. After the software is installed, open the x86 or x64 folder from the location in which you extracted the files.
   6. Open the packages folder.
   7. Locate and then double-click the zune-firmware.msi file. Follow the instructions to install the Zune firmware package.
   8. Connect your Zune player to the computer.
7. Restart Background Intelligent Transfer Service (BITS). To do this, follow these steps:
   1. On Windows Vista, click Start, type services in the Start Search box, and then click Services in the Programs list.
      
      If you are prompted for an administrator password or confirmation, type your password or click Continue.
      
      On Windows XP, click Start, click Run, type services.msc, and then click OK.
   2. Under Name, right-click Background Intelligent Transfer Service, and then click Properties.
   3. In the Startup type box, click to select Automatic (Delayed Start) on Windows Vista or click Automatic on Windows XP, and then click OK.
   4. Click Stop, wait for the service to stop, click Start, and then click OK.
   5. Again try to update the software on the Zune device.
8. Log on to the computer by using a different user account, and then again try to update the software on the Zune device.
   
   If you have to create another user account on a computer that is running Windows Vista, follow these steps:
   1. Click Start, type user account in the Start Search box, and then click User Accounts in the Programs list.
      
      If you are prompted for an administrator password or confirmation, type your password or click Continue.
   2. Click Manage another account.
      
      If you are prompted for an administrator password or confirmation, type your password or click Continue.
   3. Click Create a new account.
   4. Type a name for the account, click the account type, and then click Create Account.
   5. Log on to the computer by using the new account, and then again try to update the software on the Zune device.
   If you have to create another user account on a computer that is running Windows XP, follow these steps:
   1. Click Start, click Run, type control userpasswords, and then click OK.
   2. Under Pick a Task, click Create a new account.
   3. Type a name for the new account, and then click Next.
   4. Click to select an account type, and then click Create Account.
   5. Log on to the computer by using the new account, and then again try to update the software on the Zune device.
   If the computer is a member of a domain, you must add a new local user. To do this, follow these steps:
   1. On Windows Vista, click Start, type lusrmgr in the Start Search box, and then click lusrmgr in the Programs list.
      
      If you are prompted for an administrator password or confirmation, type your password or click Continue.
      
      On Windows XP, click Start, click Run, type lusrmgr.msc, and then click OK.
   2. Right-click Users, and then click New User.
   3. Type a user name, type and confirm a password, and then click Create.
9. Remove and reinstall the Zune software. To do this, follow these steps:
   1. Make sure that the Zune device is not connected to the computer.
   2. On Windows XP, click Start, click Run, type appwiz.cpl, and then click OK.
      
      On Windows Vista, click Start. In the Start Search box, type appwiz.cpl, and then press ENTER.
   3. Click Zune, and then click Remove or Uninstall.
   4. Click Yes to remove the Zune software.
   5. Visit the following Microsoft Download Web page to download and install the Zune software:
      http://go.microsoft.com/fwlink/?LinkID=104738 (http://go.microsoft.com/fwlink/?LinkID=104738)
10. Rename the ZuneStore.sdf database file as ZuneStore.bak. This step will cause the Zune software to rebuild your Zune collection database, including pointers to the Zune device software. This will help resolve the problem if the database is corrupted.
    
    To rename this file, download and run the following Zune media collection reset tool from the Microsoft Download Center:
    http://www.microsoft.com/downloads/details.aspx?FamilyID=86B2A33D-9BF8-45F6-89FF-B9A6236AA37D (http://www.microsoft.com/downloads/details.aspx?FamilyID=86B2A33D-9BF8-45F6-89FF-B9A6236AA37D)

Notes

• These steps rebuild your collection by creating a new music database by using information from metadata that is embedded in your media files instead of migrating your old database.
• These steps will remove any existing device relationship and any podcast subscriptions.

Specific error codes

You may receive one of the following error codes on the Zune device. If you receive one of these error codes, follow the advice that follows each specific error code.

Error code 8070057

This problem can occur if the "display language" in Windows is set to a language other than English, French, or Spanish. To change this setting, follow these steps:

1. Click Start
   Collapse this imageExpand this image

   
   , type intl.cpl in the Start Search box, and then press ENTER.
2. Click the Keyboards and Languages tab.
3. Under Display language, select English, French, or Spanish.
4. Click OK.

Error code C00D11A0 or (8004500A)

This problem can occur if you have synchronized or updated multiple Zune devices. To resolve this problem, disconnect the Zune device from the computer, and then reconnect the Zune device to the computer.

Error code C00D11D2

This problem can occur if the Zune software update cannot be downloaded. Verify that the computer is connected to the Internet, and then try to update the Zune device again.

Error code C00D1249

This error code is displayed if the Zune device entered self-recovery mode while it was trying to update. Additionally, you may receive the following message on the Zune device:To resolve this problem, connect the Zune device to the computer again, and then try to update the software on the Zune device.

Error code C00D124F

This error code is displayed if there is insufficient space on the device for the update. Try to erase the device, and then try to update again. For more information about how to erase your Zune device, click the following article number to view the article in the Microsoft Knowledge Base: If the problem occurs after you erase the device, try to clear and then restore the device software. For more information about how to restore your Zune device software, click the following article numbers to view the articles in the Microsoft Knowledge Base: For more information about how to reinstall the software for your Zune HD player, click the following article numbers to view the articles in the Microsoft Knowledge Base:

Error code C00D1195

This error code appears if there is insufficient space on the computer for the update. To resolve this issue, free space on the hard disk where your user profile is stored. If you have more than one hard disk drive in your computer, follow these steps to find the drive where your profile is stored:

• On Windows Vista, click Start, type %userprofile% in the Start Search box, and press ENTER.
• On Windows XP, click Start, click Run, type %userprofile%, and then press ENTER.

Error code (8000FFFF)

This problem can occur if you recently erased your Zune device and then installed games. To resolve this problem, disconnect the Zune device from the computer, and then reconnect the Zune device to the computer.

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: