How to troubleshoot wireless sync issues between the Zune software and the Zune device

When you try to configure the Zune device to wirelessly synchronize with your collection in the Zune software, or when you try to wirelessly synchronize the Zune device, you may experience one or more of the following problems:

• You cannot configure wireless synchronization in the Zune software.
• You receive one of the following error messages on the Zune device.
  Error message 1
  Looking for network
  Error message 2
  Connecting to network
  Error message 3
  Connecting to PC
  Error message 4
  C00D07C9
  Error message 5
  C00D07CA
  Error message 6
  C00D07CB

To troubleshoot this problem, follow the steps in the "General troubleshooting steps" section. For more information that is specific to the error message that you receive, see the "Specific troubleshooting steps" section.

General troubleshooting steps

1. Update the Zune software on the computer. To do this, follow these steps:
   1. Start the Zune software.
   2. Click Settings, and then click software.
   3. Click GENERAL, and then click CHECK FOR UPDATES.
2. Update the device software to the current version. To do this, connect the Zune device to a computer that has the current Zune software installed, and then update the device software to the current version. For more information, 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
3. Restart the Zune device. To restart the Zune device, set the Hold switch to the unlocked position, and then press and hold the Back
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   button at the same time as you press the top of the Zune pad. When the Zune device begins to restart, release the buttons.
   
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4. Try to configure wireless sync again. To do this, click settings, click device, and then click WIRELESS SYNC. Then, follow the steps on the screen.
5. 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
6. Restart the computer, and then try to synchronize the Zune device again.
7. Make sure that the Zune device is sufficiently charged, or that it is connected to a power source. For more information, 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
8. Move the Zune device closer to the wireless router to increase the signal strength.
9. Position the wireless router or the access point in a central location. If the router or the access point is against an outside wall, the wireless signal may be weak on the opposite side of the building.
10. Try to synchronize the Zune device again. The Zune device may find the network on the second try.
11. To determine whether the issue is caused by the Zune software or by the wireless configuration, synchronize the Zune device by using a USB cable.
12. Wireless synchronization is intended to incrementally add content to a Zune device. If you are synchronizing the Zune device for the first time, or if you are synchronizing lots of data, the synchronization process may take a long time. If you synchronize wirelessly, data is synchronized at speeds up to 54 megabytes (MB) per second. If you synchronize content over a USB 2.0 connection, data is synchronized at speeds up to 480 MB per second.
13. Unlock the screen, if the lock is enabled. You must enter your personal 4-digit unlock code before you connect your Zune device to wireless sync with the computer.
14. Verify that the wireless router is tested to work with Zune devices. To view a list of routers that are known to be compatible with Zune devices, visit the following Zune Web site:
    http://www.zune.net/support/usersguide/musicvideospictures/routers.htm (http://www.zune.net/support/usersguide/musicvideospictures/routers.htm)
    Note If the router is not on the list of compatible routers, you may still be able to wirelessly synchronize the Zune device. To continue troubleshooting this problem, see the Specific troubleshooting steps section.

Specific troubleshooting steps

"Looking for network" error message

1. Make sure that the wireless router is powered on.
2. Make sure that the computer can communicate with the router. For example, try to visit http://www.zune.net (http://www.zune.net) on the host computer.
3. Try to power cycle the router. To do this, disconnect the power cord from the router, wait 30 seconds, and then plug the power cord back in.
4. Make sure that the router SSID is set to broadcast mode.
5. Make sure that the network key or the pass phrase is correct.

"Connecting to network" error message

1. If the wireless router is configured to accept only clients that have specified media access control (MAC) addresses, you must add the MAC address of the Zune device to the list of clients on the router. To determine the MAC address of the Zune device, select settings, select wireless, and then select information.
2. Make sure that the access point or the router to which you connect is a DHCP server (Make sure that DHCP is turned on).
3. Try to reserve an IP address for the Zune device on the router.
4. Try to configure the device manually. To do this, follow these steps:
   1. Start the Zune software.
   2. Connect the Zune device to the computer.
   3. Click settings, click device, and then click WIRELESS SYNC.
   4. Click Set Up Wireless Sync, and then click Show Advanced Settings.
   5. Enter the name of the wireless network (SSID).
   6. Select a network type.
   7. Click Save Settings.
   8. Enter a network key or a pass phrase if you are prompted, and then click OK.
   9. Click Finish.
5. If you use a WEP-encrypted network, check whether it is running in "WEP Shared" mode or in "WEP Open" mode. Make sure that the mode that is listed on the router matches the mode for which the Zune device is configured. (This may require a manual setup as outlined in step 4.)
6. If the router has a "Turbo G" mode, a "G-only" mode, or a "B-only" mode, try to run the router in "mixed" mode. "Mixed" mode combines all modes in which the router can run.
7. If the router has a QoS setting, make sure that it is turned off.
8. If you are running a network with WPA TKIP+AES or with WPA2 TKIP+AES, try to use only WPA TKIP, WPA AES, or WPA2 AES. TKIP+AES networks can cause connection issues with certain wireless devices (including Zune devices).

"Connecting to PC" error message

1. Make sure that you have the appropriate firewall exceptions in the Windows Firewall and in any third-party firewalls that you are running.
   
   To add the Zune device to the exceptions list on a computer that is running Windows Vista, follow these steps:
   1. Click Start
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      , type firewall in the Start Search box, and then click Windows Firewall in the Programs list. If you are prompted for an administrator password or for confirmation, type your password or click Continue.
   2. Click Allow a program through Windows Firewall. If you are prompted for an administrator password or for confirmation, type your password or click Continue.
   3. On the Exceptions tab, click to select the Network Discovery check box and the Wireless Portable Devices check box, and then click OK.
   To add the Zune device to the exceptions list on a computer that is running Windows XP, follow these steps:
   1. Click Start, and then click Run. In the Open box, type firewall.cpl, and then click OK.
   2. On the Exceptions tab, click to select the UPnP Framework check box under Programs and Services, and then click OK.
   Note For most third-party firewalls, you must make an exception for "WUDF host process" or for similar processes. For information about how to configure an exception in the third-party firewall or security program, see the manufacturer's documentation for the program.
2. Make sure that the computer to which you are trying to wirelessly sync is connected to the router that you have configured your device to. The host computer must be connected to the router through a wireless connection or through a wired connection, and the device must be paired with both the host computer and the router to which it is connected.
3. If the host computer is connected wirelessly, try to connect it to the router through a wired connection, configure wireless sync again, and then try to wirelessly sync again.
4. Make sure that the router is set to enable UPnP notifications and UDP notifications.
5. If the router has a QoS setting, try to turn off the QoS setting, and then wirelessly sync again.
6. Verify that the necessary services are running. To do this, follow these steps:
   1. In Windows Vista, click Start
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      , type services.msc in the Start Search box, and then press ENTER. If you are prompted for an administrator password or for confirmation, type the password or click Continue.
      
      In Windows XP, click Start, and then click Run. In the Open box, type services.msc, and then press ENTER. If you are prompted for an administrator password or for confirmation, type the password or click Continue.
   2. Under Name, locate the following services, and then verify that the Startup type is set to Automatic. Additionally, verify that the Service status is set to Started.
      Windows Vista
      • SSDP Discovery
      • UPnP Device Host
      • Zune Wireless Configuration Service
      
      Windows XP
      • Universal Plug and Play Device Host
      • Zune Bus Enumerator
      • Zune Wireless Configuration Service
      
      
      Note If the Startup type is not set to Automatic, right-click the service that you want to configure, and then click Properties. On the Startup type menu, select Automatic, click Start, and then click OK. Additionally, you can try to restart the service if it is possible. To do this, right-click the service name, and then click Restart.
   3. On the File menu, click Exit to close the Services window.

"C00D07C9" error message

1. Try to configure the device manually. To do this, follow these steps:
   1. Start the Zune software.
   2. Connect the Zune device to the computer.
   3. Click settings, click device, and then click WIRELESS SYNC.
   4. Click Set Up Wireless Sync, and then click Show Advanced Settings.
   5. Enter the name of the wireless network (SSID).
   6. Select a network type.
   7. Click Save Settings.
   8. Enter a network key or a pass phrase if you are prompted, and then click OK.
   9. Click Finish.
2. Make sure that the SSID and your password are typed correctly when you configure the Zune device for wireless sync in the Zune software.

"C00D07CA" error message and "C00D07CB" error message

1. Make sure that the access point or the router to which you connect is a DHCP server (make sure that DHCP is turned on).
2. Try to reserve an IP address for the Zune device on the router.
3. If you are using two routers, make sure that the router to which you try to connect is the DHCP server.
4. For error message "C00D07CB" only: If you use WPA encryption or WPA2 encryption, and you use a 63-character network key, try to use a key that is shorter.

For more information about the Zune Wireless Sync feature, visit the following Zune Web site: Wireless sync is a feature that lets the Zune device connect and synchronize with your Zune software over your home wireless network instead of using high speed USB with the Zune sync cable.