Known issues with the Zune software after you upgrade the operating system from Windows XP to Windows Vista

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Article ID: 952587 - View products that this article applies to.
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SYMPTOMS

After you upgrade the operating system from Windows XP to Windows Vista, you may experience the following problems with your Zune software and with your Zune device:
  • When you try to wirelessly sync the Zune device with the Zune software, you receive one the following error message on the Zune device.
    Error message 1
    Can't connect to pc. Make sure you are logged on
    Error message 2
    preparing to sync
  • When you try to wirelessly sync the Zune device with the Zune software, you receive the following error message on your computer:
    Device driver failed to install
  • When you try to sync to the Zune device, you experience the following problems:
    • You have to reassociate each device with the Zune software.
    • You have to re-create the sync groups that you had before you upgraded to Windows Vista.
    • You have to re-add monitored folders.
  • Problems with collection management. You have to resubscribe to podcasts.

THINGS TO TRY

When possible, we recommend that you back up any Zune Marketplace content before you perform the following steps. For more information about how to back up your content, click the following article number to view the article in the Microsoft Knowledge Base:
952590 How to back up content that you purchased from the Zune Marketplace
To resolve these problems, reinstall the Zune software. To do this, follow these steps.

Step 1: Perform a clean startup

  1. On a Windows Vista-based computer, click Start
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    start button
    , type msconfig 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.
  2. On the General tab, click Selective Startup.
  3. Under Selective startup, click to clear the Load startup items check box.
  4. On the Services tab, click to select the Hide all Microsoft services check box, and then click Disable all.
  5. Click OK, and then restart the computer.

Step 2: Uninstall the Zune software on the computer

  1. On a Windows Vista-based computer, make sure that the Zune device is not connected to the computer.
  2. Click Start
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    start button
    , type appwiz.cpl in the Start Search box, and then press ENTER.
  3. In the "Uninstall or change a program" window, click Zune, and then click Uninstall.
  4. Click Yes to remove the Zune software.
  5. If any of the following software is listed in the "Uninstall or change a program" window, remove that software from the computer:
    • Microsoft User-Mode Driver Framework Feature Pack 1.0
    • Windows Driver Package – Microsoft WPD
    • Windows Media Format 11 SDK
    • Windows Portable Devices
    Note If you receive an error message that states that there are program dependencies that block the removal of the software, do not remove that software. Microsoft User-Mode Driver Framework Feature Pack 1.0 and Windows Driver Package – Microsoft WPD are automatically installed when you run the Zune Setup program. If you must have the Windows Media Format 11 SDK installed, you can reinstall the software from the MSDN Windows Media Developer Center Web site after you install the Zune software.
  6. On the computer, open the following folder:
    C:\Program Files
  7. Locate and right-click the Zune folder, and then click Delete.

Step 3: Empty the Windows temporary folder

  1. Click Start
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    start button
    , type %temp% in the Start Search box, and then press ENTER.
  2. On the Organize menu, click Select All.
  3. On the Organize menu, click Delete. You receive the following message:
    Are you sure you want to move these <number> items to the Recycle Bin?
    Note <number> is the number of files in the temporary folder.
  4. Click Yes.

Step 4: Reinstall the Zune software

Download and then reinstall the current version of the Zune software. To do this, visit the following Zune Web site:
http://www.zune.net/setup
During the installation, the software prompts you to reconnect the Zune device.
Note To reinstall the Zune software, you must be logged on to the computer by using an account that has administrator rights.

Step 5: Return to the typical startup procedure

After the installation of the Zune software is complete, reconfigure the computer so that it uses the typical startup procedure. To do this, follow these steps:
  1. Click Start
    Collapse this imageExpand this image
    start button
    , type msconfig 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.
  2. On the General tab, click Normal startup, and then click OK.
  3. Restart the computer.

Properties

Article ID: 952587 - Last Review: February 9, 2009 - Revision: 2.0
APPLIES TO
  • Zune Digital Media Player
  • Zune software
Keywords: 
kbzunehardware kbtshoot kbpubtypekc kbzuneamericasportal kbexpertisebeginner KB952587

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