Troubleshoot errors when the Zune software doesn’t detect a Zune player or Windows Phone

This article describes what to do when the Zune player or a Windows Phone is not detected by the Zune software. You'll receive a series of steps to follow, depending on the error code that you receive.

The solutions listed here are as follows:

1. Check to see whether you have an error in the Device Manager.
2. Use the Microsoft "Fix It" solution.
3. Look up the corresponding error code and follow the resolution steps.

Check for errors in Device Manager

First, check whether you have an error in Device Manager:

1. Make sure that you have the latest version of the Zune software installed. To install the latest version, visit http://www.zune.net/setup (http://www.zune.net/setup) .
2. Connect your phone or Zune to your computer by using the USB cable that was included with your device.
3. On your computer, click Start, right-click Computer, and then click Properties.
4. Click Device Manager.
5. Click your computer name at the top of the window, and then on the Action menu, click Scan for hardware changes.
6. Your connected Windows Phone or Zune player should be listed under "Portable Devices."
7. Double-click the device and view the General tab.
8. Check the device status to confirm whether the device is working correctly or not. Some examples include the following:

If your device is not displayed at all in Device Manager or if your device status indicates that your device is working correctly (Example 1), but it's still not detected by the Zune software, follow the steps in the following KB articles:

• 2410180  (http://support.microsoft.com/kb/2410180/ ) My computer and/or the Zune software do not detect Windows Phone 7
• 944909  (http://support.microsoft.com/kb/944909/ ) Your Zune device is not detected by your computer or the Zune software

If the device status indicates that there is a problem, note the error code indicated and continue to troubleshoot this issue by using the steps found here.


Fix it for me

You may be able to resolve this problem automatically. Click the Diagnose and fix this problem link. Then, click Run in the File Download dialog box and follow the steps in this wizard.

Diagnose and fix this problem
Microsoft Fix it 20024

Notes

• This wizard may be in English only; however, the automatic fix also works for other language versions of Windows.
• If you're currently not using the computer that has the problem, you can save the automatic fix to a flash drive or a CD from the computer you're on. You can then run the fix on the problem computer later.

List of error codes

If you continue to receive an error code, try one of the resolutions listed by clicking the error code here:

This device is configured incorrectly. (Code 1)

Cause: This device has no drivers installed or is configured incorrectly.

Resolution:

1. Remove and reinstall the device driver.
2. On Windows 7 or Windows Vista, make sure that the "Windows Update" service is running:
   1. Click Start
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      , type services in the Start Search box, and then select Services in the Programs list.
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      If you're prompted for an administrator password or for confirmation, type the password or click Continue.
3. Under Name, locate the Windows Update service. Verify that the Service status is set to Started. If it is not started, click Start, and then click OK.
4. On the File menu, click Exit to close the Services window.

The driver for this device might be corrupted, or the system may be running low on memory or other resources. (Code 3)

Cause: The driver is corrupted, or the computer has insufficient memory to run the device.

Resolution:

• In case the driver is corrupted, uninstall the driver, and then scan for new hardware to install the driver again. To scan for new hardware, click the Action menu in Device Manager, and then select Scan for hardware changes.
• If the computer has insufficient memory to run the device, you can close some programs to make memory available. To check memory and system resources, follow these steps:
  • On Windows 7 or Windows Vista, right-click Computer, click Properties, click Advanced system settings, and then click Settings in the Performance field.
  • On Windows XP, right-click My Computer, click Properties, click the Advanced tab, and then click Settings in the Performance field.
• You may have to install additional random access memory (RAM). On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

This device cannot start. (Code 10)

Cause: Code 10 is a default error code that the Device Manager generates when the operating system can't determine which specific error code to return when a problem occurs. For example, the Device Manager may generate a Code 10 error when hardware devices are accessed by a user or by software that is installed on the computer.

Resolution:

1. Remove and reinstall the device driver.
2. Make sure that the device is enabled in Device Manager. To enable the device, right-click the device in Device Manager, and then click Enable Device. This step starts the Enable Device wizard.
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: http://update.microsoft.com/microsoftupdate (http://update.microsoft.com/microsoftupdate)
   
4. Use Event Viewer to determine any driver initialization failures. This is significant because in order to start successfully the Zune driver depends on other Windows services, such as WPDClassInstaller and WPD-MTPClassDriver. To do this, follow these steps:
   1. Start Event Viewer:
      • On Windows 7 or Windows Vista, click Start
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        , type eventvwr.exe in the Start Search box, and then press ENTER.
        
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        If you're prompted for an administrator password or for a confirmation, type the password, or click Continue.
      • On Windows XP, click Start, click Run, type eventvwr.exe, and then press ENTER.
   2. In the console tree, expand Windows Logs, and then select System.
   3. In the details pane, look for warnings or errors on driver initialization events.
   4. Double-click the event that you want to view.
   5. For more information about the error, click Event Log Online Help. If you want more help with Windows services, contact the manufacturer of the computer.
5. Remove LIBUSB, if it's present:
   1. Disconnect the Zune player or phone from the computer.
   2. Click Start, type appwiz.cpl in the Start Search box, and then press ENTER.
   3. In the Uninstall or change a program dialog box, click USBLIB or LIBUSB win32, and then click Uninstall.
   4. Click Yes to remove it.
   5. Reconnect the Zune player or phone.

If you continue to receive error code 10, the issue may be caused by two Windows registry entries that have become corrupted. To fix the problem, you'll have to use Registry Editor to delete the corrupted Registry entries. See Fixing registry errors.

This device cannot work properly until you restart your computer. (Code 14)

Resolution: Restart the computer.

Reinstall the drivers for this device. (Code 18)

Resolution: Remove and reinstall the device driver.

Windows cannot start this hardware device because its configuration information (in the registry) is incomplete or damaged. To fix this problem you can first try running a Troubleshooting Wizard. If that does not work, you should uninstall and then reinstall the hardware device. (Code 19)

Cause: A registry problem was detected. This error may occur if one or more of the following conditions are true:

• More than one service is defined for a device.
• There is a failure opening the service subkey.
• The driver name can't be obtained from the service subkey.

Resolution:

1. On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.
2. Click Uninstall, and then click Scan for hardware changes to load a usable driver.
3. Restart the computer in safe mode, and then select Last Known Good Configuration. This will revert the registry back to the most recent successful configuration.

If you continue to receive error code 19, the issue may be caused by two Windows registry entries that have become corrupted. To fix the problem, you'll have to use Registry Editor to delete the corrupted Registry entries. See Fixing registry errors.

Windows is removing this device. (Code 21)

Resolution: Wait several seconds, and then refresh the Device Manager view. If the device appears, restart the computer.

This device is disabled. (Code 22)

Cause: The device is disabled because a user disabled it by using Device Manager.

Resolution: On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.


Cause: This error may occur if one or more of the following conditions are true:

• There is a hardware problem, or a new driver might be needed.
• Devices stay in this state if they have been prepared for removal. After you remove the device, this error disappears.

Resolution: In Device Manager, click Troubleshoot on the General Properties tab of the device to start the Troubleshooting Wizard.


Cause: This error may occur if one or more of the following conditions are true:

• You haven't installed the correct driver for the device.
• If you have a Samsung Focus and have and app called "Diagnosis" installed, ensure your phone is configured with the correct USB Settings. To check this:
  • Tap Diagnosis from your app list.
  • Enter code *#7284#.
  • Check that the setting for USB Path Control is set to Zune Sync. If it is set to another setting, tap Zune Sync and then tap Ok to confirm the change. Otherwise, press the back button to close the app.
• The Windows Portable Devices Media Transfer Protocol file (Wpdmtp.inf) isn't available in your \Windows\INF directory.
  Note: The Windows Portable Devices Media Transfer Protocol is required by the Zune driver installation.

Resolution:

1. If you can't find the Windows Portable Devices Media Transfer Protocol component, contact the manufacturer of the computer for help reinstalling this component.
2. Remove and reinstall the device driver.

Resolution: Remove and reinstall the device driver.


Cause: The start type for this driver is set to "disabled" in the registry.

Resolution:

• Remove and reinstall the device driver.
• On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: The driver returned failure from its DriverEntry routine.

Resolution:

• Uninstall the driver, and then click Scan for hardware changes to reinstall or upgrade the driver.
• On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: The driver could not be loaded because an earlier version is still loaded.

Resolution:

• Restart the computer.
• On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: This error may occur if one or more of the following conditions are true:

• The driver is not present.
• A binary file is corrupted.
• A file I/O problem occurred.
• A driver references an entry point in another binary file that could not be loaded.

Resolution:

• Remove and reinstall the device driver.
• On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: Information in the registry's service subkey for the driver is not valid.

Resolution:

• Remove and reinstall the device driver.
• On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: A driver was loaded, but Windows cannot find the device. This error occurs when Windows does not detect a device that is not a Plug and Play device.

Resolution:

• Remove and reinstall the device driver.
• On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: A duplicate device was detected. This error occurs when a bus driver incorrectly creates two identically named "children" (bus driver error) or when a device with a certain serial number is discovered in a new location before it is removed from the old location.

Resolution:

• Restart the computer.
• On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: One of the drivers controlling the device notified the operating system that the device failed in some manner.

Resolution: On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.


Resolution:

• Restart the computer.
• On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Resolution: To resolve this problem, reconnect this Zune device to the computer.


Cause: The system is shutting down. This error code is only generated when Driver Verifier is enabled and all applications have already been shut down.

Resolution: No resolution is necessary. The hardware device should work correctly the next time that you start the computer.


Cause: The device has been prepared for ejection from the computer. This error code occurs only if the user used the Safe Removal tool to prepare the device for removal or pressed a physical eject button. Restarting the computer brings the device online if the device hasn't been disconnected/ejected.

Resolution:

• Unplug the device from the computer, and then plug the device in again. Or, restart the computer to make the device available.
• On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Resolution:

• Remove and reinstall the device driver.
• On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Resolution: To resolve this problem, first try uninstalling any hardware devices no longer in use. If that doesn't resolve this problem, you'll have to reinstall Windows.

For more information about how to reinstall Windows XP and Windows Vista, click the following article numbers to view the articles in the Microsoft Knowledge Base:

316941  (http://support.microsoft.com/kb/316941/ ) How to install or upgrade to Windows XP

918884  (http://support.microsoft.com/kb/918884/ ) How to install Windows Vista



How to remove and reinstall Zune drivers

Many error codes can be fixed by removing and reinstalling the Zune drivers. Here's how:

1. Click Start, right-click Computer, and then click Properties. (My Computer in Windows XP.)
2. Click Device Manager. (In Windows XP, this can be found under the Hardware tab.)
3. Expand Portable Devices.
4. Right-click your device and then click Uninstall.
5. If it is displayed, click to select Delete the driver software for this device and then click OK.
6. Click the root computer icon, and then click Scan for hardware changes on the Action menu.
7. Open Portable Devices, double-click your Windows Phone 7, and then click the Driver tab.
8. Click Update Driver.
9. Click Browse my computer for driver software.
10. Click Browse, locate the Program Files/Zune/Drivers folder on your computer, and then click OK.
11. Click Next and if you're prompted, click Install.
12. After the driver installation is complete, click Close two times to exit the Device Manager. If you're prompted to do this, restart your computer.

Fixing registry errors

In order to work with the Registry, you must be logged on to Windows as an administrator. Here's how to see whether you're an administrator on your version of Windows:

• Windows 7 or Vista: Click Start, click Control Panel, click User Accounts, and then click Change account type (Windows 7) or Add or remove user accounts (Vista). You'll see a window that lists all administrators.
• Windows XP: Click the Start button, click Control Panel, and then click User Accounts. You'll see a window that lists all administrators.

Important The following steps tell you how to change the registry. It’s important to follow them carefully in order to avoid any problems that can happen if you change the registry incorrectly. For added protection, back up the registry first, so you can restore it if a problem occurs.

For more information about how to back up and restore the registry, see the following article in the Microsoft Knowledge Base:

Back up the registry on Windows 7 (http://windows.microsoft.com/en-us/windows7/Back-up-the-registry)
Back up the registry on Windows Vista (http://windows.microsoft.com/en-US/windows-vista/Back-up-the-registry)
322756  (http://support.microsoft.com/kb/322756/ ) How to back up and restore the registry in Windows XP

Here's how to edit the registry on your computer for your version of Windows:


Windows 7 or Vista

1. Click Start , and then click All Programs.
2. Click Accessories, and then click Run.
3. Type regedit, and then click OK. If you're prompted for an administrator password or for a confirmation, type the password, or click Allow.
4. In the navigation pane, locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{EEC5AD98-8080-425F-922A-DABF3DE3F69A}
5. In the right pane, click UpperFilters.
   Note: You may also see an UpperFilters.bak registry entry. You don't have to remove that entry. Click UpperFilters only. If you don't see the UpperFilters registry entry, you still might have to remove the LowerFilters registry entry. To do this, go to step 8 in this section.
6. On the Edit menu, click Delete.
7. When you're prompted to confirm the deletion, click Yes.
8. In the right pane, click LowerFilters.
   Note: If you don't see the LowerFilters registry entry, unfortunately this content cannot help you any further.
9. On the Edit menu, click Delete.
10. When you're prompted to confirm the deletion, click Yes.
11. Exit Registry Editor.
12. Restart your computer.
    

Windows XP

1. Click Start, and then click Run.
2. In the Open box, type regedit, and then click OK.
3. In the navigation pane, locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{EEC5AD98-8080-425F-922A-DABF3DE3F69A}
4. In the right pane, click UpperFilters.
   Note: You may also see an UpperFilters.bak registry entry. You don't have to remove that entry. Click UpperFilters only. If you don't see the UpperFilters registry entry, you still might have to remove the LowerFilters registry entry. To do this, go to step in this section.
5. On the Edit menu, click Delete.
6. When you're prompted to confirm the deletion, click Yes.
7. In the right pane, click LowerFilters.
   Note: If you don't see the LowerFilters registry entry, unfortunately, this content cannot help you any further.
8. On the Edit menu, click Delete.
9. When you're prompted to confirm the deletion, click Yes.
10. Exit Registry Editor.
11. Restart the computer.