This article describes what to do when the Zune device is not detected by the Zune software. It contains steps to follow depending on the error code that you receive.
When you connect the Zune device to the Zune software, the device is not detected. Additionally, Device Manager may show a problem in the hardware tree under Computer. A device that has problems is marked with one of the following symbols:
A black exclamation point (!) on a yellow field indicates that the device is in a problem state but can be functioning.
A red "X" indicates a disabled device. A disabled device is a device that is physically present in the computer and is using resources, but does not have a protected-mode driver loaded.
A blue "i" on a white field on a device resource in Computer properties indicates that the "Use automatic settings" feature is not selected for the device and that the resource was manually selected. This symbol does not indicate a problem or disabled state.
You may also receive a problem code explaining the problem that is displayed for the device.
To resolve this issue, see "Specific troubleshooting steps" and "Typical troubleshooting steps." Before you begin the step, you should restart your player. To do this, follow the instructions for your model of the player:
Zune HD Player
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. 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.
Try the resolutions that are listed for the error code that you receive:
Code 1
This device is configured incorrectly. (Code 1)
Cause: This device has no drivers installed or is configured incorrectly.
Resolution:
Reinstall or update the Zune driver. See "Typical troubleshooting steps."
On Windows Vista, make sure that the "Windows Update" service is running:
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 are prompted for an administrator password or for confirmation, type the password or click Continue.
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.
On the File menu, click Exit to close the Services window.
Code 3
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 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.
Code 10
This device cannot start. (Code 10)
Cause: Code 10 is a default error code that Device Manager generates when the operating system cannot determine which specific error code to return when a problem occurs. For example, 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:
Update the Zune driver. See "Typical troubleshooting steps."
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.
Make sure that you have the latest Windows service pack installed. You will achieve better reliability in various scenarios by installing this update.
For more information about the latest Windows Vista and Windows XP service packs, 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
Use Microsoft Update to install the latest updates for Windows. To do this, visit the following Microsoft Web site:
Use Event Viewer to determine any driver initialization failures. This is significant because the Zune driver depends on other Windows services, such as WPDClassInstaller and WPD-MTPClassDriver, to start successfully. To do this, follow these steps:
Start Event Viewer:
On 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 are 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.
In the console tree, expand Windows Logs, and then select System.
In the details pane, look for warnings or errors on driver initialization events.
Double-click the event that you want to view.
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.
Code 14
This device cannot work properly until you restart your computer. (Code 14)
Resolution: Restart the computer.
Code 18
Reinstall the drivers for this device. (Code 18)
Resolution: Reinstall the drivers for this device. See "Typical troubleshooting steps."
Code 19
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 cannot be obtained from the service subkey.
Resolution:
On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.
Click Uninstall, and then click Scan for hardware changes to load a usable driver.
Restart the computer in safe mode, and then select Last Known Good Configuration. This reverts the registry back to the most recent successful configuration.
Code 21
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.
Code 22
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.
Code 24
This device is not present, is not working properly, or does not have all its drivers installed. (Code 24)
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.
Code 28
The drivers for this device are not installed. (Code 28)
Cause: This error may occur if one or more of the following conditions are true:
You have not installed the correct driver for the device.
The Windows Portable Devices Media Transfer Protocol file (Wpdmtp.inf) is not available in your \Windows\INF directory.
Note The Windows Portable Devices Media Transfer Protocol is required by the Zune driver installation.
Resolution:
If you cannot find the Windows Portable Devices Media Transfer Protocol component, contact the manufacturer of the computer for help reinstalling this component.
Reinstall the Zune driver. See "Typical troubleshooting steps" section.
Code 31
This device is not working properly because Windows cannot load the drivers required for this device. (Code 31)
Resolution: Reinstall or update the Zune driver. See "Typical troubleshooting steps."
Code 32
A driver (service) for this device has been disabled. An alternate driver may be providing this functionality. (Code 32)
Cause: The start type for this driver is set to "disabled" in the registry.
Resolution:
Update the Zune driver. See "Typical troubleshooting steps."
On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.
Code 37
Windows cannot initialize the device driver for this hardware. (Code 37)
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.
Code 38
Windows cannot load the device driver for this hardware because a previous instance of the device driver is still in memory. (Code 38)
Cause: The driver could not be loaded because a previous instance is still loaded.
Resolution:
Restart the computer.
On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.
Code 39
Windows cannot load the device driver for this hardware. The driver may be corrupted or missing. (Code 39)
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:
Update the Zune driver. See "Typical troubleshooting steps" section.
On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.
Code 40
Windows cannot access this hardware because its service key information in the registry is missing or recorded incorrectly. (Code 40)
Cause: Information in the registry's service subkey for the driver is not valid.
Resolution:
Update the Zune driver. See "Typical troubleshooting steps."
On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.
Code 41
Windows successfully loaded the device driver for this hardware but cannot find the hardware device. (Code 41)
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:
Update the Zune driver. See "Typical troubleshooting steps" section.
On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.
Code 42
Windows cannot load the device driver for this hardware because there is a duplicate device already running in the system. (Code 42)
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.
Code 44
An application or service has shut down this hardware device. (Code 44)
Resolution:
Restart the computer.
On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.
Code 45
Currently, this hardware device is not connected to the computer. (Code 45)
Resolution: To resolve this problem, reconnect this Zune device to the computer.
Code 46
Windows cannot gain access to this hardware device because the operating system is in the process of shutting down. (Code 46)
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.
Code 47
Windows cannot use this hardware device because it has been prepared for safe removal, but it has not been removed from the computer. (Code 47)
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 has not 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.
Code 48
The software for this device has been blocked from starting because it is known to have problems with Windows. Contact the hardware vendor for a new driver. (Code 48)
Resolution:
Update the Zune driver. See "Typical troubleshooting steps."
On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.
Code 49
Windows cannot start new hardware devices because the system hive is too large (exceeds the Registry Size Limit). (Code 49)
Resolution: To resolve this problem, first try uninstalling any hardware devices that you are no longer using. If that does not resolve this problem, you will 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
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