Zune device not recognized - Problems with Zune device driver install - Code 10

If you are having a problem getting the Zune device driver to install on your system, and/or are receiving a code 10 error in device manager when you connect your Zune, please post here with your operating system, device type, and whether or not you were seeing this prior to the 2.5 update.

The first symptom of this error is that your Zune device is not shown in the Zune software when you connect it. If you go to device manager in Windows by going to the control panel and double clicking Device Manager. Also, you can hit the start button, click Run.... and type in devmgmt.msc and hit enter.

Once you are in device manager, scroll down to portable devices and expand it. If you see Zune there, and it has a yellow exclamation point, right click it and choose properties. Here you will see the error that you have, which is likely a code 10 "device cannot start error".

If you are getting a code 10 device driver error, try this:

1. Open an elevated command prompt 

 

    a. Click on the Start/Vista button on the lower left and type "cmd.exe" (without the quotes). Don't hit Enter yet.

    b. Once cmd.exe shows up under Programs on the top part of the Start menu, right-clink on it and choose "Run as administrator"

 

2. Inside the newly opened command window, navigate to the Windows' system32 directory:

 

cd /d %windir%\system32

 

3. Now try registering a few DLLs by using the regsvr32.exe tool that comes with Windows:

 

regsvr32 ZuneMTPZ.dll

regsvr32 ZuneUsbTransport.dll

regsvr32 ZuneUsbConnection.dll

regsvr32 ZuneIpTransport.dll

 

For each of these 4 commands, you should see a window pop up saying that the registration went successfully. If not, please make sure you are running those commands from within the elevated command prompt (please review step 1).

 

That's it. Once that's done, unplug your device, plug it back in and see if the code 10 goes away.

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You can also try uninstalling the Zune device driver from within device manager, then search for new hardware so that it will attempt to do a full reinstall of the driver. Some users have reported that uninstalling and reinstalling the device driver multiple times can resolve this issue.

Please post any other suggestions you have if you had this issue and were able to get it working. We are investigating this issue and trying to find a root cause.

Thanks!

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Matt Akers
Zune Product Team

.: This posting is provided "as-is" with no warranties, and confers no rights :. 

Please also see Solar's suggestions in the beginning of this thread:

http://forums.zune.net/2/1/203979/ShowPost.aspx#203979

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Matt Akers
Zune Product Team

.: This posting is provided "as-is" with no warranties, and confers no rights :. 

Both of these methods should work for a variety of Code errors that involve getting your computer to recognize that your Zune is connected to it again. If you receive something other than a Code 10 error, you can look it up by reading Microsoft Support Article 953933. You'll notice that all the codes have their own solutions but either of these two posts should solve most of them. Even if you do not receive a code error there are some steps to try in the Troubleshooting section. Make sure to close the Zune software before attempting this procedure.

1. With your Zune connected to your computer, open the Device Manager to see what the problem is.

• If you're running Windows XP, open the Run program and enter: devmgmt.msc
• If you're running Windows Vista, search for devmgmt.msc from the start menu

2. From there navigate to 'Portable Devices.' If it is not already extended, double click 'Portable Devices' to extend the device heading.

• You should see your Zune device and it should have a yellow icon with an exclamation mark, similar to the one in the 6to4 Adapter in this picture. (picture)
• Double click the Zune icon. This will display the Zune Properties window. The code error will present itself in the 'Device Status' box. (picture)
  • If you do not see an error code but still cannot get the software to recognize your device, skip to Troubleshooting
    

3a. Take note of the error code and follow the instructions in the 'Device Status' box. For more information on your code navigate to MS Support Article 953933.
OR
3b. See if your problem is fixed by uninstalling and reinstalling the Zune device driver.

• To uninstall the Zune driver, select the 'Driver' tab of the Zune Properties window and choose the 'Uninstall' option. (picture - note the circled areas)
  • Do not select the option to delete the driver (picture)
    
• Disconnect and reconnect your Zune device.Windows should automatically recognize it and start installing drivers.
  • In Vista the 'Found New Hardware' option may appear, choose "Locate and install driver software" (picture)
    
  • If Windows does not automatically reinstall your Zune device drive, run hdwwiz.cpl the same way that you ran devmgmt.msc in step 1 and follow the Add Hardware, telling it to search automatically. (picture)
  • If at the end of either of these processe you computer still fails to automatically install the Zune drivers point the respective wizzards to: C:\Program Files\Zune\Drivers\Zune

After you have reinstalled your Zune device drivers, reopen the software to see if your device is recognized.


Troubleshooting (only try these steps if the above did not work)

• Restart your Zune (procedure)
  
• Restart your PC
  
• Try steps 1-3 again
• Uninstall and reinstall the software using this download package (link) -- General Note: Uninstalling will remove the drivers from the 'C:\Program Files\Zune\Drivers\Zune' directory
  
• Make sure you're using a full powered USB 2.0 Port (back of your PC), and not a USB hub
• Try a different sync cable
• Disable USB 2.0 <-- If this works be sure to post your success below
• MS Support Article 944909

Finally, if something worked, be sure to reply with what solution helped you.

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Zune MVP
Contributor, http://www.insidethecircle.net

Thanks Solar! You make a great point, if folks get their issue resolved, please let us know what it was that fixed the issue.

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Matt Akers
Zune Product Team

.: This posting is provided "as-is" with no warranties, and confers no rights :. 

system: Vista

I have a new computer and I don't have a section in my device manager for portable devices. Is there something I can do? at this point I would welcome a device error. I've plugged the cord into several of the USB ports.

Registering the .dll's did not work for me.  Neither have any of the other fixes.  I am using Vista.  When I first installed v2.3 my zune connected and I got songs on it.  Right at the end of syncing for the first time the zune disconnected by itself and I had been unable to reconnect.   After installing v2.5 my zune connected again.  Shortly after it disconnected on its own, again, and has not connected since.  I can sometimes wirelessly connect, but I get syncing issues (software doesn't recognize what is on my zune). 

When I connect my zune to my computer now nothing happens.  The cord and zune have been tested on other (XP) machines.  Everything works on them.  I am not using a hub and have tried all other usb ports.  No other device I own has this problem.  I have used "add hardware" to force installation of the drivers, but then I get the code 10 error.  In the event viewer it appears as this "MTP WPD Driver has failed to start. Error 0x80070005."  I did the "Solar" fix of unistalling in the device manager, but upon restarting Windows does not recognize my device.

Is this what capitalist America has come to?  Creating a product that has beautiful artwork and market it towards youth only to have it work 10% of the time?  Zune and Microsoft accept no responsibilty after they have our money and offer only fundamental advice that fixes nothing.  I never had any problems with my Rio, Samsung, or Creative mp3 players.  Is technology moving backwards?  Is it more important to have a product that looks fresh and slick than have it actually work?  Whatever you guys are working on there you'd better get it fixed fast.  I chose you over Ipod and this is the thanks I get?.....sorry for the rant, but it seems like way too many customers are having issues with their Zunes.  This is really unacceptable.  Anyone out there interested in having a big bonfire and throwing our Zunes in it??  : )

-CMFDX

 Yeah neither of that stuff has worked for me either.  I have vista sp1 and up until maybe 1 month and a half ago it would sync fine but all of the sudden it Started intermittentedly coming up with the code 10 but it would sync fine if would unplug the usb cable and reinsert the cable.  now it will only sync if i uninstall the drivers and reinstall them but only for about a minute than in the middle of syncing it will disconnect with the code 10 i was barely able to update to v2.5 during that short time period and still nothings changed.  I've tried all the usb slots on my laptop and no difference with any of them.

Yeah CMFDX is right ive never had any trouble like this with any of my other mp3 players or even my ipod im about ready to go back to apple unless they fix it soon especially since this isn't the first time it happened.  It happened the first time on XP when they first changed the Zune Program and u had to update the firmware i think it was like v2.0.  It would detect it because it needed the updated firmware but the stupid program kept giving me an error message saying that it couldn't update the firmware.  But at least that was fixed after a couple of weeks this is rediculaous that i can't sync my zune to my pc but i can sync it to my 360.  Im all for the bonfire right now I bet you Bill Gates is laughing at all of us right now over all of this.

Said it before but I'll state it here again.

OS: Vista non-SP1
Device: Zune 30
2.5 update was not the source of problem

After doing the first command, the three remaining commands got the error: "This file does not have a program associated with it for performing this action. Create and association in the Set Associations panel. [The system cannot execute the specified program.]"

I await further instruction.

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"Zune is at the beginning of a new music revolution." -KristianGabriel Opera 9.5 is now supported by the forums!

I am still not able to connect my zune to my computer.  When I plug in the sync cable, whether or not the software is open, I get the following flashing message box:  USB DEVICE NOT RECOGNIZED.  One of the USB devices attached to this computer has malfunctioned and Windows does not recognize it.  When I look under Device Manager, Portable Devices is not an option.  Under USB Controllers there is an Unknown Device.  When I click on it, it says there are no drivers loaded for this device.  When I try to do a driver update, it tells me the wizard could not find a better match for the hardware than what is installed.  What?????  Please help, this is terribly frustrating.  I have 2 USB ports on the front of the computer, none on the back, and neither of them are working for the Zune.  However, they do work perfectly with my other USB devices.  When I checked the Zune bus enumerators and tried to update those drivers, I got the same message that there wasn't a better match than what was loaded.

Just found a code 45 for the unknown device under USB devices.  What does this mean and what do I need to do?  Reconnecting the device, which is what MS support says to do, does not solve the problem. 

 TracysTunz wrote:

I am still not able to connect my zune to my computer.  When I plug in the sync cable, whether or not the software is open, I get the following flashing message box:  USB DEVICE NOT RECOGNIZED.  One of the USB devices attached to this computer has malfunctioned and Windows does not recognize it.  When I look under Device Manager, Portable Devices is not an option.  Under USB Controllers there is an Unknown Device.  When I click on it, it says there are no drivers loaded for this device.  When I try to do a driver update, it tells me the wizard could not find a better match for the hardware than what is installed.  What?????  Please help, this is terribly frustrating.  I have 2 USB ports on the front of the computer, none on the back, and neither of them are working for the Zune.  However, they do work perfectly with my other USB devices.  When I checked the Zune bus enumerators and tried to update those drivers, I got the same message that there wasn't a better match than what was loaded.

Just found a code 45 for the unknown device under USB devices.  What does this mean and what do I need to do?  Reconnecting the device, which is what MS support says to do, does not solve the problem. 

Have you tried rebooting your device, or reformatting it?

http://forums.zune.net/231510/ShowPost.aspx

You may also want to follow Solar's post above ( http://forums.zune.net/94837/ShowPost.aspx )regarding disabling USB 2.0 support (or enhanced USB host controller). I'm surprised that you don't have any USB ports on the back of your computer, the front ports are not always reliable, which is why we suggest using the ports on the back of the machine.

You may also want to try a different sync cable for your Zune (could be a bad cable since other devices can connect), or try it in a different computer and see if it works there.

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Matt Akers
Zune Product Team

.: This posting is provided "as-is" with no warranties, and confers no rights :. 

Everything seems to be working well now!  Thanks!!!!  I simply rebooted the device and that seemed to fix the problem.  Thanks again!!!!

Matt, that helps people with code 45 errors, but this thread is meant for people with code 10 errors.  Do you and the Zune product team have anything helpful for us, or are you only responding to the problems with easy answers?

-CMFDX