Hi guys,
I wanted to start a sticky thread to give you a place to discuss the issue with the Zune 30's freezing. Rather than hijacking other threads or creating tons of repeat threads, please post here if you want to discuss.
I will post any information I have in this thread as it becomes available. You can also monitor http://www.zune.net/en-US/support/default.htm for updates on the issue.
I can assure you that the team is working to understand and resolve the issue as soon as possible. My apologies to all of those that are affected by the problem. Thank you for your patience!
-Matt
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I just got an update from the team that I want to share with you. It looks like this issue will resolve itself over the next 24 hours. Please read the response below, there is also some Q&A at the bottom. Thank you all for your extreme patience with this!
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Early this morning we were alerted by our customers that there was a widespread issue affecting our 2006 model Zune 30GB devices (a large number of which are still actively being used). The technical team jumped on the problem immediately and isolated the issue: a bug in the internal clock driver related to the way the device handles a leap year. The issue should be resolved over the next 24 hours as the time change moves to January 1, 2009. We expect the internal clock on the Zune 30GB devices will automatically reset tomorrow (noon, GMT). By tomorrow you should allow the battery to fully run out of power before the unit can restart successfully then simply ensure that your device is recharged, then turn it back on. If you’re a Zune Pass subscriber, you may need to sync your device with your PC to refresh the rights to the subscription content you have downloaded to your device.
Customers can continue to stay informed via the support page on zune.net (zune.net/support).
We know this has been a big inconvenience to our customers and we are sorry for that, and want to thank them for their patience.
Q: Why is this issue isolated to the Zune 30 device?
It is a bug in a driver for a part that is only used in the Zune 30 device.
Q: What fixes or patches are you putting in place to resolve this situation?
This situation should remedy itself over the next 24 hours as the time flips to January 1st.
Q: What’s the timeline on a fix?
The issue Zune 30GB customers are experiencing today will self resolve as time changes to January 1.
Q: Why did this occur at precisely 12:01 a.m. on December 31, 2008?
There is a bug in the internal clock driver causing the 30GB device to improperly handle the last day of a leap year.
Q: What is Zune doing to fix this issue?
The issue should resolve itself.
Q: Are you sure that this won’t happen to all 80, 120 or other flash devices?
This issue is related to a part that is only used in Zune 30 devices.
Q: How many 30GB Zune devices are affected? How many Zune 30GB devices were sold?
All 30GB devices are potentially affected.
Matt AkersZune Product Team.: This posting is provided "as-is" with no warranties, and confers no rights :.
TheresaReels wrote:Thank you for clearing that up. Ok-should we remove from pc? leave it alone? close program? Please advise
You should be able to use the the PC software as normal, I would just disconnect the device from the computer and leave it be for the time being.
I'll update this thread as soon as I hear anything from the team.
skipdeez wrote: You should be able to use the the PC software as normal, I would just disconnect the device from the computer and leave it be for the time being. I'll update this thread as soon as I hear anything from the team.
Thanks Matt,
Is anyone working to get the phone support updated at this time? Probably a good idea as I'm sure call volumes are through the roof and staffing is minimal.
Matt Thyer
My Zune 30 just did it this morning. Can't get it to respond to restart or clear content button sequences. Help. Love this thing and would hate to lose it.
Probably need to send us all free Zune 80 replacements ASAP.
I noticed that when I leave it unplugged from the charger, the Zune logo disappeared, the screen went black. When I plugged it in the computer USB or put it on the dock the battery icon showed-up on the screen for a few minutes then go back to the frozen Zune Logo. What do we do? Do we unplug it from the charger or dock and leave it alone?
Please let me know!
M Fogelstrom