Zune 30 Issue

skipdeez wrote the following post at 12-31-2008 5:25 PM:

Guys I just received a response from the team. Looks like this issue will resolve itself over the next 12-24hours, great news!

Here is the response (it's also on the first page):

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.

Peeps, if you do let your battery drain- DO NOT ATTEMPT TO CHARGE IT. I just tried the latter and ended up with it frozen YET AGAIN.

 JefTek wrote:

Mossy,

At this point should we be calling the 877-GET-ZUNE to register a trouble ticket?  Or should we wait for more information?

I keep trying to call, and when I say "AGENT" it tries to transfer me, but then tells me the call could not be completed.   I am sure they are overwhelmed, but at this point I'm not sure what good it will do to talk to them other than registering a ticket

 

Thanks!

I would suggest you NOT call at this point.  Zune Devs are aware of the issue and working on it.  You are only crowding the support lines and making life He11 for people having issues not related to this one.

Apple is the Paris Hilton of the IT world.

Bump  (Zune team posting....this could use a sticky)

Apple is the Paris Hilton of the IT world.

 tonkpills69 wrote:

its not a firmware issue what i want to know is how they plan to fix this problem because if your zune is frozen then you cant sync it so how can u update it. AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA I AM REALLY NOT HAPPY ABOUT MY ZUNE BEING ON ALL DAY LONG ITS GETTING REALLY WARM 

• It will use up the battery and shut down- I wouldn't worry much about overheating- that's an issue with charging. 
• And, it's almost certainly a firmware issue since it is happening simultaneously to many 30GB units.   
• There are key combos to fully erase the device, including the firmware, so there shouldn't be an issue updating 'frozen' units.

 tonkpills69 wrote:

did that really work to disconnect the battery

 QuarterRoy00 wrote:

 Dera Tristar wrote:

How many electronic devices do you think are built here... VERY FEW. This is a firmware issue, pure and simple. Lets see what MS comes up with for a fix, folk.

If it is a firmware issue, how come it only affects Zune 30s?

Becuase the Zune 30 has different hardware and therefore firmware than the others.  Don't confuse firmware and software.

Apple is the Paris Hilton of the IT world.

 tonkpills69 wrote:

how do you take it apart safely i dont want to damage any of the hardwarre on the inside

Step 1: Don't do it.

Step 2: Wait for a fix from MS.

Step 3: Be happy that you're not a lemming.