re: Zune 3.0 - Device not recognized by Zune software (non-driver issues)

I'm starting a new thread for folks that might encounter any issues with their Zune device not being recognized by the Zune software when they plug it into their computer. If you are having a problem with the device driver (Go to Device Manager: Click Start > Run > then type in devmgmt.msc and hit enter. Once there, if you look under portable devices, and Zune is there with a yellow exclamation point, you have a driver issue and should post in a different thread)

The old thread for this issue is locked (to keep the thread focused on problems with Zune 3.0) but can be viewed here:

http://forums.zune.net/203979/ShowPost.aspx

When you post here, please include the following:

Device type?

Operating system?

Specific issue you are having?

Exact steps you took before the issue occurred?

Things you have tried to fix the issue?

Did this work prior to the 3.0 release?

Hopefully you don't encounter an issue like this, but if you do, we'll be here to help.

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Matt Akers
Zune Product Team

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

I've been having this issue before and after the 3.0 update.

Device type?  Zune 16 (zune team v2 launch ship gift)

Operating system?  Vista Ultimate 32-bit

Specific issue you are having?  Device manager reports no issues, zune shows up fine... but software says Not Connected.

Exact steps you took before the issue occurred?  No particular root cause I can determine, simply started happening.

Things you have tried to fix the issue?  Pretty much everything except wiping the device, but the device connects fine to other computers.

Did this work prior to the 3.0 release?  No. It used to work with 2.5 and stopped working more than a month ago.

9/16/08

I've been having this issue before and after the 3.0 update.

Device type?  Zune 30

Operating system?  XP SP3

Specific issue you are having?  Device manager reports no issues, zune shows up fine... but software says Not Connected.

Exact steps you took before the issue occurred?  No particular root cause I can determine, simply started happening. I have been living with it by using wirless, but that stoped working as well. I did the firmware update on another computer thinking it would help but it didn't.

Things you have tried to fix the issue?  Delet drivers, removed Zune Software from PC and re-download new Zune software, Hard Formate on Zune, lots of soft formats.

Did this work prior to the 3.0 release?  No. It used to work with 2.5 and stopped working more than a month ago, I was able to get it to work somtimes using wireless.

Thank you for any help.

Update: 9/17/08

I don't know if this will help anyone but I downloaded this from Microsoft and it shows I am missing a few files but I don't know how to replace them. I have removed the Zune software and re-downloaded it like five times. Here's the link

Zune Device Sync Diagnostic Tool

http://www.microsoft.com/downloads/thankyou.aspx?familyId=f872e08b-27a2-4e1e-a0fe-862e4d6b901f&displayLang=en

 

Update: 9/17/08

This is from my report, I don't know how to get the files back.  I hope this helps. I would like to use my zune.

C:\WINDOWS\system32\ZuneUsbConnection.dll   (File Not Found)

C:\WINDOWS\system32\ZuneIpTransport.dll         (File Not Found)

C:\WINDOWS\system32\WdfCoInstaller01000.dll   (File Not Found)

Update: 9/18/08

This is odd, just when I was about to give up my Zune Software found my Zune. It turns out when I leave them connected for a very long time they connect and sync. I wish I could just plug sync and go and not have to take all day. Why tell me why?

 

I have the following

Zune 8Gb

Vista Ultimate 32bit

Zune software does not recgonize player, however system shows the safely remove hardware icon, and specifically names the zune as item to safely remove

I have tried everything except erasing everything on my zune.

This is the first time anything has happened, 2.5 worked beautifully.

Thankyou for your help

Kris

Device type? 80 GB

Operating system? Windows Vista

Specific issue you are having? When plugged into computer, Zune device is detected, but in Zune software it comes up with a grey exclamation point and I am unable to sync to Zune device.

Exact steps you took before the issue occurred? Install new software, Start Zune software, plug-in Zune device.

Things you have tried to fix the issue?  Plug in without Zune software running, Rebooting Zune device, Putting Device into Sleep-mode.

Did this work prior to the 3.0 release? I did not have this problem prior to 3.0 release, so yes.

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Ich hab' Keine Lust.

Device type? zune 30g

Operating system? xp sp3

Specific issue you are having? zune software not seeing zune

Exact steps you took before the issue occurred? i had just reformated my zune. before that it was intermintant ( before 3.0 )

Things you have tried to fix the issue? restarted computer and reformated zune. also tried multiple usb ports on my PC

Did this work prior to the 3.0 release? yes, on and off again.

 

P.S. / Edit: it started working, outta the blue.. not sure if my pc is just slow or the software was just runnin behind seeing my zune...

Device type? 30G

Operating system? Windows XP sp3

Specific issue you are having? Device not be recognized by Zune software.  Device manager reports no problems

Exact steps you took before the issue occurred? Nothing.  Just noticed today. Wasn't a problem before 3.0

Things you have tried to fix the issue? Multiple USB ports, checked device manager, restarted Zune software.  No luck.

To those of you who are still having this issue, can you try a good ol' fashioned reboot of the PC, then connect your device again?

If that doesn't work, can you try closing the Zune software, disconnecting your device, then renaming your Zunestore.sdf file to Zunestore.sdf.old, then relaunch Zune, and reconnect the device?

To note, this will effectively clear your database, so if this workaround doesn't work, just go back to your old database by renaming the Zunestore.sdf.old back to Zunestore.sdf, and delete the new instance of the Zunestore.sdf that was created when you launched Zune.

Instructions on how to find the Zunestore.sdf file:

Vista:

Click Start > Run... > Then type in "%localappdata%\Microsoft\Zune\"  (minus the quotes) and hit enter.

XP:

Click Start > Run... > Then type in "%userprofile%\Local Settings\Application Data\Microsoft\Zune\" (minus the quotes) and hit enter.

If that does not work, then you might try renaming the entire Zune folder, and see if that helps.

Let me know how it goes.

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Matt Akers
Zune Product Team

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

Device type? 30GB Zune

Operating system? Windows Vista

Specific issue you are having? The Zune software is not recognizing my Zune.  The Zune is charging when plugged into the cable, but it does not have the usual "connected" screen.

Exact steps you took before the issue occurred? Install new Zune update, start Zune software, plug in Zune device

Things you have tried to fix the issue? different USB ports, restarting Zune software

Did this work prior to the 3.0 release? yes

Try rebooting your PC, I have seen some of these issues resolved by simply doing that. I'm curious to see if that helps any of you. Let me know how it goes.

---

Matt Akers
Zune Product Team

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

I just got a zune 120, and already had a zune 80.  I'm using Windows XP, SP3.  Had no problems with the zune 80 prior to installing Zune 3.0.  Now it does not recognize the zune 80 or zune 120.  I spent 2 hrs with customer support last night.  We tried uninstalling and reinstalling zune (including using unzoone to make sure it was completely uninstalled).  We tried uninstalling and reinstalling WMP11.  We tried uninstalling and reinstalling the drivers, using different usb ports, resetting the zune, rebooting the computer (numerous times).  Device manager recognizes that I have a zune connected, Zune 3.0 doesn't.  I now have an empty zune and no way to sync it.  They escalated my call up 2 different levels, and someone from MS is supposed to be calling me back with a better fix, but that will be several business days.  In the meantime I have to train for a half marathon with no music, and have a party at my house tonight, where I can't play any of my digital music.  Unbelievable.

I have a 30 gig zune and after I installed the new update my music will not play and it will not sync with comp. I am using windows vista . I have rebooted everything including my zune. Now I have no music on my player and it will not sync. with my comp. It shows it connected but will not sync..It worked great before the update.