re: ...can't access important data on your Zune. (3.1)

Just today I did the update to 3.1. After it all finished successfully, I unplugged my Zune and realized I wanted to sync something more to it, so I plugged it back in and got this message:

"The Zune software can't access important data on your Zune. Try disconnecting and reconnecting it. If the problem persists, contact customer support."

I've obviously disconnected it, restarted everything, and reconnected it, but it's still not working. What's going on?!

I can use the Zune software and player separately just fine, but I can't get them to work together.


Edit: I can sync just fine wirelessly, but this won't work if I bring my laptop somewhere else, because I won't be able to set it up without physically connecting it first.

You need to reformat the Zune and resync all your music.  That will fix the problem for sure!  You can reformat by going to settings, device, and sync options.  Scroll down on the right side of the page and click on Erase All Content.

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Product:     Zune Originals HD 32GB Platinum
Gamertag:  Nisshoku1981 

Xbox  さん ろく まる

 Nisshoku1981 wrote:

You need to reformat the Zune and resync all your music.  That will fix the problem for sure!  You can reformat by going to settings, device, and sync options.  Scroll down on the right side of the page and click on Erase All Content.

Actually.. I read that somewhere, but that's kind of the problem. I can't get it to connect so I can do anything. When I plug it in, it charges and gives me the error message. Nothing more.


Edit: I found that on this page: http://support.microsoft.com/kb/950446?sd=zune
But like I said, I can't get it to connect so I can do that.

 Jlaborde7 wrote:

 Nisshoku1981 wrote:

You need to reformat the Zune and resync all your music.  That will fix the problem for sure!  You can reformat by going to settings, device, and sync options.  Scroll down on the right side of the page and click on Erase All Content.

Actually.. I read that somewhere, but that's kind of the problem. I can't get it to connect so I can do anything. When I plug it in, it charges and gives me the error message. Nothing more.


Edit: I found that on this page: http://support.microsoft.com/kb/950446?sd=zune
But like I said, I can't get it to connect so I can do that.

You can do it right on the device.  http://www.zuneboards.com/forums/gen-1/7754-some-very-important-key-combinations.html
But...MAKE SURE your USB connection to the zune is NOT the problem first. If it is, you will very likely still be unable to connect after wiping your zune...not good...
USB troubleshooting:  http://support.microsoft.com/default.aspx/kb/940705?sd=zune

 NSILMike wrote:

 Jlaborde7 wrote:

 Nisshoku1981 wrote:

You need to reformat the Zune and resync all your music.  That will fix the problem for sure!  You can reformat by going to settings, device, and sync options.  Scroll down on the right side of the page and click on Erase All Content.

Actually.. I read that somewhere, but that's kind of the problem. I can't get it to connect so I can do anything. When I plug it in, it charges and gives me the error message. Nothing more.


Edit: I found that on this page: http://support.microsoft.com/kb/950446?sd=zune
But like I said, I can't get it to connect so I can do that.

You can do it right on the device.  http://www.zuneboards.com/forums/gen-1/7754-some-very-important-key-combinations.html
But...MAKE SURE your USB connection to the zune is NOT the problem first. If it is, you will very likely still be unable to connect after wiping your zune...not good...
USB troubleshooting:  http://support.microsoft.com/default.aspx/kb/940705?sd=zune

AHA!
Reformatted it using the combination of buttons (which I knew, but could never get to work.. trick is to use them during the startup screen.), and the firmware is installing as I type this.

I'll post with the results once it's finished updating.

 Jlaborde7 wrote:

[snipped]
AHA!
Reformatted it using the combination of buttons (which I knew, but could never get to work.. trick is to use them during the startup screen.), and the firmware is installing as I type this.

I'll post with the results once it's finished updating.

Great!

I thought everything was going good. The firmware installed just fine, but I'm still having the same problem when trying to connect my Zune. I get the same error.
Any suggestions?

 Jlaborde7 wrote:

I thought everything was going good. The firmware installed just fine, but I'm still having the same problem when trying to connect my Zune. I get the same error.
Any suggestions?

That seems to be a new message (or one that has not been widely reported in the forums so far...)  So, I don't have any specific advice for you yet.
Try the obvious stuff of course (reboot the zune, reboot the PC...) but I doubt that will affect it.
Hmmm....
It just occured to me that you might want to reinstall the zune software.  If you do, uninstall it, then also run unzoone to get a really clean uninstall.
(you could just uninstall with unzoone, but the 3.1 compatible version isn't available yet.)

 NSILMike wrote:

 Jlaborde7 wrote:

I thought everything was going good. The firmware installed just fine, but I'm still having the same problem when trying to connect my Zune. I get the same error.
Any suggestions?

That seems to be a new message (or one that has not been widely reported in the forums so far...)  So, I don't have any specific advice for you yet.
Try the obvious stuff of course (reboot the zune, reboot the PC...) but I doubt that will affect it.
Hmmm....
It just occured to me that you might want to reinstall the zune software.  If you do, uninstall it, then also run unzoone to get a really clean uninstall.
(you could just uninstall with unzoone, but the 3.1 compatible version isn't available yet.)

Okay, thanks. I'll download the software again and try to reinstall it. I don't think I'll get it all up and running tonight yet, so I'll post again tomorrow and let you know.

Thanks for your help so far.

Yes try what Mike said.  I'm sure it will get you up and running because Mike knows his stuff!

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Product:     Zune Originals HD 32GB Platinum
Gamertag:  Nisshoku1981 

Xbox  さん ろく まる

I downloaded the software last night, reinstalled everything, and it worked!
Thank you so much, Mike!

Great work getting this resolved guys!

I just wanted to speak to this issue briefly. I'm surprised to see this error cropping up after this release. Generally, this only happens with the Zune device has a newer firmware version than the software. So, a device with 3.1 firmware connecting to software version 3.0 (or earlier) will give the "read error". They way to get around this would be to upgrade the software on your PC to the 3.1 version so that they are in parity.

One might ask "How could you get into that state, don't you have to upgrade your software before the device?" Yes, that is true, however, let's say you upgraded your software on your laptop, then connected your device and upgraded it as well. Then later, you connect your 3.1 device to your desktop running 3.0. Bam, read error.

We have fixed this issue for the next release, but in the meantime, upgrading your software is the key. I have also seen some users have had better luck if they first forget the device (settings > device > forget this device) then connect it and upgrade it, or the software, whatever needs it.

Hope that helps understand the issue.

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Matt Akers
Zune Product Team

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