UPDATE 9/29/09 - Ok everyone, I finally got my Zune back from MS, they sent it overnight via Fedex. This new Zune HD works, and I'm happy that they also added an extra month to the warranty to make up for lost time. I'm sure everyone will get the same treatment if they do decide to service their Zune HD since it is still sold out in a lot of places. Good luck to everyone. No product is 100% but the customer service is top notch from MS .

Preordered a Zune 32 GB, it arrived on the 17th and have been using it for two days now. The touch screen is not responding, and there are random clicks despite the fact that i'm not even touching the screen sometimes. It has been updated to the 4.1 using the Zune 4 software. The firmware has been reinstalled twice (method 1) and the device has been formatted (method 2) twice following these instructions:

http://support.microsoft.com/kb/974593/

The problem still persist. The device is in perfect condition. It has not been dropped and the screen is in pristine condition.

It freezes randomly and acts randomly. Regardless of what games I play it still freezes and half way through a game it would often not register clicks anymore. I've restarted the device many times by holding down the power button but it is still not working.

Video of what's happening:
http://www.youtube.com/watch?v=cXR7zkVTeL0

I'm uploading a second video showing how it responds in the space shooter game and more freezing and randomness.

Then I will try to upload a third video that will show you the device not working, even from a cold boot up (i already recorded it but its over the youtube 10 min limit and i dont have any video edititing software to cut it)!  I'm afraid if i send it in, MS will send me back the same device just because their workers dont see the problem right out of the box. The issue is that the problem is off and on. But using the device for even 30 minutes, it keeps freezing, despite many device software reinstall and reformatting. Resyncing after a reformat takes a long time and i refuse to format it more than i already did.

Anyone else having the same problem?

If I cant find a solution, I'm going to return it to Dell. I'm losing faith in MS after the RROD fiasco and now this. I would rather get my money back and buy a Ipod Touch than wait a long time to go through 2-3 weeks of a warranty service.

Video 2, slowing it freezing straight from boot up!

http://www.youtube.com/watch?v=srhCO19wbM0

id delete some songs and see if that helps

also mabey u touched it to hard so the screen is stuck IN but cnat see it the way the video looks it looks like the stuff u do touch is where the touch screen goes get a new one and press lightly

Its not because i'm touching too hard. I touch it lightly. Also, the screen isn't pressure sensitive. Its heat sensitive. Put your hands in gloves and touch it, the screen wont respond. Try touching your laptop touch pad with the end of an eraser, it wont move. Its the heat from your hands that moves it. Now that i think about it, when my laptop heats up really hot, my touch pad wont respond because its so hot that when my hands touch it, there's no temperature difference. I'm thinking that the tegra chip might be overheating a little, and thereby confusing the touch screen but that can't be the case considering player is cool to the touch. The only time where the player heats up is when i'm charging it. But even then, sometimes the screen works and other times it doesnt. Makes no sense to me since i'm not an engineer.

id return it and get a new one

Unbelievable. I'm trying to get the device RMAed and the website won't even work. Keeps giving me this error:

Sorry, we encountered an error while processing your request.

 whoisken wrote:

Also, the screen isn't pressure sensitive. Its heat sensitive. Put your hands in gloves and touch it, the screen wont respond. Try touching your laptop touch pad with the end of an eraser, it wont move. Its the heat from your hands that moves it. Now that i think about it, when my laptop heats up really hot, my touch pad wont respond because its so hot that when my hands touch it, there's no temperature difference. I'm thinking that the tegra chip might be overheating a little, and thereby confusing the touch screen but that can't be the case considering player is cool to the touch. The only time where the player heats up is when i'm charging it. But even then, sometimes the screen works and other times it doesnt. Makes no sense to me since i'm not an engineer.

 

The screen isn't heat sensitive, it's capacitive. Your fingers distort the electrostatic field (which is why you don't need to apply pressure). Your issue is almost certainly not heat related.

i also sai that bc i mae a stylist work with mine mostly to use with internet im also now working on making sparkers for it. headphones that will attach to the back and output the sound. ill still need to use earphone jack but it will be with speakers on the back.

 whoisken wrote:

Unbelievable. I'm trying to get the device RMAed and the website won't even work. Keeps giving me this error:

Sorry, we encountered an error while processing your request.

Request for Service Error:

We are experiencing a problem while attempting to request service for your Zune player. Please try again later."

Seriously, this is starting to piss me off. So my device is broken and i can't even do a service request because their service.zune.net website is broken! I've tried using IE instead of firefox and it still gives me that error.

I would give tech support a call and register your device over the phone their number is 1-877-438-9863.

---

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

I have ran into the same issue. I reset the firmware and the Zune was registering contact again.  I'll see if the problem resurfaces later.

Yeah, please keep me posted.

I decided to RMA my zune HD to Microsoft instead of returning it to Dell because I have to: "Ship the products at your expense, and insure the shipment or accept the risk of loss or damage during shipment." So I have to ship it back to Dell at my cost and pay the insurance on it. At least MS gives me free shipping towards their service center. Although i provided the box + bubble wrap. I just dropped the package off at a UPS Staples, followed the RMA instructions and was told the package will be picked up by 3 PM today via UPS.

I'll keep this thread posted on how things go. If it works out well, ill delete those youtube videos so that apple trolls won't use it as an excuse to say the Zune HD sucks. But if it goes bad, I won't be the vehement Zune defender I was before, especially on websites like Engadget. I might even turn to the dark side and get a Ipod Touch. If MS handles this like they did in the early days of the RROD with the xbox 360, shipping people back their own xboxes that they shipped in, I'm going to tell all my friends to never touch a MS product again and even buy a Mac.

I'm experiencing the same issues. The screen will either freeze outright - pressing icons will not work and the volume/pause overlay does not come up unless the rocker is pressed, or the screen will start randomly selecting buttons like someone is using it. I also noticed issues when using the on screen keyboard. The screen would function but not allow me to select any buttons on the far left. Q, A, Z would not respond. Best I could get was an S or a W. Guess its back to amazon, but I agree with you, I hope they dont just fire it up, press a couple of buttons, and think I'm stupid.

 Obamamamadrama wrote:

I'm experiencing the same issues. The screen will either freeze outright - pressing icons will not work and the volume/pause overlay does not come up unless the rocker is pressed, or the screen will start randomly selecting buttons like someone is using it. I also noticed issues when using the on screen keyboard. The screen would function but not allow me to select any buttons on the far left. Q, A, Z would not respond. Best I could get was an S or a W. Guess its back to amazon, but I agree with you, I hope they dont just fire it up, press a couple of buttons, and think I'm stupid.

Yeah thats another symptom i haven't described that i've experienced! Its so weird that in the keyboard screen, i cannot select the botton on the far bottem left to switch from letters to numbers. When i first tried to connect to my wireless network, i swear i could not hit that button so i could get the numbers to type in my wireless password (which is in numbers). I thought i was crazy or that my finger wasn't selecting it right. But the screen is definitely unresponsive on the bottom left of my screen.

EDIT: Just keeping count, that makes you #6 that has reported this problem.