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This article helps you sync calendars to your Windows Phone from Outlook so you can access all of your meeting and appointments in the Calendar app.

Note You cannot use a USB cable to sync your calendar from Outlook on your computer to your Windows Phone.

To sync your calendars, transfer them to a Microsoft account (such as Hotmail or Outlook.com), and then sync your calendars from your Microsoft account to your phone.

Once you've done this, Windows Phone uses your cellular data or Wi-Fi connection keep your calendar appointments synced between your Microsoft account to your phone. This means your information is always current and backed up.

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Sync your Outlook calendar

This article provides two procedures for syncing your calendar: one for those who use Outlook with Microsoft Exchange, and one for those who use Outlook without Microsoft Exchange. If you already know which you use, you can go ahead and select the appropriate procedure. If you don't already know, click your version of Outlook here, and then follow the steps to find out.

Note If you use Outlook 2003 and need to determine whether you use Outlook with Exchange or not, select Outlook 2007 below.

Microsoft Outlook 2013

1.	Open Outlook 2013 on your computer.
2.	On the File tab, tap or click Info.
3.	In the Account Information section, tap or click Account Settings, and then select Account Settings.
4.	Next to the name, look for the account type.

Microsoft Outlook 2010

1.	Open Outlook 2010 on your computer.
2.	On the File tab, click Info.
3.	In the Account Information section, click Account Settings, and select Account Settings.
4.	Next to the Name, look for the account Type.

Microsoft Outlook 2007

1.	Open Outlook on your computer.
2.	Click Tools, then click Account Settings.
3.	Under Name, look for the account Type.
4.	Find your email address and see if Microsoft Exchange is listed as the mail type.

Now that you have determined whether you use Outlook with Exchange or Outlook without Exchange, select the appropriate procedure below.

If you use Outlook with Exchange

If you use Outlook with Exchange, calendars that are stored in Exchange automatically sync to Windows Phone as soon as you add your account to your phone. You will have to add your account to your phone, but you will not have to take any steps to sync your calendar.

Here's how to add your account to your phone:

1.	From the Start screen, flick left to the App list, and then tap Settings .
2.	Tap Email+accounts.
3.	Tap Add an account, and then tap Outlook.
4.	Enter your email address and password information, and then tap Sign in. Your Outlook calendar should automatically sync to your phone. This may take some time.
5.	Go back to the Start screen, flick left, then tap the People Hub to see if your Outlook calendar appears.

If you use Outlook without Exchange

If you use Outlook without Exchange, you have to add your account to your phone and then sync your calendar.

Step 1: Add your account

1.	On Start, flick left to the App list, tap Settings , and then tap Email+accounts.
2.	Tap Add an account, and then tap Microsoft account (or Windows Live).
3.	Enter your email address and password information, and then tap Sign in.

Step 2: Sync your calendar

Option 1: For Outlook 2013 only (Recommended) Use the built-in functionality to move your Outlook calendar events to your Microsoft account.
Copy calendar events to your Microsoft account

1.	Open Outlook 2013 on your computer.
2.	Tap or click File, then tap or click Add Account.
3.	Select Manually configure server settings or additional server types and tap or click Next.
4.	Select Outlook.com or Exchange ActiveSync compatible service and click Next.
5.	Enter your name, email address, and mail server as m.hotmail.com and tap or click Next.
6.	Tap or click Calendar. New calendars will appear for your Microsoft account.
7.	Tap or click the View tab, tap or click Change View, and then tap or click List.
8.	Select your Outlook calendar events and appointments from the list view. Tap or click and drag (or copy and paste) the calendar entries to the calendar for your Microsoft account.

Your Outlook calendar entries are now copied into your Microsoft account, but you should continue to use this calendar in Outlook. All changes or additions will then be synced to your Microsoft account and your Windows Phone.

Option 2: For Outlook 2010 and Outlook 2007 only (Recommended) Use Microsoft Office Outlook Hotmail Connector to move your Outlook calendar to your Microsoft account.

Step 1: Install Outlook Hotmail Connector

1.	Open a web browser and visit the Microsoft Office Outlook Hotmail Connector overview, then click the Download now button.
2.	On the next page, click the Download button if you are running a 32-bit version of Office. If you're running a 64-bit version of Office, click the link at the bottom of the page. (Direct links: 32-bit (http://www.microsoft.com/downloads/details.aspx?FamilyID=d9662d20-ad27-45a6-9184-f906dd63ddaa) / 64-bit (http://www.microsoft.com/downloads/details.aspx?FamilyID=bd0bcb57-d408-4d4a-8f1e-d737d8c27098) ) Not sure which version of Office you're running? Start Office and click File, then Help. This information will be listed next to the version number.
3.	Install the Outlook Hotmail Connector.

Step 2: Copy your calendar to your Microsoft account

Outlook 2010

1.	Open Outlook on your computer.
2.	Click File, then click Add Account.
3.	Select Manually configure server settings or additional server types and click Next.
4.	Select Other, choose Microsoft Outlook Hotmail Connector and click Next. Enter your name, and your Microsoft account email address and password. Click OK to complete the setup.
5.	Select Other, choose Microsoft Outlook Hotmail Connector and click Next. Enter your name, and your Microsoft account email address and password. Click OK to complete the setup.
6.	Right-click your main Outlook calendar and then click Copy Calendar.
7.	In the Copy Folder window, scroll to find your Microsoft email account.
8.	Click on the email account to select and then click OK.
9.	Click the Microsoft account name to select it, and then click OK.

Your Outlook calendar is now copied into your Microsoft account, but you should continue to use this calendar in Outlook. All changes or additions will then be synced to your Microsoft account and your Windows Phone.

Outlook 2007

1.	Open Outlook on your computer.
2.	Click Outlook Connector, then click Add a New Account. Enter the email and password for your Microsoft account and then click OK.
3.	Close Outlook.
4.	Open Outlook again on your computer.
5.	Click Calendar. You should see a new Calendars section is added for your Microsoft account
6.	Right-click your main Outlook calendar and then select Copy Calendar.
7.	In the Copy Folder window, scroll to find your email account.
8.	Click on the Microsoft account name to select it and then click OK.

Your Outlook calendar is now copied into your Microsoft account, but you should continue to use this calendar in Outlook. All changes or additions will then be synced to your Microsoft account and to your Windows Phone.

Option 3: Manually import your Outlook contacts into your Microsoft account

Step 1: Export CSV file from Outlook
Outlook 2013

1.	Open Outlook 2013 on your computer.
2.	Tap or click File, tap or click Open & Export, and then tap or click Import/Export. The Import and Export Wizard window opens.
3.	Select Export to a file and then tap or click Next.
4.	Select Comma Separated Values and then tap or click Next.
5.	Select Contacts and then tap or click Next.
6.	Tap or click Browse. A new window opens.
7.	Type a file name and choose a location to save your file, then tap or click OK.
8.	Tap or click Next, and then tap or click Finish. Your contacts have been exported as a CSV file.

Outlook 2010

1.	Open Outlook 2010 on your computer.
2.	Click File, then click Options.
3.	Click Advanced.
4.	In the Export section, click Export. The Import and Export Wizard window opens.
5.	Select Export to a file and then click Next.
6.	Select Comma Separated Values (Windows) and then click Next.
7.	Select Contacts and then click Next.
8.	Click Browse. A new window opens.
9.	Type a file name and choose a location to save your file, then click OK.
10.	Click Next, and then click Finish. Your contacts have been exported as a CSV file.

Outlook 2007

1.	Open Outlook 2007 on your computer.
2.	Tap or click File, and then tap or click Import and Export. The Import and Export Wizard opens.
3.	Select a Export to a file and then tap or click Next.
4.	Select Comma Separated Values (Windows) and then tap or click Next.
5.	Under Select folder to export from, select Contacts, and then tap or click Next.
6.	Type a file name and choose a location to save the file, then tap or click Next.
7.	Tap or click Finish. Your contacts have been exported as a CSV file.

Step 2: Import your Outlook CSV file into your Microsoft account

1.	Go to http://people.live.com,and sign in to your Microsoft account.
2.	Tap or click Import from file.
3.	On the "Importing contacts" page, under Step 2, tap or click Microsoft Outlook (using CSV). On the same page, under Step 3, tap or click Browse and then browse for the CSV file you created.
4.	Tap or click Import contacts.
5.	Select the Microsoft Outlook (using CSV) option.
6.	On your phone, swipe left and tap Settings , tap Email+accounts, then tap-and-hold Microsoft account (or Windows Live) and tap sync. This may take a few moments. (If you haven't already added your email account to your Windows Phone, go back to Step 2, Add your account to your phone.) Important This process is intended to move your Outlook contacts to your Microsoft account. Windows Phone syncs with your Microsoft account. What this means is that any subsequent changes that you make to your Outlook contacts will not sync with your Microsoft account until you run this process again. Similarly, any changes on Windows Phone will update the Microsoft account contacts and vice-versa, but those changes will not be reflected in the locally-stored Outlook contacts. To view and manage your Microsoft account contacts in Outlook, you will have to install the Microsoft Office Outlook Hotmail Connector overview. Notes • Microsoft limits the upload file size to 500 KB for CSV files. If your CSV file is larger than 500 KB, the file will not upload and you will receive the following error: The file you want to import is too large. Please delete some of the contacts and then try importing the file again. To resolve this issue, open the CSV file in Excel and split it into several files. You can then upload each file as long as the total file size doesn't exceed the 500 KB limit. • Microsoft limits the number of contacts an account can have, and you may receive the following error: You can only have a total of contacts. Please delete some contacts and try importing the file again.

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•	For more information about syncing calendars and contacts with Windows Phone, see the following article in the Microsoft Knowledge Base: 2454811 (http://support.microsoft.com/kb/2454811/ ) Sync your Outlook contacts to Windows Phone
•	To learn more about how to sync calendars with Windows Phone, visit the Windows Phone Help and how-to website and see the Sync calendar for Windows Phone
•	For more information about how to use Microsoft Office Outlook Hotmail connector, visit the following article on the Microsoft Office website: Microsoft Office Outlook Hotmail Connector overview

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This article helps you sync contacts to your Windows Phone from Outlook so you can access all of your contacts in the People Hub.

Note You cannot use a USB cable to sync contacts from Outlook on your computer to your Windows Phone.

To sync contacts, you transfer them to a Microsoft account (such as Hotmail or Outlook.com), and then you sync your contacts from the Microsoft account to your phone.

Once you've done this, Windows Phone uses your cellular data or Wi-Fi connection to keep your contacts synced between your Microsoft account and your phone. This means your information is always current and backed up.

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Sync your Outlook contacts

This article provides two procedures for syncing contacts: one for those who use Outlook with Microsoft Exchange, and one for those who use Outlook without Microsoft Exchange. If you already know which you use, you can go ahead and select the appropriate procedure. If you don't already know, click your version of Outlook here, and then follow the steps to find out.

Note If you use Outlook 2003 and need to determine whether you use Outlook with Exchange or not, select Outlook 2007 below.

Microsoft Outlook 2013

1.	Open Outlook 2013 on your computer.
2.	On the File tab, tap or click Info.
3.	In the Account Information section, tap or click Account Settings, and then select Account Settings.
4.	Next to the Name, look for the account Type.
5.	Follow the steps under Step 2, Add your account to your phone, based on your mail server type.

Microsoft Outlook 2010

1.	Open Outlook 2010 on your computer.
2.	On the File tab, click Info.
3.	In the Account Information section, click Account Settings, and select Account Settings.
4.	Next to the Name, look for the account Type.
5.	Follow the steps under Step 2, Add your account to your phone, based on your mail server type.

Microsoft Outlook 2007

1.	Open Outlook on your computer.
2.	Click Tools, then click Account Settings.
3.	Under Name, look for the account Type.
4.	Find your email address and see if Microsoft Exchange is listed as the mail type.
5.	Follow the steps under Step 2, Add your account to your phone, based on your mail server type.

Now that you have determined whether you use Outlook with Exchange or Outlook without Exchange, select the appropriate procedure below.

If you use Outlook with Exchange

If you use Outlook with Exchange, calendars that are stored in Exchange automatically sync to Windows Phone as soon as you add your account to your phone. You will have to add your account to your phone, but you will not have to take any steps to sync your calendar.

Here's how to add your account to your phone:

1.	From the Start screen, flick left to the App list, and then tap Settings .
2.	Tap Email+accounts.
3.	Tap Add an account, and then tap Outlook.
4.	Enter your email address and password information, and then tap Sign in. Your Outlook contacts should automatically sync to your phone. This may take some time.
5.	Go back to the Start screen, flick left, then tap the People Hub to see if your Outlook contacts appear.

If you use Outlook without Exchange

If you use Outlook without Exchange, you have to add your account to your phone and then sync your contacts.

Step 1: Add your account

1.	On Start, flick left to the App list, tap Settings , and then tap Email+accounts.
2.	Tap Add an account, and then tap Microsoft account (or Windows Live).
3.	Enter your email address and password information, and then tap Sign in.

Step 2: Sync your contacts

Option 1: For Outlook 2013 only (Recommended) Use Outlook 2013 built-in functionality to move your Outlook contacts to your Microsoft account.

Copy contacts to your Microsoft account

1.	Open Outlook 2013 on your computer.
2.	Tap or click File, then tap or click Add Account.
3.	Select Manually configure server settings or additional server types and tap or click Next.
4.	Select Outlook.com or Exchange ActiveSync compatible service and click Next.
5.	Enter your name, email address, and mail server as m.hotmail.com and tap or click Next.
6.	Tap or click People. A new Contacts section will appear for your Microsoft account.
7.	Select your Outlook contacts. Tap or click and drag (or copy and paste) the contacts to the new Contacts section in your email account.
8.	On your phone, swipe left and tap Settings, then tap Email+accounts.
9.	Tap and hold Microsoft account (or Windows Live) and then tap Sync in the pop-up menu. The sync process may take a few minutes.

Option 2: For Outlook 2010 and Outlook 2007 only (Recommended) Use Microsoft Office Outlook Hotmail Connector to move your Outlook contacts to your Microsoft account.


Install Outlook Hotmail Connector

1.	Open a web browser and visit the Microsoft Office Outlook Hotmail Connector overview, then click the Download now button.
2.	On the next page, click the Download button if you are running a 32-bit version of Office. If you're running a 64-bit version of Office, click the link at the bottom of the page. (Direct links: 32-bit (http://www.microsoft.com/downloads/details.aspx?FamilyID=d9662d20-ad27-45a6-9184-f906dd63ddaa) / 64-bit (http://www.microsoft.com/downloads/details.aspx?FamilyID=bd0bcb57-d408-4d4a-8f1e-d737d8c27098) ) Not sure which version of Office you're running? Start Office and click File, then Help. This information will be listed next to the version number.
3.	Install the Outlook Hotmail Connector.
4.	Go to the next section, Copy contacts to Microsoft account.

Option 3: Manually import your Outlook contacts into your Microsoft account

Step 1: Export CSV file from Outlook

Outlook 2013

1.	Open Outlook 2013 on your computer.
2.	Tap or click File, tap or click Open & Export, and then tap or click Import/Export. The Import and Export Wizard window opens.
3.	Select Export to a file and then tap or click Next.
4.	Select Comma Separated Values and then tap or click Next.
5.	Select Contacts and then tap or click Next.
6.	Tap or click Browse. A new window opens.
7.	Type a file name and choose a location to save your file, then tap or click OK.
8.	Tap or click Next, and then tap or click Finish. Your contacts have been exported as a CSV file.
9.	Follow the instructions that are listed under Import your Outlook CSV file into your Microsoft account.

Outlook 2010

1.	Open Outlook 2010 on your computer.
2.	Click File, then click Options.
3.	Click Advanced.
4.	In the Export section, click Export. The Import and Export Wizard window opens.
5.	Select Export to a file and then click Next.
6.	Select Comma Separated Values (Windows) and then click Next.
7.	Select Contacts and then click Next.
8.	Click Browse. A new window opens.
9.	Type a file name and choose a location to save your file, then click OK.
10.	Click Next, and then click Finish. Your contacts have been exported as a CSV file.
11.	Follow the instructions that are listed under Import your Outlook CSV file into your Microsoft account.

Outlook 2007

1.	Open Outlook 2007 on your computer.
2.	Tap or click File, and then tap or click Import and Export. The Import and Export Wizard opens.
3.	Select a Export to a file and then tap or click Next.
4.	Select Comma Separated Values (Windows) and then tap or click Next.
5.	Under Select folder to export from, select Contacts, and then tap or click Next.
6.	Type a file name and choose a location to save the file, then tap or click Next.
7.	Tap or click Finish. Your contacts have been exported as a CSV file.
8.	Follow the instructions that are listed under Import your Outlook CSV file into your Microsoft account.

Step 2: Import your Outlook CSV file into your Microsoft account

1.	Go to http://people.live.com,and sign in to your Microsoft account.
2.	Tap or click Import from file.
3.	On the "Importing contacts" page, under Step 2, tap or click Microsoft Outlook (using CSV). On the same page, under Step 3, tap or click Browse and then browse for the CSV file you created.
4.	Tap or click Import contacts.
5.	Select the Microsoft Outlook (using CSV) option.
6.	On your phone, swipe left and tap Settings , tap Email+accounts, then tap-and-hold Microsoft account (or Windows Live) and tap sync. This may take a few moments. (If you haven't already added your email account to your Windows Phone, go back to Step 2, Add your account to your phone.) Important This process is intended to move your Outlook contacts to your Microsoft account. Windows Phone syncs with your Microsoft account. What this means is that any subsequent changes that you make to your Outlook contacts will not sync with your Microsoft account until you run this process again. Similarly, any changes on Windows Phone will update the Microsoft account contacts and vice-versa, but those changes will not be reflected in the locally-stored Outlook contacts. To view and manage your Microsoft account contacts in Outlook, you will have to install the Microsoft Office Outlook Hotmail Connector overview. Notes • Microsoft limits the upload file size to 500 KB for CSV files. If your CSV file is larger than 500 KB, the file will not upload and you will receive the following error: The file you want to import is too large. Please delete some of the contacts and then try importing the file again. To resolve this issue, open the CSV file in Excel and split it into several files. You can then upload each file as long as the total file size doesn't exceed the 500 KB limit. • Microsoft limits the number of contacts an account can have, and you may receive the following error: You can only have a total of contacts. Please delete some contacts and try importing the file again.

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•	For more information about how to import Outlook calendars to Windows Phone, see the following article in the Microsoft Knowledge Base: 2459660 (http://support.microsoft.com/kb/2459660/ ) Sync your Outlook calendar to Windows Phone.
•	For more information about how to add your contacts to Windows Phone, visit the following articles on the Windows Phone help and how-to website: • Set up or delete an email account • How do I get contacts onto my phone?
•	For more information about how to use Microsoft Office Outlook Hotmail connector, see the following article on the Microsoft Office website: Microsoft Office Outlook Hotmail Connector overview

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Your Windows Phone 7 might stop working properly. For example:

•	When you start your phone it gets stuck and doesn't turn on all the way.
•	When you tap, flick, or pan your phone's screen there’s no response.
•	Some of your apps or games don’t launch as expected.

This article describes how to restart, update, reset and restore, and roll back your phone to get it working again.

For help with specific error codes, see the following Knowledge Base article:

2484484 (http://support.microsoft.com/kb/2484484/ ) Installing and troubleshooting problems during the software update for Windows Phone 7

For problems with Windows Phone 8, see the following Knowledge Base article:

2749480 (http://support.microsoft.com/kb/2749480/ ) Your Windows Phone 8 doesn't work or respond as expected

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1. Restart your phone

Turning your phone off and then back on may resolve the issue.

To restart your phone, press and hold the Power button until you see Slide down to power off, then flick down. After it’s off, press to turn on your phone again.

If this restart sequence doesn’t work for your phone, try one of the following options:

•	Press and hold the Power button for 10 seconds. After it’s off, press to turn on your phone again.
•	If your phone has a replaceable battery, remove and reinsert the battery located under your phone’s back panel. Press to turn on your phone again.

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2. Update your phone

Software updates add new features that improve the performance and stability of your phone and may get it working again. If restarting your phone didn't resolve your problem, try updating to the latest version of Windows Phone 7. Follow these steps:

a.	Check whether there are any software updates for your Windows Phone 7: • On Start, flick left to the App list, tap Settings , and then tap Phone update to see whether an update is ready for you.
b.	If an update is available, connect your phone to your primary computer with the USB cable that was included with your phone. If you have to use a different computer, see Syncing your device to another computer as guest.
c.	Open the Zune software on your computer.
d.	1. Click Settings, located at the top of the Zune software page. 2. Click Phone, located in the upper-left corner of the screen. 3. Click Update, located in the list at left. Keep your phone connected to your computer until you see a notification that the update is complete.

To learn more about updating your Windows Phone 7, and how to prepare for an update, see How do I update my phone software?

On a Mac? Download the Windows Phone app for Mac.

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3. Roll back your phone

Sometimes a phone has performance problems after a software update. If your phone doesn’t work after an update, you may want to roll it back to its pre-updated version and state.

Your PC will only create a roll-back point as part of an update (i.e., so that you can start over if you have to). This roll-back point will only be saved on the PC that the Windows Phone was updated on. (However, if your phone was in guest mode, the PC will delete the restore point after a while, so it may not always be available.)

A rollback can be a complex process, and you might lose all new or changed items since your last phone update. These items include text messages, ringtones, downloaded music, and settings you've changed since your last update. This is why it’s important to roll back your phone as soon after an update as possible, if you have to do this.

To learn more about what data gets restored and what doesn’t after a rollback, see Restore a backup to my phone.

Note on the terms “Roll back” and “restore”:The roll-back process is named “restore” in the Zune and Windows Phone interface in the steps that follow, and refers to rolling back to an earlier version, not retrieving content, as it does in Step 4 below (Reset and restore your Windows Phone 7).

To start the rollback process:

•	Make sure that you’re using the same computer you used when you made the latest phone update.
•	In order to roll back your phone, you must have an available back up of the earlier OS version with all its content and settings. This is what you are rolling your phone back to. The Zune software automatically rolls back your phone by locating a copy of this earlier version. Try Option 1 first. If the Zune software can’t detect an earlier version, try the manual process of Option 2.

Option 1:Automatically roll back using the Zune software (Recommended)

Follow these steps:

1.

1. Turn on your phone. 2. Connect your phone to the computer that was used for the update. Use the USB cable that was included with your phone. 3. Open the Zune software on the computer. 4. Click Settings, located in the upper-right corner of the screen. 5. Click Phone, and then click Update. 6. Click the Restore button. If you don't see a Restore option, no backup is available for your phone through the Zune software. If this is the case, try the manual roll back option that follows these steps in Option 2. 7. If you have a restore option, follow the directions on-screen to restore your phone to its previous version. (Remember, in this interface, "restore" means "roll back.") Try using your phone to see how it works. Option 2: Manually begin the rollback process If the Zune software doesn’t detect an earlier phone version to roll back to, you can go through the process manually. Here's how:

2.

1. Turn off your phone. Note If your phone is currently stuck on the manufacturer's logo, try removing the battery to turn it off. 2. Disconnect your phone from the USB cable. 3. Hold down the camera button. 4. Continue holding down the camera button and connect the USB cable between your phone and computer. 5. Continue holding down the camera button until you see the connect-to-computer screen. 6. Release the camera button. 7. Open the Zune software on the computer. 8. The Zune software should automatically prompt you to start the roll-back, or restore process.

If you do get the restore prompt, continue the process to roll back your phone.

When roll back is complete, you might notice that some content and settings you recently added are missing.

Your phone is now in an earlier software version, but you can sync your media content back to your phone with the Zune software.
Now, try your phone and see if it's working again.

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4. Reset and restore your phone

Make this your last option, as it is not reversible.

Important notes

•	When you reset your phone, you erase all personal data and restore your phone to the state it was in when you purchased it. In other words, you are wiping your phone clean.
•	The personal content that gets erased after a reset includes: Purchased and downloaded apps, ringtones, saved games, contact groups, any pictures, music, or videos, and text messages, which can’t be restored after they’re deleted.
•	Items that can be restored to the phone include: Media content that you previously synced with the Zune software, purchased apps, and saved games.

There are three parts to resetting and restoring your phone: first, sync your content; second, reset your phone; and third, restore your content.

a.	Sync your content before the reset Connect your phone to your computer and sync your photos, music, and videos by using the Zune software. After the reset, you can sync these media files back to your phone. For more info on how to sync content, see Sync music, pictures, and videos. If you can’t sync because your computer doesn’t recognize your phone, see the following troubleshooting wizard: Computer doesn’t recognize your device on the Zune software.
b.	Reset your Windows Phone 7 1. On Start, flick left to the App list. 2. Tap Settings, and then tap About. 3. Tap Reset your phone, located at the bottom of your screen. 4. Tap Yes to confirm your reset. 5. Next, you’re going to get a series of screens to set up your phone. This is the same process that you went through after you first bought your Windows Phone 7. For more info, see Account setup. Note You must sign in with the same Microsoft account (formerly called Windows Live ID) that you used when you first downloaded content and purchased apps.
c.	Restore your content to your phone To restore, you first re-sync your media content, and then reinstall previously purchased apps and games back to your phone. 1. Sync your media content back to your phone: a. Connect your phone to your computer using the USB cable that was included with your phone, and then open the Zune software. b. To automatically sync all items back to your phone, click Settings, located at the top of your screen. c. Click Phone, located in the upper-left corner of your screen. You should be on the Sync options screen. d. For each media type that applies, select the All button. e. Click the OK button to start the sync. f. Next, you’ll see a phone screen with your sync in progress. You can disconnect your phone from the Zune software when you see Sync complete. For more sync choices, such as a manual drag-and-drop option, see Sync music, pictures, and video. 2. Reinstall your previously purchased apps and games to your Windows Phone 7: To reinstall apps from your phone: 1. On Start, tap Marketplace . 2. Tap Search on your phone screen to find the app or game that you want to reinstall. 3. When you locate the app or game that you want to reinstall, tap Buy. You’ll see a message that states you already purchased it. You can reinstall it for free. 4. Tap Install, and then follow the instructions to reinstall the app. You might have to re-enter your Microsoft account (formerly called Windows Live ID). Note Your Microsoft account is called Windows Live on your Windows Phone 7 interface. Note If you can’t remember the apps and games you bought, you can see your purchase history online when you reinstall from the web, in the next set of steps. To reinstall from the web: 1. On your computer, go to the Windows Phone website, and then sign in with the same Microsoft account (formerly called Windows Live ID) that you used on your phone. 2. Click My Phone at the top of the screen, and then click Account. 3. Under App Purchase History, find the app you want to reinstall and click Reinstall. 4. Follow the instructions to reinstall the app. You might have to re-enter your Microsoft account (formerly, Windows Live ID).

At this point, your phone has been reset to its previous state, and all the restorable content should be reinstalled. Try using your phone to see how it works. If you're still having problems, go to the Assistance section at the bottom of this article.

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This article describes what to do when the Zune player or a Windows Phone is not detected by the Zune software. You'll receive a series of steps to follow, depending on the error code that you receive.

The solutions listed here are as follows:

1.	Check to see whether you have an error in the Device Manager.
2.	Use the Microsoft "Fix It" solution.
3.	Look up the corresponding error code and follow the resolution steps.

Check for errors in Device Manager

First, check whether you have an error in Device Manager:

1.	Make sure that you have the latest version of the Zune software installed. To install the latest version, visit http://www.zune.net/setup (http://www.zune.net/setup) .
2.	Connect your phone or Zune to your computer by using the USB cable that was included with your device.
3.	On your computer, click Start, right-click Computer, and then click Properties.
4.	Click Device Manager.
5.	Click your computer name at the top of the window, and then on the Action menu, click Scan for hardware changes.
6.	Your connected Windows Phone or Zune player should be listed under "Portable Devices."
7.	Double-click the device and view the General tab.
8.	Check the device status to confirm whether the device is working correctly or not. Some examples include the following:

Example 1

Example 2

If your device is not displayed at all in Device Manager or if your device status indicates that your device is working correctly (Example 1), but it's still not detected by the Zune software, follow the steps in the following KB articles:

•	2410180 (http://support.microsoft.com/kb/2410180/ ) My computer and/or the Zune software do not detect Windows Phone 7
•	944909 (http://support.microsoft.com/kb/944909/ ) Your Zune device is not detected by your computer or the Zune software

If the device status indicates that there is a problem, note the error code indicated and continue to troubleshoot this issue by using the steps found here.


Fix it for me

You may be able to resolve this problem automatically. Click the Diagnose and fix this problem link. Then, click Run in the File Download dialog box and follow the steps in this wizard.



Notes

•	This wizard may be in English only; however, the automatic fix also works for other language versions of Windows.
•	If you're currently not using the computer that has the problem, you can save the automatic fix to a flash drive or a CD from the computer you're on. You can then run the fix on the problem computer later.

List of error codes

If you continue to receive an error code, try one of the resolutions listed by clicking the error code here:

Code 1	Code 3	Code 10	Code 14	Code 18
Code 19	Code 21	Code 22	Code 24	Code 28
Code 31	Code 32	Code 37	Code 38	Code 39
Code 40	Code 41	Code 42	Code 43	Code 44
Code 45	Code 46	Code 47	Code 48	Code 49

Cause: This device has no drivers installed or is configured incorrectly.

Resolution:

1.	Remove and reinstall the device driver.
2.	On Windows 7 or Windows Vista, make sure that the "Windows Update" service is running: a. Click Start , type services in the Start Search box, and then select Services in the Programs list. b. If you're prompted for an administrator password or for confirmation, type the password or click Continue.
3.	Under Name, locate the Windows Update service. Verify that the Service status is set to Started. If it is not started, click Start, and then click OK.
4.	On the File menu, click Exit to close the Services window.

Cause: The driver is corrupted, or the computer has insufficient memory to run the device.

Resolution:

•	In case the driver is corrupted, uninstall the driver, and then scan for new hardware to install the driver again. To scan for new hardware, click the Action menu in Device Manager, and then select Scan for hardware changes.
•	If the computer has insufficient memory to run the device, you can close some programs to make memory available. To check memory and system resources, follow these steps: • On Windows 7 or Windows Vista, right-click Computer, click Properties, click Advanced system settings, and then click Settings in the Performance field. • On Windows XP, right-click My Computer, click Properties, click the Advanced tab, and then click Settings in the Performance field.
•	You may have to install additional random access memory (RAM). On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: Code 10 is a default error code that the Device Manager generates when the operating system can't determine which specific error code to return when a problem occurs. For example, the Device Manager may generate a Code 10 error when hardware devices are accessed by a user or by software that is installed on the computer.

Resolution:

1.	Remove and reinstall the device driver.
2.	Make sure that the device is enabled in Device Manager. To enable the device, right-click the device in Device Manager, and then click Enable Device. This step starts the Enable Device wizard.
3.	Install the latest Windows service pack to help keep Windows up to date by visiting the Microsoft Windows Service Pack Center (http://windows.microsoft.com/en-US/windows/downloads/service-packs) . Also make sure that you've installed any high-priority updates that are available for the computer by visiting the following Microsoft website: http://update.microsoft.com/microsoftupdate (http://update.microsoft.com/microsoftupdate)
4.	Use Event Viewer to determine any driver initialization failures. This is significant because in order to start successfully the Zune driver depends on other Windows services, such as WPDClassInstaller and WPD-MTPClassDriver. To do this, follow these steps: a. Start Event Viewer: • On Windows 7 or Windows Vista, click Start, type eventvwr.exe in the Start Search box, and then press ENTER. If you're prompted for an administrator password or for a confirmation, type the password, or click Continue. • On Windows XP, click Start, click Run, type eventvwr.exe, and then press ENTER. b. In the console tree, expand Windows Logs, and then select System. c. In the details pane, look for warnings or errors on driver initialization events. d. Double-click the event that you want to view. e. For more information about the error, click Event Log Online Help. If you want more help with Windows services, contact the manufacturer of the computer.
5.	Remove LIBUSB, if it's present: a. Disconnect the Zune player or phone from the computer. b. Click Start, type appwiz.cpl in the Start Search box, and then press ENTER. c. In the Uninstall or change a program dialog box, click USBLIB or LIBUSB win32, and then click Uninstall. d. Click Yes to remove it. e. Reconnect the Zune player or phone.

If you continue to receive error code 10, the issue may be caused by two Windows registry entries that have become corrupted. To fix the problem, you'll have to use Registry Editor to delete the corrupted Registry entries. See Fixing registry errors.


Resolution: Restart the computer.



Resolution: Remove and reinstall the device driver.


Cause: A registry problem was detected. This error may occur if one or more of the following conditions are true:

•	More than one service is defined for a device.
•	There is a failure opening the service subkey.
•	The driver name can't be obtained from the service subkey.

Resolution:

1.	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.
2.	Click Uninstall, and then click Scan for hardware changes to load a usable driver.
3.	Restart the computer in safe mode, and then select Last Known Good Configuration. This will revert the registry back to the most recent successful configuration.

If you continue to receive error code 19, the issue may be caused by two Windows registry entries that have become corrupted. To fix the problem, you'll have to use Registry Editor to delete the corrupted Registry entries. See Fixing registry errors.


Resolution: Wait several seconds, and then refresh the Device Manager view. If the device appears, restart the computer.


Cause: The device is disabled because a user disabled it by using Device Manager.

Resolution: On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.


Cause: This error may occur if one or more of the following conditions are true:

•	There is a hardware problem, or a new driver might be needed.
•	Devices stay in this state if they have been prepared for removal. After you remove the device, this error disappears.

Resolution: In Device Manager, click Troubleshoot on the General Properties tab of the device to start the Troubleshooting Wizard.


Cause: This error may occur if one or more of the following conditions are true:

•	You haven't installed the correct driver for the device.
•	If you have either a Samsung Focus or a Nokia Lumia and have an app called "Diagnosis" installed. If this is the case, see Option 8 of the following Microsoft Knowledge Base article to make sure your USB settings are correct: 2410180 (http://support.microsoft.com/kb/2410180/ )  My computer and/or the Zune software don't detect Windows Phone
•	The Windows Portable Devices Media Transfer Protocol file (Wpdmtp.inf) isn't available in your \Windows\INF directory. Note: The Windows Portable Devices Media Transfer Protocol is required by the Zune driver installation.

Resolution:

1.	If you can't find the Windows Portable Devices Media Transfer Protocol component, contact the manufacturer of the computer for help reinstalling this component.
2.	Remove and reinstall the device driver.

Resolution: Remove and reinstall the device driver.


Cause: The start type for this driver is set to "disabled" in the registry.

Resolution:

•	Remove and reinstall the device driver.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: The driver returned failure from its DriverEntry routine.

Resolution:

•	Uninstall the driver, and then click Scan for hardware changes to reinstall or upgrade the driver.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: The driver could not be loaded because an earlier version is still loaded.

Resolution:

•	Restart the computer.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: This error may occur if one or more of the following conditions are true:

•	The driver is not present.
•	A binary file is corrupted.
•	A file I/O problem occurred.
•	A driver references an entry point in another binary file that could not be loaded.

Resolution:

•	Remove and reinstall the device driver.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: Information in the registry's service subkey for the driver is not valid.

Resolution:

•	Remove and reinstall the device driver.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: A driver was loaded, but Windows cannot find the device. This error occurs when Windows does not detect a device that is not a Plug and Play device.

Resolution:

•	Remove and reinstall the device driver.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: A duplicate device was detected. This error occurs when a bus driver incorrectly creates two identically named "children" (bus driver error) or when a device with a certain serial number is discovered in a new location before it is removed from the old location.

Resolution:

•	Restart the computer.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: One of the drivers controlling the device notified the operating system that the device failed in some manner.

Resolution: On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.


Resolution:

•	Restart the computer.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Resolution: To resolve this problem, reconnect this Zune device to the computer.


Cause: The system is shutting down. This error code is only generated when Driver Verifier is enabled and all applications have already been shut down.

Resolution: No resolution is necessary. The hardware device should work correctly the next time that you start the computer.


Cause: The device has been prepared for ejection from the computer. This error code occurs only if the user used the Safe Removal tool to prepare the device for removal or pressed a physical eject button. Restarting the computer brings the device online if the device hasn't been disconnected/ejected.

Resolution:

•	Unplug the device from the computer, and then plug the device in again. Or, restart the computer to make the device available.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Resolution:

•	Remove and reinstall the device driver.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Resolution: To resolve this problem, first try uninstalling any hardware devices no longer in use. If that doesn't resolve this problem, you'll have to reinstall Windows.

For more information about how to reinstall Windows XP and Windows Vista, click the following article numbers to view the articles in the Microsoft Knowledge Base:

316941 (http://support.microsoft.com/kb/316941/ ) How to install or upgrade to Windows XP

918884 (http://support.microsoft.com/kb/918884/ ) How to install Windows Vista



How to remove and reinstall Zune drivers

Many error codes can be fixed by removing and reinstalling the Zune drivers. Here's how:

1.	Click Start, right-click Computer, and then click Properties. (My Computer in Windows XP.)
2.	Click Device Manager. (In Windows XP, this can be found under the Hardware tab.)
3.	Expand Portable Devices.
4.	Right-click your device and then click Uninstall.
5.	If it is displayed, click to select Delete the driver software for this device and then click OK.
6.	Click the root computer icon, and then click Scan for hardware changes on the Action menu.
7.	Open Portable Devices, double-click your Windows Phone 7, and then click the Driver tab.
8.	Click Update Driver.
9.	Click Browse my computer for driver software.
10.	Click Browse, locate the Program Files/Zune/Drivers folder on your computer, and then click OK.
11.	Click Next and if you're prompted, click Install.
12.	After the driver installation is complete, click Close two times to exit the Device Manager. If you're prompted to do this, restart your computer.

Fixing registry errors

In order to work with the Registry, you must be logged on to Windows as an administrator. Here's how to see whether you're an administrator on your version of Windows:

•	Windows 7 or Vista: Click Start, click Control Panel, click User Accounts, and then click Change account type (Windows 7) or Add or remove user accounts (Vista). You'll see a window that lists all administrators.
•	Windows XP: Click the Start button, click Control Panel, and then click User Accounts. You'll see a window that lists all administrators.

Important The following steps tell you how to change the registry. It’s important to follow them carefully in order to avoid any problems that can happen if you change the registry incorrectly. For added protection, back up the registry first, so you can restore it if a problem occurs.

For more information about how to back up and restore the registry, see the following article in the Microsoft Knowledge Base:

Back up the registry on Windows 7 (http://windows.microsoft.com/en-us/windows7/Back-up-the-registry)
Back up the registry on Windows Vista (http://windows.microsoft.com/en-US/windows-vista/Back-up-the-registry)
322756 (http://support.microsoft.com/kb/322756/ ) How to back up and restore the registry in Windows XP

Here's how to edit the registry on your computer for your version of Windows:


Windows 7 or Vista

1.	Click Start , and then click All Programs.
2.	Click Accessories, and then click Run.
3.	Type regedit, and then click OK. If you're prompted for an administrator password or for a confirmation, type the password, or click Allow.
4.	In the navigation pane, locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{EEC5AD98-8080-425F-922A-DABF3DE3F69A}
5.	In the right pane, click UpperFilters. Note: You may also see an UpperFilters.bak registry entry. You don't have to remove that entry. Click UpperFilters only. If you don't see the UpperFilters registry entry, you still might have to remove the LowerFilters registry entry. To do this, go to step 8 in this section.
6.	On the Edit menu, click Delete.
7.	When you're prompted to confirm the deletion, click Yes.
8.	In the right pane, click LowerFilters. Note: If you don't see the LowerFilters registry entry, unfortunately this content cannot help you any further.
9.	On the Edit menu, click Delete.
10.	When you're prompted to confirm the deletion, click Yes.
11.	Exit Registry Editor.
12.	Restart your computer.

Windows XP

1.	Click Start, and then click Run.
2.	In the Open box, type regedit, and then click OK.
3.	In the navigation pane, locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{EEC5AD98-8080-425F-922A-DABF3DE3F69A}
4.	In the right pane, click UpperFilters. Note: You may also see an UpperFilters.bak registry entry. You don't have to remove that entry. Click UpperFilters only. If you don't see the UpperFilters registry entry, you still might have to remove the LowerFilters registry entry. To do this, go to step in this section.
5.	On the Edit menu, click Delete.
6.	When you're prompted to confirm the deletion, click Yes.
7.	In the right pane, click LowerFilters. Note: If you don't see the LowerFilters registry entry, unfortunately, this content cannot help you any further.
8.	On the Edit menu, click Delete.
9.	When you're prompted to confirm the deletion, click Yes.
10.	Exit Registry Editor.
11.	Restart the computer.

The Marketplace country is determined by the account locale (Country/Region + language) of the User ID associated with the Microsoft account (formerly known as Windows Live ID) used to Sign in.

IMPORTANT As soon as an account locale is associated to a Microsoft account, it is permanent and cannot be changed.

If you want to access the Marketplace of a country different from the one associated with your current account, or if you want to switch between catalogs in markets where more than one Marketplace is offered, you must reset your phone and complete setup again by using a different Microsoft account.

IMPORTANT Resetting your phone returns all settings to their default states (factory settings) and keeps the current version of your operating system. A reset will also delete all personal content from the phone. This includes text messages, ringtones, contact groups, and any pictures, music, or videos. Most of this content will be lost and un-restorable except for media files (photos, music, and videos).

To prepare for a reset: Connect your phone to your computer by using the USB cable that was included with your phone, and then use the Zune software or Windows Phone app for Mac to sync your photos, music, and videos. After the reset, you can restore these media files back to your phone.

To change your Microsoft account, reset your phone:

1.	On Start, flick left to the App list, tap Settings and then tap About.
2.	Tap Reset your phone, located at the bottom of your screen,and then Tap Yes. Tap Yes again to confirm the reset.
3.	When your phone restarts, it will guide you through several steps to set up your phone. When you arrive at the Sign in with a Microsoft account page, sign in with the new ID that you want to use. This will be the Microsoft account used to access Marketplace, Xbox LIVE, and the Zune Music Pass on your Windows Phone.

Note After you reset your phone and sign in with a new Microsoft account, you can continue to use your previous Microsoft account for your email.


To learn more about how to reset your phone, and then restore your media content, see the following Microsoft Knowledge Base article:

2606900 (http://support.microsoft.com/kb/2606900#reset) Your Windows Phone 7 doesn't work or respond as expected



To set up a secondary Microsoft, Windows Live, or Hotmail account:

1.	On Start, flick left to the App list, tap Settings and then tap Email+accounts.
2.	Tap Add an account, and then tap Windows Live.
3.	Tap the Email address box, and then type your Microsoft, Windows Live, or Hotmail account.
4.	Tap the Password box, and then type your password.
5.	Tap Sign in.

If you set up additional Microsoft accounts on your phone, this means that photos in those additional accounts won't be synced to your phone, and you won't be able to use those Microsoft accounts to play Xbox LIVE games or use a Zune Music Pass.

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Marketplace Country

Marketplace country is determined ONLY by the locale of the user ID associated with the sign in account. Marketplace locale is NOT affected by the Country/region setting of the Microsoft account or the Region+language settings on the phone.

The Marketplace account locale also determines:

•	Content availability (apps, music, games)
•	Billing account country
•	Currency and app prices
•	Regional ratings and reviews
•	Localization of the app category lists

The account locale consists of a country and a language. For example, the locale for the United States is (United States - English).

Note Some countries may have more than one locale.

Locale Selection

The locale of the Marketplace account is determined by one of these methods:

1.	If the Microsoft account that is used for signing in has never been associated with a country, you will be prompted to select a country/region during Account setup. The country/region selection defines the account locale.
2.	If the Microsoft account used for signing in was previously used for Xbox LIVE, Zune, or a premium service, the account locale will default to the locale of the service.

For more information about how to set up Marketplace, see the following Microsoft Knowledge Base article:

2691982 (http://support.microsoft.com/kb/2691982/ ) How to set up your Windows Phone 7 Marketplace

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  Get help from the knowledgeable Windows Phone Community.

  Contact Us
  View other helpful articles and contact information.

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When you try to connect your Windows Phone 7 to your computer, you experience one or more of the following symptoms:

•	Your computer doesn't detect your phone.
•	The Zune Music + Video software doesn't open when your phone is connected to your computer.
•	The Zune software doesn't detect your phone, for example: • When you rest the pointer over the device icon in the lower-left corner of the Zune software, your device icon doesn't light up. (The device icon is located on the far left of the three icons displayed.)

Note If you are using Windows Phone 8, please see the following article in the Microsoft Knowledge Base:

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There are several things you can check to ensure your computer is configured correctly to connect with Windows Phone 7.

Before you begin, please verify that you are using the USB data sync cable included with your phone and that you have tried plugging the phone into another port directly on the computer. This may quickly solve your issue, without the need to go further. Otherwise, please follow these steps:

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1. Verify your USB Connection

1.	Click Start, right-click Computer, and then click Properties.
2.	Click Device Manager, located in the left column.
3.	A window will appear with the name of your computer and a list of files. If you don't see the files, click the name of your computer. The name of your Windows Phone 7 should be listed under Portable Devices.

If your computer’s Device Manager does not detect that your phone is connected, it is likely due to physical connection issue between the USB port on the phone and the USB port on the computer. Possible causes:

•	You are not using a good USB data sync cable, like the one that came with the phone. Some phones are also supplied with optional “charging” cables that cannot be used to establish a data connection with a PC. Try another cable, if possible.
•	There is dust or debris in the USB port on the phone. Try using a can of compressed air to clear the USB port on the phone to ensure a good connection.
•	The USB port on the computer is bad. Try connecting to another port.

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2. Reinstall the Zune software on your computer

Fix it for me
You may be able to resolve this problem automatically. Click the Fix this problem link. Then, click Run in the File Download dialog box and follow the steps in this wizard.

For Windows 8Fix this problem (http://go.microsoft.com/?linkid=9824576)
Microsoft Fix it 20059
For Windows 7, Vista, and XPFix this problem (http://go.microsoft.com/?linkid=9762094)
Microsoft Fix it 50577
Notes

•	This wizard may be in English only; however, the automatic fix also works for other language versions of Windows.
•	If you are not on the computer that has the problem, you can save the automatic fix to a flash drive or to a CD so that you can run it on the computer that has the problem.

For more information about how to install the Zune software, see the following Microsoft Support article:

929358 (http://support.microsoft.com/kb/929358) How to remove and then reinstall the Zune software

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3. Automatically check and update your drivers

You may be able to resolve this problem automatically. Click Fix this problem to open the Microsoft Fix It tool. Then, click Run in the File Download dialog box and follow the steps in the wizard.

The wizard fixes the following issues:

•	Drivers not installed
•	Out-of-date drivers
•	"Device not found" errors
•	Device-detection blocks by device and class filters

Notes

•	The instructions in this tool may be written only in the English language. However, the automatic fix also works for other language versions of Windows.
•	If you're currently not on the computer that has the problem, you can save the automatic fix to a flash drive or to a CD from the computer you're using now. Then, you can run the fix on the problem computer later.

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4. Update your driver manually

If Windows Device Manager indicates a device problem or if the driver version of Windows Phone 7 that's installed isn't the current version (4.8.2345.0), update the driver. To do this, follow these steps:

1.	Click Start, right-click Computer, and then click Properties.
2.	Click Device Manager, located in the left column.
3.	A window will appear with the name of your computer and a list of files. If you don't see the files, click the name of your computer. The name of your Windows Phone 7 should be listed under Portable Devices. If Windows Phone 7 was incorrectly installed, it may be listed with a yellow exclamation mark . Or, it may be listed under Other Devices as a USB device or an unknown device.
4.	On the Driver tab, click Uninstall.
5.	Select Delete the driver software for this device and then click OK.
6.	Return to the Device Manager window, click the Action menu, and then click Scan for hardware changes.
7.	Open Portable Devices, double-click the name of your Windows Phone 7, and then click the Driver tab. Or, if you don't see your phone name, click unknown device listed under Other Devices, and then click the Driver tab.
8.	Click Update Driver.
9.	Click Browse my computer for driver software.
10.	Click Browse, locate the Program Files/Zune/Drivers folder on your computer, and then click OK.
11.	Click Next and if you're prompted, click Install. You may only be given a Close option.
12.	After the driver installation is complete, Close the open windows until you exit the Device Manager. If you're prompted to restart your computer, do so when you can.

If Windows Device Manager still indicates a device problem, view the following article in the Microsoft Knowledge Base:

953933 (http://support.microsoft.com/kb/953933) Troubleshoot errors when the Zune software doesn’t detect a Zune player or Windows Phone 7

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5. If you are seeing a CONNECTION ERROR

If you see the following error message:


Then see the following article in the Microsoft Knowledge Base:

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6. Check for Diagnostic app

On some phones, an app may be available from the manufacturer to run a diagnostic check of your phone.

Important Usage of these apps is not intended for normal operation. If these apps are used, care has to be taken to avoid altering the phone settings incorrectly. In these apps, it is possible to change the USB setting of the phone so that it no longer works with your computer. If you have installed this app, check to make sure the USB setting is still correct.

Nokia Lumia

1.	Tap Diagnostics from your app list.
2.	Tap More and then tap Settings.
3.	Make sure the setting for USB Mode is set to Zune. If it is set to another setting, tap Zune and then tap Ok to confirm the change. Otherwise, press the back button to close the app.

Samsung Focus

1.	Tap Diagnosis from your app list.
2.	Enter code *#7284#.
3.	Make sure the setting for USB Path Control is set to Zune Sync. If it is set to another setting, tap Zune Sync and then tap Ok to confirm the change. Otherwise, press the back button to close the app.

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When you try to connect your Windows Phone 7 to a computer and open the Zune Music + Video software, you receive the following error message:

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There's an issue with the Zune software settings or your personal digital certificate.

Your personal digital certificate is your Windows Phone 7's unique identifier, and is used to sync with the Zune software. The certificate also provides secure communication between your computer and your phone.

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Restart your computer and phone

To restart your phone, press and hold the Power button until you see Slide down to power off, then flick down. After it’s off, press to turn on your phone again.

a.	If this restart sequence doesn’t work for your phone, try one of the following options: • Press and hold the Power button and "slide down" when prompted. After it’s off, press the Power button to turn on your phone again. • If your phone has a replaceable battery, remove and then reinsert the battery located under your phone’s back panel. Then press the Power button to turn on your phone again.
b.	As soon as your Windows Phone 7 has restarted, follow the manufacturer's recommended steps to restart your computer.
c.	If your phone is still not detected: 1. Restart the phone while it is attached to your computer. 2. Press and hold the Power button and "slide down" when prompted. Your phone should automatically restart if plugged into a usable USB port.

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Verify your USB Connection

Make sure your phone has a good connection to your computer. Possible causes of a bad connection can include:

•	You are not using the correct USB data sync cable, such the one that came with the phone. Some phones are also supplied with optional "charging" cables that cannot be used to establish a data connection with a computer. Try another cable, if possible.
•	There is dust or debris in the USB port on the phone. Try using a can of compressed air to clear the USB port on the phone to ensure a good connection.
•	The computer's USB port is bad. Try connecting to another port directly on the computer (don't use a USB hub).

If you have checked the USB port, try the steps below to trust the current certificate, create a new certificate, or reinstall the Zune software. (These can be done in any order.)

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Trust the Zune certificate

1.	Close the Zune software and disconnect your phone from your computer.
2.	Open Certificate Manager. To do this, click Start, type certmgr.msc in the Start search bar, and then press your Enter key. Windows 8 users: On the Start screen, type Certificate, tap or click Settings in the right column, and then tap or click Manage computer certificates.
3.	In the pop-up window, tap or click the Personal folder in the left column, and then double tap or double click the Certificates folder in the right column.
4.	Click the heading that says Issued By to sort the column, and then look for one or more certificates that read "zune-tuner://windowsphone/...".
5.	Right-click the certificate file and click Copy. If there is more than one file, hold the Ctrl key, click each file, then right-click a file and click Copy.
6.	Tap or click the Trusted Root Certification Authorities folder in the left column, right-click the Certificates folder, and then click Paste.
7.	Click Yes to install this certificate.

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Create a new certificate and then restore files

1.

Create a new certificate a. Close the Zune software and disconnect your phone from your computer. b. Open Certificate Manager, if it is not already open. To do this, click Start, type certmgr.msc in the Start search bar, and then press your Enter key. Windows 8 users: On the Start screen, type Certificates, tap or click Settings in the right column, and then tap or click Manage computer certificates. c. In the window, tap or click the Personal folder in the left column, and then double tap or double click the Certificates folder in the right column. d. Click the heading that says Issued By to sort the column, and then look for one or more certificates that read "zune-tuner://windowsphone/...". e. Right-click each certificate file, click Delete, and then click Yes. f. Tap or click File in the menu, then Exit. g. Click Start and in the search box enter %userprofile%\Application Data\Microsoft\Crypto\RSA, and then press Enter. Windows 8 users: Right-click in the lower left-hand corner of the screen and tap or click Run, or type Windows Key + R, and then type the string above. Note For some enterprise customers, the string will be %userprofile%\AppData\Roaming\Microsoft\Crypto instead. h. Find the folder that begins with "S-1-5-21-". i. Right-click the folder and then click Rename. Rename the folder so that it ends in .bak. This means you will likely be adding ".bak" to the end of the number. Note If there is more than one folder that begins with "S-1-5-21-", try this procedure with one folder at a time. If it does not work, rename the folder to the original name and try the next folder. j. As soon as you're done, open your Zune software and connect your phone to your computer. This creates a new certificate and folder. If you go back to your .bak certificate folder, and you may see some remaining files there. If this is the case, you should copy and paste these files in order to restore them to their previous state. To do this, see the following step.

2.

Restore any remaining files To restore any files remaining in the .bak folder, you have to copy those files from that folder and paste them into the newly created one. a. Click Start and in the search box type %userprofile%\Application Data\Microsoft\Crypto\RSA, and then press Enter. Windows 8 users: Right-click in the lower left-hand corner of the screen and tap or click Run, or type Windows Key + R, and thentype the string above. Note For some enterprise customers, the string will be %userprofile%\AppData\Roaming\Microsoft\Crypto instead. b. Tap or click the RSA folder. c. Find and open the folder that you renamed to end in .bak. d. Press Ctrl+A on your keyboard to select all the files, and then press Ctrl+C to copy them. e. Press the back button on your screen to return to the RSA folder. f. Locate and open the new folder that begins in "S-1-5-21-" and does not end in .bak. g. Press Ctrl+V to paste the files. When you see the warning "There is already a file with the same name in this location," click Don't Copy. h. Close the folder. Disconnect your Windows Phone from your computer and reattach it to see if it is recognized. If not, try the next section.

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Perform a custom installation of the Zune software

A custom reinstallation of the Zune software (also known as a "clean" installation) reinstalls the software without a trace of the earlier version, which means files or settings from your current Zune software won't transfer over.

To perform a custom installation, click the two Fix it wizards below. Start with "Remove and reinstall Zune," and then finish with "Reset your Zune collection and device settings."

Step 1: Remove and reinstall the Zune software

Fix it for me
You may be able to resolve this problem automatically. Click the Fix this problem link. Then, click Run in the File Download dialog box and follow the steps in this wizard.

For Windows 8 Fix this problem (http://go.microsoft.com/?linkid=9824576)
Microsoft Fix it 20059

For Windows 7, Vista, and XP Fix this problem (http://go.microsoft.com/?linkid=9762094)
Microsoft Fix it 50577

Notes

•	This wizard may be in English only. However, the automatic fix also works for other language versions of Windows.
•	If you are not on the computer that has the problem, you can save the automatic fix to a flash drive or to a CD so that you can run it on the computer that has the problem.

Step 2: Run the Zune software as an administrator

Run the Zune software one time as an administrator. To do this:

1.	Click Start, and then type Zune. Windows 8 users:On the Start screen, type Zune.
2.	Under Programs, right-click Zune, click Run as administrator, and then click Yes. Windows 8 users: Under Apps, right-click Zune, and then at the bottom of the screen, click Run as administrator.

Step 3: Reset your Zune collection and device settings

Fix it for me
You may be able to resolve this problem automatically. Click the Fix this problem link. Then, click Run in the File Download dialog box and follow the steps in this wizard.

For Windows 8Fix this problem (http://go.microsoft.com/?linkid=9824114)
Microsoft Fix it 20060

For Windows 7, Vista, and XP Fix this problem (http://go.microsoft.com/?linkid=9765838)
Microsoft Fix it 50607

Notes

•	This wizard may be in English only. However, the automatic fix also works for other language versions of Windows.
•	If you are not on the computer that has the problem, you can save the automatic fix to a flash drive or to a CD so that you can run it on the computer that has the problem.

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Known compatibility issues

You may also have a cryptographic program that is blocking the installation of the personal certificate. One of these programs, Instalable modulo criptografico DNIe is typically used in Spain. If you have this program installed, follow these steps:

1.	Uninstall the cryptographic program.
2.	Connect your Windows Phone to your computer. This creates the certificate needed.
3.	Reinstall the cryptographic program.

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When you connect your Zune device or you sync content with the Zune software, you receive the following error message:

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Try one or more of the following until the issue is resolved.

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Update the Zune software

Before you connect the Zune device, update the Zune software that is installed on your computer. To do this, start the Zune software, click Settings, click software, click GENERAL, and then click CHECK FOR UPDATES.

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Restart the Zune player

Restart the Zune player. Follow the instructions for the kind of player that you have:

•	Zune HD player: Press and hold the On/Off button for about 10 seconds until the player restarts.
•	Non-touchscreen Zune player: Set the Hold switch to the unlocked position, and then press and hold the Back button as you press the top of the Zune pad. When the Zune device starts to restart, you can release the buttons.

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Update the Zune device to the current device software

To do this, connect the Zune device to a computer that has the current Zune software installed, and then update the device to the current device software. For more information, click the following article number to view the article in the Microsoft Knowledge Base:

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Erase the Zune device, and then resync the content

1.	Start the Zune software on the computer.
2.	Connect your Zune device by using the Zune Sync Cable.
3.	Click Settings, and then click device. Click SYNC OPTIONS, and then click ERASE ALL CONTENT.
4.	When you receive the following message, click Yes: Please Confirm. Are you sure you want to erase the contents of the connected Zune? The "Erase All Content" message will be displayed. This process may take several minutes. Do not move or disconnect the Zune device until the message disappears. For more information about how to erase your Zune device, click the following article number to view the article in the Microsoft Knowledge Base: 926917 (http://support.microsoft.com/kb/926917/ ) How to erase all content from your Zune device

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