Troubleshooting for Nokia Lumia 610

Your Microsoft account (formerly known as Windows Live ID) is used to access features such as Store (Marketplace), Xbox LIVE, Xbox Music Pass, and Zune Music Pass on your Windows Phone.

To change the Microsoft account that you use to access these features, you have to reset your phone to its original factory settings. However, you can remove any other email account, including additional Microsoft accounts, without resetting your phone.

Important A reset deletes all personal data and restores your phone to the state it was in when you purchased it.

•	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 your PC, purchased apps, and saved games.

For more information on how to backup and restore your information, and perform a hard reset of your phone, see the following Microsoft Knowledge Base articles:

•	2606900 (http://support.microsoft.com/kb/2606900/ ) Your Windows Phone 7 doesn’t work or respond as expected
•	2749480 (http://support.microsoft.com/kb/2749480/ ) Your Windows Phone 8 doesn't work or respond as expected

To change your Microsoft account, follow these steps:

1. Locate your primary Microsoft account:

a.	On Start, flick left to the App list, tap Settings , and then tap Email+accounts.
b.	Look for the first email account in the list that is named "Microsoft account" or "Windows Live". Tip If you renamed your primary account to something other than "Microsoft account," look for the first account that is listed with the Windows logo next to it.

2. Change the Microsoft account for your phone:

a.	On Start, flick left to the App list, tap Settings , and then tap About.
b.	Tap Reset your phone, and then follow the instructions to complete the reset of your phone.
c.	After your phone is reset, you can sign in with a Microsoft account of your choice. This will be the primary account that you use to access Store (Marketplace), Xbox LIVE, Xbox Music Pass, or Zune Music Pass on your Windows Phone.

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You can't update or sync a Windows Phone 7 using Windows RT. This is because Windows RT doesn't run desktop apps, such as the Zune software, which is needed to sync or update a Windows Phone 7.

Windows RT only runs applications that are accessed from the Windows Store.

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Symptoms

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If you try to install the Zune software app, you will see the error:


Read the Windows RT disclaimer.

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Windows Phone 7 requires the Zune software to sync content. This means you'll have to use a different version of Windows other than Windows RT (Windows 8, Windows 7, or Windows Vista for example). If you want to update your device, sync music, videos, or photos with your Windows Phone 7 you can only use the Zune software.

Here are some other ways to sync content, if you don’t currently have access to another version of a Windows PC:

•

Use the SkyDrive app and device integration: Windows Phone 7 has a seamless connection to SkyDrive so that photos, videos and documents can be uploaded and accessible on SkyDrive-enabled devices. On Windows 8 and Windows RT, the SkyDrive app is included so you can access your content from your phone without having to physically connect with a USB cable.

•

Use your cloud collection. The content you buy on your Windows Phone 7 becomes part of your cloud collection. So, you can play this content on your Windows 8, Windows RT, or XBox console through the Xbox Music app. Keep in mind that the cloud collection service is only available on Windows 8 and Windows RT as XBox Music, and on Windows Phone 7 it's available in the Zune Marketplace. Note that it's not backwards compatible to access your collection.

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To learn more about Zune installation details, go to Install the Zune software, on the Windows Phone 7 How-to websites.

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You received a message on your Windows Phone 7 regarding an update:

An update is available. Updates can make your phone work better and add new features. They can make your phone more secure, too. To learn more and install this update, connect your phone to your computer. This message indicates that a newer version of the software for your Windows Phone 7 is available. More information about this update can be found on this Windows Phone 7 Help and how-to webpage: Phone updates FAQ. If you have problems installing the updates, see the links below.

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First make sure that your phone is ready to install the update. To learn more about this, visit Windows Phone 7 update central. (http://www.windowsphone.com/en-US/How-to/wp7/update-central)

Once your phone is ready, find your error code below and follow the steps given:

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80070013 or 8007000F

Recently, a small number of HTC users have experienced software installation issues via the Zune software, which was caused by an earlier hardware firmware version. To address this, an updated firmware patch is available on the HTC website (http://www.htc.com/www/support/news.aspx?p_id=415&p_name=htc-titan) to ensure future installations will not be affected for any users who encounter the issue. User data will not be affected.

Select the HTC web site closest to your location. Download the hotfix and follow the on-screen instructions to resolve the issue.

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800704C7

The update process was cancelled.

If you did not intentionally cancel the update process, then make sure that you are using the USB cable which was included with your phone. Reconnect your phone to another USB port on your computer. Do not use a USB hub or ports on the front of your computer.

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800704DD

Current user is not a member of local Administrators.

The check for updates failed before the update was successfully downloaded, possibly because you were not logged in as a local administrator.

Temporarily change your account type to administrator on your computer.

When attempting the phone update process, the best user account to use is the one you use every day, however, your account may need to be an administrator account in order to successfully update your phone.

If you are not sure whether the account that you have on the computer is an administrator account, you can check the account type in User Accounts.

•

How do I check the type of account I have? After you log on to your computer, Click the Start button , click Control Panel, click User Accounts, and then click Manage User Accounts. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. The steps that you should follow will vary, depending on whether your computer is a member of a domain or a workgroup: • If your computer is a member of a domain, your user name is highlighted and your account type is shown in the Group column. Currently logged-on domain user. • If your computer is in a workgroup, your account type is displayed below your user name. Currently logged-on workgroup user. If your account type is Administrator, then you are currently logged on as an administrator. If your account type is NOT Administrator, then you may need to change your account type to an administrator unless you know the username and password for another account on the computer that is an administrator. You can also ask an administrator to change your account type to an administrator. For Windows Vista or Windows XP, see the following articles: • User accounts: frequently asked questions (http://windows.microsoft.com/en-US/windows-vista/User-accounts-frequently-asked-questions) (Windows Vista) • Types of user accounts (http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/ua_c_account_types.mspx?mfr=true) (Windows XP)

•

How do I change my account type to an administrator? If your account type is NOT Administrator, then you cannot change your account type to an administrator unless you know the username and password for another account on the computer that is an administrator. If you are not an administrator, you can ask an administrator to change your account type to an administrator. The steps that you should follow will vary, depending on whether your computer is a member of a domain or a workgroup. Your computer is a member of a domain 1. Open User Accounts by clicking Start , Control Panel, User Accounts, and then Manage User Accounts. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. 2. On the Users tab, under Users for this computer, click the user account name, and then click Properties. 3. On the Group Membership tab, click the group you want the account to be in, click OK, and then click OK again. Your computer is in a workgroup 1. Open User Accounts by clicking Start , Control Panel, User Accounts and Family Safety, User Accounts, and then Manage another account. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. 2. Click the account you want to change, and then click Change the account type. 3. Select the account type you want, and then click Change Account Type.

Once you've logged in as an administrator, try updating your phone again.

For information on changing a user account type in Windows Vista or Windows XP, see the following articles:

•	Change a user's account type (http://windows.microsoft.com/en-US/windows-vista/Change-a-users-account-type) (Windows Vista)
•	To change a user's account type (http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/ua_change_account_type.mspx?mfr=true) (Windows XP)

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800705B4

Your phone can’t finish the update because it timed out.

If you’re encountering error 800705B4 (“The timer ran out on what we were trying to do”) when updating your phone, the following set of steps may resolve the problem.

Delete history for Internet Explorer Mobile, Maps, and Search, and try the update again

Disconnect your phone from your computer before you start.

a.	Delete cookies, history, and saved passwords for Internet Explorer Mobile. 1. On Start, flick left to the App list, and then tap Settings . 2. Flick to Applications, then tap Internet Explorer. 3. Tap Delete history to erase browser history, saved cookies and passwords, and temporary Internet files from your phone.
b.	Delete previous map searches, pins, and image data from your phone. 1. On Start, flick left to the App list, and then tap Settings . 2. Flick to Applications, then tap Maps. 3. Tap Delete history to erase map search history, pins, and image data from your phone.
c.	Delete previously-typed search terms from your phone. 1. On Start, flick left to the App list, and then tap Settings . 2. Flick to Applications, then tap Search. 3. Tap Delete history to erase previously typed search terms from your phone.

Reconnect your phone using the USB cable that was included with the phone to try the update again.

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80072EFF, 80072EE2, 80072FA8, 801811A5, 801881CC, or 80072EE7

To resolve this problem, try the following steps.

1.	Restart your phone and check your USB cable: a. Restart your Windows 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 doesn't work try one of these: Press and hold the Power button for 10 seconds. After it’s off, press to turn on your phone again. Or, Remove and reinsert the battery located under your phone’s back panel. Press to turn on your phone again. b. Make sure that you are using the USB cable which was included with your phone. c. Try to reconnect your phone to another USB port on your computer. Do not use a USB hub or ports on the front of your computer.
2.	Check your internet connection: a. Make sure that your computer is connected to the Internet and try again. b. If your computer is behind a firewall or on a corporate network, the Zune software requires certain ports and URLs to be accessible in order to perform tasks such as Windows Phone 7 Update. For more information, see the following Microsoft Knowledge Base article: 2605818 (http://support.microsoft.com/kb/2605818/ ) Enterprise support requirements for Windows Phone Update and Windows Phone Developer Registration
3.	Restart your computer.
4.	If your computer is connected to the Internet but you are still unable to update the software, make sure that the "System Event Notification Service" is running: a. Open the Services console window: • If you're running Windows 7 or Windows Vista: Click Start, type services.msc in the Start search box, and then press Enter. If you are prompted for an administrator password or for confirmation, enter the password or click Continue. • If you're running Windows XP: Click Start, and then click Run. In the Open box, type services.msc, and then press Enter. If you are prompted for an administrator password or for confirmation, enter the password or click Continue. b. Under Name, locate "System Event Notification Service," and then verify that the Status is set to Started. c. If the Status is blank or the Startup type is set to Disabled, right-click System Event Notification Service, and then click Properties. On the Startup type menu, select Automatic or Automatic (Delayed Start), click Apply, click Start, and then click OK. d. If the Status was already Started, restart the service. To do this, right-click System Event Notification Service, and then click Restart.

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80072F05 or 801881E4

Can't communicate with the update service.

Make sure that your phone has the correct date and time. To set the date and time on your phone:

1.	On Start, flick left to the App list, and tap Settings.
2.	Tap Date+time and slide Set automatically to Off.
3.	Check that your Time zone, Time, and Date are accurate and correct where it is required.

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80181103

Can't rename the update folder.

A problem was encountered trying to create or rename folders on your computer as part of the Windows Phone update process. There are 2 possible solutions:

Solution 1: Temporarily change your account type to administrator on your computer. When attempting the phone update process, the best user account to use is the one you use every day, however, your account may need to be an administrator account in order to successfully update your phone.

If you are not sure whether the account that you have on the computer is an administrator account, you can check the account type in User Accounts.

•

How do I check the type of account I have? After you log on to your computer, Click the Start button , click Control Panel, click User Accounts, and then click Manage User Accounts. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. The steps that you should follow will vary, depending on whether your computer is a member of a domain or a workgroup: • If your computer is a member of a domain, your user name is highlighted and your account type is shown in the Group column. Currently logged-on domain user. • If your computer is in a workgroup, your account type is displayed below your user name. Currently logged-on workgroup user. If your account type is Administrator, then you are currently logged on as an administrator. If your account type is NOT Administrator, then you may need to change your account type to an administrator unless you know the username and password for another account on the computer that is an administrator. You can also ask an administrator to change your account type to an administrator. For Windows Vista or Windows XP, see the following articles: • User accounts: frequently asked questions (http://windows.microsoft.com/en-US/windows-vista/User-accounts-frequently-asked-questions) (Windows Vista) • Types of user accounts (http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/ua_c_account_types.mspx?mfr=true) (Windows XP)

•

How do I change my account type to an administrator? If your account type is NOT Administrator, then you cannot change your account type to an administrator unless you know the username and password for another account on the computer that is an administrator. If you are not an administrator, you can ask an administrator to change your account type to an administrator. The steps that you should follow will vary, depending on whether your computer is a member of a domain or a workgroup. Your computer is a member of a domain 1. Open User Accounts by clicking Start , Control Panel, User Accounts, and then Manage User Accounts. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. 2. On the Users tab, under Users for this computer, click the user account name, and then click Properties. 3. On the Group Membership tab, click the group you want the account to be in, click OK, and then click OK again. Your computer is in a workgroup 1. Open User Accounts by clicking Start , Control Panel, User Accounts and Family Safety, User Accounts, and then Manage another account. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. 2. Click the account you want to change, and then click Change the account type. 3. Select the account type you want, and then click Change Account Type.

Once you've logged in as an administrator, try updating your phone again.

For information on changing a user account type in Windows Vista or Windows XP, see the following articles:

•	Change a user's account type (http://windows.microsoft.com/en-US/windows-vista/Change-a-users-account-type) (Windows Vista)
•	To change a user's account type (http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/ua_change_account_type.mspx?mfr=true) (Windows XP)

Solution 2: Reinstall the Zune software on your computer.
If your account is already an administrator account, or if you are unable to change your account type to an administrator, try removing and reinstalling the Zune software and then try the phone update process again.

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

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801811A3, 801811A8, or 8018119C

Problem encountered with the Background Intelligent Transfer Service (BITS).


Try enabling and restarting the BITS service and clear the BITS job queue.

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=9825187)
Microsoft Fix it 20057

For Windows 7, Vista, and XP:

Fix this problem (http://go.microsoft.com/?linkid=9758089)
Microsoft Fix it 50581


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 which has the problem.

You can also try to fix it yourself following these steps:

1.	Open the Services console window: • If you're running Windows 7 or Windows Vista: Click Start, type services.msc in the Start Search box, and then press Enter. If you are prompted for an administrator password or for confirmation, enter the password or click Continue. • If you're running Windows XP: Click Start, and then click Run. In the Open box, type services.msc, and then press Enter. If you are prompted for an administrator password or for confirmation, enter the password or click Continue.
2.	Under Name, locate Background Intelligent Transfer Service, and then verify that the Status is set to Started.
3.	If the Status is blank or the Startup type is set to Disabled, right-click Background Intelligent Transfer Service, and then click Properties. On the Startup type menu, select Automatic or Automatic (Delayed Start), click Apply, click Start, and then click OK.
4.	If the Status was already Started, restart the service. To do this, right-click Background Intelligent Transfer Service, and then click Restart.
5.	If you're running Windows 7 or Windows Vista: Click Start, type cmd in the Start Search box, and then press Enter. If you are prompted for an administrator password or for confirmation, enter the password or click Continue. Type bitsadmin /reset and press Enter. If you're running Windows XP, you may first have to install bitsadmin from the Windows XP Service Pack 2 Support Tools (http://www.microsoft.com/downloads/details.aspx?familyid=49ae8576-9bb9-4126-9761-ba8011fabf38) package.

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80181196

Your phone's battery is too low to continue with the update. Charge it, and then try again later.

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80181197

Not enough space on your hard disk.

There isn't enough available space on your computer's hard disk. Remove any nonessential programs, documents, or media files and try again. You can also free up some disk space by running the Disk Cleanup wizard.

To run Disk Cleanup:

1.	Click Start.
2.	Click All Programs.
3.	Click Accessories.
4.	Click System Tools.
5.	Click Disk Cleanup.

With the latest version of the Zune software, you can choose not to back up your phone's existing software and settings. This option appears in the Zune software when it detects that your computer doesn't have enough free space. Keep in mind that if you choose to skip the backup and the update doesn't complete successfully, you might not be able to restore your phone's software and settings to their previous states.

For more information, see the Windows Phone Help and how-to page Make room on my computer for phone updates (http://www.windowsphone.com/en-us/how-to/wp7/basics/make-room-on-your-computer-for-phone-updates) .

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80181198, 801881CD, 8018000E, or 80180033

Not enough free space.

Your phone can't finish updating because it doesn't have sufficient free space. Temporarily delete some things from your phone (such as apps and media). Then reconnect and try again.



To remove media from the phone:

1.	Start the Zune Music + Video software on your computer.
2.	Click Phone and then select music, videos, pictures, or podcasts as appropriate.
3.	Right-click the files that you want to delete. Then, click Delete from .

To remove an app, locate where the app is installed on your phone. Tap and hold the app icon, then tap uninstall.

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801812C1

For Samsung Omnia 7 owners, try the steps described in the following KB:


For all other Windows Phones, a driver on your computer must be updated to resolve the issue.
A Windows Phone driver needed by the update was not installed on your computer in time. Try the update again. If you continue to receive this error, ensure that the Windows Phone driver is properly installed:

1.	Unplug the USB cable from the phone.
2.	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.
3.	As soon as the phone turns on and vibrates, press and hold the Camera button until the following "Connect to PC" screen appears. It may take a few moments for this to appear. Once the screen appears, you may release the Camera button.
4.	Reconnect your phone using the USB cable.
5.	Validate that the Windows Phone driver is installed via Device Manager: a. Click Start, right-click Computer , and then click Properties. b. Click Device Manager. c. Expand Portable Devices. The model name of your phone should now be listed.
6.	If the entry under Portable Devices indicates an issue, run the Microsoft Fix It solution below. This solution will ensure your computer is correctly configured to receive driver updates. Fix this problem Microsoft Fix It 20024 Note If there is no entry in the Device Manager for your phone, your computer is not recognizing that the phone is connected to it. Make sure that you're using the USB data sync cable which was included with your phone. You may also try another port on the computer, but don't use a USB hub or the ports located on the front of your computer. If available, use a compressed air duster to remove any dirt or debris from the USB port on the phone.
7.	If there are no issues, restart the phone: Press and hold the Power button until the phone restarts.
8.	Try the update again.

If the driver update does not solve the problem, allow "Connect to PC" mode to timeout and automatically restart the phone.

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How to automatically restart the phone

1.	Unplug the USB cable from the phone.
2.	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.
3.	As soon as the phone turns on and vibrates, press and hold the Camera button until the following "Connect to PC" screen appears. It may take a few moments for this to appear. Once the screen appears, you may release the Camera button.
4.	DO NOT CONNECT THE PHONE TO THE USB CABLE.
5.	With the phone in “Connect to PC” mode, wait for the phone to restart on its own. Note This may take up to 5 minutes.
6.	After the phone has restarted, try the update again.

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801812DD, 801811C5, or C1010007

Make sure that you are using the USB cable which was included with your phone.

Try to reconnect your phone to another USB port on your computer. Do not use a USB hub or ports on the front of your computer.

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Stuck in download mode

If your phone appears to be stuck in "Download Mode," you may have to be patient. It can take up to 30-40 minutes for your phone to update. If the phone is still taking too long to update:

1.	Disconnect the USB cable.
2.	Remove and reinsert the battery.
3.	Press the Power button to turn the phone back on.
4.	Reconnect the USB cable and start the update process again.

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Stuck at OEM splash screen

During the phone startup sequence, a series of splash screens are displayed for the original equipment manufacturer (OEM), mobile operator, and for Windows Phone.

If your phone seems to be stuck at the OEM splash screen, you may have disconnected your phone during an update before it successfully completed.

You will have to put your phone in download mode to restore your phone from backup and then retry the update.

To restore your phone by putting it into download mode:

1.	Turn off your phone. Note If your phone is currently stuck at the OEM splash screen, you may have to remove 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 your computer.
5.	Continue holding down the camera button until the connect-to-computer mode screen appears.
6.	Release the camera button.
7.	If it is not already running, start the Zune software on the computer.
8.	The Zune software should automatically prompt you to restore your phone.

After you complete the restore process, you can then retry the phone update.

Important When retrying the phone update, make sure that you let all steps of the update to complete before disconnecting your phone from the computer. Some steps of the update process can take a long time to fully complete.

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Error not listed here or phone still not working

If you receive an error that is not listed here, visit our forums at Microsoft Community (http://go.microsoft.com/fwlink/p/?LinkID=226241) for more information.

If your Windows Phone still does not respond, try the following:

•	Restart your phone, reconnect it to your computer by using the USB cable that was included with the phone, and then try to update your phone again. When you connect your phone to your computer, make sure that you do not use a USB hub.
•	Try a restart, reset and restore, or roll back of your Windows Phone 7 might help. See the following Microsoft Knowledge Base article to learn more: 2606900 (http://support.microsoft.com/kb/2606900)  Your Windows Phone 7 doesn't work or respond as expected

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When you try to subscribe to a podcast from Windows Phone 7, the podcast doesn't download after you tap Confirm.

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Remove all manually-created podcast files from your phone before you try to subscribe to new podcasts. To do this, locate the podcast on your phone, tap and hold the podcast icon, and then tap Delete from the menu list.


Here's how to locate podcasts that were manually created:

On your Windows Phone 7:

1.	On Start, tap the Music+Videos tile.
2.	Tap Podcasts, and then tap Video or Audio.
3.	Look for any podcast that is displayed as a shaded thumbnail.
4.	Tap and hold the thumbnail, then tap Delete.

From the Zune software:

1.	Open the Zune software on your computer.
2.	Click Collection, and then click Podcasts.
3.	In the Podcasts list, look for podcasts with the Zune logo.
4.	Click the podcast and then read the text under Details, in the right column: "Couldn't determine the URL for this podcast series. To subscribe to it, select one or more episodes and enter a URL."
5.	Right-click the podcast icon, and then click Delete from the menu list. Connect your Windows Phone to sync the change.

To learn more about subscribing to podcasts, view Get music, videos, and podcasts from Marketplace.

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When you try to update or add credit card information for a Zune Music Pass subscription, or a "Pay as you go" account, you receive the following error message: 

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This problem may occur when one or more of the following conditions are true:

•	Your Zune billing address differs from the credit card billing address.
•	You try to use a new credit card that has not been activated by the credit card company.
•	Your outstanding balance in the Zune Marketplace is more than the available credit in the credit card account.
•	Your entire name does not appear on your Zune account.
•	Your credit card account is not set up to accept online purchases or automatic billing.

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1.	Verify that the Zune billing address is the same as the credit card billing address.
2.	Verify sure that your Zune account reflects your complete first and last name.
3.	If you are using a new credit card, make sure that you have activated the card by following the instructions that came with the card. Contact the credit card company for help activating your card.
4.	Verify that you have the required balance available on your credit card account to make the desired purchase.
5.	Verify with your bank that your credit card is set up to accept online purchases and automatic withdrawals.
6.	Use a different credit card.

For more help resolving credit card issues, contact the company that issued your credit card.

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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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Community Forum
Get help from the knowledgeable Windows Phone Community.

Contact Us
View other helpful articles and contact information.

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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.

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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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You're unable to use your Zune Pass subscription with Windows Phone 7.

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There are several possible causes of this issue:

•	You don't have a Zune Pass.
•	Your phone is not associated with the same Windows Live ID used for your Zune Pass.
•	You have too many phones or devices registered to your Zune Pass.

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If you don't have a Zune Pass

If you are a new Zune customer and don't yet have a Zune Pass, you can sign up for one at http://www.zune.net/zunepass (http://www.zune.net/zunepass) . You'll have to sign up for the Zune Pass by using the same Windows Live ID that you use on your phone. To determine which Windows Live ID is associated with your phone, read the following article in the Microsoft Knowledge Base:


If you already have a Zune Pass

If you already have a Zune Pass, you should be able to download music as soon as you tap and hold an item. See the following article on the Zune help and how-to site for more information about getting videos, music, and podcasts from Zune Marketplace. 

Get music, videos, and podcasts from Marketplace (http://www.microsoft.com/windowsphone/en-us/howto/wp7/music/get-music-videos-and-podcasts-from-marketplace.aspx)


However, if you tap and hold an item and the option to download does not appear (see image below), then your Windows Phone is associated with a different Windows Live ID than the one that you are using for your Zune Pass subscription. 



If this is the case, you have two options:

•

Option 1: Cancel the Zune Pass subscription and sign up for a new one by using the same Windows Live ID that is associated with your phone.

•

Option 2: Reset your phone to the original factory settings and then use the Windows Live ID used by your Zune Pass for the phone. To reset your phone to the original factory settings: 1. On your Windows Phone, flick left and tap Settings. 2. Scroll down and tap about. 3. Tap reset your phone. Note Resetting your phone to the original factory settings will delete all content on your phone, including purchased apps, music, video, and photos.

For more information about how to select the best Windows Live ID, view the following article on the Windows Phone website:

Which Windows Live ID should I use? (http://www.microsoft.com/windowsphone/en-us/howto/wp7/start/which-windows-live-id-should-i-use.aspx)


If you have too many devices registered to your Zune Pass

If the option to download appears, but is grayed out, it may mean that you have reached the maximum number of devices that can be registered to a single Zune Pass subscription. You can have up to 3 devices registered and may remove one device from your Zune Pass subscription every 30 days. 

To manage the devices that are registered to your Zune Pass:

1.	Open the Zune software on your computer.
2.	Click Settings, click Account, and then click Computers and Devices.
3.	If you are not signed in, click Sign In, and then enter your Windows Live ID.
4.	Under Zune Pass computer and devices, click Remove next to a device that you want to remove, and then click OK.

The next device that you use with your Zune Pass subscription will automatically be registered.

The download option may not appear on your phone if your date and time are incorrect. To check the date and time:

1.	On your phone's Start screen, flick left to the app list.
2.	Tap Settings.
3.	Tap date & time.
4.	Slide Set automatically to Off.
5.	Check that your Time zone, Time, and Date are accurate and correct where they are needed.
6.	Slide Set automatically back to On.

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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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