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Article ID: 974593 - Last Review: May 16, 2011 - Revision: 2.1

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SUMMARY

This article describes how to reformat the software for the following Zune HD player:

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If your player isn't operating as expected, try reinstalling the Zune HD software to restore it back to its original settings.

Note If your Zune player is not a Zune HD player, see the article in the Microsoft Knowledge Base:

927001 (http://support.microsoft.com/kb/927001) Steps to reformat your non-touchscreen Zune player to its factory settings

MORE INFORMATION

We recommend that you reinstall the player software (step 1) before you consider erasing the device completely (step 2). 

1. Reinstall the Zune HD player software

  1. Press and hold the On/Off button for about 10 seconds until the player restarts.

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    On/Off button
  2. Immediately press and hold the Media button until CONNECT ZUNE TO YOUR PC is displayed on the screen.

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    Media Button
  3. After CONNECT ZUNE TO YOUR PC is displayed, connect your Zune HD to the computer that has the current version of the Zune software. Then, update the device to the current version of the device software.
After you complete these steps, you should now be able to use the player again.

If your Zune HD still doesn't work correctly, try step 2. 

2. Erase and reinstall the Zune HD player software

Important When you reformat your Zune player by erasing and reinstalling the software, you remove the Zune player software and delete all content. This includes all music, videos, pictures, podcasts, friends, games, and audio books that you've added to your Zune player. The steps listed below restore your player back to the condition it was in when you first bought it.

Before getting started, we recommend that you sync your Zune player with the Zune software on your computer to back up any Zune Marketplace content before you follow the reformatting steps below.

For more information about how to back up your content, click the following article number to view the article in the Microsoft Knowledge Base:
952590  (http://support.microsoft.com/kb/952590/ ) How to back up content that you purchased from the Zune Marketplace

Here are the steps to erase and reinstall the Zune player software:
  1. Press and hold the On/Off button for about 10 seconds until the player restarts.

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    On/Off button
  2. Immediately press and hold both the Media button and the Home button until CONNECT ZUNE TO YOUR PC is displayed on the screen.

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    Full Restore buttons
  3. After CONNECT ZUNE TO YOUR PC is displayed, connect your Zune HD player to a computer that has the current version of the Zune software, and then update your Zune HD to the current version of the player software.
After you connect your player to your computer and your Zune software, you'll perform the steps of giving your player a name and picking your sync options. Then, you can start using your player again as usual.

For more information about how to update the software on your Zune HD, click the following article number to view the article in the Microsoft Knowledge Base:
926770  (http://support.microsoft.com/kb/926770/ ) How to update your Zune device
If the Zune HD player still doesn't work correctly, it may have to be sent in for service. Please visit http://service.zune.net, (http://service.zune.net)  register your Zune player, and then select an issue description to start the process. 


APPLIES TO
  • Zune software
  • Zune HD 16GB
  • Zune HD 32GB
  • Zune HD 64GB
Keywords: 
kbsurveynew kbexpertisebeginner kbpubtypekc kbzuneamericasportal kbhowto kbzunehardware KB974593
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