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Note As of November 15, 2015, the Zune service has been discontinued. This may cause errors when attempting to stream or download content or update the service. For more information, see the Zune retirement FAQ.
You see one of the following errors when you try to play an audio or video file using the Zune Music + Video software:
This may mean one of the following:
To resolve this problem, try the following solutions. If a solution doesn't work, go to the next one.
Solution 1: Close any other programs that might be using your computer's audio device, and then try to play the audio or video file again.
Solution 2: Check the following list of supported file types to see if your file should work. The Zune software plays media files in the following formats:
|File type||File name extension|
|AAC audio created with AAC-LC audio codec||.m4a and .m4b|
|MPEG-4 media created with either the MP4pt2 video codec or the H.264 video codec and the AAC-LC audio codec||.m4v and .mp4|
|QuickTime movie created with either the MP4pt2 video codec or the H.264 video codec and the AAC-LC audio codec||.mov|
|Windows Media Audio||.wma|
|Windows Media Center DVR (Windows Vista Home Premium and Ultimate only)||.dvr-ms|
|Windows Media Video||.wmv|
Solution 3: If the file type of your file isn't listed above, try to find a version of the song or video in a format supported by Zune. If you can’t find a copy of the file in a format supported by Zune, search online for an audio or video file conversion program to use.
Solution 4: If you have an audio or video file that's compatible with the Zune software but still doesn't play, the file might have been created with a codec that isn’t compatible with the Zune software. For example, some mobile phones with video capability can create MPEG-4 videos and use the AMR audio codec for sound. The AMR codec is not supported by Zune. If possible, use a different program to convert the audio or video file to a format that works in the Zune software.
Solution 5: A device driver software update might fix problems you’re having with your sound card or audio controller. To check if an update is available, go to Microsoft Update and follow the instructions if updates are available. Or, check the audio or video device manufacturer’s website for updates.
Solution 6: You might be trying to play one part of a multipart file. Use a newsreader or another similar program to combine the files, and then try playing them again.
If you keep experiencing the problem, contact Xbox Support.
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