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Error C00D11B2 occurs when using the Zune software

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 get the following error when you try to use the Zune software to play a song or a video:

Error code C00D11B2

This may mean that the Zune software can't connect to the Internet.

Internet access might be unavailable for a variety of reasons. For example, there might be a temporary problem with your Internet service provider (ISP). Or, Windows Firewall or another software program might be blocking Internet access.

Solution

Test your Internet connection by opening your browser and going to a website. If you can't access the Internet, and you've confirmed that there are no issues with your ISP, try the following troubleshooting steps:

  • Go to the Service Status page and check that the Zune service is up and running.
  • Make sure that all hardware devices are connected and turned on.
  • Make sure that your router or modem is working and that the indicator lights are all turned on.
  • Perform a clean startup to identify and disable any third-party firewalls on your computer. To do this, follow these steps:
    1. Click Start, click Run, type msconfig, and then click OK. You might be prompted for an administrator password or confirmation.
      For Windows 8 users only: On the Start screen, type Run first.
    2. In the System Configuration window, click the General tab, and then click Selective startup.
      • For Windows XP users only: Clear the Process SYSTEM.INI file, the Process WIN.INI file, and the Load startup items.
    3. Click the Services tab, and then click to select the Hide all Microsoft services checkbox, which is located in the lower-left corner.
    4. If it’s not already selected, click Disable all, and then click OK.
    5. Click Restart to restart your computer. When your computer restarts, open the Zune software. If you still have problems, and you have set up a third-party firewall, contact the manufacturer to determine how to configure the firewall to work with the Zune software.
  • Add Zune to the Windows Firewall exceptions list.
    The Windows Firewall is turned on by default. This means that most programs will be blocked from accessing your computer through the Internet unless you list the programs as exceptions. Here’s how to do this.

On Windows 7:

    1. Click Start, click Control Panel, and then click Windows Firewall
      For Windows 8 users only: On the Start screen, type Control Panel first.
    2. Click Allow a program or feature through Windows Firewall.
    3. Click Change settings, and then click Allow another program at the bottom of the window.
    4. In the Add a program dialog box, select Zune, and then click Add.
    5. Scroll down, select the checkboxes next to the Zune programs, and then click OK to exit.

On Windows XP and Windows Vista:

    1. Click Start, click Run, type firewall.cpl, and then click OK.
      For Windows Vista users only: Click Allow a program through Windows Firewall. You might be asked for an administrator password or confirmation.
    2. On the Exceptions tab, click Add Program.
    3. Click Browse, find and select Zune.exe, and then click Open.
    4. Click OK to exit.

If you continue to have problems, contact your Internet service provider (ISP).

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