Troubleshoot sign-in issues with your Zune account

Overview

If you experience issues when you try to sign in to your Zune account or the Zune Marketplace, there are some solutions that you can try to fix your problem.

Solutions

Try to sign in a different way

There are two places where you can sign in to your Zune account:

  • From the Zune Music + Video software
  • From Xbox.com

If you can’t sign in to your account using the Zune software, try signing in from the Xbox.com site. To do this:

  1. Go to Xbox.com. If you’re not already signed in, click Sign In in the upper-right corner of the screen, and then enter your user name and password.
  2. Click My Account, in the upper-right corner of the screen. This should take you to a page where you can view and manage your Zune account.

If you can't sign in to your account using the Zune software, but you can sign in to your account through Xbox.com, your firewall settings may be blocking the software. To solve this problem, go to the Change your firewall settings section.

Check your network connections and your sign-in information

Try one or more of the following:

  • Check the status of the Zune service at Xbox Live Service Status. If the service is unavailable, try again later.
  • As obvious as it seems, make sure that you're connected to the Internet. You might have lost your Wi-Fi connection, your service might be down, or your router might be offline and may need a simple restart.
  • To check your connection on the computer having the problem, click the Start, and then click Control Panel.
  • If you’re using Windows 8: From the Start screen, start typing control panel, and then press Enter to access your control panel screen.

  • Click or tap Network and Internet, and then click or tap View network status and tasks. This screen will tell you whether you're connected to a network or not.
    • If you're not connected, click or tap Connect to a network from the status window, and then select an available network.
    • If you’re connected to the wrong network, select the right network. Enter your password, if requested.

If you still can’t connect to the Internet, it could be a problem with your Internet service. You can wait a while and try to sign in again later, or contact your service provider.

Make sure that you have entered the correct email address and password. Here are a few tips to consider when signing in to your Zune account:

  • Make sure the caps lock key on your keyboard is off.
  • The email and password for your Zune account is the same one you use to sign in to your Xbox account and Microsoft account, which was also called your Windows Live ID.
  • If you recently added or changed a Microsoft account (also called Windows Live ID), and you used an older account to set up your Zune, this new account is not going to sign you in to your Zune account.
  • If you want your Zune account associated with a new Microsoft account and password, the only way you can do this is to open a new Zune account, which will be separate from the one you already have.

If you forgot your password, or you can’t sign in using the correct password, go to Reset your password.

Change your firewall settings

If you can't sign in to your account using the Zune software, but you can sign in to your account through Xbox.com, you might have to add Zune to the Windows firewall exceptions list. Here’s how:

On Windows 8 and Windows 7

  1. Click Start, type firewall.cpl in the Start Search box, and then press Enter.

    On Windows 8: From the Start screen, start typing firewall.cpl, and then click or tap the icon when it appears on your screen.

  2. Click Allow a program through Windows Firewall in the left column. Or, click or tap Allow an app or feature through Windows Firewall if you’re using Windows 8.
  3. Click or tap Allow another program/app in the lower-right corner.
  4. Find and then select Zune in the Add a program/app window, and then click Add.
  5. Select Zune, and then click Add.
  6. Click OK two times to save your changes.

On Windows Vista

  1. Click Start, type firewall.cpl in the Start Search box, and then press Enter.
  2. Click Allow a program through Windows Firewall. If you’re asked for an administrator password or for a confirmation, type the password, or click Continue.
  3. Click Add program, and then click Browse.
  4. Locate Zune, and then click Open.

    Note By default, Zune is installed to the C:\Program Files\Zune folder.

  5. Click OK two times to save your changes.

On Windows XP

  1. Click Start, click Run, type firewall.cpl, and then click OK.
  2. Click the Exceptions tab.
  3. Click Add Program, and then click Browse.
  4. Locate and select Zune.exe, and then click Open.

    Note By default, Zune is installed to the C:\Program Files\Zune folder.

  5. Click OK two times to save your changes.

Check your computer’s date and time settings

Make sure the time and date are set correctly on your computer. To change these settings, click the time in the notification area (at the far right of the taskbar) click Change date and time setting, and then make the appropriate changes.

Check your regional settings

Make sure that your computer’s regional settings match your Zune account’s regional settings. Here’s how to check:

  1. To check your Zune account settings, go to Billing Contact Information, where your Zune account information is stored.
  2. See what is listed under Country/Region.
  3. Now check the setting on your computer. Click Start, and in the Start search box, type Region and Language.
  4. From Windows 8: From the Start screen, start typing region, and make sure Settings is selected in the search bar at the right. When you see “region” appear on screen, tap or click the icon, and the window will show you your region.

  5. Click Region and Language, and you’ll see your region listed at the top of the window. If the region and language listed for your Zune account doesn't match the one listed for your computer, correct it, and try signing in again.

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