Zune software "Can’t complete the operation because there is no Internet access" error message

Overview

When you try to use the Zune software, you might get the following error message:

Can’t complete the operation because there is no Internet access. Make sure you’re connected to the Internet, then try again.

To solve this problem, try the solutions in this article.

On this page

Try to visit webpages

Test to see whether you can visit webpages on the computer. Try to go to a webpage that you have not visited in some time or have never been to.

Check all hardware devices

If you cannot visit any webpages, test to make sure that all hardware devices are connected correctly and are turned on.

Check the lights on the modem

Verify that the cable modem or router’s light indicators are on or show activity. Some indicators that may be relevant have the following labels:

  • WLAN
  • WAN
  • Data
  • Sync
  • Power
  • Status

Check the Winsock2 key

Determine whether the Winsock2 key is corrupted:

  1. In Windows XP, click Start, click Run, type msinfo32, and then click OK.
    In Windows 7 or in Windows Vista, click Start, type run in the Start Search box, and then click Run under Programs. Type Msinfo32, and then click OK.
  2. Expand Components, expand Network, and then click Protocol.
    Typically, you have 10 sections under Protocol. If the Winsock2 key is undamaged, the section headings have the following names:
    • MSAFD Tcpip [TCP/IP]
    • MSAFD Tcpip [UDP/IP]
    • RSVP UDP Service Provider
    • RSVP TCP Service Provider
    • MSAFD NetBIOS [\Device\NetBT_Tcpip
    • MSAFD NetBIOS [\Device\NetBT_Tcpip
    • MSAFD NetBIOS [\Device\NetBT_Tcpip
    • MSAFD NetBIOS [\Device\NetBT_Tcpip
    • MSAFD NetBIOS [\Device\NetBT_Tcpip
    • MSAFD NetBIOS [\Device\NetBT_Tcpip

If the names differ from the names in this list, the Winsock2 key is corrupted or you have a third-party add-in, such as proxy software, installed.

If you have a third-party add-in installed, the name of the add-in will replace the letters "MSAFD" in the names in this list.
If there are more than 10 sections in the list, you have third-party add-ins installed. If there are fewer than 10 sections, some information is missing.
If you determine that there is a Winsock corruption, repair the Winsock2 key. To do this, follow these steps.

Windows XP

  1. Click Start, click Run, type cmd, and then press Enter.
  2. At the command prompt, type the following command, and then press Enter:
    netsh winsock reset
  3. Restart the computer.

Windows 7 or Windows Vista

  1. Click Start, type cmd in the Start Search box, and then right-click cmd under Programs.
  2. Click Run as administrator.
  3. Type the following command, and then press Enter:
    netsh winsock reset
  1. Restart the computer.

    For computers that are running Windows XP SP2, there is a new netsh command that can rebuild the Winsock key. For more information, see this TechNet article.

    Warning Programs that access or monitor the Internet, such as antivirus, firewall, or proxy clients, may be adversely affected when you run the netsh winsock reset command. If you have a program that no longer functions correctly after you use follow these steps, reinstall the program to restore its functionality.

Verify your Internet connection

Windows XP

  1. Click Start, and then click Control Panel.
  2. Open Network Connections.
  3. Right-click any connections that are not being used, and then click Disable.

Windows 7 or Windows Vista

  1. Click Start, type network and sharing center in the Start Search box, and then click Network and Sharing Center under Programs.
  2. Right-click any connections that are not being used, and then click Disable.

Check for third-party firewall issues

Perform a clean startup procedure to identify any third-party firewall issues. To do this:

  1. In Windows XP, click Start, click Run, type msconfig, and then click OK.
    In Windows 7 or in Windows Vista, click Start, type misconfig in the Start Search box, and then click msconfig.exe under Programs.
  2. On the General tab, click Selective Startup.
  3. Under Selective Startup, click to clear the following check boxes:
    • Process SYSTEM.INI File
    • Process WIN.INI File
    • Load Startup Items
  4. On the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.
  5. Click OK, and then click Restart.
  6. Start the Zune software.

If you no longer receive the error message that this article describes, contact your firewall manufacturer to determine how to configure the firewall to work with the Zune software.

Add Zune to the Windows firewall exceptions list

Windows XP

  1. Click Start, click Run, type firewall.cpl, and then click OK.
  2. Click the Exceptions tab.
  3. Click Add Program.
  4. Click Browse.
  5. Locate and select Zune.exe, and then click Open.
  6. Note By default, Zune is installed to the following location:
    C:\Program Files\Zune
  7. Click OK two times.

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 are prompted for an administrator password or for a confirmation, type the password, or click Continue.
  3. Click Add program.
  4. Click Browse.
  5. Locate Zune, and then click Open.
  6. Note By default, Zune is installed to the following location:
    C:\Program Files\Zune
  7. Click OK two times.

Windows 7

  1. Click Start, type firewall.cpl in the Start Search box, and then press Enter.
  2. Click Allow a program through Windows Firewall.
  3. Click Allow another program.
  4. Click Browse for Zune.
  5. Select Zune, and then click Add.
  6. Click OK two times.

If none of these steps have solved the problem, contact your Internet service provider (ISP) for help.

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