Error message "Microsoft Zune has stopped working" when you try to download from Zune Marketplace

You see the following error and message when you try to download music, videos, or podcasts from Zune Marketplace:

Microsoft Zune has stopped working

This may mean that your antivirus software stopped working at the same time the Zune software requested a scan of a media file that you were downloading. You might also see this error if your user profile is corrupted.

Solutions

To resolve this problem, try the following solutions:

Solution 1: Reinstall the Zune software

Uninstall the Zune software on your computer, and then download the Zune software again. To learn more, see Download the Zune Music + Video software.

After you start the Zune software again, if you get the same error when you try to download from Zune Marketplace, try the following steps.

Solution 2: Temporarily disable, update, and switch the verifier of your antivirus software

Warning Some of these steps might make a computer or a network more vulnerable to attack by malicious users or by malicious software such as viruses. We don’t recommend these steps, but are providing this information so that you can implement a solution at your own discretion. Use these steps at your own risk.

  1. Temporarily disable your antivirus software.
    To verify that your antivirus software is causing the error, temporarily disable your antivirus software right before you stream or download content from the Zune Marketplace. If you can download from the marketplace without seeing the error message, re-enable your antivirus software, and then go to step 2. You might try a web search on how to disable your antivirus software.
  2. Upgrade your antivirus software to the latest version. Go to your software manufacturer’s website to see if there’s an update or upgrade to a newer version. If you can’t upgrade your software, go to step 3.
  3. If you can’t upgrade your antivirus software, try switching the verifier that scans incoming files. To do this, follow these steps:

    For Windows 8, Windows 7, Windows Vista
    1. Click Start, type command in the Start Search box, right-click Command Prompt at the top of the Programs list, and then click Run as administrator.
      On Windows 8: From the Start screen, start typing “command” and when the Command Prompt icon appears, right click it. Then, click Run as administrator, in the menu at the bottom of your screen.
    2. At the command prompt, type the following command:
      1. regsvr32 %WINDIR% \system32\shdocvw.dll, and then press the Enter key on your keyboard.
        Note There’s a space after the first “32” and after the second “%.”
    3. At the command prompt, type Exit, and then press the Enter key to close the Command Prompt window.

Windows XP

  1. Click Start, click Run, type CMD in the Open box, and then click OK.
  2. At the command prompt, type the following command:
    regsvr32 %WINDIR% \system32\shdocvw.dll, and then press the Enter key on our keyboard.
    Note There’s a space after the first “32” and after the second “%.”
  3. At the command prompt, type Exit, and then press the Enter key to close the Command Prompt window.

Solution 3: Fix a corrupt user profile

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