Zune player is not responsive

Overview

When try to use your Zune player, the player may not turn on or may not respond. Or, the screen may remain black.

Things to try

To resolve this issue, try one or more of the following solutions.

Solution 1: Unlock the Zune player

To do this, follow the steps for your model of the Zune player. 

  • To unlock a non-touchscreen Zune
    Move the hold switch to the unlocked position and then press the Play/Pause button to wake the player.
  • To unlock a Zune HD
    Press the On/Off button on the top of your Zune HD player to turn on the device. Then, move your finger across the screen to unlock it.
    Note If the screen does not turn on right away, you may have to press the On/Off button again.

Solution 2: Charge the Zune player

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If your Zune player does not turn on immediately, let it charge for 30 minutes. Then, turn on the player by disconnecting and reconnecting the Zune to your computer using the USB cable that was included with the player. Do not use USB ports on the front of your computer or a USB hub.
Note It can take two hours or longer for the Zune player to fully charge.

Solution 3: Restart the Zune player

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To restart a non-touchscreen Zune set the hold switch to the unlocked position, press and hold the Back button while you press the top of the Zune Pad, and then release the buttons when your Zune begins to restart.
Note To make sure that the hold switch is in the unlocked position, you may have to move the switch back and forth until it is in the correct position.

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To restart a Zune HD, press and hold the on/off button for about 10 seconds until the player restarts.

When your Zune player recovers, update its software

When your Zune player is running again, connect the Zune player to the computer that has the current Zune software installed, and then update the player to the current player software version. To check for an update: 

  1. Click Settings at the top of the screen.
  2. Click Device at the upper-left corner of the screen.
  3. Click Update in the list on the left.

If your Zune player does not recover, have it serviced

If the solutions in the "Things to try" section do not resolve the problem, and your Zune player is still covered by the 1-year warranty, you can send it to Microsoft for service. To do this, go to the Zune service website. Register your player on this site, and then submit a request for service.

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