Every 30gb Microsoft Zune In the World Freezes

by Rob Walker | December 31, 2008 at 08:24 am

6981 views | 13 Recommendations | 39 comments

Every 30gb version of Microsoft's Zune mp3 player failed last night, according to reports that are streaming in from all over the net.

It appears that every version of the 30gb Zune with even close to recent firmware is locking up at the 'loading' phase when they first boot up the player.

Websites and news organizations have picked up the story, noting that hundreds of people have posted on the Zune boards alone.

Owners of one version of the Microsoft Zune music player are complaining that their devices have suddenly stopped working.

Technology websites are reporting "thousands" of complaints about the 30GB Zune.

Microsoft has confirmed the Zune technical glitch that is affecting 30-gigabyte versions of the mp3 player.

Microsoft Corp. has warned customers using the 30-gigabyte version of its Zune media player that they "may experience issues when booting their Zune hardware."

Several media outlets have reported complaints from users who said their Zune devices were freezing up.

According to a brief note posted on the technical support section of Microsoft’s Zune Web site,

Customers with 30gb Zune devices may experience issues when booting their Zune hardware. We’re aware of the problem and are working to correct it. Sorry for the inconvenience, and thanks for your patience!

Here's the first post on the zuneboards forums, where the error was first discovered before snowballing with hundreds of claims of similar problems.

Right, so this is a weird one: we're getting tons of reports—tons—about failing Zune 30s. Apparently, the players began freezing at about midnight last night, becoming totally unresponsive and practically useless.

Microsoft is just squeezing in under the wire to claim the rights to “weirdest tech story of the year.”Last night at approximately 2 AM, every 30GB Zune model on the planet crashed at the exact same moment. The Zunes reset, powered up, then froze on the loading bar screen, and no conventional method of resetting them appears to work.

This is brought to you courtesy of Microsoft, who has been selling a video game console with a nearly 100% fail rate for three years. The Zune situation is all the more disasterous however, seeing as all of them failed at the exact same moment, which people have taken to calling Y2K9.

There's supposedly a fix out for it, though it isn't verified and may cause problems. Use at your own risk!

There's a fix: "Your zune will need a "hard reset."

To do this, use a small screwdriver to pop off the plastic shielding where the zune cable plugs into and remove the two screws on either side of the plug. Next pop the cover off and locate the battery plug at the top left corner of the zune, using your screw driver, pop the cable connection half way off, and do this to the other plug on the right side. Wait 3 seconds, then push down the right connector and then the left battery connecter. Your zune should start up immediately. Press the backing of the zune down (make sure headphone jack is aligned) and put the screws and cover back in place.

It's an easy process but if you're unsure don't attempt it if you think you'll screw it or something.

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mgmirkin

at 09:57 on December 31st, 2008

Wouldn't it be more amusing as Z2K9? Hehe. Actually, the Gizmodo story DOES use the Z2K9 moniker. Ha! Did I call that, or what?

In any event, a bizarre story!

Have they determined the CAUSE of the error or just a wonky half-assed solution?

mgmirkin

at 10:56 on December 31st, 2008

Updates:

http://network.nationalpost.com/np/blogs/theampersand/archive/2008/12/31/z2k9-zunes-everywhere-freeze-at-midnight.aspx

http://www.bittenandbound.com/2008/12/31/microsoft-issues-statement-on-frozen-zunes-z2k9/

http://www.msnbc.msn.com/id/28449091/

http://www.zune.net/en-US/support/default.htm

Customers with 30gb Zune devices may experience issues when booting their Zune hardware. We’re aware of the problem and are working to correct it. Sorry for the inconvenience, and thanks for your patience!

Apparently, M$ is aware of the issue and is working to resolve it. Who knows when a fix will be available and whether it will help those already frozen. The unofficial fix online involves opening the case and manually disconnecting the power temporarily, then reassembling it, but only if you're a guru and know you won't bugger it up. Will be interesting to see their explanation of the cause. Software? Date update? Leap year bug?

I wonder if simply letting it stay frozen until the battery dies, then recharging and restarting will fix the issue? Not that people probably want to wait that long to fix thair machines. ;)

Grimmy24 (not verified)

at 17:18 on December 31st, 2008

I've already tried this. You can't turn the Zune on from the charger anymore. Unplugging it and turning it on will simply take you back to the frozen loading screen.

mgmirkin

at 15:49 on January 8th, 2009

Latest updates here:

(Zune Freeze Result of Leap Year: Microsoft)
http://blog.wired.com/gadgets/2008/12/zune-freeze-res.html

As some had suspected, the issue was an internal clock driver failing due to the leap year. Apparently Microsoft's fix is to "wait and see" ohh, and leave it on so the battery completely drains and it shuts off. Turn it back on once it's 2009 and recharged after shutting down.

Zune users suspected something ... might have occurred with the player as its internal clock may have been incapable of [handling] the extra day in the year.

Now Microsoft says they were right. The company said the "widespread" issue affected the 2006 30GB model of the device.

The problem should fix itself, says Microsoft. The internal clock on the Zune 30GB devices should automatically reset tomorrow noon GMT. "By [New Year's Day] you should allow the battery to fully run out of power before the unit can restart successfully then simply ensure that your device is recharged, then turn it back on," said Microsoft in a statement.

Microsoft recommended users with frozen Zunes just let the battery drain out instead of opening up the device.

And here:

(zune 30 faq)
http://www.zune.net/en-us/support/zune30.htm

My Zune 30 is frozen. What should I do?

Follow these steps:

Disconnect your Zune from USB and AC power sources.

Because the player is frozen, its battery will drain—this is good. Wait until the battery is empty and the screen goes black. If the battery was fully charged, this might take a couple of hours.

Wait until after noon GMT on January 1, 2009 (that's 7 a.m. Eastern or 4 a.m. Pacific time).

Connect your Zune to either a USB port on the back or your computer or to AC power using the Zune AC Adapter and let it charge.

Once the battery has sufficient power, the player should start normally. No other action is required—you can go back to using your Zune!

My Zune 30 has been working fine today. Should I be worried?

Nope, your Zune is fine and will continue to work as long as you do not connect it to your computer before noon GMT on January 1, 2009 (7 a.m. Eastern or 4 a.m. Pacific time).

Note: If you connect your player to a computer before noon GMT on January 1, 2009, you'll experience the freeze mentioned above—even if that computer does not have the Zune software installed. If this happens, follow the above steps.

What if I have rights-managed (DRM) content on my Zune?

Most likely, rights-managed content will not be affected by this issue. However, it's a good idea to sync your Zune with your computer once the freeze has been resolved, just to make sure your usage rights are up to date.

What if I took advice from the forums and reset my Zune by disconnecting the battery?

This is a bad idea and we do not recommend opening your Zune by yourself (for one thing, doing so will void your warranty). However, if you've already opened it, do one of the following:

Wait 24 hours from the time that you reset the Zune and then sync with your computer to refresh the usage rights; or

Delete the player's content using the Zune software (go to Settings, Device, Sync Options, Erase All Content), then re-sync it from your collection.

Ryan Losinger (not verified)

at 10:06 on December 31st, 2008

DUDE!!! I went to use my zune this morning and it froze!!!. I googled how to reset it, and this page popped up. this has to be the creepiest thing i have ever experienced!!! I'm going to give it a try, but i'm thinking about just leaving the battery to die instead of popping this thing apart. i'm not liking Y2K9!!!

Ryan Losinger (not verified)

at 11:36 on December 31st, 2008

I tried the battery trick, (opening the case unplugging the cable for a few secs...) and it worked perfectly. It actually works a bit better now. It's funny. I was just thinking about getting an iPod the other day. I think this answers my question whether i should or not. I am going online right now and getting one. Oh and by the way, if you have an eyeglass screwdriver, it is the perfect size. I am curious as to what microsoft is going to do about this... if anyone knows where to look, let me know will you?

Big E (not verified)

at 13:21 on December 31st, 2008

I know what Microsoft will do, change the screw from a slotted head to some weird shaped proprietary so you can't get at it...

Steve H. (not verified)

at 10:20 on December 31st, 2008

Like everyone else that has one, mine locked up as it was going through it's loading phase this morning. I am just now finding out that this was a universal problem. I already looked into how to perform the "hard reset", but I am unsure whether this is going to wipe my files away. My music should still be there, right?

mixted (not verified)

at 10:35 on December 31st, 2008

first my x box (three times)

then my pc

then my zune

my brother is a mac/ipod user and never has the problems I face with shitty Microsoft products. What happened to Microsoft? I guess it is time to make the switch to stable products. Look up their pay scale at Microsoft, and tell me why they can't put out a stable product. Think about your job and what would happen to you if everything you out put was shit.

It is about time people wised up and stopped wasting their money, Microsoft sucks now! over the last three years nothing but trouble. I am done with them and I hope all 30gb owners are done too.

!!!!!Fuck Microsoft!!!!!!

J.J. (not verified)

at 10:16 on January 1st, 2009

Hey man i just e-mail you talking about the zune mine just came back alive and I am so glad.My cousin has one and he say his also came alive he say he has the ipod touch and like it a lot better than the zune im thinking rerally hard about switching ova later dude.

Michael Allen (not verified)

at 10:45 on December 31st, 2008

Thanks now public. I actually just unplugged the batter cable for 3 seconds plugged it in a wa laaa! It actually seems more responsive. The only thing you have to ensure is that the lock feature is slid to the same mode as the Zune is in. The whole process takes about 2 mins. I'd have to say the hardest thing about the whole procedure was finding a screwdriver small enough to unscrew the case!

SadZuneOwner (not verified)

at 11:33 on December 31st, 2008

I'ver NEVER had a problem with my zune...Both me and my sister have 30g and NEVER had a problem with it. She started havig trouble with hers last night, she let it die and then tried to charge it back up and it got stuck on the start screen again. I took mine out and tried to start it up and I had the same problem: Stuck on the start up screen. I tried the reset up and back buttons but it didnt work. So I googled and found this page...I thought it was an old post until I looked at the date, Microsoft better come up with something fast, because this is unacceptable...

Brian Rasmussen (not verified)

at 12:00 on December 31st, 2008

Ive had the zube since last christmas and i have gone through 4 and the all broke , not my falt, hardware, ive allways liked them because eveybody has ipod so i just stayed true, hahahahaha i should of got an ipod when i had a chance i believe a big lawsuit could be coming to microsoft and the deserve it.

.angie

at 12:04 on December 31st, 2008

i loveeeeeeeeee my zune :)

.angie has contributed a photo to this story.

Juiced (not verified)

at 12:04 on December 31st, 2008

I let my zune go dead and it restarted fine.

amyjudd

at 12:12 on December 31st, 2008

I don't have one of these, but I'm sure I wouldn't get one after reading this...

HAROLD MORGAN JR (not verified)

at 12:21 on December 31st, 2008

i also have a 30g zune and i woke up at 9 am est and mine was in the charger/remote control base, and also stuck on the start up screen with the zune logo and bar showing , i actually got a hold of a live support person at the zune phone support , i do think they will either fix this problem and or compensate everyone for thier troubles.

iam just gonna waite and see, pryor to this i have had not one issue or problem with the software/firmware/device that was coused by microsoft . all of my issues have been with myself not being able to use the software/ device correctly ....

Terryle (not verified)

at 12:34 on December 31st, 2008

When plugged into my USB port of my computer, my computer does not recognize my 30gb Zune as being connected.

mgmirkin

at 13:19 on December 31st, 2008

Yup, when it's frozen, it's really frozen, like many M$ products. Sounds like the same issue many are having:

“My Zune has managed to freeze itself with the Zune logo and the loading bar on the screen and none of the buttons are responding, rebooting isn't responding, plugging it into the computer isn't responding, nothing is working, and it was working a mere two hours ago,” one person wrote.

From a post I added earlier with links to a few stories. 'Z2K9' appears to be quite a pain... Glad I never bought one. I just use a tiny portable player with an SD expansion slot. Not many features, but never "crashes" or "freezes." Thank heavens. Or Magnavox. ;o]

Regards,
~Michael Gmirkin

D.R. Durbin (not verified)

at 15:31 on December 31st, 2008

My 120g has the same problem, Zune logo and no buttons work. I have had it for 1 year with no problems. I have bragged about all the memory for music and movies and trouble free use to my fellow coworkers. Please Microsoft fix or replace it at no charge to me as i did not cause the problem. I don't know if the cases are the same on all the units but i can not see how to open my case without damaging the case.

michael davenport (not verified)

at 13:33 on December 31st, 2008

Hey, i just did hard reset, put it together and it worked perfectly.....but plugged it into my computer again to charge.... it locked up again. this sucks i paid 199.99 for it just last christmas and now im thinkin of selling it and getting a ipod touch. microsoft is bull! billy gates is bull too. he doeasnt care hes got enough money any way. i love this website!

Steve H. (not verified)

at 15:31 on December 31st, 2008

After being on the fence about whether to do this or not, I took apart and did the "hard reset". It booted up & the computer recognized it once the battery had enough of a charge. So far so good. Everything seems to be working now.

Laura W (not verified)

at 16:15 on December 31st, 2008

WTF Microsoft!!! Same thing happened to me, i took it off the USB this moring and it was frozen. I let the battery die and recharged it, and it is still freezing! I have the old model and i do not see how to screw off the back??? any suggestions?

Jakey B (not verified)

at 17:36 on December 31st, 2008

Well, at least I've not got a Zune - I think I might be switching to Linux and Apple in the new year! Microsoft are now saying that it should correct itself if you re-plug it into your
computer after 12:00 GMT on January 1st, and if it isn't frozen; it will freeze when you next plug it into your USB. They also say not to open it up because it voids your warranty.

Ernesto R. (not verified)

at 17:49 on December 31st, 2008

Had the problem....now I fixed the problem.

All you need to do is to disconnected the battery(which is the skinny cable) and then plug it back in within 3 seconds.

Viola it works.

Bill Gates is still rich but not from me.

Merinn (not verified)

at 20:49 on December 31st, 2008

I have a 30g Zune and the same thing is happening to me. It worked perfectly earlier and i went to turn it on and it was a low battery. I pluged it in to charge and it froze just like everyone else. I had my dad do the "hard re-set" and it worked. I plugged it in to charge and it foze again. Don't know what to do know. It sucks becuase i love my Zune!!! Hopefully something will fix it.

Clementine Z (not verified)

at 21:54 on December 31st, 2008

The fix is in!

This is from Zune.com support:

Follow these steps:

Disconnect your Zune from USB and AC power sources.
Because the player is frozen, its battery will drain—this is good. Wait until the battery is empty and the screen goes black. If the battery was fully charged, this might take a couple of hours.
Wait until after noon GMT on January 1, 2009 (that's 7 a.m. Eastern or 4 a.m. Pacific time).
Connect your Zune to either a USB port on the back or your computer or to AC power using the Zune AC Adapter and let it charge.

Once the battery has sufficient power, the player should start normally. No other action is required—you can go back to using your Zune!

Taay (not verified)

at 23:27 on December 31st, 2008

sorry everybody, but i've tried it and it just froze up later.

the resetting of the battery DOES NOT WORK. the zune simply goes back to the start-up screen after 30 min to a few hours

Alex27 (not verified)

at 01:56 on January 1st, 2009

Ok so we were counting on my dad's zune to play the music at our new year's party. How lucky are we that when we turned it on, it totally froze & remained that way for hours. Of course we freaked & i instantly called customer service. While on hold for about 45 minutes, i was looking up ways to reset the zune & came across this page. I thought it was so odd that this was ocurring to all 30 gig zunes! Someone finally assisted me on the phone & gave me the soultion: THERE IS NO SOLUTION!!! (lol) The woman told me that there was a BUG in the system & that all zunes should be given about 24-48 hours...at this point they will automatically reset themselves & begin to work properly. Talk about ODD!

theimaginator

at 10:52 on January 1st, 2009

So yah, microsoft says it will fix itself.... they're liars. i did exactly what they said, and it's still doing it!!! i demand some kind of retribution for this. i didn't spend this much money for a BRICK!!!