Restoring (or reformatting) your player's software to its original factory settings is a last resort for fixing a problem with your player before you send it to Microsoft for service.

Important When you remove and reinstall the Zune player software, you'll also erase all content that's stored on your player, including music, videos, pictures, podcasts, friends, games, and audiobooks. So if you can, it's a good idea to sync your player with the Zune Music + Video software on your computer to back up any Zune Marketplace content before you start. You may then want to burn your collection to a disc. If your player controls are frozen of course this won't be possible. Here are two links to help you prepare your player:

• Sync from your Zune player to your collection

• Burn your collection to a disc

If you have a Zune HD

Start by trying to reinstall the Zune player software without erasing it.

1. Press and hold the On/Off button for about 10 seconds until your player restarts.

   What if my player doesn't respond?

    

   

    

2. Immediately press and hold the Media button untilCONNECT ZUNE TO YOUR PC is displayed on the screen.

    

   

3. Connect your Zune HD to the computer that has the current version of the Zune Music + Video software. Then, update your player.

   What if the Zune software doesn't detect my player?

4. You should now be able to use your player again.

If your Zune HD still doesn't work correctly after you follow these steps, try erasing your player software and then reinstalling it. Remember, this will erase all your data, so be sure to back up your content if possible by syncing your Zune player to your collection in the Zune Music + Video software.

1. Press and hold the On/Off button for about 10 seconds until the player restarts.

2. Immediately press and hold both the Media button and the Home button until CONNECT ZUNE TO YOUR PC is displayed on the screen.

   

    

3. When you see the message CONNECT ZUNE TO YOUR PC, connect your player to the computer that has the Zune Music + Video software installed, and update your player's device software. It should take about 30 minutes to update the player software. After you give your Zune HD a name, and configure some other settings, and then you're ready to use your player again. 

4. Resync your content to your player.

If you have a player other than a Zune HD

1. Set the Hold switch to the unlocked position.

2. Press and hold the top of the Zune Pad and the Back button at the same time, and keep them down until the Zune player restarts.

   What if my player doesn't respond?

   

    

3. After you release the buttons, press and hold the following combination of buttons, depending on your player model.

   

4. If you have the 30GB Zune: Press and hold the Back button while you press both the left side of the Zune Pad and the center of the Zune Pad.

   

5. Continue to hold these buttons until your player restarts and the message "Clearing contents. Please wait" appears on your player's screen, followed by CONNECT ZUNE TO YOUR PC.

6. Connect your player to the computer that has the Zune Music + Video software installed, and then update it. It should take about 30 minutes to update the player software.

   What if the Zune software doesn't detect my player?

7. Resync your content to your player.

If your player still doesn't work after you reinstall the player software, you'll need to send it in for service. Please visit http://service.zune.net to get help.