Zune - Can't Connect to Your Phone. Disconnect it, Restart it, Then Try Connecting Again
Posted by John Mannix | Tuesday, March 29, 2011 | under Mobile category | 18 Comments
The error occurs when you connect your Windows Phone 7 device to your computer with the USB cable. Zune opens and tries to connect to the device, but pops up an error message that says "Can't connect to your phone. Disconnect it, Restart it, then try connecting again".
The most common solution to this from reading the forums is as follows:
- If it is running, close the Zune software and disconnect your phone.
- Open Certificate Manager. To do this, click Start, type certmgr.msc, and press Enter.
- Expand Personal, and then expand Certificates.
- Click the heading for the Issued By column to sort the column, and then look for one or more certificates that is issued to "zune-tuner://windowsphone/...".
- Right-click that certificate and then click Delete. Click Yes.
- From the File menu, click Exit.
- Start the Zune software and connect your phone to create a new certificate.
This seems to resolve the error for some people, but it didn't work in my case. Restarting Zune didn't create a new certificate. So after a lot of digging around with process monitor I found an additional step that worked for me and triggered the Zune certificate to be recreated.
- Delete the Zune certificates following the instructions above
- Before restarting the Zune software, locate the folder C:\Users\<UserName>\AppData\Roaming\Microsoft\Crypto\RSA
- Inside that folder there should be a directory named something like S-1-5-21-1234567890-1234567890-1234567890-1111
- Rename this folder e.g. adding .bak to the end of the folder name
- Restart the Zune software - the folder should be recreated and a new Zune certificate should be created in the certificate store
- I needed to restart Zune one more time in order for the error to clear and the phone to connect successfully
I hope this helps anyone else out there with the same problem.
Greg
posted on Sunday, April 03, 2011 at 7:02:50 AM
Thank you! I was stuck after deleting the certificate, but that extra step did the trick.
Janos
posted on Friday, April 08, 2011 at 8:24:30 AM
Many thanks! This was THE solution.
booster
posted on Thursday, May 05, 2011 at 10:51:45 AM
Incredible, after 3 hours of troubleshooting, reading forums and more, this solved my problem too. have a nice day!
Tero Teelahti
posted on Tuesday, June 07, 2011 at 9:31:40 PM
Thanks! This really saved my day. One clarification though: the folder is not recreated until phone is plugged in. That confused me for a while.
sky
posted on Thursday, June 23, 2011 at 9:08:47 PM
Wow, i cant belive that Windows sucks so mutch with his own mobile phone. I changed my passwort on Windows 7 64 bit and get the error.
Thank you very mutch, you are my hero!
Pankaj
posted on Sunday, August 14, 2011 at 1:22:01 PM
Thanks buddy....it worked for me
Esben
posted on Friday, August 19, 2011 at 2:54:57 PM
The path on Windows XP is
C:\Documents and Settings\<user>\Application Data\Microsoft\Crypto\RSA
Certificate and directory are recreated correctly on Zune restart, but unfortunately no luck - still same connection error :-(
Adrian
posted on Thursday, November 03, 2011 at 3:48:39 PM
I am rename a fileC :\Users\xxx.xx\AppData\Roaming\Microsoft\Crypto\RSA\S-1-5-21-1461305-818771401-1491421105-115052_BAK and Zune work fine!
Thanks! This really saved my day
Adrian
apres
posted on Saturday, December 10, 2011 at 5:30:27 PM
there is no "zune-tuner://windowsphone/..
hopewell
posted on Wednesday, January 04, 2012 at 6:26:45 PM
Thank you the second option worked
Dano
posted on Wednesday, January 11, 2012 at 10:06:40 PM
Thank You very much. It worked. Spent 2 hrs. trying other solution, but all failed except yours
Brendan
posted on Saturday, January 28, 2012 at 10:53:41 AM
Thanks so much for posting this fix. Worked perfectly after much angst trying to get this error resolved :)
Will
posted on Wednesday, February 29, 2012 at 7:00:58 AM
What if I dont have that certificate? I mean, I dont have this: zune-tuner://windowsphone/.
HELP PLEASE!
Ivo
posted on Wednesday, February 29, 2012 at 9:35:48 PM
I have exactly the same thing, the certificate simply is not there and deleting or renaming the folder doesn't change anything.
Nyall
posted on Wednesday, March 07, 2012 at 10:21:42 PM
There is no AppData Folder :(
John
posted on Tuesday, March 13, 2012 at 10:49:39 AM
We seem to have had a large number of people searching on this error on the 29th February, so I'm guessing the certificate failed because of the extra day in the leap year! BTW the AppData folder is hidden, so if you switch on view hidden folders you should be able to find it.
mannyfrshnugg
posted on Friday, April 13, 2012 at 12:14:44 AM
Singing in and out just worked for focus windows;)
saranyaa
posted on Sunday, April 15, 2012 at 3:27:39 AM
Hi, I am looking to buy a Mango phone. Was wondering if this issue is only with Samsung Omnia W. Do let me know. Thank you!
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