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In the Nexus

Zune Support is a Joke!

by Matt on November 13, 2007 at 7:57 am · Comments
Categorized by Microsoft, Zune / Related Information

Ok so I keep getting this error while installing the new Zune Software on my Vista machine:

“Software Installation Failed Setup must stop because the required package ‘Zune’ failed to installDIFXAPP: Rollback failed with error 0×2Error Code: 0×80070643″

So like any paying customer I decided to give them a call and to my delight they know nothing about my error. The lady asked for my OS I told her Vista Home Premium, then she aksed me:Do you have Service Pack 2 installed?I started to laugh and she was precisent on telling me that I had to upgrade to SP2 in order for it to work, I told her she was wrong and that she meant it was for XP.Several minutes later I was right. So then she read through the system requirements for the new software, surprisingly I meet all of the requirements and then some.Of course at this point she couldn’t help me at all and told me to

restart
reinstall
update
restart, update, and reinstall

This seemed like a big joke to me though its not a joke because I cant install the new Zune software nor download my music.

(Update: Ok the problem with this is the fact that the Windows Firewall must be turned on. What causes this? I am not sure but it appears to the fix for this issue, thnank commenter Justin!)

Tags: Microsoft, Mp3 player, Zune

What do you think?

Andy - November 13, 2007 @ 3:26 pm

Hiya Matt. Im having the same problems…..well p*ssed off.

Justin - November 13, 2007 @ 10:18 pm

I had the same problem and I found the fix. All you need to do is turn on, yes on, the windows firewall.

Go figure.

Chris Madrid - November 14, 2007 @ 6:42 pm

I’m get the same error message and having the Firewall on or off does resolve it.

Chris Madrid - November 14, 2007 @ 6:43 pm

Should read: “does not resolve it.”

Richard - November 14, 2007 @ 7:46 pm

Justin - you’re brilliant! This fixed it for me too!

TunerT - November 14, 2007 @ 8:25 pm

Ummm to the last guy …

Myy firewall was on , it didnt work.

??? Plus how would the firewall do anything.

Jason - November 18, 2007 @ 4:13 pm

Thanks for the firewall tip. I usually have the service disabled. Enabling it allowed me to install. Cheers.

Loki - December 5, 2007 @ 6:41 pm

Justin, I have no idea how you came up with the idea to turn on Windows Firewall, but it WORKED! By god, I’ve been fighting with this software for WEEKS, and such a stupid, simple (and probably unrelated) thing actually WORKED! You are the wind beneath my wings!

Phillip - December 7, 2007 @ 12:28 pm

OMG, after 2 weeks of trying, it was the firewall. seems kinda lame that would have anything to do with the zune software.

Ganesh - December 11, 2007 @ 4:43 pm

Thanks justin your fix worked for me. I have windows live onecare and thought the firewall settings in windows firewall were transfered to onecare i guess i was wrong. still very unusuall the only thing i can think of is microsoft requires there software to verify the install and something is blocking the connection.

Tina - December 24, 2007 @ 9:05 am

My firewall has always been. I on, double checked to make sure, still not working for me. I’m so frustrated. I’m ready to toss this Zune out the window! Still getting the rollback fatal error!
Zune Tech. support is a joke. They couldn’t figure out the problem either. Asked me to contact Microsoft customer service, what a joke.

Thomas Dravecz - December 25, 2007 @ 9:19 pm

Justin - THANK YOU! This fixed it for me too! - Incredible…. I love microsoft, seriosuly, but it’s issues like this that cause me to wonder…. why?

Steve - December 25, 2007 @ 10:05 pm

Same issue. Firewall settings make no difference. Hours on the phone with Zune Support. First call transferred me to MSN billing support! Stupid. Second call got dropped after 15 minutes with no callback. Third call did not solve problem. Tried various things until they said it’s an operating system issue and that I should call OS support. They couldn’t transfer me and did not know the phone number.

I worked for Microsoft for 10 years and used to be proud to say it. I’m now embarrassed. The Zune software is pathetic and over-complicated. Give me a f****** removable drive using the standard USB profile and be done with it. Shame on you Zune team for shipping such cr*p and having dismal, disinterested, unprepared, scratchy, offshore support to take up the slack.

Steve - December 25, 2007 @ 10:23 pm

Coming back to share the fix I found on another site. I’ll spare the details - if you are getting a return of 80070463 and the rollback error (DIFXAPP) 0×2 then do the following:

Rename the file C:\WINDOWS\system32\DRIVERS\wdf01000.sys file to wdf01000.sys.bak and try Zune setup again.

Thanks Zune support, for nothing.

GlenB - December 26, 2007 @ 12:27 pm

I must really be an idiot because I don’t understand if the firewall should be on or off based on the above article. Can someone please straighten me out? Thanks.

Matt - December 26, 2007 @ 3:17 pm

The firewall needs to be on GlenB! I just clarified that in the article, thnx for reading!

DoubleJ - December 27, 2007 @ 8:58 pm

Thanks for the help, but unfortunately, my Firewall was on, and the sys file did not exist on my PC. There were no settings in my registry to remove, and I updated all the files that good old Micro$oft said to update per their KB. None of this worked, still got the Rollback failures.

I did notice that I had originally plugged in the Zune to the USB and turned it on, per the Zune instructions, and my XP Sp2 laptop found it, but did not install the proper drivers (I figured this would be remedied by the s/w install).

So, all else fails, I unplugged the Zune (30GB model) from the USB, and started the install process all over for the millionth time. It got to 99% and stalled, so I plugged the Zune in. This time Windows did recognize it, and installed the proper drivers. The install process continued at this point, ran 4 times thourhg real quick from 0% to 100%, then came up and said successful.

So I guess another thing to try is to not have the Zune attached to the PC during the initial install. I think Windows not having the proper driver may have caused some of this and by letting it go through most of the install, ti fixed the issue.

Hope this may help some people that are frustrated, like I was.

Jan - January 13, 2008 @ 2:17 pm

I have windows xp and running 2004 media center..haven’t been able to load the zune software..is there a way I can dowload the software?

Matt - January 13, 2008 @ 2:20 pm

You can download the Zune software from here

http://www.zune.net:80/en-us/products/zunesoftware/download.htm

Clint - January 16, 2008 @ 5:43 pm

JUSTIN! Your the best! I cant even believe its was that simple! I spent hours and hours looking for uninstallers and reg cleaners. Reinstalling and installing the damn program.. Thanks!

Revelation - January 18, 2008 @ 10:21 pm

EUREKA! TURNING THE FIREWALL ON WORKED!!!

StupidZune - January 23, 2008 @ 12:03 am

For some reason unknown to me turning on the windows firewall worked! It would be nice if microsoft would put this fix on their website. :)

Black Metal Blitzkreig - January 26, 2008 @ 11:04 pm

I keep getting an driver error in the form of (Code 10)….the weird thing was that my Zune was woking flawlessly until I updated to the new 2.3 FW and software addition. Before I updates the my PC that runs Vista Home Premium worked great. Though after I updated it no longer will connect to my PC.

I tried un-installing the Zune software, from the Zune website and from the startup disk, un-installed and reinstalled the driver, tried updating the driver and states :this driver is up to date) but it still has the (Code 10). The weord thing is that is connects to my Xbox 360, but only when its turned off. It seems like it won’t sync to any electronic that is on.

I am starting to wonder if the Zune itself is bricked…..has anyone had this problem. I have tried everything,

even

a.) drain battery and recharge
b.) uninstall reinstall
c.) reset the Zune device
d.) running daignostic tests on the Zune driver files under System32

Nothing works…I have yet tried to call customer serice, but we all know how that works. Will Microsoft repair this if it is a brick?

biblicone - January 30, 2008 @ 1:40 pm

I am having the same issue. Even after formatting my PC and reinstalling a legit copy of XP Pro and doing every windows update. My firewall has always been on. I have uninstalled WMP 11 and the Zune software, deleted my Zune device, reinstalled Zune software… still no luck. My Zune works on another computer though. hmm. STUPID.

shannon - February 20, 2008 @ 7:49 am

Ok can someone explain to my why I cant find the windows firewall to make sure its on? I go into my control panel and there is no security center and I cant find the firewall to turn it on.

Matt - February 20, 2008 @ 8:13 am

Shannon are you XP or Vista?

If you are on XP it sounds like you need SP2 if there is no security center

Kevin - February 28, 2008 @ 7:59 am

zune support is a joke and im having the same problem with my vista machine and my xp one, its really p*ssing me off, i think when i update vista it will work i cant get it to finish with one of the pdates, it gets to 37% and stops…. its really p*ssing me off…

conor - March 7, 2008 @ 12:25 pm

so yea my screen went black and wont turn on i called zune and they wanted 109 dollars to repair so i said f that. i bought a new battery hoping that would help but its still black. im trying not to smash it into peaces any one got ideas ??? please help

Gwen - March 16, 2008 @ 8:23 pm

Steve,

After trying all the uninstalls, reinstalls, firewall checks and spending a whole day trying to figure out why I couldn’t put my zune software on my computer I used your suggestion as a last ditch effort with your suggestion of changing the name of the this fileRename the file C:\WINDOWS\system32\DRIVERS\wdf01000.sys file to wdf01000.sys.bak and try Zune setup again. IT WORKED! I Can’t Believe it Thank You!!!!

Oh and I called Zune and Microsoft and got no help what so ever. They are so useless sometimes.

Thanks again Steve!!!!

usfencer1 - March 24, 2008 @ 8:39 pm

blitzkreg,
I am having the same problem as you.
I talked to zune support, they helped me figure out it was a vista problem. I got transfered to vista support and 5 to 6 hours and 3 separate people later I am being told that it is a zune problem. They offered to transfer me to zune support. lol

uban - April 13, 2008 @ 5:09 pm

thanks man!!! turning on the firewall helped!! tried a bunch of stuff for the whole week, and finally it was the firewall!

What are your thoughts?

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