Solution ID # 16737
Windows Vista or WMP 11 Could Not Detect a ZEN Micro, ZEN Sleek, ZEN Touch or ZEN Xtra

Windows Vista or WMP 11 Could Not Detect a ZEN Player
Last Updated: October 22nd, 2008

Summary:
  • If you plan to use a Zen Microphoto (firmware version 1.20.01 only), ZEN Sleek, ZEN Micro, ZEN Touch or ZEN Xtra player on a computer with Windows Vista or Windows XP with Windows Media Player 11 installed, a firmware update on a Windows XP system with Windows Media Player 10 installed will be necessary. You can download the firmware update under the Quicklinks section of this page. The computer should be able to detect the player once the firmware has been upgraded.

If you have a Zen Microphoto (firmware version 1.20.01 only), ZEN Micro, ZEN Sleek, ZEN Touch or ZEN Xtra player and the player's firmware version is v.1.xx.xx, the player's firmware can only be upgraded on a Windows XP SP2 computer installed with Windows Media Player 10 (instead of Windows Media Player 11). Your player must be working properly when disconnected from the PC before proceeding with the instructions below.

If you have Windows Media Player 11 installed in a Windows XP SP2 system, you will need to rollback to Windows Media Player 10. Please follow the procedures below.

To uninstall Windows Media Player 11:

  1. You must be logged on as an administrator or a member of the Administrators group to perform the following procedure.
  2. Verify you are using Windows XP (SP2).
  3. Close all applications, and disconnect your MP3 player from the PC.
  4. Click Start, Control Panel, and select Add or Remove Programs.
  5. Select Windows Media Player 11.
  6. Click on the Change/Remove button.
  7. If prompted to rollback to Windows Media Player 10, select OK and follow the instructions provided.
  8. If prompted to restart your PC, select "Not at this time".
  9. Click Start, Control Panel, and select Add or Remove Programs.
  10. Click Windows Media Format 11 Runtime, and then click Change/Remove.
  11. Click Microsoft User-Mode Driver Frameworks Feature Pack 1.0, and then click Change/Remove.
  12. Restart your PC.
  13. Run the player specific Firmware Update Version 2.xx available from the Creative website: http://www.creative.com/support/downloads
  14. Follow the Windows Microsoft instructions for installing Media Player 11.

Player not detected after rollback to Windows Media Player 10.

If the player is not recognized in Windows XP with Windows Media Player 10 installed, the device driver will need to be manually downloaded and installed.

  1. Download the Driver compatible with firmware Version 1.xx of the Player.
  2. Connect your MP3 player to your PC.
  3. Click Start, right click My Computer, and then click Manage.
  4. In the pane on the left, click Device Manager.
  5. In the pane on the right, expand (Windows) Portable Devices.
  6. Right-click the name of the device that is not working properly, and then click Uninstall.
  7. In the confirmation dialog, click OK to uninstall the device.
  8. Disconnect your MP3 player from the PC, make sure it is still turned on, and then connect it to the PC. Windows will detect your device and automatically re-install it. Within a minute or two, the device name will reappear in the (Windows) Portable Devices section of Device Manager.

If the difficulty persists after uninstalling the device drivers, disconnect your player from the PC, close all applications and shut down the PC. Unplug the power cable from the PC, wait for 10 seconds, and then connect the power cable. Restart the PC, and then connect your MP3 player to it.

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