The Zune software doesn't recognize my phone

When you update your phone's software, the phone must stay connected to your computer until the Zune software successfully completes the update process. The update might take a while�up to an hour�depending on how much content on your phone must be backed up.

This article addresses issues with your phone's connection to the Zune software. (See How do I update my phone software? for info about installing an update on your phone.)

During the update, if you notice that the Zune software has stopped recognizing your phone and stops the update in the middle of the process, it might be related to your phone's USB cable, your phone, or your computer, or your phone might have been accidentally disconnected.


This issue is associated with the error codes C1010007 and 800704C7. If you're seeing an error message with either of these codes, try these suggestions, and you should be able to complete your update successfully.

Before you do anything

Try restarting your phone. Turn off your phone, wait 5 seconds, then turn it on again. If the phone doesn't turn off normally, remove and then reinsert the battery.

To resolve a problem with the USB cable

If you suspect it's the cable, try one or more of the following solutions:

  • Use the USB cable that came with your phone. Other cables may look similar, but may not function correctly with your phone.
  • If you're using the USB cable that came with your phone, and the Zune software still doesn't recognize the phone, that cable might be damaged. Try a different cable.
  • Avoid using a USB cable extension.
  • If possible, connect the cable from your phone directly to a USB port on your computer.
  • Try one of the USB ports on the back panel of your PC instead of the ones in front.
  • If you need to use a USB hub, use a self-powered hub, which has a separate AC adapter that plugs into a wall socket.

To resolve a problem with your phone

If you suspect it's the phone, contact your mobile operator. They'll help you determine if there's a mechanical or electrical issue with the phone's hardware.

To resolve a problem with your computer

If you suspect it's your computer, try connecting your phone to another computer with the Zune software installed to download the update.

To resume updating when your phone disconnects from your computer

If your phone is accidentally disconnected, do not restart it or remove its battery. Wait until the update finishes or the phone restarts automatically.

Sometimes the Zune software will let you know that the process was interrupted because your phone was disconnected. If it does, 1 of 2 things will happen:

  • Your phone will restart on its own after a few seconds and will work as it did before you started the update. This means that the update wasn't installed, and you'll need to start it again using the Zune software.
  • Your phone will continue the update while disconnected, and will restart on its own when the progress bar on the screen has reached the end. This means that the update was installed, and you shouldn't need to restart the process.

If the Zune software still doesn't recognize your phone, the Microsoft Fix It wizard may be able to resolve the issue. Open Microsoft Fix It, click Run, and then follow the steps.

To restore a backup to your phone

If the Zune software successfully completes the update process but your phone isn't working correctly, you can restore your phone to its previous version. To learn more, see Restore a backup to my phone.

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