Can't connect to your phone. Disconnect it, Restart it, then try connecting again

Anonymous
2010-10-26T00:14:07+00:00

Hi

On my dev computer I'm getting on zune pc:

"can't connect to your phone. Disconnect it, Restart it, then try connecting again" everytime I plug my LG E900 Optimus 7 phone .

The phone is reconized by windows, I can see it on device manager (Portable devices)

When the zune app start up, it shows the "device" tab but it does not connect to the phone giving me the error.

I have reinstall Zune, Hard reset the phone etc etc.. with no luck

Just to test, I have install Vmware  on the same computer and under a virtual machine it is reconized without problems, so it's not a hardware issue.

I have check with ZuneDevices.exe and it does not show an error on setupact.log, setupapi.app.log, setupapi.dev.log

Can you help me?

Thank you

My config is

windows 7 64bit ultimate,

I have VS2010 with the RTM Phone tools

Windows for home | Other | Music, photos, and video

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Anonymous
2014-02-19T12:05:49+00:00

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:

There is an issue with the Zune personal digital certificate.

To resolve this issue, create a new certificate:

1. If it is running, close the Zune software and disconnect your phone.

  1. Open the certificate Manager. To do this, click start, type certmgr.msc, and press enter.
  2. Expand Personal, and then expand Certificates.
  3. Click the heading for the Issued Bycolumn 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.

  1. From the Filemenu, click Exit.
  2. 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. 

  1. Delete the Zune certificates following the instructions above
  2. Before restarting the Zune software, locate the folder C:\Users<Username>\AppData\Roaming\Microsoft\Crypto\RSA
  3. Inside that folder there should be a directory named something like s-1-5-21-123456890-1234567890-1234567890-1111
  4. Rename this folder eg. adding .bak to the end of the folder name
  5. Restart the Zune software - the folder should be recreated and a new Zune certificate should now be created in the certificate store
  6. 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.

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Anonymous
2010-11-05T09:23:43+00:00

In my case, I had installed a cryptographic module for Spanish eDNI.

I uninstall it and now all is working fine. Hope this help, at least for some of you

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  1. Anonymous
    2012-02-29T21:56:44+00:00

    Hi, I also have the "Can't connect to your phone. Disconnect it, Restart it, then try connecting again" problem.

    I have a HTC Titan, just got it today my previous phone was a HTC HD7 and that never had a problem connecting but my Titan won't connect no matter what I try.

    I don't have any password on my PC so that isn't part of my issue.

    These are some of the steps I have tried:

    1. Create a new certificate

    1. If your Zune software is open on your computer, close it, and then disconnect your phone from your computer.
    2. Open Certificate Manager. To do this, click Start, type certmgr.msc in the Start search bar, and then press your Enter key.
    3. In the pop-up window, click the Personal folder in the left column, and then the Certificates folder, in the right column.
    4. Click the heading that says Issued By to sort the column, and then look for one or more certificates that read "zune-tuner://windowsphone/...".
    5. Right-click each certificate file, click **Delete,**and then click Yes.
    6. On the Filemenu, located in the menu bar of the window, click Exit.
    7. Click Startand in the search box enter %userprofile%\Application Data\Microsoft\Crypto\RSA, and then press your Enter key.
    8. Find the folder that begins in "S-1-5-21-".
    9. Right-click the folder and then click Rename. Rename the folder so that it ends in .bak. This means, you will likely be adding ".bak" to the end of the number.
    10. As soon as you're done, open your Zune software and connect your phone to your computer. This creates a new certificate and folder.
    11. If you go back to your .bak certificate folder, and you may see some remaining files there. If this is the case, copy and paste these files in order to restore them to their previous state. To do this, see the following step.

    This doesn't work for me, I have also tried:

    • Uninstalling Zune.
    • Doing a hard reset on the phone.

    -Creating a new user account and connecting to Zune on that account.

    None of these have worked for me. And since I deleted the "zune-tuner://windowsphone/" it won't recreate itself and now my previously perfect HD7 won't connect anymore. Really wish I had just stuck with my HD7.

    I feel the problem lies in the fact that the certificate won't recreate itself. I have read a previous post about uninstalling  cryptographic software. But I have no clue where this is located or what I should be looking for. I really don't want to return the phone but if I can't have proper functionality then what is the point. Even if I do return it I am now stuck with the problem that my HTC HD7 won't connect.

    Please someone Help!!!

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  2. Anonymous
    2012-02-29T21:33:06+00:00

    Im speechless...i suppose the other clue here is that when trying to post a date in my diary for February and selecting the date for this event I see:

    28 Tuesday

    29 Wednesday

    01 Wednesday

    02 Thursday etc

    When viewing the calender in grid form all is correct...obvisouly a major bug here

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  3. Anonymous
    2012-02-29T21:12:26+00:00

    AMAAAAAZINGGG MANNN.... AFTER 10 HOURS OF SEARCHING AND SEARCHING FOR A SOLUTION.... THXXXX

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