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

Anonymous

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

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Answer accepted by question author

Anonymous

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.

Open the 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 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.

From the Filemenu, 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-1-5-21-123456890-1234567890-1234567890-1111
Rename this folder eg. adding .bak to the end of the folder name
Restart the Zune software - the folder should be recreated and a new Zune certificate should now 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.

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Answer accepted by question author

Anonymous

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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124 additional answers

Anonymous

2013-04-22T18:27:23+00:00

Hi,

this problem is usually about certificates and user profiles.

This is indicated by the answers of some here, stating they either formatted their devices or did start Zune as Administrator.

In http://support.microsoft.com/kb/2468307/en-us there is the part: Create a new certificate then restore files. I strongly recommend doing this together with FIRST delete your mobile device from Computer Management (connect the device, and then uninstall it, disconnect it afterwards). Now, have a look into the certmgr / personal / certificates and delete simply the zune... certificate. Now do the above mentioned kb thing and tata, it works.

I have to admit, to me it always works when I do only the kb stuff mentioned above, but I noticed, especially in Domain environments, that the combination is the most reliable way to reconnect my devices.

And how can I recreate the issue (just in case someone is interested ;)?

Well, that's simple, just get a backup copy of your profile and restore it... if done with robocopy and at least under Windows 7 reproducable with Windows backup, you can recreate the here given situation.

So, if you backup, you may consider leaving out the certificate folder - which can be ONLY a workaround, not a solution....
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Anonymous

2013-02-04T04:12:28+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

I ran into the same problem TODAY but it was working late last week. I upgraded my PC to Win8 2 weeks ago. The fix is great, worked right away afterward, but this is an issue that is one that a lot of people would simply give up on. The only reason I didn't is that my phone mfg FINALLY set out the latest update. It would sure be nice to find out after update that zune doesn't have to be used anymore ... like the WinPhone 8 I saw today
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Anonymous

2013-01-28T07:45:53+00:00

fixed, yay!

the machine password was altered which caused Zune to reject the phone.

after switching back to the old password, Zune connected to the phone again, immediately.

tried this idea after reading this thread:

http://social.answers.microsoft.com/Forums/en-US/windowsphone7/thread/fc7b885e-e069-4426-958a-84816e8a19e4

Mew ... after read your post (yeah ... I know it's a long way back ^^a), I've testing using zune on local user (I have local user that I use for maintain services like sql server, etc and domain user for daily usage). And it's works. Maybe in my case, since I must change password in monthly basis, I can't sync my zune using domain account. So I use my local administrator user to sync to my device. Really ... this is a pain in the a**.
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