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
    2011-01-19T22:33:55+00:00

    I am too having the same problem as Cybercortex... seems to be a lot of possts with similar issues.  Recently purchased HTC Mozart, downloaded Zune on Win XP SP3

    Connected phone, drivers installed, nothing in device manager came up with exclamation mark or errors, everything installed OK.

    Then started getting Connection error, try restarting the phone... in Zune

    Followed through the steps proposed in:

    http://support.microsoft.com/kb/2410177/en-us and

    http://support.microsoft.com/kb/929358

    Still no luck.  Installed Zune on my work laptop - Win XP SP3 - plugged in phone and it worked straight away.

    I believe it is an issue with the MTPZ protocol that zune requires as no certificate appears in my personal certificate store.  It makes me assume that the protocol is not authenticating in the handshake therefore Zune cracks up...  How do you troubleshoot this protocol?

    I have upgraded any drivers out of date - still no luck.  Tried different USB ports, blowing away the driver files manually in safe made, re-installing Zune.  I am only a step away from a complete re-build.  Surely this does not have to be the answer...

    I even put entries in the registry so the event log would actually give me meaningful messages..  Seems the WPDMTPDriver starts successfully, but I can get no info from the ZuneDriver source in event viewer as there doesn't seem to be an EventMessageFile for the log.

    Any help would be appreciated.  I have been going at this for four days now.

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  3. Anonymous
    2011-01-31T07:45:26+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

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