Welcome to Justanswer.com, my name is Dustin.I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.
Try resetting the device as follows. Disconnect it from your PC first, then..
Now, connect it to your computer and launch the zune app.. It should offer to update the device.. It should take about half an hour to complete. Let me know if you get stuck or run into any issues during this process.
I strive to provide great service, and greatly appreciate a 5 star rating clicked and submitted when you are satisfied.. I always answer follow up questions.Dustin S.Senior Technician and Network Switching Systems Operator / Maintainer.
What exactly happened when you tried the above? Did the steps go as planned?
Did you see the CONNECT ZUNE TO YOUR PC message on your Zune?
Hello and thank you for your question. Please let me know if you still require assistance and I would be happy to help you.
I am not the original expert that attempted to assist you. If you would like me to continue working with you, I would be happy to do so. Please let me know how you would like to proceed.
Very well. I submitted your request.