1. Click Download, then Save to download the Sync Diagnostic Tool to your computer. Do not click Run.
2. Start the Zune software.
3. Start the diagnostic tool (ZuneDevices.exe). If you're using Windows Vista, right click on the tool icon and select Run as Administrator.
4. Connect your Zune and look for an error message.
4a. If you have a USB connection: In the Zune software, you should see a yellow exclamation mark by the device icon in the lower left.
4b. If you have a wireless connection: On the Zune device, go to Settings, Wireless, and click Sync Now, then wait for the device to display an error. It might come one to two minutes after displaying "Connecting to PC...".
5. Once you see an error message, do one of the following:
5a. If you have a USB connection: Disconnect your Zune device.
5b. If you have a wireless connection: Click Cancel or OK.
6. In the tool, click the Report tab, then click "Save As" and save a copy of the report.
7. If requested by Zune customer service, attach the report to an e-mail and send it to the e-mail address supplied by your customer-service contact.