Thursday, November 16, 2006

Need help?

I saw Cesar was answering questions over on his blog.  Since he's just one guy, I thought I'd help him out by asking if you guys need any help.  What issues are you seeing?  I'll do my best to answer.

55 Comments:

Blogger Giovanni Gallucci said...

Bill,

Is there any hope of Zune supporting the DRM from MS-based MTV-born URGE music store? If not, does the company have a reason for not supporting its own DRM with these other services?

-giovanni
TheAgencyBlog.com

12:14 AM  
Blogger lpxxfaintxx said...

Will there be any updates to the Zune software, or will there be a complete, newer, smaller, faster software for those who doesn't have good computers? Cause the Zune Software is really taking up my RAM... It's also on the slow side, imo.

4:03 PM  
Blogger sportsunit said...

Will there an update to improve the stability of the software?

7:41 PM  
Anonymous Anonymous said...

Posted this on Cesar's site. I'm actually pretty worried about this.

"My Zune seems to be coming apart at the seam. Is that normal after a couple of days, mostly in its case, never taken outside, only taken off of the shelf to do syncing type stuff? I noticed this morning that the bottom right corner seemed to have the slightest of space where I didn't think it did before. Just now when pushing the back button I felt the whole case clicking."

7:54 PM  
Blogger billwitt said...

Giovanni - The current plan is to have a managed store through the Zune Marketplace. this enables us to add features like Send that we couldn't with other services.

9:28 PM  
Blogger billwitt said...

lpxxfaintxx - Yes, there is a plan for updating the software. I can't speak to your specific hardware, but I run it on a 1.2Ghz Vaio and I don't see any significant slowdowns.

9:30 PM  
Blogger billwitt said...

sportsunit - What issues are you seeing? We do have updates planned on a regular schedule, but if you are having a specific crash, you should call PSS (number is in the box) ASAP. The guy who runs PSS is great and his team is very sharp. they can probably help.

9:32 PM  
Blogger billwitt said...

Zunatic - That should not happen. It is covered under warranty and we'd be happy to fix it. For what it is worth, I've never seen that happen before.

9:33 PM  
Blogger sportsunit said...

Since this is your thing, when are the individual accessories going to be released? I've tried desperately to get a car charger to no avail. CC, Best Buy, Target, Walmart...you name it. Heck, best buy didn't even have zunes on display. I'm about to go out of state and wanted to grab one up before I left.

10:18 PM  
Blogger Adam said...

This post has been removed by a blog administrator.

10:25 PM  
Anonymous Anonymous said...

*sigh* Yeah thanks Bill =) Certainly makes me wonder how I get the one Zune that won't stay glued (or however it's closed up) It's not so much that MS won't take care of me, it's the trouble of dealing with getting taken care of. Like my 360 3 lighting after 10 hours and having to mail it to MS after finally tracking one down.

Sports, I've seen the car charger at Circuit City and GameStop/EB. Both of those stores had most of the official accessories. On launch day I had to ask the Best Buy guy to get me a Zune from the back since they had *no* display.

5:59 AM  
Anonymous Anonymous said...

So that last one got me thinking... I have a car charger, I think for the PSP or DS, the part that plugs in has a receptacle for a USB plug and then the wire plugs into that and into the device. Could I safely use this with my Zune's USB cable?

7:00 AM  
Anonymous Anonymous said...

I love the Zune. I've had it for 16 hours now and I really have enjoyed it... inspite of the problems I have encountered.

The two problems are not big for most, but for me they are. The first is the fact that I cannot run Zune software under Vista. I moved over to Vista at the beginning of the year and have all but 1 machine left on Vista. While I am running the release candidates, I still was stunned to find that I have to find an XP based system to run the software. Not good form. I realize that Vista is not fully, publicly available, but given that a lot of enthusiasts run Vista (even beta), I am surprised. I really hope there is an update by the end of November to address it.

Second issue is also with the software. Because I only have one xp device (its the media center), I built up a pc at the office just so I could load the zune software. The problem is that I don't always have time at night to load stuff on my zune, so I would like the ability to do it while I am at work. The software won't allow that. The zune is locked to one machine and must be a guest elsewhere. (I lost all of the pre-loaded content tonight because of this issue). I am a very mobile person - I carry a laptop everywhere and use the desktop at home just for centralizing media. (I'm really up a creek because my laptop is running vista too...). So I have to make one PC the master and its the only place I can sync Zune MarketPlace. Although I can add stuff to the Zune as a guest, it would be really nice to take advantage of the sync features.

Oh, and one more thing... remember I said I installed the zune software on my media pc at home... Well, its a media center pc, on which I have every cd I own (a lot), lots of video and lots of pictures. Imagine my surprise that (after it erased my pre-installed zune content) the zune software started syncing ALL 50 gigs of content onto the Zune... Before it starts syncing initially, the software should at least ask the user about what directories to sync...

Again, I know I'm not the typical user, but... And I know this is only the first iteration. Believe me, I am the biggest proponent of the Zune. I understand its potential - Steve Jobs has a real challenger on his hands! I only want to help make this a better experience for all.

Greg
VistaMaster at Live.com

8:52 AM  
Anonymous Anonymous said...

London calling!

As someone who is just about to import two Zunes into the UK (yes, I can well understand why MSFT wasn't keen on selling Zunes outside the U.S. at present), I do have a few concerns:

1) No bookmarks for audio files. Like many people I listen to audiobooks on my players and find bookmarks invaluable.

2) No lossless.

3) Compilation albums are not catered for. I do find this rather dotty given that Windows Media Player handles these so well.

4) No sleep timer or wake up feature.

On the plus side and having never actually seen a Zune, I think the player and its interface are utterly gorgeous. I know I'm not the market you're probably aiming at (Jag-owning lawyer living in Hampstead), but I've always hated the look of my iPods. To me, at any rate, they look like a cross between a toy and a kitchen appliance. The Zune (especially the brown version) on the other hand looks like something a sophisticated grown-up buys along with Coach briefcases, Cuban cigars and Zegna suits.

10:49 AM  
Anonymous Anonymous said...

When will the Zune support Japanese and Korean Text like the ipod?

I have 200 songs on my zune that looks like [][][][][][][][]

Also, how can I edit a song's info once it's on the zune? The software won't let me.

12:56 PM  
Blogger Jake Bryant said...

is there an easier way to add files to the library in marketplace besides the 'add folder' option. because often i just want to add like 15 files and but then marketplace searches my entire library of like 10000 files which kindof takes a while. also whenever marketplace re-searches my system for media, it puts in all the files that i previously removed from my library.

3:48 PM  
Blogger Jake Bryant said...

This post has been removed by a blog administrator.

3:50 PM  
Blogger billwitt said...

Zunatic - re the car charger, it depends. There is a resistor in the charger that is probably necessary. Also, it needs to be putting out 1.5 Amps

4:55 PM  
Blogger billwitt said...

Greg - I think we've said that we will support Vista. that support is likely to come sooner tather than later.

4:57 PM  
Blogger billwitt said...

Fenhalls - I'm forwarding your suggestions to the dev team.

4:58 PM  
Blogger billwitt said...

CanadianCofee - We'll support double byte characters with the Asia launch of the product.

You can edit the data in the Zune software and re-synch, but you can't do it on the device.

5:00 PM  
Blogger billwitt said...

Jake Bryant - You can drag and drop the files into the client. Should be easier than inporting them.

5:00 PM  
Blogger James Hostetler said...

Why is there no clock? Simple feature! I want a clock! A nice EASY feature of a ton of players and it's just missing. Gah!

9:06 PM  
Anonymous Anonymous said...

Hi Bill,

Just stopped by to let you know we just launched video (and audio)podcast support for the Zune:

http://FeedYourZune.com

It integrates with the Zune software. Check it out and let us know what you think.

Doug

11:09 AM  
Blogger Jake Bryant said...

recently marketplace has not been cooperating with my zune. previously i would plug it in and it would notice it. now i need to 'search for device'. not a big problem.

my problem now is, marketplace wont let me add anymore music or video to my zune. for some reason it tries to convert it all, even though my music that i am uploading is in mp3 format. the thing is, it wont convert the files. ive given it like two hours and tried different files and its still at 0% conversion. i didnt have this issue before and it would put my wma's and convert my videos no problem.

11:13 AM  
Blogger Jake Bryant said...

This post has been removed by a blog administrator.

11:13 AM  
Blogger billwitt said...

James - good question on the clock. I don't recall discussing it in planning. I'll forward on the suggestion.

7:28 PM  
Blogger billwitt said...

Doug - That's great! I'm calling Dave (Zunester) now to tell him. He's been the champion of podcasting internally for the last few years.

7:29 PM  
Blogger billwitt said...

Jake - It shouldn't do that. there is a feature that converts VIDEOS in the background, but it wasn't meant for audio. Send me a screenshot and I'll get it to the right folks internally.

7:31 PM  
Blogger Jef said...

Two issues:

1 - My navigation button area is squeaky. I picked up a new white zune for my wife today and the zune buttons on hers have less wiggle room and are not squeaky like mine. I have only had mine a few days and wonder if this is "normal". It's not a big issue, but it's something you would notice immediately. any suggestions to fix it?

2 - Is there a way to turn off the screen during video playback? (ex hold down a button,etc) I tend to listen to alot of video webcasts just for the audio, but the video is simply a guy speaking. It would be nice to turn off the video display but hear the audio to save battery life.

3 - suggestion: If I am not allowed to send a song due to DRM limitations, tell me BEFORE i try and send it, without forcing both the sender and receiver to be told I was not allowed to send it :)

7:41 PM  
Blogger billwitt said...

Jef - I can honestly say I've never heard of a squeeky button. I'll ask the woman who runs manufacturing if there are any fixes.

There is no way to turn off the video and listen only to the audio at this time. That's the second time I've been asked that.

Tell me what you were trying to do in sending the DRMed track. I'm guessing that you tried to send the same track to the same Zune twice. Correct?

8:00 PM  
Blogger Jef said...

Bill,

1 - Oh I hope I am not the first to have the Squeaky button issue. The middle button definately has more play than my wifes zune. I had had mine since last thursday, but don't remember if it was always that way or I just noticed it on comparison. The squeak is definately there. I will be blogging about it at jeftek.com tommorow after I investigate it more :)

2 - Glad I'm not the only one :)

3 - It was the 2nd time sending a song to my wife, and it was one I had not previously sent to her. It was a track I had downloaded to my Zune using Zunepass. We are using the same Zunepass account for both units. After she had accepted it, it would do the send/receive action and then tell us it could not send due to media limitations.

If this is the case, it would be nice to either be told I can't send it from my zune, or remove the send option when I am not allowed to send the track.

8:05 PM  
Blogger Jef said...

Ok, another question:

1 - I'm sure some of the music used in the Zune commercials is made just for the commercials, but any chance we might be able to download some of the songs? It would be nice to see a list, and may go toward adding interest in the zune :)

8:40 PM  
Blogger Jef said...

It seems many others are looking for the music from the commercials. Any possible chance to see a "Zune Commercials" playlist on Zune.net? It seems all of the songs that have been found are up there. I'd like to publish the playlist of them if I could.

You can see the current list here:

http://jeftek.spaces.live.com/blog/cns!F2042DC08607EF2!840.entry

Any chance you gather up the missing ones for us? :)

Thanks,

Jef

8:19 AM  
Blogger billwitt said...

Jef - I thing your playlist suggstion is a really great idea. I've sent this to the editorial team.

4:03 PM  
Blogger Jake Bryant said...

ok, so im still not sure whats going on. my videos are actually converting now, but i still have the same problem with mp3's.

screenshot:
http://i62.photobucket.com/albums/h109/jbhitter24/messedup_marketplace.jpg

4:34 PM  
Blogger Jake Bryant said...

actually, it is 'converting' the files now. except its at a pace of 1% per 3 minutes

4:38 PM  
Blogger Jake Bryant said...

yeah...i think im gonna have to swap my zune. similar problems to this: "My Zune seems to be coming apart at the seam. Is that normal after a couple of days, mostly in its case, never taken outside, only taken off of the shelf to do syncing type stuff? I noticed this morning that the bottom right corner seemed to have the slightest of space where I didn't think it did before. Just now when pushing the back button I felt the whole case clicking."

but not yet as severe. i pretty much have mine in my pocket at all times, or ill be syncing it on my comp desk.

6:50 PM  
Blogger billwitt said...

Jake - I looked though our service logs today and I didn't see your issue. so....I'm going to send this to the guy who heads up support.

8:49 PM  
Anonymous Anonymous said...

One of the complaints I keep hearing over and over again concerns the lack of gapless on the Zune. I do play a lot of live albums, but I can't say it's something that bothers me particularly. I can well understand why it does really bug the heck out of a lot of people though. And it is something that Apple has now, at long last, managed to implement on the iPod.

As an aside, it doesn't seem to me me that you are pushing the things that people love about the Zune nearly enough: the fabulous interface, the scratch-resistant case, and to a lesser extent the radio.

Mr. Jobs is very adept at blowing his own trumpet. I think perhaps you good people at Zune should be putting in some practice on the same instrument. Apple and its legion of fans have been utterly ruthless in badmouthing the Zune over recent weeks. I'd like to see you be just as ruthless in promoting the product. There are many of us out there who for one reason and another really do want you to not just succeed but to succeed brilliantly.

7:57 AM  
Blogger billwitt said...

Fenhalls - I agree with you on the gapless playback. It would be nice to listen to a live album without the small pauses.

Regarding blowing our own horn, you are also right. I suspect you'll see us talking about those features more and more over time.

9:01 PM  
Blogger Brady said...

Hello, I just wanted to thank you guys for having these blogs going so we can actually see that the wheels are turning and you want to make our purchase better. Thank you for that.

Anyways, there is one thing I'd love the Zune software to do. As you know much of the video out there for portable devices will be encoded in a file other than wmv. Yes the files will automatically be converted when synchronizing the zune. However, sometimes you just want to plug the zune in, have everything transfer fast and be done. I wish you could tell the files to convert and store the new file in a temp directory or something then once you sync it removes the temp file from the pc and transfers it to the zune.

Perhaps in the library just make it so you could go in to the video section, right click a video and select "Encode for Zune playback" and have it do its magic. This way you could be off doing whatever you want using your zune and not have it stuck plugged in to your computer unusable as the file is going through the conversion process. For some videos this takes a long time.

That is one of my main issues. Though I would like to go along with everybody saying I'm looking forward to gapless playback... but most of all... PODCAST SUPPORT. I know someone on the zune software dev team is probably chugging away on podcast support... but I haven't seen it mentioned yet and I want to remind you that it is really important to many of us. Remember many of us early adopters are very tech savvy, the type of people that listen to podcasts, and the type of people that tell everyone we know about a product we like! Please us with podcast support! Hehe, that is all, Thanks!

Oh yeah... I suppose we should all be calling it Netcast support or something, Apple doesn't seem like they will be willing to share the "pod" name with anybody. You guys just need to market it in a clever way so people know that if you buy a Zune you can listen to podcasts... not everybody would know a podcast and netcast are the same thing.

1:39 AM  
Anonymous Anonymous said...

brady writes:

"Though I would like to go along with everybody saying I'm looking forward to gapless playback... but most of all... PODCAST SUPPORT"

I can understand why this has not been a top priority thus far. Posted at iLounge yesterday:

'According to a recent study by the Pew Internet and American Life Project, a growing number of consumers are listening to podcasts, but very few do so every day. The study found that 12% of web users have downloaded a podcast, an increase from 7% earlier in the year. However, only about 1% said they download a podcast on a typical day.'

http://tinyurl.com/y8a6wf

On the other hand, it does add grist to the mill of those Apple fanatics who like to suggest that the Zune is short on features compared to the iPod (even though those features are not ones regularly utilised by most owners). In another sense though, the Zunies cannot win for many competitors of the iPod have been attacked in the past for adding too many features and not keeping it simple like the iPod.

4:50 AM  
Blogger Liz said...

Bill-
Ive been trying to sign in to my Zune Marketplace for the past two days. Today it worked and i got in and started to download songs, but then my computer froze and i had to restart. I tried to sign on again with my Windows Live ID and it said signing in or sometihing like that and then it said connecting and then the screen went blank and it didnt do anything. Its quite frustrating. Please help me.

2:37 PM  
Blogger DiEMiE said...

Bill,
I just got my zune yesterday and i can't seem to sync any songs on it. It didn't automatically sync and songs in and when i try to an error report would pop up. "Zune software encountered a problem while synchronizing the file to the Zune device. For additional assistance, click Web Help." i clicked web help and i followed the instruction but my zune still wouldn't sync and songs in.

11:47 AM  
Blogger MicroQueen15 said...

For reasons I'm still trying to figure my comp 'recovered' itself back to 5 months ago. Then I didn't have my zune so it doesn't have that software installed yet. I have all of my music and stuff on my zune but I don't know how to make it sync from my zune to my comp without it getting deleted. This might be a dumb question but I can't find a clear answer anywhere. Please help me, I don't want to lose my whole collection.

5:46 PM  
Blogger SweetieSummy said...

I also have a problem with my Zune. We just got a new computer (the old one crashed) and when trying to transfer the software over everything on it ended up getting deleted. So I had to start over with putting music back on it-the problem is, everything will load onto the zune, but then it won't all sync over. I honestly don't know what happens to it. If you have any ideas please let me know. I'd greatly appreciate it!

10:04 AM  
Blogger SweetieSummy said...

I also have a problem with my Zune. We just got a new computer (the old one crashed) and when trying to transfer the software over everything on it ended up getting deleted. So I had to start over with putting music back on it-the problem is, everything will load onto the zune, but then it won't all sync over. I honestly don't know what happens to it. If you have any ideas please let me know. I'd greatly appreciate it!

10:04 AM  
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2:19 AM  
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