(Another) Support Request Template

[zachnehrenberg]

Because many requests for Zune support don't seem to have the necessary information for people to solve the problem, here are some things you can provide to help you along.

FIRMWARE (System Software):

-What version firmware (2.0, 3.0, 3.1, ect)
-Which version Zune (Flash or Hard Drive; 4, 8, 16, 80, 120)
-Have you tried?
-Restarting
-Letting the battery die
-Resyncing content that doesn’t work
-Updating your device
-Different Headphones
-Getting rid of unofficial games
-A different computer
-Games that are installed (Some are known to cause crashes)
-Take a picture of the problem and include it in your post.


HARDWARE:

-What version firmware (2.0, 3.0, 3.1, ect)
-Which version Zune (Flash or Hard Drive; 4, 8, 16, 80, 120)
-Has the Zune been dropped, bumped
-Has there been any water damage
-The age of the Zune
-Are there cracks on the screen
-Take a picture of the problem and include it in your post
-Have you tried?
-Jiggling the headphones in the jack
-New headphones
-Updating the firmware
-Using a different sync cable
-Restarting the Zune
-Using dust cleaner in the sync/headphone jacks


GENERAL:

-Be as detailed as possible. The more detailed you are, the more we can help you.
-If it fell, just say it. Don’t lie like you would to the Microsoft support.
-A nice little restart will almost always fix the problem. Make sure you do that before requesting help.
-If your battery life is really bad, then you need a new battery, stop bringing this one up.
-Some games have actually caused the Zune to function strangely afterwards. This may or may not be true in 3.1
-Before requesting support you usually want to have the latest firmware.

TEMPLATE:

You can use this basic template for problems so you don't forget anything.

Firmware:
Zune Type:
Time of possession:
Any Damage (Please specify, Hardware):
Time of problem beginning:
Unofficial Games (Software):
Description of Problem:

Note that this is just a rough template to help you along when you are trying to request support.

[Justananomaly]

Good template! Just make sure you get it approved in the private team forums next time, so that way we can vote on it. But I approve this one, everything is here and seems to be in order.

[runtohell121]

pretty nice template again! well done!

[Zombii Matt]

good work now if only we could make this show up automatically when somebody starts a post in the zune help boards

[Space Toast]

Well I agree with Randy, but this one is well done and am positive it would have passed anyways.

[zachnehrenberg]

Originally Posted by Matt

good work now if only we could make this show up automatically when somebody starts a post in the zune help boards

I don't know what kind of clearance you have, but you can have it appear right above the first post, or above the section, or wherever.

[Zombii Matt]

the only thing i can really do is sticky it. i could force read it but how many people actually read those?

[Space Toast]

not many, just start enforcing it like the games request template. other than that theres not much you can do.

[zachnehrenberg]

Ok. This must be an older version of vB. you would need to install a mod to get the functionality.

[Zombii Matt]

actually afaik this is the newest version
i must not have the permissions you are thinking of

[Azu-nyan]

Originally Posted by zachnehrenberg

Ok. This must be an older version of vB. you would need to install a mod to get the functionality.

It's technically supposed to be there, it's just broken.

[zachnehrenberg]

Originally Posted by Locke

It's technically supposed to be there, it's just broken.

Oh, well that explains it

[Pokeyourheadoff]

Well, I'll sticky it for now...

[zachnehrenberg]

I just want to let you know that I am creating a dedicated support site and my support templates are going to go on it, which means that I will have to put some copyright notices on them after the site is fully up.

[zachnehrenberg]

Would it be possible for us to put this on the Gen 1 forums too? We also kind of need to have a poll in the general staff section about the support templates (this one and the original one) about which one we should keep, as it is pointless to have two of them.

[Jenny333]

All of my zune's O-pad buttons will not work. however, the two other buttons work.

whats firmwire?
i think i have flash, 8
i have tried
i never restarted
i didn't let it die.
i didn't resync but im not sure if that would work
i have different headphones but i dont think thats the probelm
i never had games not created by microsoft
i always use the same computer.


please help

P.S. i may have to find the warrenty if no one gives me answers.

[zachnehrenberg]

First off, you should make a new thread, not post in the template.... But since this is an easy problem to fix I'll help here anyway.

The non working buttons is a problem that only happens on Zune Flashes, usually because of something such as a phone vibrating that puts the Zune into a locked state. All you have to do is let the battery die (By playing music of course), and then when you turn the Zune back on it will be fine again.

[Jenny333]

Originally Posted by zachnehrenberg

First off, you should make a new thread, not post in the template.... But since this is an easy problem to fix I'll help here anyway.

The non working buttons is a problem that only happens on Zune Flashes, usually because of something such as a phone vibrating that puts the Zune into a locked state. All you have to do is let the battery die (By playing music of course), and then when you turn the Zune back on it will be fine again.

i understand that i should add a new thread. i just posted it here becuase it seem to said "sticky"

yes, im such a noob. lol

[z3rdeye]

i've got a 1 yr old, 80 gb zune, 3.1 that stopped syncing about a week ago. i've got nothing but cd music from my computer on it ( about 26 gb worth). the last 11 cds i put on the puter won't sync to it. the settings are all the same as i've had. i'm not much of a computer expert, i've tried restarting the zune. dragging the music to the sync icon, but no luck. any suggestions for me? thanks.