Installing the Zune... sucked

When it comes to the hardware, we're pretty much set; we all now know the Zune inside and out. But how it interacts with the software, the marketplace, etc. -- that's where the magic happens. Or doesn't. We really wanted to give the Zune the benefit of the doubt. We hoped installing the Zune software and getting our player running would be as seamless and painless as getting iTunes and an iPod running on your machine, since that is, after all, what it's up against. (Granted, not even iTunes is bereft of major problems on major releases.) Unfortunately, the reality of our experience with the first version of the Zune software this afternoon is much like that of many version 1 software experiences. It sucks. Read on to see what happened.

So, before we get started, a few caveats. Our machine is a Windows Media Center XP 2005 box -- light use, basically our media server and occasional Engadget test bed. We weren't anticipating any problems. Our software is version 1.0.5341.0 -- the release version of the Zune software that came bundled with the player. Let's go through the install, shall we?

Ok, go!

Thanks, we're glad to be here too, we guess. Hit next.

Yep, we accept.

Waiting... it's doing something, but it doesn't tell us what. It's a minute or two.

Oh, ok, it's starting to install the Zune software. No install location options, just already going. Nevermind the fact that we put our applications on a different drive than our Windows install.

Yeah boyeee.

Ok, all done. Let's have big fun like these peeps!

First up, we have to make a connection. So let's plug in our Zune.

Really? A home on another computer? We've never touched this Zune in our life. No matter, it's a review unit, maybe they tested it before shipping it to us. (Come to find out, it supposedly gives that prompt always so long as the Zune is in guest mode. Got it.)

Let's make it a full-fledged Zune, shall we? Give it the real review, none of that guest BS. Oh, wait, see how that Next button is orange? That's because this is where the software crashes for the first time. So we have to start over from make a connection -- but if your Zune is still plugged in, the software won't see it. So kill the process, unplug the Zune, restart the software, plug the Zune back in. Ok. We did this a couple more times before we learned our lesson.

We'll take guest mode then, thanks.

Ok, good, we made it past. Let's do express. It is, after all, recommended.

Hmm, let's stream some media to our Xbox 360. Music and video for now.

Great, looks like we're all set. Let's get to it.

Oh, wait, no, now we have to make a Zune Tag. We don't really want to, so let's cancel and go straight to the store.

Yes, we're sure we want to cancel!

Ah, the app, finally! We've been waiting to fool around with this. Upper right, that's our Zune. It's got some content, as you can see.

Ok, first thing we want to do? Obviously: options! Crap, as soon as we click the options button, it crashes. (Note top bar, not responding.)

Ok, we have to restart. So let's create that Zune Tag after all. Bummer, apparently there's already another Ryan using a Zune. Since there's some Xbox Live integration, however, it looks like you can use your Zune Tag as your Xbox Live tag, and vice versa.

While we were figuring out which tag to use, we were suggested some pretty awesome(ly awful) names:

• TwinightRyan (sp)
  
• UprightRyan
• GrizzlyRyan
• PraisedCloud
• ScapularWorm and
• HangingCheetah
• PricyRacketeer
• GutlessStudent
• WontedSum
• PeeweeDust

Do we LOOK like a scapular worm to you? Don't answer that.

Ok, we picked one that doesn't exist. But now we need a Windows Live ID too. Thankfully we had that in the form of a Hotmail account. Seriously though, how long is this going to go on?

Ok, enter your Live ID, got it.

What? Now there's account information we have to put in?

What? Now we're required to hand over our phone number? Umm, ok we're just gonna put a dummy number in there.

Sweet, finally, now I get more options of things to do. Zune Marketplace, buy MS points, or get a sub. The sub won't yet work since the store isn't fully active until the 14th, so let's go with the points.

Ahh, Microsoft points. Xbox 360 users know ye well. So much for buying songs in straight American currency without buying blocks of points, but hey, we'll live.

Ok, we've seen enough, let's back out of here and go hit the player app. Sorry, can't, application crashes here.

Ok, so software is restarted, let's sign on.

Nice, that's what we've been waiting to see ever since the options dialogue crashed our computer. We tried the options menu again -- and it crashed it again. So we're not touching that anymore. Let's keep moving.

These are the loaded tracks on the player. We are a little bummed there's no loaded cover art, especially since it's there in the Zune. And yes, they did tag that C.S.S. song improperly as CSS, creating another artist listing. Man oh man, devil's in the details, ain't it?

Ok, back to the store. We can't actually buy anything, but it looks nice. All the standard stuff.

Now we're over in our videos library -- no videos indexed yet, though. So let's add some.

Specify your indexed folders.

Well, it didn't index our DivX Daily Show eps (big surprise). Let's try a folder with WMV video.

Hey, there's Dave Zatz again! That's not a live preview, but it works.

We're playing video -- you can't see because of the screen cap, but it's playing, and it looks good!

And now in the upper right we can see the audio CD burning dialogue.

But now when we switched over to the Zune it's missing, just not there. We unplug it, plug it back in, and...

This screen pops up. But the Zune is still not showing. However, if we shut down the app, plug it back in, then it'll pop up just fine and show the device in the player. Whatever.

See, there it is.

We try to go back and reinstall the software -- maybe it was just a funky install or something. Nope, can't reinstall, it's up to date.

Fine, we're going to uninstall it.

We have no idea what this one is, but it popped up after that initial uninstall dialogue.

Icing on the cake: restart after uninstall. No, sorry, the icing on the cake is the crash our computer took after we hit this, causing our RAID 5 array to crap out and spend a few hours rebuilding.

But just to be EXTRA sure, we tried the software on a second PC we had laying around. Besides 20 minutes to install (huh?) it worked just fine. Expect more from that PC in the near future!

In the mean time, we let Microsoft know what was up and they were pretty quick to help figure out what was behind this whole nightmare install. We don't yet know, but hopefully it's something small and limited to our Media Center PC -- because if it isn't, tomorrow's big launch is going to be a comedy of errors straight up tragedy.

Update: I, Ryan, reinstalled on the PC that was giving me so many problems -- after the RAID array rebuilt, that is -- and it went just fine. I'm using it right now in fact. But then Peter's install (Vaio laptop) went south just like my first install did. Same crash errors and everything. So we're two for two!

[Deluxe @ Nov 13th 2006 8:53PM]

... It's still better than Sonic Stage / Sony fanboy.

[Rick @ Nov 13th 2006 8:55PM]

Bill, I know you read this sight. Good work. Really.

So how's the philanthropy going?

[Pancake @ Nov 13th 2006 8:57PM]

Sounds like a blast. Not only does WELCOME TO THE SOCIAL and RELEASE YOUR INNER DJ make me want to shoot myself, microsoft can't even write software now.



'goes back to listening to the ipod'

[KeyDesignz @ Dec 3rd 2006 9:30AM]

What do you mean Microsoft can't write software now? I was under the impression they never could.

[iLLW!L @ Nov 13th 2006 8:58PM]

That's hilarious.

A vote for negative is a vote against the irrational lust for Zune.

[mike @ Nov 13th 2006 9:02PM]

yikes..and people through that iTunes 7.0 had big issues. At least people could install it. Thanks for all the screenshots btw. Postings on other websites have show that people can't even get past the initial instal part because it errors out, so consider youself lucky.

[Mrfreezie @ Nov 13th 2006 9:04PM]

Wait, a Microsoft product crashed? WTF? That never happens!

[Adam @ Nov 13th 2006 9:04PM]

Yeah, I downloaded the preview app from Microsoft's website. I created my Zune Tag (Boots Randolph, hehe), but selected back on the "enter info" screen, and when I tried to move forward again, it told me that name was already taken. Fine. Don't work, even though I just entered my tag.

I too am running MCE 2005... but I didn't have any issues with Options not working. I'm wondering if these guys took too much of a shortcut, and just based everything on WMP 11, changed the skin, took out a few of the PlaysForSure features, added a few XBox features, and called it a day. It's really a tragedy that they left this whole project til the last minute. I can imagine the field day Apple fanboys are going to have when they see this. So much for the Zune's "viral" campaign or any of its other positive features. This may just be the deal-breaker here.... I hope they update it soon.

[Adam @ Nov 13th 2006 9:09PM]

i have to tell you, this made my day. Not that i was terribly worried about anything ever beating up the iPod, but now that it's basically definite that the zune isn't an issue for apple, i don't have to worry about apple coming to market with anything that isn't ready just to compete with microsoft.

i kind of want my widescreen ipod/iphone now thank you.

[Nathan @ Nov 13th 2006 9:10PM]

I give you guys props just for buying MSTRKRFT!

[Jordan @ Nov 13th 2006 9:10PM]

Man, I'm loving my iPod right now. I can't believe it isn't an easy install. I thought the whole thing was about ease of use. I hope it doesn't crash on everyone like the 360.

[jericho @ Nov 13th 2006 9:12PM]

patches

[Pancake @ Nov 13th 2006 10:47PM]

Patches, after patches after patches...... At least apple is upgrade/ performance issues ussually, microsoft cant even get it to work in the first place

[logiclust @ Nov 14th 2006 12:33PM]

isn't that the name of bill gates' dog?

[Justin @ Apr 19th 2007 10:50PM]

I have a strange problem. When it gets to the second menu that says: "Welcome to the Social" on the top, there is no next button. All it has is 'Close'. It's acting like my internet isn't connected when it really is. Very strange problem. Any help? Thanks

Justin

[Chase @ Nov 13th 2006 9:12PM]

Everything went perfectly fine for me (XP Pro, fully up to date, p4 3ghz, 1gb ram), I have had zero crashes or errors. We'll see how it goes tomorrow when I actually get my zune.. *crosses fingers*

[v_dogg @ Nov 13th 2006 9:12PM]

wow i was thinking about getting a zune, but obviously im going to wait a few months to let Microsoft actually get it right for once. Hmm, if they come out with a widescreen iPod soon, I just might be tempted to buy one

[James @ Nov 13th 2006 9:13PM]

I'll stick with my mac and iTunes thank you!

[brendan Sheehan jnr @ Nov 13th 2006 11:41PM]

In other news my Mac which I have for 10 months now, never crashed once to the point where I had to restart it. If you do encounter a problem on the Mac you can "force quit" that particular application, that app always quits (every time) when you do that, and the rest of the system remains completely unaffected, all other apps open and functioning still while your quitting that other application, then you open the app again and it opens perfectly (no too often at all!). Then on a rare occasion if you're encountering preblems, like sluggishness or problems with no obvious solution, you do a thing called "varify and repair permissions" this takes about a minute, and can be done with an app call "Onyx". Hey presto, everyhing is back to its normal zippy self. My Power PC iMac before was the very same as this intel one, just took a little longer to do all those things. - I'm glad I switched 2 years ago, enjoy your Zunes!

[farukates @ Nov 13th 2006 9:13PM]

The scary thing here is that they've _already shipped all the Zune's and those CD's_. If the install is going to be this troublesome for so many people (there's plenty of other reports of the install being a nightmare already), people will be required to download an updated online install.

Definitely not a great user experience.

[bluespark @ Nov 13th 2006 9:13PM]

The cringe factor on the slogans and pictures is very high indeed. Release my inner DJ? No thanks.

[mofobaru @ Nov 14th 2006 2:07PM]

Yep. Those photos are nasty. Microsoft getting "hip with da kids". Cringe-worthy indeed. It's like watching your Dad dance at the school disco. Get me outta here!

[JerkyChew @ Nov 13th 2006 9:14PM]

Wow. That's just amazing - what a mess. Let's pretend that nothing crashed and it worked as advertised; there's still what, fifteen to twenty steps just to set up the player? Registrations all over the place, picking names, connecting with your Passport account? WTF?

Microsoft, look: You're going up against a player (as in the company, not the device) with 75% of the marketplace. A player known above all for their interface and usability. A player whose software "just works", and just works on operating systems created by you.

New products have bugs, and there will always be glitches. But you can't afford to be this screwed up. Face it, you get no leniency here. To extend the music metaphor a bit, you are the 800-pound gorilla, the supergroup that everyone has already heard of, and is sitting there with open arms saying, "impress us". You can either step up and be Audioslave, or you can skate along and be The New Doors. You only get one shot at this point.

Your average consumer is not going to be a computer person - they're just somebody that wants to hear their music. This is the piece that Apple got - Keep them within three clicks of their music, don't make it much harder to use than a walkman, and don't jam features down their throats unless they want them. If the rest of the Zune is as bad as this initial review of nothing more than the installation makes it out to be, you guys are doomed.

[Nick @ Nov 14th 2006 2:01AM]

totally agree. this post got rid of the small chance of me getting a Zune (it was tiny). Even had everything worked properly there is no way I would still want a Zune. Points, 2 user names, phone number WTF. I would never ever buy an ipod either. I'm sticking to buying CDs and an mp3 player that can act as mass storage.

[moldyapples @ Nov 15th 2006 12:19PM]

Nick said: " I would never ever buy an ipod either. I'm sticking to buying CDs and an mp3 player that can act as mass storage."

Um, ipod plays mp3s and acts as mass storage,

[donlphi @ Nov 13th 2006 9:16PM]

MS is a little out of touch with what kids want I think. Seeing microsoft trying to be "hip" is like watching my dad showing up to an EMO concert. Something really uncomfortable.

[Mr C @ Nov 13th 2006 9:19PM]

Bill and team, all you had to do was copy apple. At least people could say it worked. You'd do much better with a product that worked, even if you ripped off-borrowed some ideas.

[Hank Cazorp @ Nov 13th 2006 9:20PM]

"Welcome to the social."

Aside from making me throw up a little in my mouth, this catchphrase brings to mind little old ladies playing bingo. Whoever thought of this should be forced to hang around with the dorks pictured in the install program.

[z @ Nov 14th 2006 1:17AM]

Agreed!

[Fredito @ Nov 14th 2006 8:57PM]

Hahahahha, this comment made me spit out my camomile tea.

I totally agree. The slogan conjurs images of quint cotillian ball in the turn of the century South.

[Kim Hansen @ Nov 13th 2006 9:22PM]

oooh. I hope they don't try to make it run on a Mac...

[KeyDesignz @ Dec 3rd 2006 9:30AM]

No self respecting Mac user would buy the crap that comes from Redmond anyhow, so I don't think that would be an issue.

[donlphi @ Nov 13th 2006 9:24PM]

I'm actually kind of embarassed for them. Trying a little too hard I think. WELCOME TO THE SOCIAL??? SPREAD THE MUSIC??? FREE YOUR INNER DJ??? Who the hell did they get to pose for that picture, Vanilla Ice? Sooo embarassing.

I feel the same way I would feel if I heard my grandma say something like "SLAMMIN!!" or "BIOTCH".

The back of this thing says, "Hello from Seattle" please... don't include me in the population that says hello.

[Bob Mikki @ Nov 13th 2006 9:24PM]

I happened to get the Zune early, and I installed it ,and it was great. I'm a long time I-pod user and I thought it was seamless, no problems what so ever.

[BobbyW @ Nov 14th 2006 4:41AM]

What made you buy the Zune?

[Horseman @ Nov 14th 2006 9:33AM]

I smell a Microsoft Plant.

[Eddie @ Nov 14th 2006 10:21AM]

Obviously you're not a long time iPod anything or you'd at least know that its never been I-pod. Even Ipod would have been closer.

[KeyDesignz @ Dec 3rd 2006 9:30AM]

You obviously are full of shit, otherwise you would still be using the iPod and screw Microcrap and their terd player.

[Beau Giles @ Nov 13th 2006 9:25PM]

Somehow I think Microsoft took a spam name generator and plugged that into the Zune Tag name generator.

[Greg @ Nov 13th 2006 9:29PM]

This is not what happened during my install.

I will admit i dont have a zune yet but i did get the software online

The install was a snap and never errored once. I had one error trying to register an account about cookies but i just rebooted and it worked fine. I already bought two songs from the Zune Marketplace and they all work flawlessly. Everything works abseloutly fine for me, even connecting to my 360 to stream purchased music, i am defiintelay getting a zune because of this (i am running Windows Xp MCE 2005 also )

[StevO @ Nov 13th 2006 9:29PM]

lol I'm glad everyone hates "WELCOME TO THE SOCIAL"
I was beginning to think I was the only one

In the mean time, my non-tech savvy friend asked me whether he should get a Zune or a shiny new iPod after his last iPod finally died. I had to spend quite a while and provide him with so many reviews to dissuade him from buying a Zune. Otherwise, he might've walked straight into crap like this - and his computer is literally years behind an MCE Edition PC.

Imagine the millions of souls out there who have seen an ad or two for the Zune and assume it will be a worthy alternative to the iPod because of its Microsoft logo.

[rp @ Nov 13th 2006 9:38PM]

"because of the microsoft logo"

actually my friend, microsoft is hiding their logo. i have yet to see "microsoft" in any ad dealing with the zune.

[john @ Nov 13th 2006 9:30PM]

zune marketplace installed fine for me. i got the zune pass and listened to it all day at work with no problems. when i logged in with my hotmail account, it automatically recognized my xbox live account and had all my info ready to go. very nice. good bye rhapsody!

[emiliano @ Nov 13th 2006 9:38PM]

Where are you guys, who don't have a Zune yet, getting the software. I cant find it? A point in the right direction would help. I wanna try it out on my comp to see if it works.

[BTS.WRKNG @ Nov 13th 2006 9:38PM]

THEY JUST HAVE NO TASTE.

[arthur barnhouse @ Nov 13th 2006 9:39PM]

Precious little is WORSE than Sonicstage, that doesn't make it good.

[Keaton @ Nov 13th 2006 9:40PM]

Damn...
Holy shit I hope Vista ain't this bad...

[KeyDesignz @ Dec 3rd 2006 9:30AM]

Well XP already is.

[marjuni @ Oct 24th 2008 12:23AM]

how do i play my zune to my comp

[Javaflash @ Nov 13th 2006 9:41PM]

Mr. C, Redmond did copy iPod/iTune head to toe...

...they just copied an older generation. That's all.