Zen V Plus Frozen Menu

[lsur04]

When I turn on my new Zen V Plus, the main menu appears but I cannot scroll down it - it remains stuck on the 'Music Library' item. It will go to the 'Music Library' sub-menu if I press the centre button but then will not scroll down that either.

I have managed to get it into recovery mode (hold the return button when turning on) and a couple of grey background menus but in none of these can I select any item other than what the menu opens on.

Has anyone else had this problem and maybe knows a solution? I see that these things hang often enough, but not being able to scroll doesn't seem to be part of those problems.

I have tried reset (with the paperclip) and also the firmware update but no success.

[CrowdAds]

[ZenChick]

I would take it back and get a replacement. It would appear to be a hardware defect with the joystick.

[BobbyRS]

Yeah, I believe the joystick is mounted to the mainboard, so even if it wasn't under warranty, it could be a much larger hardware issue than one may suspect to even try and repair themselves. I would take ZenChick's advice here and return it if it has recently been purchased or send it to Creative for repair if still under warranty.

Returning your Zen to Creative for warranty service.
Creative Warranty Returns FAQ.

If it isn't under warranty and you don't mind opening it up to take a look yourself, feel free to try. Here are a couple of videos of the disassembly here and here that should help. Just remember, since the joystick is attached to the mainboard, it may be that a new mainboard would be needed if the joystick can't be replaced. You can try taking the lower part of the case off to take a look and see if there any visual indications of the joystick being bad/loose. Good luck!

[lsur04]

Thanks for your replies

I have emailed creative but will likely send it back in a couple of days (and try a replacement.) I actually got two - they are both the same

(btw, on offer at £18-99 via amazon)

[lsur04]

Well, that was quick! I emailed yesterday and here's the reply, next morning:

With regard to your enquiry, it seem that your Zen V Plus player has
hardware issue and may need to sent for service.

Since you have just purchase the player less than 30 days from the date
of purchase, I would strongly advise you to bring the player back to
place of purchase to repair/replacement/refund as soon as possible
before you first 30 days of purchase is over.

If you have any other questions or clarifications in this regard, please
do feel free to mail me.

Please retain all the previous correspondence when replying to this
email.
Best Regards
Chin
Creative Customer Support Services
Creative Labs Europe

So, where did I put that envelope....?

[BobbyRS]

So you bought two off of Amazon and they both have the same problem?

Within 30 days... yeah, it would be best to send them back to where you purchased them. Amazon is usually really good and quick about returned items.

[lsur04]

As far as I can make out, exactly the same problem with both. I think perhaps a dodgy batch. I'll see if the replacements are any better - they are nice gadgets so I do want it to work

[BobbyRS]

I think perhaps a dodgy batch.

Perhaps.

I'll see if the replacements are any better - they are nice gadgets so I do want it to work

Good luck and be sure to lets us know how it turns out. Enjoy!