not working with subscription music

My son had a 2gb clip…he had no problems so when we upgraded, we got a 4gb clip.  We can not get this to work with Napster or Rhapsody.  I have updated firmware, reset it, reformatted it, etc.  I have read through the forums (granted, not for hours and hours but did look through and do a search).  I might be overlooking something.  The error message I am getting says something about the clock.  Rhapsody says “a problem has occurred in obtaining a secure clock from the server”.  Napster says “Unable to read clock on your device.  This could be due to  a problem with the device, a bad battery, or usb connection”. 

Any ideas or should we just return this clip?

Thanks. :neutral_face:

Two issues for subscription music are MTP mode (which allows secure wma via the unique device ID (UID)) and the secure clock.

Rhapsody has a function to reset this clock manually.

If you go to Settings > USB mode > MTP, then plug in the Clip, it should show up in the Rhapsody client screen under sources.

MTP mode is part of Windows Media Player 10 and 11, so you must have this installed on your computer for subscription compatibility too.

There are two ways to reset the secure clock.  The first is the nuclear option : on the device, go to Settings > Format > Yes.  This will erase all data from the device, so if you have music you want to keep, be sure to have backup copies to reload!

Then, after you plug in, log in to Rhapsody and select Authorize after clicking on the Sansa.  This will start everything fresh.   You should be able to drag and drop Rhapsody To Go tracks from the Music Guide.

If the clock needs to be manually reset, in Rhapsody: hold the [Shift] + [Ctrl] keys down, and right click on the Sansa.  This is the “secret handshake”.  Select Reset Secure Clock.

If this still does not work, contact Support at 1-866-SanDisk, and they can walk you through a few test steps.  If necessary, they can arrange for a replacement device under the one-year warranty.  You’ll find that the staff are most helpful.

Bob  :smileyvery-happy:

Message Edited by neutron_bob on 06-16-2009 12:02 AM

Cause and Solution to Secure Clock Error 

First thing you need to do is open up your task manager by clicking control alt delete. 

Select the tab “processes.”  In the process tab you will see a list of programs that are currently running, if you locate a file called csrss.exe it could be a trojan virus that is blocking your subscription music from communicating with your computer properly.  It also effects a lot other things including hardware, personal information, security, etc.  but for this post we will keep it specificly on the secure clock error.  This csrss.exe trojan/virus causes your computer’s internal system to not function correctly including the secure clock.   

NOW WAIT! There are two different csrss.exe files, a good one and a bad/trojan one.  All windows computers have a csrss.exe file on them and this “good” csrss.exe file is need in order for your computer to run propertly so don’t do anything with it until you determine if you have the “good” one or the “bad” one. 

You must first determine whether the csrss.exe file that is running on your computer is the “good” one that ships with the computer (inside your systems32 folder) or whether you have the trojan/virus csrss.exe file infecting your computer and secure clock. 

Since the systems32 program and the Trojan/virus are both name csrss.exe you must run a quick test to see if you have the bad one or the good one or both.

First locate all fo the csrss.exe files inside your “processes” tab inside task manager (you may have more then one).  The way to tell if you have the trojan or “bad” csrss.exe is by right clicking on it and selecting “end task.”  If you have the “good” one then you should get a windows pop up message.  If you you get the windows pop up message, do NOT “end” the task, just ex out or cancel out of it.  You do not want to end the “good” csrss.exe file because it is needed in order for your computer to work properly.  If you “end task” on the good csrss.exe file then your computer will instantly crash (since it is needed to run). 

If when you right click on the csrss.exe file and select “end task” you do NOT get a windows pop up then you may very likely have the csrss.exe trojan virus.  In addition to the right click test you may want to simply look at where this file is located.  If it is in your systems folder it is the good one, if it is anywhere else it is propably the bad one. 

The trojan/virsu version of this csrss.exe file interferes with many of the communication hardware,drivers, software, security, etc., including rhapsody and will prompt this secure clock error message. 

The only way to remove this csrss.exe trojan is to perform a system recovery on your computer returning your computer back to the original manufacturers settings.  There is no way to clean, delete or remove this file trojan, you must perform a complete clean of your system by doing a system recover.

If you cannont determine whether your csrss.exe file are good one or bad ones simply back up your files and software and do a system recovery anyway, your rhapsody and mp3 player will then work fine.

Remember to back up all of your files then perform then system recovery (which will erase everything off of your comp including software) 

Once you perform the system recovery and re-install your softwares, your rhapsody and mp3 will work fine.