Why do I get the error "A problem has occurred in obtaining the device's certificate" when I try to transfer music from Rhapsody 4 to my device?

This error can occur for a number of reasons. Formatting your device (and your SD card, if your device uses one) will resolve the issue most of the time.

If formatting doesn't solve the problem, or if you'd prefer to try less drastic solutions first, try the other solutions listed below. You don't have to do all of them! Try one, then try your transfer again, until the problem is solved.

1. Correct the date and time setting on your computer and device.
2. Ensure your device is supported.
3. Try a different USB port.
4. Ensure you have updated device firmware.
5. Turn the device off, then restart it.
6. Update Windows Media Player.
7. Format the device (and SD card, if applicable).

Solution 1: Correct the date and time setting on your computer and device.

Make sure the date and time settings on both your computer and device are correct. Contact your computer or device technical support for assistance.

Solution 2: Ensure your device is supported.

Make sure your device is compatible with Rhapsody.

Solution 3: Use a different USB port.

Try plugging your device into a different USB port. Once it is detected, attempt your transfer again.

Solution 4: Ensure you have updated device firmware.

Make sure your device has the latest firmware installed (firmware is essentially the operating system for your device, similar to XP or Vista for a computer). Please contact your device technical support for assistance.

Solution 5: Turn the device off, then restart it.

This is also called power cycling your device:

1. Eject the device using the Eject button in Rhapsody or the Microsoft utility called Unplug or Eject Hardware or Safely Remove Hardware.
2. Close Rhapsody.
3. Disconnect the device's USB cable from the computer. Some devices will display a message stating "Do not disconnect" or similar message. If you see any such message on the device, wait until it says it is OK to disconnect before removing the USB cable from the computer.
4. Using the device's power button, turn the device off.
5. Using the device's power button, turn the device back on.
6. Open Rhapsody.
7. Reconnect the device's USB cable to the computer.
8. Try your transfer again.

Solution 6: Update Windows Media Player.

Visit http://www.microsoft.com/mediaplayer/ and install the latest version of Windows Media Player for your operating system. Be sure to run the player at least once after installing it.

Solution 7: Format the device (and SD card, if applicable).

In most cases, this error is caused by a problem with the device. Format your device by following the device manufacturer's suggested method.

Note: There's often more than one way to format a device. The methods will differ from device to device, and each method produces different results. To resolve the device certificate error, you MUST use the device manufacturer's suggested method to format the device in a way that will delete the Windows DRM license storage. Other methods of formatting may not resolve this particular error.

Have a Sansa Clip? Click here.

Note: If you are transferring tracks to an SD card, it may be necessary to format the SD card as well. Please be sure to back up the data on the card before formatting it.

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