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I had this same problem, I had the MP3 player all packed up and ready to go back to the store, but I decided to try it again. It didn't work, but when I was pulling the CD out of the drive, I noticed that to the left side of the CD it says for more information or UPDATES!, go to www.sandisk.com. So I did, got to the site, went to downloads, and right there it was Sansa Download Updater. Downloaded the updater, and it gave me step by step installation. Now my MP3 player works, and very well.