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First of all, I hope you mad a backup of it's content, becouse there is no other way, it need to be fomated from it's service menu.
1. Make sure bthat your Zen is turned off and has a full battery. 2. Press and hold the Play/Pause button and Back/Options button simultaneously. 3.The Recovery Mode screen appears when the player, and three menu items are shown: Clean Up, Format and Reboot. 4.Format your ZEN and then do a clean up. 5. When done reboot. 6. Hook it up to your computer an reflash to the latest firmware, you can download the tool here to flash your firmware: http://ccfiles.creative.com/ManualDn/Applications/PDE/10398/0x8CCCF7FC/CT-RT_PCAPP_2_00_05.exe
The same thing happened too me about six months ago after about a year and a half of using my zen with min. problems. It would freeze on 'Rebuilding..' and then there was an endless cycle of reset but eventually it would Rebuild completely and all my music and information was fine. It seemed to be playing fine but if it froze I had to start the reset game all over again. Then the real problems started. There are a few load screens before you make it to the Rebuild and it started to freeze on that instead after awhile. I was actually revealed when I froze on 'rebuilding..' and made it that far. If you can get it into recover mode and reboot it seems to have less problems freezing but that doesn't even work for me anymore. Then occasionally when it freezes it starts to vibrate terribly and make a horrible sound. Then it stops and flashes hard disk problems. This all happened slowly too me. It really wasn't worth the time I put into it trying to fix it. My advice is to work on getting a new MP3 player. If you can get it past the 'rebuilding..' your going to have to play the reset game every time it freeze and it will probably freeze more often.
One of the Knowledgebase Solutions for "freezing" gives this answer:
Solution ID: 64087 Solution ID # 64087 --> -->
Player is Freezing Keywords / Key Phrases: freeze, freezes, freezing, hang, hanging, freezes at creative logo, at docked screen, rebuilding library screen, playing audio files, switching to other functions or menus while shutting down, freezes at recovery mode, freezing at music playing now screen
Gently push the end of a thin object (such as a pin or straightened paperclip) into the Reset hole. The reset button for your player is located at the bottom of the player, to the left of the sync adapter port.
Refer to the article below to access the recovery mode and perform a Clean Up.
Clean Up scans a player\'s hard disk/memory card and removes any invalid links from the music library. It does not affect the working music files at all. It is recommended that you perform "Clean Up" first before formatting or reloading the player\'s firmware.
It is advisable for you to clean up your player regularly if you are frequently transferring files from you computer to your player or vice versa.
try sliding down the power button while holding down play and resetting the zen while the player is off, this should bring you to the zen format screen thing, select "clean up" if this doesn't work try selecting the other options from the zen format screen thing.
This should help you right here: Detach the player from the PC and turn the unit off. Then slide the power switch towards the power icon and hold the switch. Push the end of a pin-like object (for example, a straightened paper clip) into the reset hole, press gently and remove. Release the power button when the recovery mode appears. Select format (all) and select yes to format the player. After the player has finished formatting, select reboot. Then retransfer the tracks to the player as doing the format will erase the whole player.
Hi - I know this response is way late to help you, but I was having the same problem. I could turn the zen on fine, but as soon as I tried to play music it would freeze and I couldn't turn it off. Using the reset button didn't help any since it would still freeze if I tried to play anything.
But I found reformatting the entire zen totally fixed it.
-directions- Connect your zen to your computer, go to windows explorer, click computer on the side bar, and your zen should be under "portable devices". Click on it. You should now be viewing the "storage media". Right click and select "Format...". This completely resets the zen, clearing any preferences or media you put on it and the freezing problem.
It was annoying putting all the pictures, videos, and itunes back onto my zen, but at least it works now. Since I've reformatted it, I have had no problems.
Hopefully this helps others who experience this problem. --Lillian