You need to put the device into "recovery mode" before you run the tool.
- Turn the device off (hold power for 20 seconds) - Slide the hold switch into "hold" position. - Press and hold the "record" button while connecting it to your computer. Keep holding the "record" button until you see the "new hardware found" on your computer.
Then run the recovery tool. Select format when prompted.
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Besides the Media Converter, you will need other software which is available for download on the Sansa website - the media converter is just one part of the total package.
If that still fails, Try this: disconnect the player from the computer, turn it off,hold in the volume + button, and reconnect the player to the computer while holding the volume + button in. Keep holding the volume + button for an additional 5-50 seconds. Windows should eventually go into recovery mode and revive the player- it will pop up a window that says Found New Hardware Wizard.
I would recommend you to update the firmware on the device..the reason the device is frozen is because the firmware is corrupted..follow the link below to get the firwmare upgrade..
**Please rate accordingly.. http://www.sandisk.com/Retail/Default.aspx?CatID=1376
I have the same problem but sometime is the left channel & sometime the right channel. I tested multiple headphones and it's alway the same problem.
FYI the problem begin after a firmware update. With the original firmware the problem never append. It start with the firmware ver. 01.02.15E.
Today I have downloaded the new firmware version (01.02.18E). I hope it fix this annoying bug.