Troubleshooting for Nokia products

In case of audio issues, check the following:

• Check that you are using a compatible headset, e.g. the headset included in the product package.
• Check that the headset is properly plugged in your phone. Be sure to press the headset to the bottom of the connector.
• Check that you are speaking to the microphone. If your headset does not include a microphone, you need to use the phone microphone. Keep the phone microphone close to you when speaking if there is no microphone in your headset.
• Check that you have not muted your outgoing audio. E.g. on the touch screen devices, check that the Mute / Unmute toggle switch on the screen is in proper state (showing Mute command when outgoing audio is enabled). If you have by mistake muted the outgoing audio, tap the Unmute toggle switch to enable your voice to be transmitted.

First, it is normal for the Nokia phone display to go blank during an update.

However, it may be that the PC update application Nokia Suite has lost contact with your Nokia phone and the phone display is suspended.

Do the following:

1. Disconnect the Nokia device from the USB cable and remove the phone's battery for 5 seconds. For phones with a non-removable battery (like N8-00 and E7-00), press the power button for 8 seconds until you feel it start to vibrate and wait for the phone to start up again (and skip the next step).
2. Re-insert the battery then press and hold the phone power button for 1 second.
3. Re-connect the Nokia phone to the USB cable and wait for 10 seconds.
4. Try Nokia Suite again

If there is still no response,   take your Nokia device to your nearest Nokia Care point. If the device is within its warranty period, Nokia will repair the device under the usual warranty terms and conditions.

Note: If the Nokia device is not within its warranty period, Nokia is not liable for any loss as defined within the End-User Software Agreement.

You need to have the Nokia Suite application installed on your PC.

To download and install Nokia Suite, visit your local Nokia website www.nokia.com/nokiasuite.

Once you have Nokia Suite installed on your computer, please do the following:

1. Start Nokia Suite.
2. Connect your phone to computer via USB cable or select Tools > Add new phone > Use bluetooth instead
3. Follow the on-screen instructions.

For more detailed information please watch the tutorial video from Nokia Care.

From 2013, the new Nokia Asha/S40 phones do not support Nokia Suite or PC suite. Instead, they use the Nokia Connectivity Cable Driver.

The blinking closed envelope icon indicates the SIM card message memory is full.

Select Menu > Messaging > Options > (View folders > Options) > SIM messages and delete one or more SMS messages.

Note 1: Class 2 messages (for example, service messages from operators) are stored in the SIM card message memory. Once the SIM card message memory is full, Class 2 messages can't be received. 

Note 2: You have used a Nokia S40 product before. In S40 products the SIM card message memory is filled before the device message memory. If you insert a SIM card with full message memory to another device, a blinking message icon appears on the display of your Nokia device.

Note 3: Other reason could be that there is not enough free memory available on the device to store the new message. To release a space go to Messaging > Inbox and remove unnecessary messages

Charging times differ between charging models. USB charging is limited by the maximum current output of the USB device, and may take longer than charging with conventional chargers.

Note: all batteries including high-quality batteries like Nokia's will eventually lose power retention capacity. If it is time to replace your battery with a new one, be sure to purchase an original Nokia battery from an authorized Nokia dealer.

Try the following troubleshooting tips:

• Ensure that your phone is on and that there is sufficient signal strength.
  • Signal strength is indicated by the signal indicators at the left side of the phone's display. These indicators move up as the strength of the signal increases and down as the signal decreases.
  • To increase your phone's signal strength, try moving your phone slightly, or move towards a window if you're calling from inside a building. 
• If the phone's profile is set to Silent, Flight, Offline, or any other profile where ringing is silenced, it will not ring. Change the profile to General or Normal as instructed in the user guide. Check also the settings of your active profile, especially Ringing tone, Ringing type and Ringing volume. You may also try another Ringing tone, for example built-in Nokia tune, to rule out possible corruption of a transferred ringing tone.
• Make sure that call divert is not activated.
• Check if the headset is attached to your phone. For some phone models, the ring does not come through the speaker, only through the headset.
• Make sure your device is running the latest software. For downloads and assistance, go to your local Nokia website's support page.

Here are the steps to take in this scenario:

1. Disconnect and reconnect the charger.
2. If you still receive the message, check that you are using a Nokia charger compatible with your phone model. You can find compatibility information in your user guide and at your local Nokia website's support page.

These simple steps can help in a majority of cases.

Restart your phone

For phones with removable battery:
1. Switch your phone off
2. Remove the battery.
3. After a few seconds, put the battery in and switch your phone on.

For phones with non-removable battery:
1. Press and hold the power button until the phone vibrates and switches off.
2. Switch your phone on again.

Reset the settings

Restore the original factory settings as instructed in your phone's user guide.

Update the software

Make sure your phone is running the latest software. For downloads and assistance, go to your local Nokia website's support page.

• Fully charge the battery of your phone.
• Restart your phone.
  • For phones with removable battery do the following:
    1. Switch your phone off
    2. Remove the battery.
    3. After a few seconds, put the battery in and switch your phone on.
  • For phones with non-removable battery do the following:
    1. Press and hold the power button until the phone switches off.
    2. Switch your phone on again 
• Check that you are using a Nokia battery and charger compatible with your phone model. You can find compatibility information in your user guide.
• If you have access to another battery and charger of the same type as yours, try substituting them to determine if the issue is with the phone, the battery, or the charger.
• Make sure your device is running the latest software. For downloads and assistance, go to your local Nokia website's support pages.

If you are unable to test your phone or it still keeps switching off, please bring it to the nearest Nokia Care point for inspection.

1. Restore the original factory settings on your Nokia phone. For information on how to do this, see your Nokia phone's user guide (your personal data is not deleted in the reset). Retry.
2. Contact your network operator to check that Internet browsing (data connection) is included in your service contract (SIM card). Also verify that roaming is supported when you are not within your home network.
3. Make sure your Nokia phone is running the latest software. For downloads and assistance, go to ýour local Nokia website's support page.