Troubleshooting for Nokia products

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When you try to download and application or game from the Windows Phone Marketplace or the Windows Phone Store, you may receive an error message. See the "More Information" section to find common error codes and information about how to resolve them.

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Find your error in the list below for information about the error and how to resolve it.

Error code 805ab406

Problem
This error may occur when you try to download an app, but there is incomplete information in your Microsoft account profile.


Solution
To resolve this, sign in to your Microsoft account (https://account.live.com) (formerly known as Windows Live ID), tap or click Edit personal info, make sure that your Birth date and Home Country/region are completed, and then tap or click Save.

Note If you see a message indicating that your password is weak, change it to something stronger. If you are prompted to add additional security information, add it.

Error code c101a006 or "Internal Server Error"

Problem
This error code may occur if there is a temporary service disruption.

This error code may also occur when you try to download an app and there is incomplete information in your Microsoft account profile or that the Terms of Service for Xbox LIVE were not accepted.

Solution
If there may be a service disruption, you can wait a little while and then try again.

If there is incomplete information in your profile, sign in to your Microsoft account (https://account.live.com) (formerly known as Windows Live ID), tap or click Edit personal info, make sure that your Birth date and Home Country/region are completed, and then tap or click Save.

Note If you see a message indicating that your password is weak, change it to something stronger. If you are prompted to add additional security information, add it.

Or, sign in to Xbox LIVE (https://live.xbox.com/account/signin) using your Microsoft account and follow any prompts to accept the Xbox LIVE Terms of Service.

Error code 805a0193

Problem
This error code may occur if there is a temporary service disruption.

This error code may also occur when you try to connect to a Wi-Fi network, but you have an incorrect ISP configuration or invalid network settings.

Solution

If there may be a service disruption, you can wait a little while and then try again.

If you are having a Wi-Fi network problem, try the following:

•	Try connecting to a different Wi-Fi network.
•	Verify that you have a working network or Internet connection. Trying going to http://www.windowsphone.com/store from the phone.

Error code c101a7d1

Problem
This error occurs may occur when an application license is not listed in your purchase history or a service disruption prevents Store from checking your purchase history. 

This error code may also occur when you try to update an app with an invalid content license. 

Solution

Wait a little while and try again. If the problem continues to occur, follow these steps:

1.	Cancel the update. (Press and hold the app or update you want to cancel, then tap Cancel.)
2.	Uninstall the current version of the app.
3.	Download the app again from the Store.

Error code d0000011

Problem
This error is caused when the phone is manually deregistered using the Remove this phone option on www.windowsphone.com (http://www.windowsphone.com) .

Solution

1.	Back up your phone.
2.	Perform a hard reset of the phone.
3.	Complete the phone setup.
4.	Restore the phone.

For more information on how to backup and restore your information, and perform a hard reset of your phone, see the following Microsoft Knowledge Base articles:

•	2606900 (http://support.microsoft.com/kb/2606900/ ) Your Windows Phone 7 doesn’t work or respond as expected
•	2749480 (http://support.microsoft.com/kb/2749480/ ) Your Windows Phone 8 doesn't work or respond as expected

Error code 8000ffff "There is a problem completing your request. Try again later."

Problem
This error may occur when an app has been removed from Store and no longer available to be installed or updated. 

This error may also occur when you try to restore a downloaded or preinstalled app that may not be restorable from the Windows Phone Store. 

Solution
If the app was removed from the store, check periodically to see if application has been republished to Store.

Otherwise, cancel the download (press and hold the download, then tap Cancel), and then download the app again from the Store.

Error code 805a01f7

Problem
This error occurs when there is a temporary service disruption.

Solution
Wait a little while and then try again.

Error code 805a01f4

Problem
This error occurs when there is a temporary service disruption.

Solution
Wait a little while and then try again.

Error code 805a0194

Problem
This error occurs when there is a temporary service disruption.

Solution
Wait a little while and then try again.

Error code D0000011

Problem
This error occurs when the phone was manually removed from windowsphone.com.

Solution
To use the phone with Store, hard reset the phone and compete setup again.

Error code C101abb9

Solution
Wait a little while and try again.

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This article provides troubleshooting steps that might resolve credit card authorization failures that occur when you use Windows Phone 7 Marketplace or Windows Phone 8 Store.

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Common Error Codes

If your payment option can’t be authorized through your bank, or if Microsoft detects suspicious activity and is preventing charges, you may see one of the following error codes: 

•	C101A007
•	C101A225
•	C101A249
•	C101C400
•	C101C401
•	C101C402
•	C101C403
•	C101C407
•	C101C408

To resolve this problem, try the following solutions: 

Solution 1: Check your billing address

Make sure the billing address for your Windows Phone billing account matches the billing address used by your credit card company. To verify the billing address for your Windows Phone account, go to Account settings (https://www.windowsphone.com/en-us/my/account) on windowsphone.com, sign in, and then click Edit payment info.

Note The billing address country of the credit card must match the country or region of the Store.

If your Windows Phone account address matches the billing address used by your credit card company, try the next solution.

Solution 2: Check the card number, expiration date, card security code, and name for the card

Retype the credit card number without any spaces, commas, or other non-numeric characters. Verify that the expiration date, card security code, and name that you entered are correct and match what is shown on the card.

Solution 3: Confirm that you are using an approved payment method

You can use Visa, MasterCard, American Express, and Discover cards in the Windows Phone Store as long as they allow international purchases. Even if your card displays a Visa or MasterCard logo, it is possible that it's not approved by your bank or issuing financial institution to make an international purchase. Pre-paid cards and gift cards (even those with a Visa or MasterCard logo) do not qualify as international cards and are currently not accepted by the Windows Phone Store.

For more information about payment methods supported by the Store, see the Understanding international payment methods and billing activity (http://support.microsoft.com/kb/2681472) article in the Microsoft Knowledge Base.

If your credit card is an approved form of payment, try the next solution.

Solution 4: Contact your bank or financial institution

The Store purchase might have failed for the following reasons: 

•	The credit card has not been activated.
•	The credit card was declined because of insufficient funds.
•	The credit card cannot accept online purchases or automatic billing.
•	The credit card company is intentionally preventing the card from being used.

Contact your credit card company or bank and make sure that the payment option that you’re using was activated, that it has available funds, and that the transaction is not being blocked for some reason.

If your bank or financial institution is not blocking the transaction, try the next solution.

Solution 5: Try your purchase again later

The Store purchase might be blocked for one of the following reasons: 

•	Too many recent declined purchase attempts.
•	The payment option is being used from an invalid location.
•	The payment option that you provided may have a violation for non-payment that’s preventing it from being used for new purchases.

Wait and try the transaction again in 24 to 48 hours. When lots of purchase failures occur, it can prevent transactions from being processed until no purchase attempts have been made for a while (usually 24 to 48 hours).

If the problem still occurs after you’ve waited 48 hours, try the next solution.

Solution 6: Remove your card and try again

If these steps don’t fix your problem, you may want to try a different credit card. You can add a new credit card on your phone. Or, go to Account settings (https://www.windowsphone.com/en-us/my/account) on windowsphone.com, sign in, and then click Edit payment info. From the "Edit payment info" page, choose New payment method.

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When you first connect your Windows Phone 8 to a Windows 8 PC, there's an automatic process that downloads the Windows Phone app from the Windows Store.

However, sometimes the download process between your phone and computer isn't completed.

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Typically, this problem occurs when you haven't signed in to your PC with your Microsoft account email and password (formerly known as Windows Live ID). You have to be signed in to your account for the Windows Store to process this Windows Phone app download order.

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Sign in to your computer by using your Microsoft account email and password. Now you can complete the installation process between your PC and your Windows Phone.

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After a credit card is added to Marketplace or Store on your Windows Phone 7 or Windows Phone 8, you don’t see the new credit card listed as an available payment method when you try to use it for music purchases.

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This can occur if:

•	More than one Xbox LIVE account is associated with the primary Microsoft account (formerly Windows Live ID) used on the phone.
•	When you added the credit card, you signed in with a different Microsoft account than the one that you used during the setup of Microsoft account services (formerly Live Services) on the phone (through the Startup Wizard).

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You will have to add the credit card to your account through your computer. There are two ways you can do this:

1. Add credit card at Xbox.com:

a.	On a computer, go toXbox My Account,and sign in with your Microsoft account (formerly Windows Live ID).
b.	From the My Account page, click ManagePayment Options.
c.	From the Manage Payment Options page, click the Add a new Credit Card button to add a new card to your account.
d.	Enter your information, and then click Save.

The credit card that you added on your Xbox account should now be available to use on your phone.

NoteIf you want to change the payment option for an Xbox LIVE membership, go to:

Change payment for an Xbox LIVE membership

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2. Add credit card using the Zune software:

a.	Open the Zune software on your computer and sign in.
b.	Click Settings, located in the upper-right corner of the screen.
c.	Click Account, located in the upper-left corner of the screen.
d.	Click My account, located in the Personal info list. You may be asked to enter your Microsoft account (formerly Windows Live ID).
e.	From the My account page, click Add/manage credit card. You will be redirected to a Manage Payment Options page on live.xbox.com.
f.	From the Manage Payment Options page, click Add new credit card, enter your credit card information, and then click the Save button to save your changes.

The credit card that you added to your account on the Zune software should now be available to use on your phone.

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The first Microsoft account (formerly Windows Live ID) that you used to sign in to Windows Phone 7 or Windows Phone 8 is the Microsoft account that will be used for all your Microsoft services, such as Xbox LIVE, Marketplace, Store, Zune, and other services. This account is also the first Microsoft account listed in your accounts list on your phone.

To view your list of accounts in Windows Phone:

1.	On Start, flick left to the App list, tap Settings, and then tap Email+accounts.
2.	In the list of accounts look for the first account named either "Windows Live" (how it's named on Windows Phone 7) or "Microsoft account" (Windows Phone 8).

Tip If you renamed your first Microsoft account to something other than the default name of “Windows Live” or "Microsoft account", look for the first account with the Windows logo next to it.

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To learn more, see the article, Find the Microsoft account I use to create my gamertag on the Windows Phone 7 and Windows Phone 8 How-to website.

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