Troubleshooting for Nokia products

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You received a message on your Windows Phone 7 regarding an update:

An update is available. Updates can make your phone work better and add new features. They can make your phone more secure, too. To learn more and install this update, connect your phone to your computer. This message indicates that a newer version of the software for your Windows Phone 7 is available. More information about this update can be found on this Windows Phone 7 Help and how-to webpage: Phone updates FAQ. If you have problems installing the updates, see the links below.

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First make sure that your phone is ready to install the update. To learn more about this, visit Windows Phone 7 update central. (http://www.windowsphone.com/en-US/How-to/wp7/update-central)

Once your phone is ready, find your error code below and follow the steps given:

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80070013 or 8007000F

Recently, a small number of HTC users have experienced software installation issues via the Zune software, which was caused by an earlier hardware firmware version. To address this, an updated firmware patch is available on the HTC website (http://www.htc.com/www/support/news.aspx?p_id=415&p_name=htc-titan) to ensure future installations will not be affected for any users who encounter the issue. User data will not be affected.

Select the HTC web site closest to your location. Download the hotfix and follow the on-screen instructions to resolve the issue.

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800704C7

The update process was cancelled.

If you did not intentionally cancel the update process, then make sure that you are using the USB cable which was included with your phone. Reconnect your phone to another USB port on your computer. Do not use a USB hub or ports on the front of your computer.

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800704DD

Current user is not a member of local Administrators.

The check for updates failed before the update was successfully downloaded, possibly because you were not logged in as a local administrator.

Temporarily change your account type to administrator on your computer.

When attempting the phone update process, the best user account to use is the one you use every day, however, your account may need to be an administrator account in order to successfully update your phone.

If you are not sure whether the account that you have on the computer is an administrator account, you can check the account type in User Accounts.

•

How do I check the type of account I have? After you log on to your computer, Click the Start button , click Control Panel, click User Accounts, and then click Manage User Accounts. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. The steps that you should follow will vary, depending on whether your computer is a member of a domain or a workgroup: • If your computer is a member of a domain, your user name is highlighted and your account type is shown in the Group column. Currently logged-on domain user. • If your computer is in a workgroup, your account type is displayed below your user name. Currently logged-on workgroup user. If your account type is Administrator, then you are currently logged on as an administrator. If your account type is NOT Administrator, then you may need to change your account type to an administrator unless you know the username and password for another account on the computer that is an administrator. You can also ask an administrator to change your account type to an administrator. For Windows Vista or Windows XP, see the following articles: • User accounts: frequently asked questions (http://windows.microsoft.com/en-US/windows-vista/User-accounts-frequently-asked-questions) (Windows Vista) • Types of user accounts (http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/ua_c_account_types.mspx?mfr=true) (Windows XP)

•

How do I change my account type to an administrator? If your account type is NOT Administrator, then you cannot change your account type to an administrator unless you know the username and password for another account on the computer that is an administrator. If you are not an administrator, you can ask an administrator to change your account type to an administrator. The steps that you should follow will vary, depending on whether your computer is a member of a domain or a workgroup. Your computer is a member of a domain 1. Open User Accounts by clicking Start , Control Panel, User Accounts, and then Manage User Accounts. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. 2. On the Users tab, under Users for this computer, click the user account name, and then click Properties. 3. On the Group Membership tab, click the group you want the account to be in, click OK, and then click OK again. Your computer is in a workgroup 1. Open User Accounts by clicking Start , Control Panel, User Accounts and Family Safety, User Accounts, and then Manage another account. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. 2. Click the account you want to change, and then click Change the account type. 3. Select the account type you want, and then click Change Account Type.

Once you've logged in as an administrator, try updating your phone again.

For information on changing a user account type in Windows Vista or Windows XP, see the following articles:

•	Change a user's account type (http://windows.microsoft.com/en-US/windows-vista/Change-a-users-account-type) (Windows Vista)
•	To change a user's account type (http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/ua_change_account_type.mspx?mfr=true) (Windows XP)

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800705B4

Your phone can’t finish the update because it timed out.

If you’re encountering error 800705B4 (“The timer ran out on what we were trying to do”) when updating your phone, the following set of steps may resolve the problem.

Delete history for Internet Explorer Mobile, Maps, and Search, and try the update again

Disconnect your phone from your computer before you start.

a.	Delete cookies, history, and saved passwords for Internet Explorer Mobile. 1. On Start, flick left to the App list, and then tap Settings . 2. Flick to Applications, then tap Internet Explorer. 3. Tap Delete history to erase browser history, saved cookies and passwords, and temporary Internet files from your phone.
b.	Delete previous map searches, pins, and image data from your phone. 1. On Start, flick left to the App list, and then tap Settings . 2. Flick to Applications, then tap Maps. 3. Tap Delete history to erase map search history, pins, and image data from your phone.
c.	Delete previously-typed search terms from your phone. 1. On Start, flick left to the App list, and then tap Settings . 2. Flick to Applications, then tap Search. 3. Tap Delete history to erase previously typed search terms from your phone.

Reconnect your phone using the USB cable that was included with the phone to try the update again.

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80072EFF, 80072EE2, 80072FA8, 801811A5, 801881CC, or 80072EE7

To resolve this problem, try the following steps.

1.	Restart your phone and check your USB cable: a. Restart your Windows Phone. Press and hold the Power button until you see Slide down to power off, then flick down. After it’s off, press to turn on your phone again. If this doesn't work try one of these: Press and hold the Power button for 10 seconds. After it’s off, press to turn on your phone again. Or, Remove and reinsert the battery located under your phone’s back panel. Press to turn on your phone again. b. Make sure that you are using the USB cable which was included with your phone. c. Try to reconnect your phone to another USB port on your computer. Do not use a USB hub or ports on the front of your computer.
2.	Check your internet connection: a. Make sure that your computer is connected to the Internet and try again. b. If your computer is behind a firewall or on a corporate network, the Zune software requires certain ports and URLs to be accessible in order to perform tasks such as Windows Phone 7 Update. For more information, see the following Microsoft Knowledge Base article: 2605818 (http://support.microsoft.com/kb/2605818/ ) Enterprise support requirements for Windows Phone Update and Windows Phone Developer Registration
3.	Restart your computer.
4.	If your computer is connected to the Internet but you are still unable to update the software, make sure that the "System Event Notification Service" is running: a. Open the Services console window: • If you're running Windows 7 or Windows Vista: Click Start, type services.msc in the Start search box, and then press Enter. If you are prompted for an administrator password or for confirmation, enter the password or click Continue. • If you're running Windows XP: Click Start, and then click Run. In the Open box, type services.msc, and then press Enter. If you are prompted for an administrator password or for confirmation, enter the password or click Continue. b. Under Name, locate "System Event Notification Service," and then verify that the Status is set to Started. c. If the Status is blank or the Startup type is set to Disabled, right-click System Event Notification Service, and then click Properties. On the Startup type menu, select Automatic or Automatic (Delayed Start), click Apply, click Start, and then click OK. d. If the Status was already Started, restart the service. To do this, right-click System Event Notification Service, and then click Restart.

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80072F05 or 801881E4

Can't communicate with the update service.

Make sure that your phone has the correct date and time. To set the date and time on your phone:

1.	On Start, flick left to the App list, and tap Settings.
2.	Tap Date+time and slide Set automatically to Off.
3.	Check that your Time zone, Time, and Date are accurate and correct where it is required.

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80181103

Can't rename the update folder.

A problem was encountered trying to create or rename folders on your computer as part of the Windows Phone update process. There are 2 possible solutions:

Solution 1: Temporarily change your account type to administrator on your computer. When attempting the phone update process, the best user account to use is the one you use every day, however, your account may need to be an administrator account in order to successfully update your phone.

If you are not sure whether the account that you have on the computer is an administrator account, you can check the account type in User Accounts.

•

How do I check the type of account I have? After you log on to your computer, Click the Start button , click Control Panel, click User Accounts, and then click Manage User Accounts. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. The steps that you should follow will vary, depending on whether your computer is a member of a domain or a workgroup: • If your computer is a member of a domain, your user name is highlighted and your account type is shown in the Group column. Currently logged-on domain user. • If your computer is in a workgroup, your account type is displayed below your user name. Currently logged-on workgroup user. If your account type is Administrator, then you are currently logged on as an administrator. If your account type is NOT Administrator, then you may need to change your account type to an administrator unless you know the username and password for another account on the computer that is an administrator. You can also ask an administrator to change your account type to an administrator. For Windows Vista or Windows XP, see the following articles: • User accounts: frequently asked questions (http://windows.microsoft.com/en-US/windows-vista/User-accounts-frequently-asked-questions) (Windows Vista) • Types of user accounts (http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/ua_c_account_types.mspx?mfr=true) (Windows XP)

•

How do I change my account type to an administrator? If your account type is NOT Administrator, then you cannot change your account type to an administrator unless you know the username and password for another account on the computer that is an administrator. If you are not an administrator, you can ask an administrator to change your account type to an administrator. The steps that you should follow will vary, depending on whether your computer is a member of a domain or a workgroup. Your computer is a member of a domain 1. Open User Accounts by clicking Start , Control Panel, User Accounts, and then Manage User Accounts. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. 2. On the Users tab, under Users for this computer, click the user account name, and then click Properties. 3. On the Group Membership tab, click the group you want the account to be in, click OK, and then click OK again. Your computer is in a workgroup 1. Open User Accounts by clicking Start , Control Panel, User Accounts and Family Safety, User Accounts, and then Manage another account. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. 2. Click the account you want to change, and then click Change the account type. 3. Select the account type you want, and then click Change Account Type.

Once you've logged in as an administrator, try updating your phone again.

For information on changing a user account type in Windows Vista or Windows XP, see the following articles:

•	Change a user's account type (http://windows.microsoft.com/en-US/windows-vista/Change-a-users-account-type) (Windows Vista)
•	To change a user's account type (http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/ua_change_account_type.mspx?mfr=true) (Windows XP)

Solution 2: Reinstall the Zune software on your computer.
If your account is already an administrator account, or if you are unable to change your account type to an administrator, try removing and reinstalling the Zune software and then try the phone update process again.

929358 (http://support.microsoft.com/kb/929358/ ) - How to remove and then reinstall the Zune software

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801811A3, 801811A8, or 8018119C

Problem encountered with the Background Intelligent Transfer Service (BITS).


Try enabling and restarting the BITS service and clear the BITS job queue.

Fix it for me

You may be able to resolve this problem automatically. Click the Fix this problem link. Then, click Run in the File Download dialog box and follow the steps in this wizard.

For Windows 8:

Fix this problem (http://go.microsoft.com/?linkid=9825187)
Microsoft Fix it 20057

For Windows 7, Vista, and XP:

Fix this problem (http://go.microsoft.com/?linkid=9758089)
Microsoft Fix it 50581


Notes

•	This wizard may be in English only; however, the automatic fix also works for other language versions of Windows.
•	If you are not on the computer that has the problem, you can save the automatic fix to a flash drive or to a CD so that you can run it on the computer which has the problem.

You can also try to fix it yourself following these steps:

1.	Open the Services console window: • If you're running Windows 7 or Windows Vista: Click Start, type services.msc in the Start Search box, and then press Enter. If you are prompted for an administrator password or for confirmation, enter the password or click Continue. • If you're running Windows XP: Click Start, and then click Run. In the Open box, type services.msc, and then press Enter. If you are prompted for an administrator password or for confirmation, enter the password or click Continue.
2.	Under Name, locate Background Intelligent Transfer Service, and then verify that the Status is set to Started.
3.	If the Status is blank or the Startup type is set to Disabled, right-click Background Intelligent Transfer Service, and then click Properties. On the Startup type menu, select Automatic or Automatic (Delayed Start), click Apply, click Start, and then click OK.
4.	If the Status was already Started, restart the service. To do this, right-click Background Intelligent Transfer Service, and then click Restart.
5.	If you're running Windows 7 or Windows Vista: Click Start, type cmd in the Start Search box, and then press Enter. If you are prompted for an administrator password or for confirmation, enter the password or click Continue. Type bitsadmin /reset and press Enter. If you're running Windows XP, you may first have to install bitsadmin from the Windows XP Service Pack 2 Support Tools (http://www.microsoft.com/downloads/details.aspx?familyid=49ae8576-9bb9-4126-9761-ba8011fabf38) package.

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80181196

Your phone's battery is too low to continue with the update. Charge it, and then try again later.

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80181197

Not enough space on your hard disk.

There isn't enough available space on your computer's hard disk. Remove any nonessential programs, documents, or media files and try again. You can also free up some disk space by running the Disk Cleanup wizard.

To run Disk Cleanup:

1.	Click Start.
2.	Click All Programs.
3.	Click Accessories.
4.	Click System Tools.
5.	Click Disk Cleanup.

With the latest version of the Zune software, you can choose not to back up your phone's existing software and settings. This option appears in the Zune software when it detects that your computer doesn't have enough free space. Keep in mind that if you choose to skip the backup and the update doesn't complete successfully, you might not be able to restore your phone's software and settings to their previous states.

For more information, see the Windows Phone Help and how-to page Make room on my computer for phone updates (http://www.windowsphone.com/en-us/how-to/wp7/basics/make-room-on-your-computer-for-phone-updates) .

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80181198, 801881CD, 8018000E, or 80180033

Not enough free space.

Your phone can't finish updating because it doesn't have sufficient free space. Temporarily delete some things from your phone (such as apps and media). Then reconnect and try again.



To remove media from the phone:

1.	Start the Zune Music + Video software on your computer.
2.	Click Phone and then select music, videos, pictures, or podcasts as appropriate.
3.	Right-click the files that you want to delete. Then, click Delete from .

To remove an app, locate where the app is installed on your phone. Tap and hold the app icon, then tap uninstall.

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801812C1

For Samsung Omnia 7 owners, try the steps described in the following KB:


For all other Windows Phones, a driver on your computer must be updated to resolve the issue.
A Windows Phone driver needed by the update was not installed on your computer in time. Try the update again. If you continue to receive this error, ensure that the Windows Phone driver is properly installed:

1.	Unplug the USB cable from the phone.
2.	Press and hold the Power button until you see Slide down to power off, then flick down. After it’s off, press to turn on your phone again.
3.	As soon as the phone turns on and vibrates, press and hold the Camera button until the following "Connect to PC" screen appears. It may take a few moments for this to appear. Once the screen appears, you may release the Camera button.
4.	Reconnect your phone using the USB cable.
5.	Validate that the Windows Phone driver is installed via Device Manager: a. Click Start, right-click Computer , and then click Properties. b. Click Device Manager. c. Expand Portable Devices. The model name of your phone should now be listed.
6.	If the entry under Portable Devices indicates an issue, run the Microsoft Fix It solution below. This solution will ensure your computer is correctly configured to receive driver updates. Fix this problem Microsoft Fix It 20024 Note If there is no entry in the Device Manager for your phone, your computer is not recognizing that the phone is connected to it. Make sure that you're using the USB data sync cable which was included with your phone. You may also try another port on the computer, but don't use a USB hub or the ports located on the front of your computer. If available, use a compressed air duster to remove any dirt or debris from the USB port on the phone.
7.	If there are no issues, restart the phone: Press and hold the Power button until the phone restarts.
8.	Try the update again.

If the driver update does not solve the problem, allow "Connect to PC" mode to timeout and automatically restart the phone.

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How to automatically restart the phone

1.	Unplug the USB cable from the phone.
2.	Press and hold the Power button until you see Slide down to power off, then flick down. After it’s off, press to turn on your phone again.
3.	As soon as the phone turns on and vibrates, press and hold the Camera button until the following "Connect to PC" screen appears. It may take a few moments for this to appear. Once the screen appears, you may release the Camera button.
4.	DO NOT CONNECT THE PHONE TO THE USB CABLE.
5.	With the phone in “Connect to PC” mode, wait for the phone to restart on its own. Note This may take up to 5 minutes.
6.	After the phone has restarted, try the update again.

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801812DD, 801811C5, or C1010007

Make sure that you are using the USB cable which was included with your phone.

Try to reconnect your phone to another USB port on your computer. Do not use a USB hub or ports on the front of your computer.

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Stuck in download mode

If your phone appears to be stuck in "Download Mode," you may have to be patient. It can take up to 30-40 minutes for your phone to update. If the phone is still taking too long to update:

1.	Disconnect the USB cable.
2.	Remove and reinsert the battery.
3.	Press the Power button to turn the phone back on.
4.	Reconnect the USB cable and start the update process again.

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Stuck at OEM splash screen

During the phone startup sequence, a series of splash screens are displayed for the original equipment manufacturer (OEM), mobile operator, and for Windows Phone.

If your phone seems to be stuck at the OEM splash screen, you may have disconnected your phone during an update before it successfully completed.

You will have to put your phone in download mode to restore your phone from backup and then retry the update.

To restore your phone by putting it into download mode:

1.	Turn off your phone. Note If your phone is currently stuck at the OEM splash screen, you may have to remove the battery to turn it off.
2.	Disconnect your phone from the USB cable.
3.	Hold down the camera button.
4.	Continue holding down the camera button and connect the USB cable between your phone and your computer.
5.	Continue holding down the camera button until the connect-to-computer mode screen appears.
6.	Release the camera button.
7.	If it is not already running, start the Zune software on the computer.
8.	The Zune software should automatically prompt you to restore your phone.

After you complete the restore process, you can then retry the phone update.

Important When retrying the phone update, make sure that you let all steps of the update to complete before disconnecting your phone from the computer. Some steps of the update process can take a long time to fully complete.

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Error not listed here or phone still not working

If you receive an error that is not listed here, visit our forums at Microsoft Community (http://go.microsoft.com/fwlink/p/?LinkID=226241) for more information.

If your Windows Phone still does not respond, try the following:

•	Restart your phone, reconnect it to your computer by using the USB cable that was included with the phone, and then try to update your phone again. When you connect your phone to your computer, make sure that you do not use a USB hub.
•	Try a restart, reset and restore, or roll back of your Windows Phone 7 might help. See the following Microsoft Knowledge Base article to learn more: 2606900 (http://support.microsoft.com/kb/2606900)  Your Windows Phone 7 doesn't work or respond as expected

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This article describes how to set up your Windows Phone with Find My Phone and the service requirements necessary to do so.

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Service and device requirements

Your phone must be SMS enabledBy default, the Find My Phone service uses SMS to communicate with your phone. If your phone plan doesn't have SMS, you have to enable this feature through your mobile operator .

Or, the Find My Phone service can use push notifications to communicate with your phone, but you'll have to enable some additional options. To enable Find My Phone options on your Windows Phone, do the following:

1.	On Start, flick left to the App list, tap Settings , and then tap Find My Phone.
2.	Tap the check box next to Save my location periodically for better mapping.
3.	Tap the check box next to Connect to these features faster (may use more battery).
4.	Try the Find My Phone functions again.

Your phone must have a cellular data connection, and the airplane mode has to be disabledYour phone has to be within range of a cellular data connection and have the data connection option enabled in Settings. To enable the cellular data connection on your Windows Phone, do the following:

1.	On Start, flick left to the App list, tap Settings , and then tap Cellular.
2.	Tap the toggle switch icon to turn the data connection On .

If airplane mode is enabled on Windows Phone, the Find My Phone service can't communicate with your phone. To disable airplane mode on your Windows Phone, do the following:

1.	On Start, flick left to the App list, tap Settings , and then tap Airplane mode.
2.	Tap the toggle switch icon to turn the status Off.

Your phone must be turned on and the battery has to be charged Your Windows Phone must be charged and turned on for Find My Phone to work.

Note If you have the Save my location periodically for better mapping enabled, your phone's location is saved every few hours, which makes the Find My Phone service able to show the last known location on a map.
Find My Phone cannot be enabledIf you have met all requirements and are still having trouble enabling the Find My Phone feature, try deleting your device's Find My Phone registration manually and then re-register it:

Warning If the phone registration is deleted manually, the only way to get re-registered is by visiting the Find My Phone settings on the phone. If your phone is lost or you don't have access to it, you won't be able to do the following steps.

1.	On Start, flick left to the App list, tap Settings , and then tap Email+accounts.
2.	Tap and hold Windows Live or Microsoft account, and then tap Sync from the drop-down box.
3.	If you continue to have problems, try removing and re-adding your phone with the Find My Phone service. Before you do this, it's important to know that you won't be able to recover your previous device registration after you remove a phone. Here's how to remove and re-add a phone: Go to Windows Live Devices and sign in using your Microsoft account (formerly known as Windows Live ID), then follow these steps: a. From the Devices webpage, locate the name of your phone and its model. b. Click Manage, located below your phone's name. c. Click Change Windows Phone Settings, and then click Remove from Windows Live/Microsoft account. d. Click Remove. On the phone, flick left to the App list, tap Settings, and then tap Find My Phone. You will receive steps to register your phone again. Note If you don't immediately receive these steps, try again after about two hours.
4.	If you continue to have problems, try resetting your phone. Important When you reset your phone, you erase all personal data and restore your phone to the state it was in when you purchased it. In other words, you are wiping your phone clean. The personal content that gets erased after a reset includes: Purchased and downloaded apps, ringtones, saved games, contact groups, any pictures, music, or videos, and text messages, which can’t be restored after they’re deleted. Items that can be restored to the phone include: Media content that you previously synced with the Zune software, purchased apps, and saved games. To reset your Windows Phone, and then restore media content, follow the steps in the following Microsoft Knowledge Base article: 2606900 (http://support.microsoft.com/kb/2606900#reset) Your Windows Phone doesn't work or respond as expected

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  Contact Us
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Your Windows Phone 7 might stop working properly. For example:

•	When you start your phone it gets stuck and doesn't turn on all the way.
•	When you tap, flick, or pan your phone's screen there’s no response.
•	Some of your apps or games don’t launch as expected.

This article describes how to restart, update, reset and restore, and roll back your phone to get it working again.

For help with specific error codes, see the following Knowledge Base article:

2484484 (http://support.microsoft.com/kb/2484484/ ) Installing and troubleshooting problems during the software update for Windows Phone 7

For problems with Windows Phone 8, see the following Knowledge Base article:

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

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1. Restart your phone

Turning your phone off and then back on may resolve the issue.

To restart your phone, press and hold the Power button until you see Slide down to power off, then flick down. After it’s off, press to turn on your phone again.

If this restart sequence doesn’t work for your phone, try one of the following options:

•	Press and hold the Power button for 10 seconds. After it’s off, press to turn on your phone again.
•	If your phone has a replaceable battery, remove and reinsert the battery located under your phone’s back panel. Press to turn on your phone again.

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2. Update your phone

Software updates add new features that improve the performance and stability of your phone and may get it working again. If restarting your phone didn't resolve your problem, try updating to the latest version of Windows Phone 7. Follow these steps:

a.	Check whether there are any software updates for your Windows Phone 7: • On Start, flick left to the App list, tap Settings , and then tap Phone update to see whether an update is ready for you.
b.	If an update is available, connect your phone to your primary computer with the USB cable that was included with your phone. If you have to use a different computer, see Syncing your device to another computer as guest.
c.	Open the Zune software on your computer.
d.	1. Click Settings, located at the top of the Zune software page. 2. Click Phone, located in the upper-left corner of the screen. 3. Click Update, located in the list at left. Keep your phone connected to your computer until you see a notification that the update is complete.

To learn more about updating your Windows Phone 7, and how to prepare for an update, see How do I update my phone software?

On a Mac? Download the Windows Phone app for Mac.

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3. Roll back your phone

Sometimes a phone has performance problems after a software update. If your phone doesn’t work after an update, you may want to roll it back to its pre-updated version and state.

Your PC will only create a roll-back point as part of an update (i.e., so that you can start over if you have to). This roll-back point will only be saved on the PC that the Windows Phone was updated on. (However, if your phone was in guest mode, the PC will delete the restore point after a while, so it may not always be available.)

A rollback can be a complex process, and you might lose all new or changed items since your last phone update. These items include text messages, ringtones, downloaded music, and settings you've changed since your last update. This is why it’s important to roll back your phone as soon after an update as possible, if you have to do this.

To learn more about what data gets restored and what doesn’t after a rollback, see Restore a backup to my phone.

Note on the terms “Roll back” and “restore”:The roll-back process is named “restore” in the Zune and Windows Phone interface in the steps that follow, and refers to rolling back to an earlier version, not retrieving content, as it does in Step 4 below (Reset and restore your Windows Phone 7).

To start the rollback process:

•	Make sure that you’re using the same computer you used when you made the latest phone update.
•	In order to roll back your phone, you must have an available back up of the earlier OS version with all its content and settings. This is what you are rolling your phone back to. The Zune software automatically rolls back your phone by locating a copy of this earlier version. Try Option 1 first. If the Zune software can’t detect an earlier version, try the manual process of Option 2.

Option 1:Automatically roll back using the Zune software (Recommended)

Follow these steps:

1.

1. Turn on your phone. 2. Connect your phone to the computer that was used for the update. Use the USB cable that was included with your phone. 3. Open the Zune software on the computer. 4. Click Settings, located in the upper-right corner of the screen. 5. Click Phone, and then click Update. 6. Click the Restore button. If you don't see a Restore option, no backup is available for your phone through the Zune software. If this is the case, try the manual roll back option that follows these steps in Option 2. 7. If you have a restore option, follow the directions on-screen to restore your phone to its previous version. (Remember, in this interface, "restore" means "roll back.") Try using your phone to see how it works. Option 2: Manually begin the rollback process If the Zune software doesn’t detect an earlier phone version to roll back to, you can go through the process manually. Here's how:

2.

1. Turn off your phone. Note If your phone is currently stuck on the manufacturer's logo, try removing the battery to turn it off. 2. Disconnect your phone from the USB cable. 3. Hold down the camera button. 4. Continue holding down the camera button and connect the USB cable between your phone and computer. 5. Continue holding down the camera button until you see the connect-to-computer screen. 6. Release the camera button. 7. Open the Zune software on the computer. 8. The Zune software should automatically prompt you to start the roll-back, or restore process.

If you do get the restore prompt, continue the process to roll back your phone.

When roll back is complete, you might notice that some content and settings you recently added are missing.

Your phone is now in an earlier software version, but you can sync your media content back to your phone with the Zune software.
Now, try your phone and see if it's working again.

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4. Reset and restore your phone

Make this your last option, as it is not reversible.

Important notes

•	When you reset your phone, you erase all personal data and restore your phone to the state it was in when you purchased it. In other words, you are wiping your phone clean.
•	The personal content that gets erased after a reset includes: Purchased and downloaded apps, ringtones, saved games, contact groups, any pictures, music, or videos, and text messages, which can’t be restored after they’re deleted.
•	Items that can be restored to the phone include: Media content that you previously synced with the Zune software, purchased apps, and saved games.

There are three parts to resetting and restoring your phone: first, sync your content; second, reset your phone; and third, restore your content.

a.	Sync your content before the reset Connect your phone to your computer and sync your photos, music, and videos by using the Zune software. After the reset, you can sync these media files back to your phone. For more info on how to sync content, see Sync music, pictures, and videos. If you can’t sync because your computer doesn’t recognize your phone, see the following troubleshooting wizard: Computer doesn’t recognize your device on the Zune software.
b.	Reset your Windows Phone 7 1. On Start, flick left to the App list. 2. Tap Settings, and then tap About. 3. Tap Reset your phone, located at the bottom of your screen. 4. Tap Yes to confirm your reset. 5. Next, you’re going to get a series of screens to set up your phone. This is the same process that you went through after you first bought your Windows Phone 7. For more info, see Account setup. Note You must sign in with the same Microsoft account (formerly called Windows Live ID) that you used when you first downloaded content and purchased apps.
c.	Restore your content to your phone To restore, you first re-sync your media content, and then reinstall previously purchased apps and games back to your phone. 1. Sync your media content back to your phone: a. Connect your phone to your computer using the USB cable that was included with your phone, and then open the Zune software. b. To automatically sync all items back to your phone, click Settings, located at the top of your screen. c. Click Phone, located in the upper-left corner of your screen. You should be on the Sync options screen. d. For each media type that applies, select the All button. e. Click the OK button to start the sync. f. Next, you’ll see a phone screen with your sync in progress. You can disconnect your phone from the Zune software when you see Sync complete. For more sync choices, such as a manual drag-and-drop option, see Sync music, pictures, and video. 2. Reinstall your previously purchased apps and games to your Windows Phone 7: To reinstall apps from your phone: 1. On Start, tap Marketplace . 2. Tap Search on your phone screen to find the app or game that you want to reinstall. 3. When you locate the app or game that you want to reinstall, tap Buy. You’ll see a message that states you already purchased it. You can reinstall it for free. 4. Tap Install, and then follow the instructions to reinstall the app. You might have to re-enter your Microsoft account (formerly called Windows Live ID). Note Your Microsoft account is called Windows Live on your Windows Phone 7 interface. Note If you can’t remember the apps and games you bought, you can see your purchase history online when you reinstall from the web, in the next set of steps. To reinstall from the web: 1. On your computer, go to the Windows Phone website, and then sign in with the same Microsoft account (formerly called Windows Live ID) that you used on your phone. 2. Click My Phone at the top of the screen, and then click Account. 3. Under App Purchase History, find the app you want to reinstall and click Reinstall. 4. Follow the instructions to reinstall the app. You might have to re-enter your Microsoft account (formerly, Windows Live ID).

At this point, your phone has been reset to its previous state, and all the restorable content should be reinstalled. Try using your phone to see how it works. If you're still having problems, go to the Assistance section at the bottom of this article.

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Your Windows Phone 8 stops working correctly or is unresponsive. For example:

•	When you start your phone it gets stuck and doesn't turn on all the way.
•	When you tap, flick, or pan your phone's screen there’s no response.
•	Some of your apps or games don’t work as expected.

For Windows 7 phones, see KB 2606900 (http://support.microsoft.com/kb/2606900/ ) Your Windows Phone 8 doesn't work or respond as expected.

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Try the following solutions to resolve the problem. They are presented in order from easiest to most difficult.

Restart your phone

•	Turning your phone off and then back on may resolve the issue. To restart your phone, press and hold the Power button until you see Slide down to power off, then flick down. After it’s off, press the Power button to turn on your phone again.
•	If this restart sequence doesn’t work for your phone, try one of the following options: • Press and hold the Power button for 10 seconds. After it’s off, press the Power button to turn on your phone again. • If your phone has a replaceable battery, remove and reinsert the battery located under your phone’s back panel. Press the Power button to turn on your phone again.

Press and hold the volume down button and the power key

If your phone is unresponsive, it might display a big exclamation mark, a combination of a gear and lightning bolt, or it gets stuck showing your OEM's logo:



If your screen displays any of these images, try this: Press and hold both the volume down button and the power key for 10 seconds. This should get your phone to restart properly again.





Update your phone Software updates add new features that improve the performance and stability of your phone and may get it working again. If restarting your phone didn't resolve your problem, try updating to the latest version of Windows Phone 8.

To update your phone, follow these steps:

1.	Swipe left to the App list, tap Settings, then tap Phone update.
2.	Tap Check for updates. Note You may have to make some room on your phone for the update. If necessary, you may have to delete apps, music, videos, or other media first.

How to install the update

1.	Tap Download when prompted.
2.	Do one of the following: • Tap Install, tap Show details, and then tap Install again. Your phone will restart, and then install the update. • Tap Postpone if you want to install the update later. To restart the update, go to Settings and then tap Phone. Note It typically takes 5-10 minutes to install an update, but may take longer.
3.	After your phone restarts, wait for it to migrate your settings, and then tap Done to finish the update.

Reset and restore your phoneResetting your phone will return it to the same state it was in the first time you turned it on. All your personal content--including text messages and apps you've downloaded--will be erased, and the phone will be reset to its factory settings. Here are two sets of steps to follow, depending on whether you can access your phone's Settings screen or not.

If you can access your phone's Settings screen:

Sync your data before the reset and restore. If you decide to reset your phone, you can back up apps, text messages, photos, and more to your Microsoft account in the cloud beforehand. For more information about backing up your phone, see Back up my stuff (http://www.windowsphone.com/en-us/how-to/wp8/basics/back-up-my-stuff) .

To back up your phone's information to the cloud:

1.	Swipe left to the App list , tap Settings , and then tap Backup.
2.	Tap App list + settings, and then tap Back up now.

To reset your phone:

1.	Tap About, and then tap Reset your phone.
2.	You'll receive two warnings. If you're absolutely sure you want to restore your phone to its factory settings, tap Yes, and then tap Yes again. (It might take a while for the process to complete.)

If you can't access your phone's Settings page:

1.	Turn off your phone.
2.	Turn on your phone again by pressing the volume down button until you see the exclamation mark .
3.	Then, reset the phone by pressing the following four buttons in this order: Volume up, Volume down, Power, Volume down.
4.	Your phone should now reset and restart itself. (It might take a while for the process to complete.)

To restore your phone

Once your phone is reset, you will be asked to set up your phone again (as if you had just purchased it). In the "Let's get started" process, enter the Microsoft account you originally entered. This will let you select a previous restore point. (If you receive a list of restore points, select the most recent point.)

1.	When you first set up your phone, sign in using the same Microsoft account you used when you created your backup.
2.	When prompted to restore your phone, tap the backup you want to use, tap Next, and then tap Next again.
3.	Wait for the backup to download, and then tap Next.
4.	Do one of the following: a. Enter passwords for your restored accounts, and then tap Next. b. Tap Skip if you want to enter your passwords later.
5.	Tap Done.

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Microsoft SharePoint Workspace Mobile 2010 is a component of Microsoft Office Mobile 2010. Office Mobile 2010 is available on devices that run Microsoft Windows Phone 7 or Windows Phone 6.5 (also known as Windows Mobile 6.5). You can use SharePoint Workspace Mobile 2010 to connect to the Microsoft SharePoint 2010 sites of your organization and to work on shared files from these devices.

Note Your organization may host and manage SharePoint sites on an enterprise server. Or, your organization may access a SharePoint site service by using cloud services. Currently, SharePoint Workspace Mobile 2010 will not connect to a SharePoint site that is hosted on Microsoft cloud services.

This article describes how to connect to a SharePoint 2010 site by using SharePoint Workspace Mobile 2010 on a Windows Phone 7 device or on a Windows Phone 6.5 device.

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You can use SharePoint Workspace Mobile 2010 to connect to a SharePoint 2010 server in two ways:

•	From inside your organization, connect to the internal SharePoint site over a Wi-Fi connection.
•	From outside your organization, use a cellular connection or an external Wi-Fi connection to connect to the external SharePoint site through a Microsoft Forefront Unified Access Gateway (UAG) server.

Note If you provide a fully qualified domain name (for example, https://hrweb.contoso.com) as the SharePoint URL, SharePoint Workspace Mobile 2010 will consider the SharePoint site to be in the Internet Zone. This causes SharePoint Workspace Mobile 2010 to use the external connection method.

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How to connect over the internal network

To connect directly to a SharePoint 2010 Server by using SharePoint Workspace Mobile 2010, your phone must be able to establish a connection to the SharePoint server over Wi-Fi. To make this connection, your environment must meet the following requirements:

•	Your phone must have Wi-Fi enabled.
•	The Wi-Fi network must not be hidden.
•	Both your phone and the SharePoint server must be on the internal Wi-Fi network of your organization. This kind of access will not work over an Internet connection.
•	The SharePoint server must be configured for NTLM authentication. All other authentication schemes are unsupported for Wi-Fi access.

Configure the SharePoint server

1.	Make sure that Internet Protocol security (IPsec) is not required to access the site on the SharePoint 2010 server. If IPsec is required on the server, Windows Phone users will be unable to establish a connection to the SharePoint server.
2.	Add the URL that mobile users will use to connect the SharePoint 2010 server to the alternative access mapping list. For more information about how to plan alternative access mappings, visit the following Microsoft website: Plan alternate access mappings (Windows SharePoint Services) (http://technet.microsoft.com/en-us/library/cc288609(office.12).aspx)
3.	Make sure that the site can be accessed from the internal Wi-Fi network.

Connect over an internal Wi-Fi network

To connect to the SharePoint 2010 site by using SharePoint Workspace Mobile 2010 over an internal Wi-Fi network, follow these steps, as appropriate for your version of Window Phone.

•	On Windows Phone 7: 1. On your Windows Phone device, make sure that Wi-Fi is turned on and connected. 2. Tap Office, and then under SharePoint, tap open URL. 3. Tap the address bar, type the URL, and then tap the forward arrow.
•	On Windows Phone 6.5: 1. On your Windows Phone device, make sure that Wi-Fi is turned on and connected. 2. Tap Start, tap Office Mobile 2010, and then tap SharePoint Workspace Mobile 2010. 3. Tap the address bar, type the URL, and then tap Go.

You can also connect to a site by tapping a link to that site that is embedded in an email message or in a document.

Notes

•	Access the server over Wi-Fi by using the short name of the server instead of the FQDN of the server. If you access the server by using the FQDN, SharePoint Workspace Mobile 2010 will try to make an Internet connection instead of using the Wi-Fi connection. This may cause the connection to fail.
•	If Microsoft Exchange is configured in Windows Phone 6.5, and if your phone uses the same corporate credentials that you use to connect to the SharePoint site, you are not prompted for credentials. Windows Mobile 6.5 automatically reuses the Exchange credentials to sign in to the server.
•	f you do not have a connection to Microsoft Exchange configured, the first time that you connect to a site in Windows Phone 7 or in Windows Phone 6.5, you have to sign in by using an appropriate user name and password. If you cannot sign in, try to connect and sign in to the same site by using Internet Explorer from the Windows Phone. Then, try to sign in again by using SharePoint Workspace Mobile 2010.
•	If you can access the site from your web browser by using the same URL but cannot access the site from SharePoint Workspace Mobile 2010, contact your site administrator to configure mobile access to the site.

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How to connect from an external network

SharePoint Workspace Mobile 2010 can connect to a SharePoint site from outside your network by using a Forefront United Access Gateway (UAG) server.

Configure a Forefront UAG server to enable mobile access

1.	Deploy a UAG server. For more information about how to do this, visit the following Microsoft website: How to deploy a UAG server (http://technet.microsoft.com/en-us/library/dd857358.aspx)
2.	Publish a SharePoint 2010 server site on the UAG server. For more information about how to do this, visit the following Microsoft website: Overview of SharePoint publishing (http://technet.microsoft.com/en-us/library/dd861429.aspx)
3.	Turn off signing for specific SharePoint pages. To do this, follow these steps: 1. On the UAG server, start the Forefront UAG Management application. 2. Click HTTPS Connections in the navigation pane, and then click the trunk name to open the trunk page. 3. Click Configure in the Trunk Configuration box. 4. Click the Edit button that is located on the right side of the Do not parse the response bodies to these requests text. This opens a window in which the top half shows the names of the server and the bottom half shows the pages to be skipped for each server. 5. Add a server name without the protocol header. For example, if server is accessed internally as http://moss or as https://moss, add the server name as "moss." 6. Add the following pages: .*/_vti_bin/webs\.asmx .*/_vti_bin/lists\.asmx 7. Click OK. 8. Enable the trunk configuration.
4.	Make sure that the Allow rich clients to bypass trunk authentication check box on thePortal tab of the Application Properties window is checked.

Connect from outside the network by using the Forefront UAG server

1.

Contact the site administrator to see whether the SharePoint 2010 server that you want to access supports mobile access by using a UAG server. If this is the case, obtain the UAG trunk URL, the user name, and the password.

2.

Configure the UAG server in the SharePoint Workspace Mobile 2010 UAG Forefront settings. To do this, follow these steps, as appropriate for your version of Windows Phone. • On Windows Phone 7: 1. Tap Office, and then under SharePoint, tap all. 2. Tap the ellipses (...), tap settings, and then tap UAG Server. 3. Enter the Forefront UAG server address. 4. Enter the credentials to connect to the server. 5. Tap done. 6. Return to the main SharePoint Workspace Mobile page. 7. Tap the address bar, enter the URL and then tap the forward arrow. • On Windows Phone 6.5:  1. Tap Start, tap Office Mobile 2010, and then tap SharePoint Workspace Mobile 2010. 2. Tap Menu, tap Settings, and then tap Configure Forefront UAG Server. 3. Type the Forefront UAG trunk address. 4. Type the credentials to connect to the server. 5. Tap OK. 6. Return to the main SharePoint Workspace Mobile page. 7. Tap the address bar, type the URL, and then tap Go.

After the Forefront UAG settings are configured, you can also connect to a site by tapping a link to that site that is embedded in an email message or in a document.

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After you sync music from your computer to your Windows Phone 8, duplicate entries appear on the phone.

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Windows Phone 8 is displaying both the music synced from your computer as well as the music from your Xbox Music cloud collection.

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Depending on your preference, you may turn off the Xbox Music cloud collection if you are just interested in syncing from your computer. Alternatively, you may use the storage filter on the phone to view the music in separate categories.

To turn off the Xbox Music cloud collection:

1.	In the App list, tap Settings, and then tap Applications.
2.	Tap Music+videos, and then turn Xbox Music cloud collection off.

To use the storage filter to separate what is on your phone from what is in the cloud:

1.	On Start, tap Music+videos, flick to Collection, and then tap Music.
2.	Flick to Songs and then tap All.
3.	Tap Phone to see songs that are only on the phone or tap Cloud collection to see items in the Xbox Music cloud collection.

Of course, you can also get music from the Windows Phone Store directly on the phone without needing to sync from your computer. For the best music experience in Xbox Music, consider subscribing to an Xbox Music Pass. For a monthly fee, subscribers can download and stream an unlimited number of songs to their phone, Xbox 360, and computer.

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You cannot delete music from your Windows Phone 8 Cloud collection while using your phone.

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The Cloud collection doesn't let you to remove music using your phone.

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You can only add, delete, and manage music files using your Windows 8 computer.
Note On your computer, the music that appears in the Music app under My music can also appear on your phone under Cloud collection, as long as you bought the music, or you have an Xbox Music Pass subscription.

Here's how to remove music from your phone's Cloud collection:

1.	On your Windows 8 computer, click or tap the Music app.
2.	Click or tap My music to access your collection, and locate the item you want to remove.
3.	Right-click on the item, and then click Delete. If you're on a touchscreen, tap the item, swipe down from the top of the screen, and then tap Delete at the bottom of the screen.

The next time you go into your phone's Music Cloud collection, the item will be gone.

To turn off the Xbox Music cloud collection altogether:

1.	Flick left to the App list, tap Settings, and then tap Applications.
2.	Tap Music+videos, and then turn Xbox Music cloud collection off.

If you would like to be able to delete music from your Cloud collection when using your phone, go to the Windows Phone Feature Suggestions website and make feature requests for future releases.

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This article provides answers to frequently asked general usage questions about Pandora on Windows Phone 8.

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How to use Pandora

What is Pandora / I am not sure how Pandora works.
For more information about how to use Pandora, go to the Pandora website.

http://help.pandora.com/ (http://help.pandora.com/)


Create a station
To create your own station, enter an artist, song, or composer in the Search box in at the top of the Pandora app. We'll create a radio station featuring that music and more like it.

You can also try one of our Genre Stations by swiping to the genre tab and selecting a genre.

Start a station based on the currently playing artist by going to the Now Playing page and choosing start a new station from the app bar menu.

You can create up to 100 personalized stations for your enjoyment.
Genre Stations
Pandora has many genre stations for you to explore. To access the genre stations, swipe to the Genre tab on the home page of the Pandora app. You can access the complete list of genre stations there.


Thumbs
Pandora's goal is to only play music you love. Tapping "thumbs-up" tells Pandora "you like this track" and helps to bring in more tracks like it to your station. Tapping "thumbs down" tells us not to play this track.


Adding Variety
Press and hold on a station to show the context menu. Tap Add Variety. Type in the name of another artist, track, or composer you like and we'll add music with similar musical qualities to the station.


Shuffle
Shuffling your stations provides a more diverse mix of music by randomly playing songs from the stations in your list.

Tap Shuffle at the bottom left of the Recent Stations page or at the top of your full station list to enter this mode. You can press and hold Shuffle to get options for customizing which stations are included as part of the shuffle.

To turn Shuffle off, simply select a station from your station list.


Signing out of Pandora
You can sign out of Pandora by tapping Settings and then Sign out in the app bar options on the Pandora home page.


Pinning stations to home screen
You can pin stations by pressing and holding down a station on the Recent Stations page and choosing the pin option, or by choosing the menu option on the Now Playing page.


Getting the application to run in Kid's Corner
Tap Settings, then Kid’s Corner, and then select Pandora. Pandora will now be available in Kid's Corner and will filter all explicit content while playing!


Accessing details about the currently playing song
Tap the album art in the Now Playing page to see more details about the song being played.


Bookmarks
You can bookmark a song by selecting Bookmark in the menu on Now Playing. You can later review all your bookmarks by going to http://www.pandora.com (http://www.pandora.com) .

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Troubleshooting

I get an error that says my postal/zip code is invalid when I try to register my account.
Currently, Pandora is only supported in the United States, Australia, and New Zealand. If you are not in one of these locations you will not be able to register. 

Make sure the country/region on your phone is set correctly under Settings, Region + language, System locale. Pandora uses that location when setting up the account on your phone.


Streaming issues/Audio is skipping
If you have problems streaming audio, or the audio is skipping, try streaming at a lower quality audio, especially if you are using a low bandwidth network. You can access this setting by tapping Settings and then Advanced and turn off higher quality audio option.
Network errors

If you have trouble connecting to the service, here are a few things you can try:

•	Make sure you have a network connection. Check your cellular data network and/or wireless network to make sure it is working.
•	Try restarting Pandora.
•	Power down the phone and then power it up again.

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After you create or import a playlist in the Music app on Windows 8, the playlist is uploaded to the Xbox Music cloud collection. When this playlist is viewed on Windows Phone 8, it is empty or contains fewer songs than expected.

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With Windows Phone 8, your Xbox music cloud collection contains the songs you have purchased from the Xbox Music store or that you have access to via an Xbox Music Pass. If you do not have an Xbox Music Pass, the playlist from your Windows 8 computer may contain songs that are not available to your phone.

You may have:

1.	Added songs from your computer's personal music collection which are not available in the Xbox Music cloud collection for your phone.
2.	Added Xbox Music songs to the playlist to which are not available in the Xbox Music cloud collection on your phone. With Windows 8 and Windows RT tablets and computers, you can stream millions of songs free. However, on Windows Phone 8, you must get an Xbox Music Pass to have full access to Xbox Music songs.

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If your playlists contain songs from your computer's personal music collection, create the playlist in the Zune software or create the playlist in Windows Media Player and use the Windows Phone app for desktop to sync the playlist to your phone.

If your playlists contain Xbox Music songs, get an Xbox Music Pass to play these on your phone.


To turn off the Xbox Music cloud collection altogether:

1.	Flick left to the App list, tap Settings, and then tap Applications.
2.	Tap Music+videos, and then turn Xbox Music cloud collection off.

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