Troubleshooting for Nokia E5-00

SMS message may get converted to MMS message in the following situations:

1) When sending a long SMS message

In some devices the message type gets converted from SMS text message to MMS multimedia message if the message length exceeds the device-specific setting which is typically 5 - 10 SMS submessages (around 760-1520 characters). If the message is longer, it is converted to MMS to avoid potential issues in handling long text messages in the recipient device. The cost of a SMS message consisting of several concatenated submessages may also be higher than the cost of a single MMS message.

The conversion from SMS text message to MMS multimedia message occurs when the automatic message type is selected in the message options. This is the default mode where the device tries to automatically select the best mode for the message.

The conversion from SMS to MMS can be avoided by selecting Options > Sending options > Message type > Text when in the Text message window writing the message. The message is then always sent as SMS text message and no conversion to MMS occurs.

The maximum number of concatenated SMS submessages can be up to 10 (around 1520 characters). In multimedia mode the message length can be longer.

2) No phone number defined in user contact information

If sending SMS to one or more recipients and one of the potential recipients has only email address and no phone number, the SMS will be converted to MMS. This is independent of the number of the potential recipients.

In order to avoid the conversion to MMS, remove from the recipient list the contacts which don't have a phone number defined.

Check your SMS settings. On the home screen, tap Messaging > … > Settings and try the following:

1. Tap SMS centre number to add or edit the message centre number, and tap Save.
2. Slide the Group Text toggle to Off.

1. If you have Nokia Lumia 505, 510, 610, 710, 800 or 900, download and install the Network Setup application which can be found in the Nokia Collection on Store (Marketplace). To set up Internet and MMS settings, start the app and select your network operator.
2. Confirm with your network operator that you have an active mobile data subscription (access to internet).
3. If the data connection is lost, try reconnecting by switching Flight mode on and back off: Tap Settings > Flight mode. This resets the active data connection.
4. If you have a known Wi-Fi network running in the background, this can trigger the Wi-Fi network connection to be established. The Multimedia Service (MMS) is a cellular network function and is not used when connected to Wi-Fi. In this case, tap Settings > WiFi and switch WiFi networking off. 

Perform the following steps (until the solution is found):

1. Turn off your Nokia phone and remove the SIM card .
2. Turn on your Nokia phone (without SIM card).
3. Turn off your Nokia phone and reinsert the SIM card .
4. Turn on your Nokia phone. Retry.
5. Restore the original factory settings on your Nokia phone. For information how to do this, see your Nokia phone's user guide. Retry.
6.  Contact your network operator for the correct SMS settings.

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.

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

1. Check your internet connection: Open the web browser and try to connect to a web page.
2. Try using Wi-Fi instead of mobile data.

The phone notifies you if the phone memory is getting low. To free phone memory you have the following options:

• Move data that you want to keep to an alternative memory (mass memory or memory card, if available) or to a compatible computer.
• Remove data you no longer need.

Use File Manager or the respective application in your phone to remove data or to move data to alternative memory as described in the user guide. Typically you first mark files to be removed or moved and then you select the corresponding option (Delete or Move to folder).

Use Nokia Suite to move data to a compatible computer.

To maximize free spaces to your phone memory, you can remove or move the following:

• Messages from Inbox, Drafts and Sent folders in Messaging
• Retrieved e-mail messages from the phone memory
• Saved Web pages. Clear the web browser cache to free some phone memory (e.g. select Options > Clear privacy data > Cache).
• Saved images, videos, or sound files (in Gallery, Photos, Videos or Music player)
• Contact information (in Contacts)
• Calendar notes (in Calendar)
• Downloaded application packages
• If there are applications which are not needed any more, uninstall them with Application Manager
• Any other data that you no longer need

If you are deleting multiple items and any of the following notes are shown: Not enough memory to perform operation. Delete some data first or Memory low. Delete some data, try deleting items one by one (starting from the smallest item). After deleting data, restart (power off/on) your phone.

Tips: Use the memory card or mass memory instead of phone memory in the Camera or other applicable applications in case the selection is available (e.g. via Options > Settings > Memory in use).

1. Check that you have not muted your outgoing audio.
   
2. In some phones, there are two microphones: one on the bottom of the phone and one on the top. Make sure that:
   
   • Your hand is not covering the microphone when you hold the phone
     
   • You are speaking toward the microphone when you are in a call
     
   • Your phone’s carrying case isn’t covering the microphone
     
3. Check if the issue is with a specific number on outgoing or incoming calls.
   
4. Record an audio clip, and play the recording. If you can hear the recording, the issue is not with your microphone. Tap Messaging > New (+) >  Attach > Voice note, and record a clip.
   
5. If possible, try a wired headset.

The calling phone number may not match with a contact name and the name is not shown in the following situations when an incoming call or SMS arrives:

• The contact is defined twice in the Contacts application (e.g. if both Phone memory and SIM memory contacts have been selected to be displayed in Contacts settings and the same contact is found in both of them).
• The same phone number is defined for two or more contacts.
• The phone number in Contacts application is in different format than the number received in the incoming call. The phone number may have been stored in local format while the incoming call number is in international format (including country prefix), or vice versa. The number may not be properly matched with a contact name in this situation, depending on the device variant and the length of the calling number. In order to verify the correct format of the contact phone number (local or international), check the number which is shown when the call is received and edit the contact details accordingly.

If the problem persists, make sure your Nokia device is running the latest software. For downloads and assistance, go to your local Nokia website.