Troubleshooting for Nokia Lumia 920

Many features in your Nokia Lumia phone increase the demand on battery power and reduce the battery life time. For example if the signal strength of the mobile network varies much in your area, your phone must scan for the available network repeatedly. This increases the demand on battery power.

You can set your phone to automatically save power when the battery charge level is low. To check the battery status, and switch battery saver mode on, go to Settings > battery saver. Windows Phone 8: To choose when you want battery saver mode to be activated, switch Battery saver toggle to On and tap advanced.
Note: When Battery Saver is on, your phone will no longer: automatically receive email and calendar updates, update some Live Tiles and allow apps to run in the background.

If you are listening to music or otherwise using your phone, but do not want to make or receive calls, switch airplane (flight) mode on under the Settings menu.

To save battery power, note the following: 

Background apps

1. Set your phone to check for new mail less frequently or even by request only. On the start screen, open up the email account you want to modify, and tap the three dots (...) in the right bottom corner of the inbox screen, and then tap Settings > sync settings and change the setting for Download new content.
2. Some apps may run in the background unnecessarily. On the start screen, swipe left, tap Settings, swipe to applications and tap background tasks. Tap the app you want to block, and tap block. Especially Lumia 520, 620, 720, 810, 820, 822 and 920 users; please check that Nokia Drive+ Beta app is blocked (set to Off) in background tasks.
3. Close the apps you are not using, to do that, press Back key. For example, when you are finished taking a picture, press the Back key to exit the camera viewfinder. 
   

The screen

1. Set the screen switch off after a short time, go to Settings > lock screen (Lock+wallpaper) and change the setting for Screen times out after.
2. Lower the screen brightness, go to Settings > brightness > Level. Switch the Automatically adjust to Off and select the level. 
   

Use network connections selectively

1. Switch Bluetooth off when you do not need it, go to Settings > Bluetooth, and then slide the Status (Searching and discoverable) toggle to Off.
2. Use a Wi-Fi connection to connect to the internet, rather than a mobile data (E, G, 3G, H+, 4G) connection.
3. Stop your phone scanning for available Wi-Fi networks if those are not available, go to Settings > WiFi (Windows Phone 8: Advanced), and uncheck the box next to Notify me when new networks are found.
4. Switch off location services if not needed – so the phone will not look up your location frequently in the background (Settings > Location services > Off).
5. Use NFC on only when needed. To switch the tap+send feature off, go to Settings > tap+send, and switch NFC sharing toggle to Off.
6. Switch off Connect with Xbox LIVE when you not need it, go to Settings, swipe to applications and tap games.
7. Windows Phone 8: Stop your phone connecting to Xbox Music cloud collection go to Settings > Applications > Music+Videos, and switch all relevant settings off. 
   

Anything else I need to know?

• Always charge the battery fully. Check Settings > battery saver > battery information. Note that older chargers may not fully charge the battery.
• Mute unnecessary sounds and functions, such as key press sounds and vibra. To do that, go to Settings > ringtones+sounds.
• Use wired headphones, rather than the loudspeaker.
• Make sure that your phone is running the latest software to get battery related improvements. Please check also that your phone apps are up-to-date. 

The instructions to save power on your Lumia phone presented on this video (English) from Nokia Care.

If the battery drains faster even there is no active feature or applications, try to switch off the power and then switch back on. The battery may also be worn out and needs to be replacing with a new one.

Press and hold the Volume Down key and Power key simultaneously until you will feel vibration. The phone will reset and boot up automatically. Note that this does not reset your Microsoft (Windows Live) Account or remove any of your data.

If your phone still does not respond, remove the SIM card and try again.

When the phone switches on, confirm that it has the latest software version by going to Settings > Phone update, and then tap Check for updates.

If your phone is unresponsive, or it gets stuck showing Nokia logo, then try this: Press and hold both the Volume down and the Power keys for 15 seconds. This should get your phone to restart properly again. If this does not help, then follow next steps to perform OS reset.

Warning: Resetting your phone will return it to the same state it was in the first time you turned it on. All your personal content in the phone, including text messages and apps that you been purchased and downloaded (may be re-downloaded again) will be erased, and the phone will be restore to the factory settings.
Here are two options to follow, depending on whether you can access your phone's Settings screen or not.

Option 1: About menu

• Use this option if you can access your phone's settings.
  
• This option warns about data loss.

On the Start screen, swipe left, select Settings > About > Reset your phone.

Option 2: Hardware key combination

• Use this option if you forget or lose the password.
• Use this option if the phone fails to fully switch on when pressing the power on key.
• Note: No warning about data loss!
  

Nokia Lumia with Windows Phone 8

Step 1
Make sure the charger is disconnected.
1. Switch the power Off.
2. Press and hold the Volume down and connect the charger, if succeed an exclamation mark (!) is shown on the screen.

Step 2
Then input Keys in the following order:
1. Volume up
2. Volume down
3. Power
4. Volume down

Step 3
The phone will reset and boot up automatically. Please note that this may take several minutes.

Nokia Lumia with Windows Phone 7 

Make sure the charger is disconnected.
1. Switch the power Off.
2. Press and hold the Volume down and Camera keys.
3. Press and hold the Power key.
4. When the phone vibrates, release the power key, but continue holding the volume down and camera keys, until the phone reboots.

It is possible to fix many phone problems yourself in a few minutes – including phone freezes or does not switch on, application crashes, sound problems and a blank display. To save yourself time, try these three fixes.

1. Restart your phone

If the phone hardware is jammed, you should first try restart your phone. This does not reset the Microsoft Account (Windows Live ID) or remove any consumer data.

Option 1: To perform the power reset for phones with integrated battery (phone has a special electronic circuit which switches off the power when the key combination is pressed):

1. Switch the power On (if possible) and disconnect the charger.
   
2. Press the Volume Down + Power Key and hold them for 15 seconds.
   
3. You will feel vibration.
   
4. The phone will reset and boot up automatically.
   

Option 2: To perform power reset for phones with removable battery:

1. Remove the battery and reinsert it.
   
2. Boot up the phone normally.

2. Update the software

You might not be using the most recent software for your phone. Updating to the latest version of your phone may resolve your issue.
You can check for the availability of Lumia software updates in your region here.

3. Reset your phone

Warning: This erases all the personal content in the phone, including apps that have been purchased and downloaded (may be re-downloaded again), and restores the factory settings.

To reset your phone to the state in which the phone was in the first time you turned it on, go to Settings > About and then Reset your phone.

If you lose your phone, you can reset your phone remotely. In this option you need have the Find My Phone feature enabled and your phone must be connected to mobile network.

1. Login to http://www.windowsphone.com.
2. Click on the drop down menu right next to your name, and select the device that you would like to erase.
3. At the top left corner, you will see the name and model of the Windows Phone.
4. Click on Erase your phone.

This FAQ applies to Nokia Lumia phones with Windows Phone 8, and a computer running on Windows 7, Vista or Windows 8. If you have Windows XP use the search field on this page to find this related FAQ: What should I do if my Nokia Lumia phone is not recognized by a computer running Windows XP?

Preparations:

Start by disconnecting your phone and other USB devices connected to your PC. Exit the PC software, such as Nokia Suite, Zune and Windows Media Player, which can establish a USB connection at the background. Use Ctrl+Alt+Del to see and manage processes that are running on your PC.

Check that you have latest updates installed on your PC

Here are two options to follow (ensure that Administrative rights are available):

Option 1

1. Update your computer (with the phone connected) by going to www.update.microsoft.com (IE opens Windows Update automatically).
   
2. If an update WinUsb Device is found select it and click Install.

Option 2

1. Go to Microsoft Update download catalog page (link works only in IE) http://catalog.update.microsoft.com/v7/site/home.aspx.
   
2. Search for 'Windows Phone WinUSB'.
3. Add the driver to the download basket and press view basket to proceed checkout.
4. Download the file to your computer.
5. Extract downloaded .cab file with eg. Winzip.
6. In Device manager click 'Update Driver software', 'Browse my computer for driver software', search for the directory you extracted the files and click Next.
7. The "RM-xxx|Nokia Lumia xxx" will be replaced by "Windows Phone WinUSB"

Check your USB connection

Make sure that you are using the USB cable which was included with your phone. You may also try another port on the computer, but do not use a USB hub or the ports located on the front of your computer. Most versions of Windows (excluding Windows RT) allow you to connect to your Lumia with Windows Phone 8 by using Windows Explorer, which you can use to validate that you have an active connection.

Check and update your device driver

1. Click Start, right-click Computer, and then click Properties.
   
2. Click Device Manager, located in the left column.
   
3. A window will appear with the name of your computer and a list of devices. If you do not see the devices, click the name of your computer.
4. Connect your phone and swipe up on the home screen, and make sure it is unlocked. The name of your Nokia Lumia should be listed under Portable Devices.
   - If there is no entry in the Device Manager for your phone, your computer is not recognizing that the phone is connected to it. Start your phone without the micro-SD card (if your phone has micro-SD slot), once bootup has finished connect the USB cable, and try again. Also, you may try connection with another phone.
   - If the device status indicates that there is a problem, note the error codes indicated and continue to troubleshoot this issue by using the step 5.
5. Right-click the name of your phone and then click Update Driver Software. Select Search automatically for updated driver software, Windows does find a driver and installs it as WinUsb Device. After the driver installation is complete, close the open windows until you exit the Device Manager. If you are prompted to restart your computer, do so.

Confirm that your PC is able to communicate with Windows Update service through firewall(s).

1. On your PC, go into the Control Panel.
   
2. Open the Windows Firewall, turn the Firewall Off.
   
3. Connect your phone and then turn the Firewall back On.

You can also use the Windows Phone app, which is a free app for PC and Apple Mac. With the app, you can sync media content between your computer and your phone. This includes the music, pictures, videos, movies, ringtones, and podcasts on your computer that you want to copy to your phone. Windows 8 installs the app automatically. With Windows 7, you can download it from www.windowsphone.com. If you have a Mac, to download and install the Windows Phone app, go to the Mac App Store.

The screen gets turned off during a phone call when the proximity sensor is covered. This is done to avoid accidental touch screen actions when you are in a call.

If the screen gets turned off immediately when dialing a number or receiving a call, check that the proximity sensor area at the upper front of the screen is not covered by any kind of protective film or tape.

You can take the following steps to check the issue. If the screen keeps turned off, the protector may not be of the right size and will block the sensor on the upper part of the front side. Then either remove the protector or cut off the plastic from the blocking area.

1. Make or receive a call with the phone.
2. Once the phone is in a call place your hand 1cm above the screen and display will turn off.
   
3. Remove your hand and display shall turn back on.
   
4. Repeat the test steps 1,2,3 for 3 times to verify the proximity sensor function.

All Nokia Lumia phones have the feature to share phone's internet connection over WiFi (tethering) with up to five other devices or computers. Lumia 800 and 710 has got the Internet sharing with the Software Update that began rolling out on June 27th 2012.

To use your phone as a modem:

1. Go to Settings > Internet sharing and set Sharing to On.
2. Your Broadcast name and password are automatically provided.
3. Guests connected shows how many guests are currently connected to your phone. Up to five guests can be connected at the same time.
4. In Setup you can change your internet sharing password.

Note: The connection automatically turns off if it is not used for a few minutes.

For further assistance, use the search field on this page to find the separate FAQ article: I have problems using Internet sharing on my Lumia. What should I do?

Also check out this video (English) on YouTube with instructions for sharing your mobile data connection.

To view your IMEI number (15 digits) of your phone, dial *#06#.

If the phone does not switch on:

• Lumia 800 and 900:
  Take out the sim card along with simcard holder and the IMEI number should be right next to where insertion of simcard holder on the phone is. For information how to insert and remove SIM card holder, see your Nokia phone's user guide.
• Lumia 920:
  Take out the sim card along with simcard holder. Once you have the holder out, put the SIM door key into the hole on the side of the tray, and pull the phone label tray out. For more information, see your Nokia phone's user guide.
• Lumia 720:
  Take out the memory card tray (located on the left side of the phone), and the IMEI label should be on the card holder. For information how to insert and remove the memory card, see your Nokia phone's user guide.
• Lumia 505, 510, 520, 610, 710, 810, 820, 822 and 620:
  Remove the back cover and battery, and see the label on the battery holder. For information how to remove the back cover, see your Nokia phone's user guide.

If your network service provider does not charge you a fixed fee for data transfer, there are a few things you can do to reduce your data usage (also presented on this video (English) from Nokia Care).

Change mail sync settings
If your phone syncs mail frequently, it uses more data. You can choose how often your phone automatically syncs mail.

1. Tap the mail account whose settings you want to change.
2. Tap the 3 dots (...) at the bottom right of the screen.
   
3. Select Settings > Sync settings.
   
4. Tap Download new content, and select a time. If you don't want your phone to sync mail automatically, select Manually.

If you have installed apps, such as news or weather apps, they may use data by syncing content. Make sure to check the sync settings and feedback sending options of the apps you have installed. On the start screen, swipe left, tap Settings > from settings swipe left to Applications tab, and check the settings of the apps.

Check data roaming settings
Connecting to the internet when roaming, especially when abroad, can raise data costs substantially. Data roaming means using your phone to receive data over networks that your network service provider does not own or operate.
To make sure you are not using your phone to roam, on the start screen, swipe left, tap Settings > Mobile network (cellular), and switch Data roaming options to Don’t roam.

Switch your mobile data connection off
If you want to make sure you’re not using data at all, you can switch your data connection off altogether.
Tap Settings > Mobile network (cellular), and switch Data connection to Off.

You can transfer your contacts, calendar entries, to-dos, pictures, videos, music, and office documents to your new phone. Some content, such as text and multimedia messages, or DRM protected music, you can back up on your computer. Some data you cannot transfer to your new phone.

These instructions may not apply to all phone models and manufacturers.

There may be third-party computer apps available, such as Welcome Home to Windows Phone, that transfer data from your old phone to your new phone.

Contacts
You can transfer your contacts from your old phone easily using the Transfer my Data app on your new phone. If you don't have this app, you can download it from Store.
If you have previously had a micro-SIM or micro-RUIM card, you can also copy your contacts from your card to your new phone.

Calendar
If your contacts and calendar are stored online as part of an online service, such as Google Account or Microsoft Exchange, set up that account on your phone, and your contacts and calendar entries are imported automatically.
For more info, see the FAQ on how to transfer your contacts, calendar entries, and to-dos to your new phone.

Media files
To transfer your media files, connect your phone to your computer with a compatible USB cable, and drag and drop the items you want to transfer.
You can also use the Windows Phone app, which is a free app for PC and Apple Mac. To download and install the latest version on your PC, go to www.windowsphone.com. If you're using an Apple Mac, download the Windows Phone app from Mac App Store.

For more info, see FAQs on how to transfer your music, pictures, and videos to your new phone.

Office documents
To transfer your office documents, connect your phone to your computer with a compatible USB cable, and drag and drop the items you want to transfer, or use SkyDrive cloud storage.
To use SkyDrive, you need a Microsoft (Windows Live) account. If you don’t have a Microsoft (Windows Live) account, you can create one at www.live.com or using your phone. For more info, see the user guide of your phone.

Other content on your old phone
You can use the appropriate software to store your text and multimedia messages, notes, browser bookmarks, and DRM protected music and videos and their licenses on your computer.
You cannot transfer settings from your old phone to your new phone. For more info about configuring the settings in your new phone, see the user guide of your phone.