Troubleshooting for Nokia Lumia 920

If there is no response when tapping the touch screen, check the following:

1. Check that the device is not locked. When the device is locked, you must use the lock switch to unlock and wake up the screen.
2. If the device is not locked but only the display light time-out has expired and the display has dimmed (a situation which may occur if Keypad autolock feature has been disabled), the touch screen can be woken up by pressing any mechanical keys like menu key, volume keys, camera key or the lock key (lock key needs to be pressed twice because the first press of the key will lock the device).
3. If in a phone call, check that the proximity detector at the upper front corner of the device is not covered. The proximity sensor will lock the touch screen to avoid unintended touch screen actions during a phone call when placing the device next to your ear. Check that the proximity detector is not covered if trying to use the touch screen while a phone call is active. 
4. Remove the battery and reboot the phone.
5. If there is a memory card in the phone, try booting up without the memory card.
6. If your phone supports touch screen calibration, try to re-calibrate the touch screen (select Settings > Phone > Touch input > Touch screen calibration).
   

If the touch screen doesn't yet respond, try restoring the factory settings. If you cannot access the factory settings menu via the touch screen (Settings > Phone > Phone mgmt. > Factory settings), try entering the following reset commands via the keyboard. Before resetting the device, take a backup of your phone via Nokia Suite.

• *#7780# (try this first, it will do a soft reset).
  
• *#7370# (try this if the above command doesn't help, this command will do a hard reset).
  

If the touch screen is not yet working properly, take the phone to Nokia care point for inspection.

1. Check that your phone is not locked.
2. Check that the proximity sensor area at the upper front corner of the screen is not covered by any kind of protective film or tape. The proximity sensor locks the touch screen to avoid unintended touch screen actions during a call, when you have the phone next to your ear.
3. Reset your phone. Press and hold the Volume down key and Power key simultaneously until you feel the phone vibrate. Note that this does not remove any settings or your personal content.

1. Check the signal strength on the phone screen, and move to an area with better reception.
2. Remove phone skins or shells.
3. Check to see if the screen stays active while in a call, if you have a touch screen. You may accidentally press the hold call or end call button on the screen with your cheek.

If you continuously experience low signal strength in a certain area, the network coverage there may be insufficient. For more info, contact your network operator.

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.

In case of audio issues, check the following:

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