Troubleshooting for Nokia products

How can I update my Lumia?

1. Install the Zune software (Windows) or Windows Phone 7 Connector (Mac OS) on your computer. You'll need this software to download the phone update.
2. Connect your phone to your computer, using the USB cable that came with your phone. Before starting the update, make sure your phone has enough battery power.
3. If the Zune software or Windows Phone 7 Connector for Mac doesn't start automatically when you connect your phone, start it manually.
4. In the Zune software, click Update Now (in Windows Phone 7 Connector for Mac, click Install Updates). Make sure you keep your phone connected to your computer until you see a notification that the update is complete.

How do I prepare for an update?

1. Before starting the update, make sure your phone has enough battery power.
   
2. Check that your phone is set to the correct date and time
3. Free up space on your computer, as you need enough space to download the software update, and to save a backup of your existing phone software, settings, and media files.
4. Watch the video (English) and learn how to update your Nokia Lumia Phone software.

Anything else I need to know?

In case there’s a problem, try the Windows Phone software update wizard. It provides step-by-step instructions to resolve the most common problems.

Your phone is backed up automatically, when you update your phone software on your primary computer. Should there be any problems later, you can restore your phone to its previous state.

You need to have the Nokia Suite application installed on your PC.

To download and install Nokia Suite, visit your local Nokia website http://www.nokia.com/support

Once you have Nokia Suite installed on your computer, please do the following:

1. Start Nokia Suite.
2. Connect your phone to computer via USB cable or select Tools > Add new phone > Use bluetooth instead
3. Follow the on-screen instructions.

 For more detailed information please watch the tutorial video from Nokia Care.

It’s easy – just use your phone’s software update application or Nokia Suite to download the update. The whole process should take less than ten minutes, depending on the speed of your connection. You can use:

• a Wi-Fi network that your phone is connected to

• your phone’s cellular data connection

• your PC’s internet connection, using Nokia Suite

If you use your phone’s cellular data connection to update the software, you may have to pay data charges. It’s usually faster and cheaper to use a Wi-Fi network or your PC’s internet connection. The update packages from Nokia are free of charge.

Update via your phone:

For most devices, select Menu > Settings > Phone > Phone updates or  Menu > Applications > (Tools >) SW Update. If you don't find the software update application from these menu locations, check the correct one from the user guide.

Update via PC:

1. Install Nokia Suite to your PC from your local Nokia website.
2. Connect your phone to the PC via an USB cable.
3. Start Nokia Suite, and select Tools > Software updates.
4. Select the updates you want to download, and select Install.

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, and some data you cannot transfer to your new phone.

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

Contacts
You can transfer your contacts from your old phone easily using the Contacts Transfer app on your new phone. The Contacts Transfer is on the main applications menu on the Nokia Lumia devices.  If you don't have this feature, you can download it from Marketplace (just tap Marketplace on Start screen) .

For more information, watch the video (English) and learn how to copy contacts to your new Nokia Lumia phone.

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, Microsoft Exchange, set up that account on your phone and your contacts and calendar entries are imported automatically.

For more information, see the FAQ on how to transfer your contacts, calendar entries, and to-dos to your new phone.

Media files
The media files are transferred with Zune, a free PC app. To download and install the latest version on your PC, or to learn more about Zune, go to www.zune.net.

If you're using an Apple Mac, download Windows Phone 7 Connector for Mac from Mac App Store.

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

Office documents
Office documents can be transferred using Windows Live SkyDrive cloud storage. You need a Windows Live account.

If you don’t have a Windows Live account, you can create one at www.live.com, or using your phone. For more information, 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 information about configuring the settings in your new phone, see the user guide of your phone.

PIN (Personal Identification Number) codes:
- PIN code protects your SIM card against unauthorized use. It is asked when you insert the SIM card and boot up the device for the first time. It is from 4 to 8 digits long and usually supplied with your SIM card. However, it is recommended to change the original PIN code to your own, the instruction on how to change the PIN code is provided in the user guide or Nokia Web site. 
- PIN2 code is also 4 to 8 digits long and is supplied with some SIM cards, and is required to access certain services.
- If you enter any of the above PIN codes incorrectly three consecutive times, you need corresponding PUK codes to unlock them. Read more about PUK codes below.

PUK (Personal Unblocking Key) codes:
- PUK code is 8 digits long and is required to change a blocked PIN code.
- PUK2 code is required to change a blocked PIN2 code.
- The PUK codes are also provided by your network operator.

Restriction code / Restriction password:
- The restriction code or restriction password may be required when using some network services, such as call restriction service. Note that not all network operators support such service.
- If your device display "Enter restriction code" when you insert a new SIM card, it means that your device has been locked to use a certain operator's network and it does not accept SIM cards from other operators.
- Contact your network operator for assistance.

Other PIN codes:
- The module PIN is required to access the information in the security module of your SIM card.
- The signing PIN may be required for the digital signature. 
 
Important! If you do not know or forget any of these codes above, always contact your network operator. Keep all the codes in a safe place separate from your phone.

Lock code / Security code / Password:
- These codes protect your phone from unauthorised use.
- The default lock code or security code supplied with the phone is usually 12345. For Nokia Lumia devices there are no default codes. It is recommended to specify the code of your own. The instruction on how to change the code is provided in the user guide or Nokia Web site http://www.nokia.com
- If you get error notifications after entering the code too many times incorrectly, reboot the phone and wait for 15 minutes, then try again.
- If the problem persists, contact your local Nokia Care Point. The contact information can be found from http://www.nokia.com/support

Nokia PC Suite is being replaced by Nokia Suite, which is the newer and more user-friendly application for Windows PC.

Nokia is not developing PC Suite anymore.

With Nokia Suite, you can connect your computer and your phone. Keeping important information up to date on your phone and on your computer is simple, and you can  transfer music, and download free street maps to your phone with ease. Nokia PC Suite and Nokia Suite can be installed on the same computer, but you should not use them simultaneously. Note that the latest Nokia phones are supported only by Nokia Suite.

If you forget or lose the lock code or security code, try first the default lock code 12345. If it is not accepted, contact the nearest Nokia Care point to unlock your device. To find nearest location to you, go to your local Nokia website, and navigate to Support > Contact us.

Just like a computer, your Nokia phone uses software to run. By making sure you always have the latest version of this software, you get:

• performance improvements to things like battery life and applications
• new and improved functions
• the latest versions of Nokia applications and services
• bug fixes

Therefore it's recommended to regularly let your device check for updates by activating the so called "software update auto check" as below:

1. Start the software update application on your phone. For most devices, you will find this application under Menu > Settings > Phone > Phone updates or  Menu > Applications > (Tools >) SW Update. If you don't find the software update application from these menu locations, check the correct location from the user guide.
2. Select Options > Settings > Auto-Check for updates. With  that in place, your phone will automatically check in specified intervals if there's a new software available and prompt you to start the update. 

Use the following guidelines to increase your battery life time:

• Turn Bluetooth off when you do not need it.
• Specify that your Nokia phone does not scan, or scans less often, for available Wireless LAN (WLAN) networks in the backround when you do not need WLAN connections (to turn off scanning, disable Show WLAN availability in Wireless LAN settings). 
• If you have set Packet data connection to When available in connection settings, and there is no packet data coverage (GPRS), your Nokia phone periodically tries to establish a packet data connection. To prolong the operating time of your Nokia phone, select Packet data connection > When needed.
• The Maps application downloads new map information when you scroll to new areas on the map, which increases the demand on battery power. Prevent the automatic download of new maps.
• If the signal strength of the cellular network varies much in your area, your Nokia phone must scan for the available network repeatedly. This increases the demand on battery power.  If the Network mode is set to dual mode in the network settings, the Nokia phone searches for the UMTS network. To use only the GSM network, select Network mode > GSM. 
• The backlight of the display increases the demand on battery power. In the display settings, you can change the time-out after which the backlight is switched off, and adjust the light sensor that observes lighting conditions and adjusts the display brightness.
• Leaving applications running in the background increases the demand on battery power. Close the applications you are not using.
• Turn off vibrate function of your Nokia phone, using just the ring tone.
• Avoid using moving or animated pictures or videos for your Nokia phone's background.
• Turn off your Nokia phone whenever you do not plan to answer any calls, for example while you are sleeping.

• Make sure your phone is running the latest software. For downloads and assistance, go to your local Nokia website's support page.

If the battery loses the power fast even though there is no features consuming the power, the battery may be wearing out and you need to replace it with a new one. 

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

Contacts from your old phone
If you only want to transfer your contacts, or if you use an Apple Mac, use the Contacts Transfer app on your new phone. Contacts Transfer is on the main applications menu on the Lumia devices.  If you don't have this feature, you can download it from Marketplace (just tap Marketplace on Start) .

To get more details regarding the Contacts Transfer read a separate article "From which phones can I transfer my contacts to my new Nokia with Windows Phone using the Contacts Transfer app?".

Watch the video (English) and learn how to copy contacts to your new Nokia Lumia phone.

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. For more information on how to copy contacts to your SIM or RUIM card, see the user guide of your phone.

Contacts and calendar from an online service
If your contacts and calendar are stored online as part of an online service such as Google Account, Microsoft Exchange, or even Facebook or Twitter, set up that account on your phone and your contacts and calendar entries are imported automatically.

For more information on how to set up an account on your phone, see the user guide of your phone.

Contacts and calendar from your computer
If you want to transfer your calendar entries and to-dos as well as your contacts, you need to have all these:

• Windows Live account
• Microsoft Outlook on your computer
• Microsoft Office Outlook Hotmail Connector downloaded and installed on your computer

If you don’t already have a Windows Live account, you can create one at www.live.com, or using your phone. For more information, see the user guide of your phone.

To download and install Microsoft Office Outlook Hotmail Connector, search for it at www.microsoft.com/download, and follow the displayed instructions. You may need to restart your computer, and you may need to install additional software.

Depending on what you need to install, and how much data you are syncing, this may take a while.

Nokia Symbian and series 40 phones, Android, iPhone, Blackberry

1. Use a compatible USB data cable to connect your phone to your PC.
2. Use the appropriate sync software on your PC, such as Nokia Suite, HTC Sync, Samsung Kies, or iTunes to sync your contacts, calendar entries, and to-dos from your old phone to your computer, and set the sync software to sync the items to Outlook.
3. In Outlook, add the Windows Live account to your Outlook using Microsoft Office Outlook Hotmail Connector. You may need to manually configure the settings.
4. Sync the desired content from your Outlook to your Windows Live account. It may take a while before the content is available in your Windows Live account.
5. If you haven’t already added your Windows Live account to your new phone, to import the content to your new phone, on your phone, select Settings > email+accounts > add an account > Windows Live, and follow the displayed instructions.

For more detailed information, see the FAQs on how to sync your Outlook contacts and calendar to Windows Phone.

Windows Phone
Back up the contacts and calendar entries in your old phone to Windows Live, and import them to your new phone straight from the service.