Troubleshooting for Nokia products

When you try to update or add credit card information for a Zune Music Pass subscription, or a "Pay as you go" account, you receive the following error message: 

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This problem may occur when one or more of the following conditions are true:

•	Your Zune billing address differs from the credit card billing address.
•	You try to use a new credit card that has not been activated by the credit card company.
•	Your outstanding balance in the Zune Marketplace is more than the available credit in the credit card account.
•	Your entire name does not appear on your Zune account.
•	Your credit card account is not set up to accept online purchases or automatic billing.

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1.	Verify that the Zune billing address is the same as the credit card billing address.
2.	Verify sure that your Zune account reflects your complete first and last name.
3.	If you are using a new credit card, make sure that you have activated the card by following the instructions that came with the card. Contact the credit card company for help activating your card.
4.	Verify that you have the required balance available on your credit card account to make the desired purchase.
5.	Verify with your bank that your credit card is set up to accept online purchases and automatic withdrawals.
6.	Use a different credit card.

For more help resolving credit card issues, contact the company that issued your credit card.

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When you try to use the Find My Phone service on My Windows Phone, you receive one of the error messages that are listed here:

Map It	Ring It	Lock It	Erase It
Sorry, we couldn't find your phone. Try again later.	Sorry, we couldn't ring your phone. Try again later.	Sorry, we couldn't lock your phone. Try again later.	Sorry, we couldn't erase your phone. Try again later.
We're sorry, but we can't locate your phone right now. If you'd like, we can keep trying and send you an email if we find it.	We're sorry, but we can't ring your phone right now.	We're sorry, but we can't lock your phone right now. If you'd like, we can keep trying and send you an email if we lock it."	We're sorry, but we can't erase your phone right now. If you'd like, we can keep trying and send you an email if we erase it.

Note For errors that state "We'll keep trying", the Find My Phone service will try for a 72-hour period. This is the typical length of time many mobile operators queue SMS messages in their system.

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For the Find My Phone service to work, your phone needs a battery charge, a cellular data connection, and must be turned on. If you receive an error that occurs with the Find My Phone service, it might be caused by one or more of the reasons listed here. Check the following table to find the problem you're experiencing and then try one of the accompanying solutions.

Possible reasons
Your first try with Find My Phone fails Try again. The Find My Phone service may fail when you first try to use it.
Your phone can't send or receive short code messages Contact your mobile operator to make sure that your phone number can send and receive short code messages, and then try again. Note This differs from SMS. Short codes messages (also known as short numbers) are special telephone numbers. They're usually shorter than full telephone numbers and can be used to address messages from phones. There are two kinds of short codes: dialing and messaging.
Your Find My Phone setting is using the wrong phone number, or you disabled text messages on Find My Phone Check your phone number and enable text messages to find your phone on the My Windows Phone site: 1. Go to My Windows Phone. 2. In the upper-right corner, point to Explore My Phone, and then click Sign In. 3. Sign in using the phone's primary Windows Live account. 4. In the upper-right corner, point to Explore My Phone, and then click Account settings. 5. Click Update. 6. If the phone number listed is incorrect, select your correct country or region from the drop-down menu, and then enter your correct phone number. 7. Select the authorization check box that begins with "I authorize ...", and then click Change. 8. Click Save. 9. Try the Find My Phone functions again.

To learn more about how to set up your Windows Phone with Find My Phone, and see the service requirements, see the following Microsoft Knowledge Base article:

2781516 (http://support.microsoft.com/kb/2781516/ ) : Setting up your Windows Phone with Find My Phone

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After you install the Zune software, you receive the following error message: Then, you receive a second error message:

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Windows XP

If you experience this problem on a Windows XP-based computer, follow these steps:

1.	To repair the Microsoft .NET Framework 2.0 software on the computer, follow these steps: a. Click Start, and then click Run. b. Type appwiz.cpl in the Open box, and then click OK. c. In the Add or Remove Programs window, click Microsoft .NET Framework 2.0, and then click Repair. d. Click Yes to repair the .NET Framework 2.0 software.
2.	Install the .NET Framework 2.0 Service Pack 1 (SP1). To do this, click one of the following links: • Microsoft .NET Framework 2.0 Service Pack 1 (x86) (http://www.microsoft.com/downloads/details.aspx?FamilyId=79BC3B77-E02C-4AD3-AACF-A7633F706BA5&displaylang=en) • Microsoft .NET Framework 2.0 Service Pack 1 (x64) (http://www.microsoft.com/downloads/details.aspx?FamilyId=029196ED-04EB-471E-8A99-3C61D19A4C5A&displaylang=en) • Microsoft .NET Framework 2.0 Service Pack 1 (IA64) (http://www.microsoft.com/downloads/details.aspx?FamilyId=32E77AE0-96EF-4ECD-A157-9BF61A7C8DAA&displaylang=en)
3.	Try to start the Zune software. If you still experience problems, reinstall the Zune software. For more information about how to remove and reinstall the Zune software, click the following article number to view the article in the Microsoft Knowledge Base: 929358 (http://support.microsoft.com/kb/929358/ ) How to remove and then reinstall the Zune software

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Windows Vista

If you experience this problem on a Windows Vista-based computer, follow these steps:

1.	Install the Microsoft .NET Framework 3.5. To do this, click the following link: Microsoft .NET Framework 3.5 (http://www.microsoft.com/downloads/details.aspx?FamilyId=333325FD-AE52-4E35-B531-508D977D32A6&displaylang=en)
2.	Try to start the Zune software. If you still experience problems, reinstall the Zune software. For more information about how to remove and reinstall the Zune software, click the following article number to view the article in the Microsoft Knowledge Base: 929358 (http://support.microsoft.com/kb/929358/ ) How to remove and then reinstall the Zune software

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When you try to set your chat status to Available in the online section of the Messaging Hub on your Windows Phone 7 you receive an error message:

Incorrect password Make sure your password is correct. Tap Settings to fix it.

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This error typically occurs when the Microsoft account service isn't working, you use the wrong password or enter it incorrectly, or you use an unverified Microsoft account (formerly known as a Windows Live ID).

Try one of the following solutions:

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Check the Microsoft Service status

To see if there are any incidents affecting your Microsoft account or other services, go to the Service status webpage.

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Make sure that you're using the correct password

For more information, read the following article:

Forgotten passwords or other sign-in problems

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Verify your Microsoft account email address (formerly known as Windows Live ID)

When you create a Microsoft account, you have to confirm that you own the account. To complete this part of your registration, follow these steps:

1.	From a web browser, go toVerify this email address.
2.	Sign in to your Microsoft account.
3.	Click the Send email button to send a verification email to the email address listed on that page. Follow the instructions in the message to verify your email address.
4.	On your phone, go to Start, flick left to the App list, tap Settings, and then tap Email+accounts.
5.	Tap Windows Live (which is also your Microsoft account) and re-enter your username and password information.
6.	Tap Done . The phone will sync with your Microsoft account (Windows Live) and you should be able to use chat successfully.

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Reset your phone if you changed or renamed your Microsoft account

If you changed or renamed your primary Microsoft account (for example, changing @hotmail.com to @outlook.com), you'll have to reset your phone in order to change the Microsoft account on your Windows Phone. For more information, read the following articles from Microsoft Support:

KB 2606900 (http://support.microsoft.com/kb/2606900#reset) Your Windows Phone doesn't work or respond as expected
KB 2430020 (http://support.microsoft.com/kb/2430020/ ) How to change the Microsoft account on your Windows Phone

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For more help and support with your Microsoft account, see the following Windows Live website:
Microsoft account Help & How-to

For information about errors when signing in to a Windows Phone with a Microsoft account (formerly known as a Windows Live ID), see the following Knowledge Base article:
2432933 (http://support.microsoft.com/kb/2432933/ ) Error: Incorrect email or password when signing in to a Windows Phone with a Microsoft account

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When you try to sign in to a Windows Phone using your Microsoft account (formerly Windows Live ID), you may see an error message that resembles the following:

•	Couldn't sign in Your user name or password doesn't seem to be working. Try typing it again.
•	Incorrect email or password Make sure your email and password are both correct.
•	Windows Live password is incorrect

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Can you sign in on a computer?
See if you can sign in to your account using a computer. To do this, go to Account overview (http://account.live.com/) , enter your Microsoft account and password, then click Sign In. If you have issues signing in on a computer, then visit the Forgotten password or other sign-in problems (http://windows.microsoft.com/en-us/windows-live/sign-in-cant) help article.


Is the Microsoft account service running?
Occasionally, you may see an error during sign-in. However, these kinds of problems are usually temporary and are resolved quickly. You can make sure that the Microsoft account service is running normally. To do this, check the Service status (https://status.live.com/detail/liveid) webpage.


Is your password too long?
Make sure that your Microsoft account password is not too long. It must be no longer than 16 characters long. If it is too long, go to the Change your password (https://account.live.com/Password/Change) page and change it to a shorter password.


Does your password contain a space or special characters?
If your password contains a space or special characters, try changing your password so that it uses only letters and numbers. To do this, go to the Change your password (https://account.live.com/ChangePassword.aspx) page, change your password, and then try to sign in to your phone.


Did you forget your password and need to reset it?
If you have forgotten your password, you can reset it. To do this, go to the go to Reset your password (https://account.live.com/password/reset) webpage or visit the Forgotten password or other sign-in problems (http://windows.microsoft.com/en-us/windows-live/sign-in-cant) help article


When you created your Microsoft account, did you complete the verification process?
If you created your Microsoft account recently, you may not have completed the registration process and may still have to verify your account. To do this, go to the Verify this email address (https://account.live.com/verifysi.aspx) webpage and follow the prompts.


Did you recently change or rename your primary Microsoft account?
If you recently changed or renamed your primary Microsoft account, you will have to reset your phone in order to change the Microsoft account on your Windows Phone. For more information, see the following Microsoft KB article:

•	2430020 (http://support.microsoft.com/kb/2430020) How to change the Microsoft account on your Windows Phone

Do you have a working data connection on your phone and the date and time set correctly?
If you don’t have a strong cellular data connection, try connecting to Wi-Fi. You should also make sure that the date and time are set correctly in your Windows Phone settings. For more information, see the following Microsoft KB article:

•	2784236 (http://support.microsoft.com/kb/2784236)  Can’t add Microsoft account during initial setup of Windows Phone 8

Did you recently enable two-step verification on your Microsoft account?

If you turned on two-step verification for your Microsoft account, you will have to perform an extra step to sign in on Windows Phone. Windows Phone can't prompt you to enter a security code when you try to sign in. Therefore, you'll have to create a unique app password to use when signing into Windows Phone with a Microsoft account that has two-step verification turned on.

To create a unique app password for your Microsoft account, go here:

•	Two-step verification: Create app password (https://account.live.com/Proofs/AppPassword)

For more information, see the following Microsoft account help and how-to article:

•	Two-step verification: FAQ (http://windows.microsoft.com/en-us/windows/two-step-verification-faq)

After you create an app password for your Microsoft account, enter it as your password on Windows Phone. To do this, go to Settings > Email+Accounts. Tap Microsoft account, enter your app password, then tap Done.


Do you have a working data connection on your phone and the date and time set correctly?

If you don’t have a strong cellular data connection, try connecting to Wi-Fi. You should also ensure your Date & Time on Windows Phone is set correctly in settings. For more information, see the following Microsoft KB article:

•	2784236 (http://support.microsoft.com/kb/2784236) Can’t add Microsoft account during initial setup of Windows Phone 8

Are you sure that you’re using a Microsoft account to log in?
If the email address that you entered is not one that you already use for accessing Microsoft services such as Xbox LIVE, Zune, Hotmail, MSN, or SkyDrive, you might have entered an email address that isn't yet a Microsoft account. You can use any email address to set up a Microsoft account. 

To create a Microsoft account for an email address that you already have, go to Account overview, (http://account.live.com/) and then click or tap Sign Up.

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