Troubleshooting for Nokia products

Bend open a paperclip and push it into the hole to unlock the SIM holder.

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.

Your Nokia device requests PIN (Personal Identification Number) and PUK (Personal Unblocking Key) codes to protect your SIM card and device against unauthorized use. Note that all PIN and PUK codes are provided by your network operator. Nokia is not able to provide you PIN or PUK codes.

Please note the following:

• When your insert your SIM card and boot up your device for the first time, you need to enter the PIN code. For security reasons it is recommended to change it to your own code, instructions on how to change the PIN code in your device is provided in the user guide or Nokia web site. If the PIN code is entered incorrectly multiple times, your device may request a PUK code to futher validate the user's identity and to unlock and change the blocked PIN code.
• The PIN2 code is a PIN code which acts as a second layer of protection for certain features of your phone.  If the PIN2 code is entered incorrectly multiple times, your phone may request a PUK2 code.

If you have forgotten or simply do not know the codes, you must contact your Network Operator for assistance. However, if you have already contacted but the code does not work, you should consider getting a new SIM card from your Network Operator.

These kind of messages are displayed in the following situations:

• The SIM card may be out of alignment. If the phone has recently been dropped, bumped, or opened, the SIM card may need adjusting. Follow the SIM card installation instructions in your phone user guide.
• The PUK (Personal Unblocking Key) code is entered incorrectly multiple times. This can inactivate the SIM card. If inactivation appears to be permanent, contact your operator or service provider for a new SIM card.
• You have recently changed your mobile operator or mobile service provider. In this case, either your SIM card or your phone settings may have been configured for your previous operator and therefore reconfiguring is needed.
• It may also be that your phone is simlocked, so using a SIM card from a different operator or service provider is prohibited. Please contact your current mobile operator or service provider for further assistance.

If none of the situations above apply and you continue to receive this error message, your SIM card may be damaged. Please contact your mobile operator or service provider. Or alternately, contact your local Nokia Care Point for inspection.

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.

Try these fixes if, for example, your phone freezes or does not switch on, if an app crashes, if you have sound problems, or if the screen is blank:

1. Restart your phone.
This does not reset your Microsoft Account (Windows Live) ID or remove any personal data.

1. Switch your phone on, if possible, and disconnect the charger.
2. Press and hold the volume down key and power key simultaneously until you will feel vibration. The phone will reset and boot up automatically. 

2. Update your software
You may not be using the most recent software for your phone.

1. To check if there is new software available for your phone, on the start screen, swipe left, and tap Settings > phone update > check SW update availability.
2. See more information on updating your phone software.
   

3. Reset your phone.
Warning: This erases all personal content on your phone and restores the factory settings.

1. Make sure the charger is disconnected, and switch the phone 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.

Reset your phone.

Warning: Resetting your phone erases all personal content, including apps, and restores the factory settings.

If you have Nokia Lumia 505, 510, 610, 710, 800 or 900:

1. Make sure the charger is disconnected, and switch the phone 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.
   

If you have any other Nokia Lumia phone:

1. Make sure the charger is disconnected, and switch the phone off.
2. Press and hold the volume down key, and connect the charger. An exclamation mark (!) is shown on the screen.
   
3. Press the keys in the following order: volume up, volume down, power, and volume down. Your phone resets and boots up. This may take several minutes.
   

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.

Try these fixes if, for example, your phone freezes or does not switch on, if an app crashes, if you have sound problems, or if the screen is blank:

1. Restart your phone.
This does not reset your Microsoft Account (Windows Live) ID or remove any personal data.

1. Switch your phone on, if possible, and disconnect the charger.
2. Press and hold the volume down key and power key simultaneously until you will feel vibration. The phone will reset and boot up automatically. 

2. Update your software
You may not be using the most recent software for your phone.

1. To check if there is new software available for your phone, on the start screen, swipe left, and tap Settings > phone update > check for updates.
   
2. See more information on updating your phone software.
   

3. Reset your phone.
Warning: This erases all personal content on your phone and restores the factory settings.

1. Make sure the charger is disconnected, and switch the phone off.
2. Press and hold the volume down key, and connect the charger. An exclamation mark (!) is shown on the screen.
3. Press the keys in the following order: volume up, volume down, power, and volume down. Your phone resets, and boots up. This may take several minutes.