Troubleshooting for Nokia Lumia 920

If you are a Small Business customer, find additional troubleshooting and learning resources at the (http://smallbusiness.support.microsoft.com) site. Summary Your Microsoft account (formerly known as Windows Live ID) is used to access features such as Store (Marketplace), Xbox LIVE, Xbox Music Pass, and Zune Music Pass on your Windows Phone. To change the Microsoft account that you use to access these features, you have to reset your phone to its original factory settings. However, you can remove any other email account, including additional Microsoft accounts, without resetting your phone. Important A reset deletes all personal data and restores your phone to the state it was in when you purchased it. • The personal content that gets erased after a reset includes: Purchased and downloaded apps, ringtones, saved games, contact groups, any pictures, music, or videos, and text messages, which can’t be restored after they’re deleted. • Items that can be restored to the phone include: Media content that you previously synced with your PC, purchased apps, and saved games. For more information on how to backup and restore your information, and perform a hard reset of your phone, see the following Microsoft Knowledge Base articles: • (http://support.microsoft.com/kb/2606900/ ) Your Windows Phone 7 doesn’t work or respond as expected • (http://support.microsoft.com/kb/2749480/ ) Your Windows Phone 8 doesn't work or respond as expected To change your Microsoft account, follow these steps: 1. Locate your primary Microsoft account: a. On Start , flick left to the App list, tap Settings , and then tap Email+accounts. b. Look for the first email account in the list that is named "Microsoft account" or "Windows Live". Tip If you renamed your primary account to something other than "Microsoft account," look for the first account that is listed with the Windows logo next to it. 2. Change the Microsoft account for your phone: a. On Start , flick left to the App list, tap Settings , and then tap About. b. Tap Reset your phone, and then follow the instructions to complete the reset of your phone. c. After your phone is reset, you can sign in with a Microsoft account of your choice. This will be the primary account that you use to access Store (Marketplace), Xbox LIVE, Xbox Music Pass, or Zune Music Pass on your Windows Phone. Assistance Get help from the knowledgeable Windows Phone Community. View other helpful articles and contact information. Applies to • Windows Phone Consumer • Windows Phone Services • Windows Phone 8 for Consumers • Windows Phone 7 Consumer Source:  Source URL :

Symptoms When you try to update your Windows Phone 8, you might see one of the following messages: An update is ready for download Your update is ready to be installed Cause These messages mean that there's a newer version of the Windows Phone 8 software ready for you to install. For more info about updates, see on the Windows Phone 8 How-to website. Resolution This section provides a list of possible solutions and tips on updating your phone, as well as specific steps to try if you received an error code during the update process. Try backing up and syncing your media Before you start an update, we recommend that you manually back up your phone and all of your media content and files. To learn more, go to on the Windows Phone 8 how-to website. You can also back up your photos, videos, and music by connecting your Windows Phone to your computer. This doesn't require Internet connection, and it's a faster process. To learn more, go to Check your power Make sure that your phone has enough battery power for the installation process (and the download too, if set to manual). The update process will work best if your phone has at least half of its battery life available, or, if you plug it into an outlet during the installation process. Have a good data connection (for manual downloads) When you're downloading the update to your phone, and you haven't set up your phone to automatically download the update package, make sure that your phone has a Wi-Fi connection, or a good cellular signal. Notes If you use a cellular connection only, you might be charged for data use, depending on the service agreement with your mobile operator. Updates won't download if data settings on your phone prevent it. For example, both Data Sense and Battery Saver can limit how your phone uses data. Have enough space available on your phone Make sure that you have enough space on your phone to download and install the update. Here's how to see which items are taking up the most space on your phone: From Start, go to Settings > Phone storage > and then tap Phone for details of what is already installed, and what can be un-installed or removed. Before you remove or un-install items: Make sure that your content is already backed up or available somewhere else, and then prioritize these items before you delete them. Your media content is most easily managed from your computer, using a or File Explorer to access: • Music • Videos (if backed up to your computer, or high resolution cloud storage) • Pictures (if backed up to your computer, or high resolution cloud storage) If you receive an error while you are updating If you receive an error message while trying to update your Windows Phone 8, follow the instructions that correspond to the error message in the chart below: Note If your error code is not represented on this list of common error codes, visit our forums at for more information. Error code What to try 801881CD This error code means your phone ran out of storage space during the update. Make sure that you have enough space on your phone to download and install the update. To learn about prioritizing and backing up content, follow the instructions in the earlier section of this article, Have enough space available on your phone. Then, to try the update again, go to your phone's Start screen, then go to Settings > Phone update > Check for updates. 801881D0 Your download was interrupted, possibly because of a slow Internet connection. Make sure that your phone has a good connection to the Internet, through Wi-Fi or Cellular. For more info, see Then, from your Start screen, go to Settings > Phone update > Check for updates . 801882CB This is a network connectivity error. Make sure that your device has a good connection to the Internet, through Wi-Fi or Cellular. For more info, see Validate that your device has a good Internet connection by browsing a website on Internet Explorer. Then, from your Start screen, go to Settings > Phone update > Check for updates . 801882D1, 801882D2 There's an error installing the update. Try restarting your phone, and then downloading the update again. Here's how: From your Start screen, go to Settings > Phone update > Check for updates . Assistance Get help from the knowledgeable Windows Phone Community. View other helpful articles and contact information. Applies to • Windows Phone 8 for Consumers Source:  Source URL :

Summary When connecting your Windows Phone 8 to your computer, one of the following happens: • Your computer doesn't detect your phone. • The sync software doesn't open when your phone is connected to your computer. • You may get an error related to the connection. Things to Try Try the following solutions, in order: 1. Check your USB Connection • Make sure that you're using the USB data sync cable included with your phone . Don't use a USB hub or the ports located on the front of your computer. USB ports on the front of a computer tend to be lower power. • Check to see that your phone shows up in Device Manager. To do this: 1. For Windows 8 users : From the Start screen, type "Device Manager," tap or click Settings , and then tap or click Device Manager . For Windows 7, Vista, or XP users : Click Start , right-click Computer , and then click Properties . 2. A window will appear with the name of your computer and a list of files. (If you don't see the files, tap or click the name of your computer). The name of your Windows Phone 8 should be listed under Portable Devices. If your computer's Device Manager does not detect that your phone is connected, more than likely it's because there's no physical connection between the USB port on the phone and the USB port on the computer. Possible causes include: • You are not using a good USB data sync cable, like the one that came with your phone. Some phones are also supplied with optional “charging” cables that cannot be used to establish a data connection with your PC. Try another cable, if possible. • There is dust or debris in the USB port on the phone. Try using a can of compressed air to clear the USB port on the phone to ensure a good connection. • The USB port you are using on the computer is bad. Try connecting to a different USB port. (You might also try connecting your phone to a different computer. This will validate whether the problem is with the USB connection on your computer.) 2. Restart your computer and phone To restart your phone, press and hold the Power button until you see Slide down to power off , then flick down. After it’s off, press to turn on your phone again. a. If this restart sequence doesn’t work for your phone, try one of the following options: • Press and hold the Power button and " slide down " when prompted. After it’s off, press the Power button to turn on your phone again. • If your phone has a replaceable battery, remove and then reinsert the battery located under your phone’s back panel. Then press the Power button to turn on your phone again. b. As soon as your Windows Phone 8 has restarted, follow the manufacturer's recommended steps to restart your computer. c. If your phone is still not detected: 1. Restart the phone while it is attached to your computer. 2. Press and hold the Power button and "slide down" when prompted. Your phone should automatically restart if plugged into a usable USB port. 3. Update your Windows Phone 8 driver If Windows Device Manager indicates a device problem or if the driver version of Windows Phone 8 that's installed isn't the current version, update the driver. To do this, follow these steps: a. Connect your Windows Phone to your computer by using the USB cable that was included with your phone. b. Windows 8 users: In the Start screen, type "Device Manager," tap or click Settings , and then tap or click Device Manager . Windows 7, Vista, and XP users : Click Start , right-click Computer , and then click Properties . c. A window will appear with the name of your computer and a list of files. (If you don't see the files, click the name of your computer.) The name of your Windows Phone 8 should be listed under Portable Devices. If Windows Phone was incorrectly installed, it may be listed with a yellow exclamation mark. Or, it may be listed under Other Devices as a USB device or an unknown device. d. Double-tap or double-click Windows Phone (under Portable Devices) or the unknown device to open the Properties window. e. On the Driver tab, tap or click Uninstall . f. In the pop-up box "Confirm Device Uninstall," select "Delete the driver software for this device" and then tap or click OK . g. Return to the Device Manager window. Tap or click the Action menu, and then tap or click Scan for hardware changes . h. Open Portable Devices, double-tap or double-click the name of your Windows Phone, and then click the Driver tab. Note If you don't see your phone's name, tap or click the unknown device that is listed under Other Devices, and then tap or click the Driver tab. i. Tap or click Update Driver . j. Tap or click Browse my computer for driver software . k. Tap or click Browse , locate the C:\Windows\Inf\ folder on your computer, and then click OK . l. Click Next and if you're prompted, click Install . You may only be given a Close option. m. After the driver installation is complete, close the open windows until you exit the Device Manager. Restart your computer if you're prompted. To manually download and install the Windows Phone driver: a. Go to (http://catalog.update.microsoft.com) . b. Search for "windows phone winusb". You should find "Windows Phone - Other hardware - WinUsb Device". c. Tap or click Add in the right-most column. d. ap or click View basket (just below the search box). e. On the "Updates in your basket" screen, tap or click the Download button. Tap or click the Browse button and select a convenient location, such as your Desktop or the Downloads folder, to save the file. Tap or click Continue , and then tap or click Close when downloaded. f. Browse to the file you downloaded (which may be contained in a folder called "Windows Phone - Other hardware - WinUsb Device") and then double tap or double click it. g. Double tap or double click the file winusbcompat.cat . Select a location (such as the Desktop) to extract the file. h. Repeat the steps under Update your Windows Phone 8 driver above, but when you reach Step K, browse to the file you just saved instead of the C:\Windows\Inf\ folder.   4. Validate that you are using the correct synchronization client for your operating system The app you'll use depends on the kind of computer that you have, and what you'd like to do. If you have Windows 7 or Windows 8 , plug your phone into your computer with the USB cable that came with your Windows Phone and your computer will tell you how to get the right app. Most versions of Windows (excluding Windows RT ) allow you to connect to your Windows Phone by using Windows Explorer, which you can use to validate that you have an active connection or to copy content and media between your phone and your computer (excluding DRM content). If you use a Mac , use the (http://www.windowsphone.com/en-US/how-to/wp8/windows-phone-app-for-mac) . If your phone does not automatically direct you to the appropriate application to use, see the article (http://www.windowsphone.com/en-US/how-to/wp8/music/sync-music-ringtones-and-podcasts-using-my-computer) for more information. 5. Uninstall/Reinstall your Synchronization client To uninstall and reinstall your sync app: For the Windows Phone app for desktop ( Windows 8, Windows RT , or Windows 7 ): a. Open the Control Panel: Windows 8 and Windows RT users : On the Start screen, type Control Panel and then select it. Windows 7 users : Click the Start button and then click Control Panel . b. Tap or click Uninstall a program . c. Select the Windows Phone app and then tap or click the Uninstall button. d. Reinstall the Windows Phone app for desktop. You can download the app from the link provided on the following page: (http://www.windowsphone.com/en-US/how-to/wp8/windows-phone-app-for-desktop) For the Windows Phone app ( Windows 8 or Windows RT ): a. On the Start screen, right-click the screen or swipe in from the top or bottom edge to see the app command bar, and then tap or click All apps . b. Right-click the Windows Phone app, and then tap or click Uninstall . c. Reinstall the app from Windows Store or from the following site: (http://apps.microsoft.com/windows/en-US/app/windows-phone/0e0fbaf6-fd99-4046-b494-9ce469ae3009) Assistance Get help from the knowledgeable Windows Phone Community. View other helpful articles and contact information. Applies to • Windows Phone 8 for Consumers Source:  Source URL :

On This Page Summary This article provides answers to frequently asked general usage questions about Pandora on Windows Phone 8. More information How to use Pandora What is Pandora / I am not sure how Pandora works. For more information about how to use Pandora, go to the Pandora website. (http://help.pandora.com/) Create a station To create your own station, enter an artist, song, or composer in the Search box in at the top of the Pandora app. We'll create a radio station featuring that music and more like it. You can also try one of our Genre Stations by swiping to the genre tab and selecting a genre. Start a station based on the currently playing artist by going to the Now Playing page and choosing start a new station from the app bar menu. You can create up to 100 personalized stations for your enjoyment. Genre Stations Pandora has many genre stations for you to explore. To access the genre stations, swipe to the Genre tab on the home page of the Pandora app. You can access the complete list of genre stations there. Thumbs Pandora's goal is to only play music you love. Tapping "thumbs-up" tells Pandora "you like this track" and helps to bring in more tracks like it to your station. Tapping "thumbs down" tells us not to play this track. Adding Variety Press and hold on a station to show the context menu. Tap Add Variety . Type in the name of another artist, track, or composer you like and we'll add music with similar musical qualities to the station. Shuffle Shuffling your stations provides a more diverse mix of music by randomly playing songs from the stations in your list. Tap Shuffle at the bottom left of the Recent Stations page or at the top of your full station list to enter this mode. You can press and hold Shuffle to get options for customizing which stations are included as part of the shuffle. To turn Shuffle off, simply select a station from your station list. Signing out of Pandora You can sign out of Pandora by tapping Settings and then Sign out in the app bar options on the Pandora home page. Pinning stations to home screen You can pin stations by pressing and holding down a station on the Recent Stations page and choosing the pin option, or by choosing the menu option on the Now Playing page. Getting the application to run in Kid's Corner Tap Settings , then Kid’s Corner , and then select Pandora . Pandora will now be available in Kid's Corner and will filter all explicit content while playing! Accessing details about the currently playing song Tap the album art in the Now Playing page to see more details about the song being played. Bookmarks You can bookmark a song by selecting Bookmark in the menu on Now Playing. You can later review all your bookmarks by going to (http://www.pandora.com) . Troubleshooting I get an error that says my postal/zip code is invalid when I try to register my account. Currently, Pandora is only supported in the United States, Australia, and New Zealand. If you are not in one of these locations you will not be able to register.  Make sure the country/region on your phone is set correctly under Settings , Region + language , System locale . Pandora uses that location when setting up the account on your phone. Streaming issues/Audio is skipping If you have problems streaming audio, or the audio is skipping, try streaming at a lower quality audio, especially if you are using a low bandwidth network. You can access this setting by tapping Settings and then Advanced and turn off higher quality audio option. Network errors If you have trouble connecting to the service, here are a few things you can try: • Make sure you have a network connection. Check your cellular data network and/or wireless network to make sure it is working. • Try restarting Pandora. • Power down the phone and then power it up again. Applies to • Windows Phone 8 for Consumers Source:  Source URL :