Troubleshooting for Nokia products

Nokia aims to have software updates available for every single phone and we share information about the latest software for different models on your local Nokia website (software update section in the support page). To find out if an update is available for you, just

• connect your phone to Nokia Suite and select Tools > Software updates
  or
• open 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 locations, check the correct location from the user guide.

Update availability is influenced by many factors including existing Nokia device firmware version, country, and operator. It may be due to one of these variables, that there currently is no new firmware update available for your phone. For example if your mobile service provider hasn't approved the latest Nokia device firmware, it isn't available for that specific operator variant you are using but it can be available for a generic country version your friend is using.

New firmware may become available later, so it's best to setup your device in a way that it automatically informs you when a new software version is available. You can do this in the following way:

Perform the following steps (until the solution is found):

1. Turn off your Nokia phone and remove the SIM card .
2. Turn on your Nokia phone (without SIM card).
3. Turn off your Nokia phone and reinsert the SIM card .
4. Turn on your Nokia phone. Retry.
5. Restore the original factory settings on your Nokia phone. For information how to do this, see your Nokia phone's user guide. Retry.
6.  Contact your network operator for the correct SMS settings.

Dropped calls or low sound quality during calls can result from low signal strength or momentary gaps in network coverage, either at your end or the other end of the connection.

Check the following:

• Check the signal strength that is indicated by the signal indicators at the left side of the Nokia phone's display. These indicators move up as the strength of the signal increases and down as the signal decreases. If there is no network coverage at all, check if you have set your device to use 3G (UMTS) instead of the dual mode (enables 2G network access if 3G is not available).
• To increase your Nokia phone's signal strength, try moving your Nokia phone slightly, or move towards a window if you're calling from inside a building.
• Try your SIM card in another phone to make sure that it is not an issue in your phone.
• If you continuously experience low signal strength in a certain area, it may be that network coverage is insufficient there. Your network operator can provide you with more information on network coverage.
• If you believe that the problem may be with your Nokia phone instead of the network, contact your local Nokia Care point for inspection.

Your device is locked to use a certain operator network and does not accept SIM cards from other operators. For assistance on how to unlock your device, contact the operator that the device is restricted to. Nokia cannot provide such a code.

The obligation to use device only in predetermined networks is done between the operator and the customer when the device is purchased. Nokia can’t dissolve this agreement between operator and customer.

The phone notifies you if the phone memory is getting low. To free phone memory you have the following options:

• Move data that you want to keep to an alternative memory (mass memory or memory card, if available) or to a compatible computer.
• Remove data you no longer need.

Use File Manager or the respective application in your phone to remove data or to move data to alternative memory as described in the user guide. Typically you first mark files to be removed or moved and then you select the corresponding option (Delete or Move to folder).

Use Nokia Suite to move data to a compatible computer.

To maximize free spaces to your phone memory, you can remove or move the following:

• Messages from Inbox, Drafts and Sent folders in Messaging
• Retrieved e-mail messages from the phone memory
• Saved Web pages. Clear the web browser cache to free some phone memory (e.g. select Options > Clear privacy data > Cache).
• Saved images, videos, or sound files (in Gallery, Photos, Videos or Music player)
• Contact information (in Contacts)
• Calendar notes (in Calendar)
• Downloaded application packages
• If there are applications which are not needed any more, uninstall them with Application Manager
• Any other data that you no longer need

If you are deleting multiple items and any of the following notes are shown: Not enough memory to perform operation. Delete some data first or Memory low. Delete some data, try deleting items one by one (starting from the smallest item). After deleting data, restart (power off/on) your phone.

Tips: Use the memory card or mass memory instead of phone memory in the Camera or other applicable applications in case the selection is available (e.g. via Options > Settings > Memory in use).

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 you have forgetten or you have lost 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.

All Nokia phones are tested for heat tolerance in accordance with industry and government standards. All models meet industry standards before they are offered for sale. Only Nokia models that meet heat tolerance standards are on the market.

Many phones may seem warm to the user, like most battery-powered devices during excessive use. Higher level phones such as 3G phones, or phones operated in many modes at the same time, such as phone, internet and GSM, will seem warm to the user. Warming may also happen during charging or when listening to music for a longer time, for example. Certain phones only used in talk mode may also seem warm to the individual user.

However, the heat level on all Nokia models is within the safe range. The phone does not require repair since it is operating safely in the manner designed to operate.

 No, only the operator can provide the unlock code.

SMS message may get converted to MMS message in the following situations:

1) When sending a long SMS message

In some devices the message type gets converted from SMS text message to MMS multimedia message if the message length exceeds the device-specific setting which is typically 5 - 10 SMS submessages (around 760-1520 characters). If the message is longer, it is converted to MMS to avoid potential issues in handling long text messages in the recipient device. The cost of a SMS message consisting of several concatenated submessages may also be higher than the cost of a single MMS message.

The conversion from SMS text message to MMS multimedia message occurs when the automatic message type is selected in the message options. This is the default mode where the device tries to automatically select the best mode for the message.

The conversion from SMS to MMS can be avoided by selecting Options > Sending options > Message type > Text when in the Text message window writing the message. The message is then always sent as SMS text message and no conversion to MMS occurs.

The maximum number of concatenated SMS submessages can be up to 10 (around 1520 characters). In multimedia mode the message length can be longer.

2) No phone number defined in user contact information

If sending SMS to one or more recipients and one of the potential recipients has only email address and no phone number, the SMS will be converted to MMS. This is independent of the number of the potential recipients.

In order to avoid the conversion to MMS, remove from the recipient list the contacts which don't have a phone number defined.