Troubleshooting for Nokia products

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 the 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.

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 you have forgetten 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 N9 and 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.
- 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 your local Nokia support web pages.

PAC (porting authorisation code) code:
- This code is used by some mobile network operators to facilitate mobile number portability. The code allows you to transfer your existing mobile phone number from one mobile phone network provider to another mobile phone provider so that if you change mobile phone networks you do not have to give everyone a new number. You can keep your existing mobile phone number.

This FAQ applies to Nokia Lumia phones with Windows Phone 7.

You need to have the appropriate software and the Zune PC app installed on your PC. To download and install the latest version on your PC, or to learn more about Zune, go to www.zune.net. 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 transferring, this may take a while.

Some music files can be protected by digital rights management (DRM). These songs do not appear in your Zune music collection and you can't sync them on your Lumia.

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

Nokia Symbian and series 40 phones, Android, Blackberry

1. Use a compatible USB data cable to connect your old phone to your PC.
2. Sync the desired content to your PC with the appropriate software, such as Nokia Suite, HTC Sync, or Samsung Kies. Note the folders where you synced the files.
3. Connect your new phone to your PC, and open Zune on your PC.
4. In Zune settings, make sure the folders are the same you used when syncing the content to your PC.
5. In Zune, select the desired music in your collection, and sync the music to your new phone.
   

iPhone

1. Use a compatible USB data cable to connect your new phone to your PC, and open Zune on your PC.
2. In Zune settings, select the same folder you have used when syncing with iTunes.
3. In Zune, select the desired music in your collection, and sync the music to your new phone.
   

Windows Phone

1. Use a compatible USB cable to connect your old phone to your PC, and open Zune on your PC.
2. Sync the desired content to your PC.
3. Connect your new phone to your PC.
4. In Zune, select the desired music in your collection, and sync the music to your new phone.
   

Syncing your music collection with a PC

1. With a USB cable
2. With a wireless connection.
   

Syncing music with an Apple Mac

If you are using an Apple Mac, download Windows Phone App from Mac App Store.

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.

You need to have the appropriate sync software and the Zune PC app installed on your PC. To download and install the latest version on your PC, or to learn more about Zune, go to xbox.com/live/zune. 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.

Some file formats, such as 3gpp, may not be transferred. Some third-party converter applications may be available to convert the files to a format that can be transferred.

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

Nokia Symbian and series 40 phones, Android, Blackberry

1. Use a compatible USB data cable to connect your old phone to your PC.
2. Sync the desired content to your PC with the appropriate sync software, such as Nokia Suite, HTC Sync or Samsung Kies. Note the folders where you synced the files.
3. When the sync is complete, connect your new phone to your PC, and open Zune.
4. In Zune settings, make sure the folders are the same you used when syncing with the sync software.
5. In Zune, select the content type in your collection, and sync the content to your new phone.

iPhone

1. Use a compatible USB data cable to connect your iPhone to your PC.
2. Select Import pictures and videos using Windows. Note the folders where you synced the files.
3. When the sync is complete, connect your new phone to your PC, and open Zune.
4. In Zune settings, make sure the folders are the same you used when importing the content to your PC.
5. In Zune, select the content type in your collection, and sync the content to your new phone.

Windows Phone

1. Use a compatible USB cable to connect your old phone to your PC.
2. Open Zune, and sync the desired content to your PC.
3. When the sync is complete, connect your new phone to your PC.
4. In Zune, select the content type in your collection, and sync the content to your new phone.

Transferring content with an Apple Mac

If you have an Apple Mac, you can use Windows Phone App (Mac OS) to sync your pictures and videos from your Mac to your new phone
 

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.

This FAQ applies to Nokia Lumia phones with Windows Phone 7.

How can I update my Lumia?

1. Install the Zune PC software 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 PC software does not start automatically when you connect your phone, start it manually.
4. In the Zune PC software, click Update Now. 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. If the battery level is low, charge the battery before starting the update.
   
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. Also check out this video (English) on YouTube with instructions for update.

Anything else I need to know?

If you get an error code, mark it down. To check what went wrong and what can you do to it, check this page.

In case there is a problem, try the Installing or updating your Windows Phone 7 software wizard. It provides step-by-step instructions to resolve the most common problems.

When you update your phone using the Zune software on your primary computer, we automatically back up your phone software and settings for safekeeping. Should there be any problems later, you can restore your phone to its previous state.

If you can't find a solution to your problem in the information above, you can also try our FAQ search or the Microsoft support pages.

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.

You can transfer your contacts, calendar entries, to-dos, pictures, videos, music and office documents to your Nokia Lumia with Windows Phone 7. 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 Lumia 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. The Contacts Transfer is on the main applications menu on your phone. If you do not have this app, you can download it from Store (formerly Marketplace).

For more information, watch the video (English) and learn how to copy contacts to your 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 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, please see the related article 'How can I transfer my contacts, calendar entries and to-dos to my Nokia Lumia phone?'. You can use the search field on this page to find this.

Media files
To transfer your media files, connect your phone to the computer with a compatible USB cable, and launch the Zune PC software. To download and install the latest version on your PC, or to learn more about Zune, go to xbox.com/live/zune.

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

For more information, please see the related articles:

'How can I transfer my pictures and videos to my Nokia Lumia phone?'
'How can I transfer my music to my Nokia Lumia phone?'

You can use the search field on this page to find those FAQ's.

Office documents
You can use SkyDrive cloud storage to transfer the Office documents.

To use SkyDrive, you need a Microsoft Account (formerly Windows Live ID). If you do not have a Microsoft Account account, you can create one at 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 Lumia. For more information about configuring the settings in your phone, see the user guide of your phone.

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.