Troubleshooting for Nokia products

You may experience one or more of the following symptoms:

•	You are do not see or are unable to enable Text message backup in Messaging settings, and text message backup does not work on Windows Phone 8.
•	You have problems syncing contacts from your Microsoft account. Your Messenger friends, contacts that you follow on Twitter, or are connected to on LinkedIn, are not displayed in your People Hub > All section.
•	You do not see Messenger friends available to chat with. When you try to set your chat status to Available in the online section of the Messaging hub on your Windows Phone you may see the following: No one is online Note This behavior is for Messenger friends only. Facebook friends appear as usual.

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This happens when your phone's primary Microsoft account (formerly Windows Live ID) is a Live@edu account.

Windows Phone uses your Microsoft account to communicate with services such as Messenger, Twitter, and LinkedIn. But Live@edu accounts can't sync contacts to Windows Phone. And because the experiences listed in this article's Symptoms section depend on accessing your contacts or other services for them to work correctly, this means some functions like chat, contact syncing, or text message backup won't work if you're using a Live@edu account.

Note Windows Phone communicates directly with Facebook to retrieve contacts (instead of going through your Microsoft account like it does for Twitter and LinkedIn). This means that Facebook features such as Facebook chat and being able to see your friends in the People Hub will work as usual.

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At the moment, there are no solutions for Live@edu accounts with these symptoms. However, your Live@edu account may be migrated to Office 365 for education in the future. An Office 365 for education account will not experience the same limitations. For more information on whether or not your Live@edu account will be migrated, contact your Live@edu email administrators.

To learn more, read Live@edu Upgrade to Office 365 for education on the Microsoft Office 365 wiki. (This site not available in all languages.)

To change the primary Microsoft account that you use to access these features, you will have to reset your phone to its original factory settings, and then sign in with a new Microsoft account.

To learn more, the following articles:

•	To change your primary Microsoft account: 2430020 (http://support.microsoft.com/kb/2430020) How to change the Microsoft account on your Windows Phone
•	To change your Xbox gamertag: 945419 (http://support.microsoft.com/kb/945419/ ) Change the Microsoft account associated with your Xbox gamertag
•	To reset your Microsoft account: 2606900 (http://support.microsoft.com/kb/2606900#reset) Your Windows Phone doesn't work or respond as expected Important notes • When you reset your phone, you erase all personal data and restore your phone to the state it was in when you purchased it. In other words, you are wiping your phone clean. • 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 the Zune software, purchased apps, and saved games.

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When you view your Zune Social inbox, you see a new message notification. When you view your inbox, however, no message appears.

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This happens when you have items in your cart.

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As soon as you have taken action on the items in your cart, the message will disappear.

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When signing in or playing content from the Zune Marketplace on your computer, you receive one of the following error messages:

Error message 1

Error message 2

Error message 3

Error message 4

Error message 5

Error message 6

Error message 7

Error message 8

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These error messages are received when the Windows Digital Rights Management (DRM) system on the computer is corrupted.

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Note To complete the following steps, you must be logged in as an administrator on the computer.

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Step 1: Upgrade security component

1.	Visit the following Microsoft website, click the Upgrade button, and then follow any instructions on your screen to upgrade the security component: Security component upgrade Note If the Upgrade button is grayed out on your screen, follow the instructions in Manually upgrade your security component.
2.	When finished with this upgrade, try signing in to Marketplace or playing your content again to see if the problem is fixed. If not, go on to Step 2, Fix it for me.

Manually upgrade your security component

Use this method if the link above didn't work or you. To perform these steps, open Internet Explorer.

1.	Click Tools, and then click Internet Options.
2.	On the General tab under Browsing History, click Delete.
3.	Click all checkboxes in the window and click Delete.
4.	Click the Security tab, click Trusted Sites, and then click the Sites button.
5.	In the Search box, type *.microsoft.com, click Add, and then click Close.
6.	Under the Security tab, click Custom Level.
7.	Under Reset custom settings, select Low, and then click Reset.
8.	Click OK.
9.	Click the Privacy tab.
10.	Click the Sites button.
11.	In the Address bar, type *.microsoft.com, and then click Allow.
12.	Click OK.
13.	Close all browser windows.
14.	Try signing in to Marketplace or playing your content again to see if the problem was fixed. If not, go on to Step 2: Reset the DRM.

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Step 2: Fix it for me

Note You do not have to perform Step 2 if Step 1 fixed the problem.

You may be able to resolve this problem automatically. Click the Fix this problem link. Then, click Run in the File Download dialog box and follow the steps in this wizard.



Notes:

•	This wizard may be in English only. However, the automatic fix also works for other language versions of Windows.
•	If you're currently not on the computer with the problem, you can save the automatic fix to a flash drive or a CD. Then, you run it on the computer with the problem later.

After you run the Fix it, the licenses should automatically refresh, and you should be able to play protected content.

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When you connect your Zune device or you sync content with the Zune software, you receive the following error message:

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Try one or more of the following until the issue is resolved.

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Update the Zune software

Before you connect the Zune device, update the Zune software that is installed on your computer. To do this, start the Zune software, click Settings, click software, click GENERAL, and then click CHECK FOR UPDATES.

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Restart the Zune player

Restart the Zune player. Follow the instructions for the kind of player that you have:

•	Zune HD player: Press and hold the On/Off button for about 10 seconds until the player restarts.
•	Non-touchscreen Zune player: Set the Hold switch to the unlocked position, and then press and hold the Back button as you press the top of the Zune pad. When the Zune device starts to restart, you can release the buttons.

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Update the Zune device to the current device software

To do this, connect the Zune device to a computer that has the current Zune software installed, and then update the device to the current device software. For more information, click the following article number to view the article in the Microsoft Knowledge Base:

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Erase the Zune device, and then resync the content

1.	Start the Zune software on the computer.
2.	Connect your Zune device by using the Zune Sync Cable.
3.	Click Settings, and then click device. Click SYNC OPTIONS, and then click ERASE ALL CONTENT.
4.	When you receive the following message, click Yes: Please Confirm. Are you sure you want to erase the contents of the connected Zune? The "Erase All Content" message will be displayed. This process may take several minutes. Do not move or disconnect the Zune device until the message disappears. For more information about how to erase your Zune device, click the following article number to view the article in the Microsoft Knowledge Base: 926917 (http://support.microsoft.com/kb/926917/ ) How to erase all content from your Zune device

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When you try to synchronize a Microsoft Windows Mobile-based device by using Microsoft Exchange ActiveSync together with Microsoft Exchange Server 2003, Microsoft Exchange Server 2007, or Microsoft Exchange Server 2010, synchronization is not successful. Additionally, you receive one of the following error messages:

Error message 1

Error message 2

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This issue occurs because an intermediate certification authority (CA) certificate is not present on the device or on the server with which you are synchronizing, and this server is running Exchange Server.

Windows Mobile-based devices do not generally contain intermediate CA certificates in their certificate store. Internet Information Services (IIS) sends the whole certificate chain to the device. However, IIS does this only if it can verify the whole chain. By default, the device does not contain these certificates. Therefore, the server must send them. The device must contain only the root certificate in its certificate store.

Frequently, this issue occurs with GoDaddy certificates because either the root CA certificate or the intermediate CA certificate is missing from the certificate store on the server that is running Windows Server 2003. For more information, visit the following website: Frequently, this issue occurs with VeriSign certificates because the intermediate CA certificate is expired in the certificate store on the Windows Server 2003 server.

For more information, click the following article number to view the article in the Microsoft Knowledge Base:

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To resolve this issue, use one of the following methods, as appropriate for your situation.

Note To obtain the information about the certificate that you are using, type the Microsoft Office Outlook Web Access URL for the server into the address bar for Windows Internet Explorer, and then click the lock icon. You may have to export one or more of the certificates in the “Certification Path” to complete the remaining steps. Additionally, you may be able to obtain these files and more specific instructions from your certificate vendor.

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Method 1: Use a Group Policy configuration

Use a Group Policy configuration to distribute certificates that will be trusted by all member computers of the domain. For more information about how to add a trusted root CA to a Group Policy Object (GPO), visit the following Microsoft website:

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Method 2: Manually install certificates on Exchange Server

1.	Use an account that has Domain Administrator credentials to log on to the Exchange Server that is used for Outlook Web Access. Frequently, this server will be the front-end server.
2.	Click Start, click Run, type mmc.exe, and then click OK.
3.	On the File menu, click Add/Remove Snap-in.
4.	Click Add.
5.	Click Certificates, and then click Add.
6.	Click My user account, and then click Finish.
7.	Click Add, click Computer account, click Next, and then click Finish.
8.	Click Close, and then click OK. The list of certificate categories for the local computer appears in the snap-in window.
9.	Expand Certificates - Current User, right-click Intermediate Certification Authorities, point to All Tasks, and then click Import.
10.	Verify that all certificates in the chain are in the Intermediate Certification Authorities container. Also verify that no certificates are disabled or expired.
11.	If a certificate is missing, point to All Tasks, and then click Import. Use the wizard to import the file that you obtained from your CA.
12.	Expand Certificates - Local Computer, right-click Intermediate Certification Authorities, point to All Tasks, and then click Import.
13.	Use the wizard to import the file that you obtained from your CA. Note The root certificate will be in the Third Party Root Certification Authorities container instead of in the Intermediate Certification Authorities container.
14.	Repeat steps 9 through 13 for the trusted root CA certificate.
15.	Restart the IIS service for the changes to take effect.

Notes

•	Make sure that the certificates are installed for the local computer account.
•	The certificates do not have to be installed on the device if the certificates are installed on the servers with which you are synchronizing.
•	You can use the SSLChainSaver utility to determine which certificates are missing. For more information about the SSLChainSaver utility, visit the following Microsoft website: http://blogs.msdn.com/windowsmobile/archive/2006/08/11/sslchainsaver.aspx (http://blogs.msdn.com/windowsmobile/archive/2006/08/11/sslchainsaver.aspx)

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Exchange Server 2003 and Exchange Server 2007 require you to add the trust chain to the administrator account and to the local computer accounts. A trust chain can have more than one intermediate CA. After you add the trust chain, the certification path is available to Exchange Server to send to the device. This allows for S/MIME to work successfully.

The information and the solution in this document represents the current view of Microsoft Corporation on these issues as of the date of publication. This solution is available through Microsoft or through a third-party provider. Microsoft does not specifically recommend any third-party provider or third-party solution that this article might describe. There might also be other third-party providers or third-party solutions that this article does not describe. Because Microsoft must respond to changing market conditions, this information should not be interpreted to be a commitment by Microsoft. Microsoft cannot guarantee or endorse the accuracy of any information or of any solution that is presented by Microsoft or by any mentioned third-party provider.

Microsoft makes no warranties and excludes all representations, warranties, and conditions whether express, implied, or statutory. These include but are not limited to representations, warranties, or conditions of title, non-infringement, satisfactory condition, merchantability, and fitness for a particular purpose, with regard to any service, solution, product, or any other materials or information. In no event will Microsoft be liable for any third-party solution that this article mentions.

Visit our Windows Phone Forums (http://social.microsoft.com/Forums/en-US/category/windowsmobile/) for more helpful hints and ideas.

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When you try to install the Zune software, you receive one of the following error messages:

Error message 1

Error message 2

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This problem occurs because the Windows Update setting is not updated to Microsoft Update.

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Install system updates

To resolve this problem, install system updates from Microsoft Update.

Windows XP

To obtain the latest updates for Windows XP, please visit the following Microsoft website: If Windows Update is disabled, you must manually install Windows Update. To do this, follow the instructions in this Microsoft Knowledge Base article: Windows 7 and Windows Vista

To obtain the latest updates for Windows 7 or for Windows Vista, visit the following Microsoft website and install the file specific to your computer under the "How to obtain the latest Windows Update Agent" section. Note: If you are running a pre-release version of Windows 7 (build 7600 or earlier), you must update to the released version of the operating system. To check your version of Windows, visit the following website:

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For more information about the Zune software and Windows Service Pack 2, see the following Knowledge Base article:

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You receive one of the following error messages when you try to access Marketplace: 

•	Marketplace could not connect to the server. Please check your data connection and try again.
•	Windows Marketplace for Mobile cannot connect. There may be a problem with the Marketplace service right now. Check your Internet connection and try again.

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The Marketplace for Mobile service was discontinued on May 22, 2012.

Starting on this date, you will no longer be able to browse, buy, or download applications directly on your Windows Mobile 6.x phone by using the Windows Mobile 6.x Marketplace application and service.

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Note This is a "FAST PUBLISH" article created directly from within the Microsoft support organization. The information contained herein is provided as-is in response to emerging issues. As a result of the speed in making it available, the materials may include typographical errors and may be revised at any time without notice. See Terms of Use (http://go.microsoft.com/fwlink/?LinkId=151500) for other considerations.

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When you use ActiveSync to synchronize a Microsoft Windows Mobile-based mobile device to Microsoft Exchange Server 2003, you receive the following error message:

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This problem occurs if the following conditions are true:

•	You have not enabled certificate-based authentication for Exchange ActiveSync.
•	The Ignore Client Certificates option under the Client certificates setting is not enabled in the Iisadmpwd virtual directory.

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To resolve this problem, configure the Client certificates setting in the Iisadmpwd virtual directory to Ignore client certificates. To do this, follow these steps:

1.	Start Internet Information Services (IIS) Manager.
2.	Expand Server_Name (local computer), expand Web Sites, and then expand Default Web Site.
3.	Right-click Iisadmpwd, and then click Properties.
4.	On the Directory Security tab, click Edit under Secure Communications.
5.	Under Client certificates, click Ignore client certificates, and then click OK two times.

Note This is the default configuration.

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Visit our Windows Phone Forums (http://social.microsoft.com/Forums/en-US/category/windowsmobile/) for more helpful hints and ideas.

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