Troubleshooting for Nokia Lumia 920

Contact your operator immediately:

1. To block your SIM card.
2. To block your Nokia device (HW, IMEI code) to prevent it being used in the operator networks with any other SIM cards.  Note that not all operators provide this service (blocking device).

Note: Nokia customer support doesn't have the possibility to block the SIM card or the device, or track a stolen device.

To minimize the risks caused by the theft or loss of the device, there are some security features which you can enable in your device:

1. If your Nokia device supports phone autolock or security keyguard and you have turned it on, the phone cannot be accessed without entering a correct lock code. When enabling the autolock feature, it is important that you change the default lock or security code (12345) to your own lock code and don't forget this code.
2. Some Nokia devices support also remote locking. If you have enabled this feature, you can send a pre-defined text message to your device and lock it remotely. The device is locked if it is switched on and has your SIM card in it.

Note that the phone autolocking and remote locking cannot be enabled after the device has been lost, so it is important that you enable these security features already when taking the device in use.

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.

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.

1. If you have Nokia Lumia 505, 510, 610, 710, 800 or 900, download and install the Network Setup application which can be found in the Nokia Collection on Store (Marketplace). To set up Internet and MMS settings, start the app and select your network operator. If you see the APN editing option under Network Setup menu, tap on the Edit APN, and then select delete.
2. If you have any other Nokia Lumia phone, go to Settings > access point, and select your network operator.
3. Confirm with your network operator that you have an active mobile data subscription (access to internet) on your SIM card.
4. Enable the cellular data connection on your phone, go to Settings > cellular and switch Data connection to On.
5. Check that your data roaming is activated when you are not in your home network, go to Settings > cellular and select data roaming options.
6. If the data connection is lost, try reconnecting by switching Flight mode on and back off: Tap Settings > Flight mode. This resets the active data connection.
7. If you have Multi-SIM (two SIM cards of the same mobile phone number), note that SMS and MMS can only be received on your assigned “primary” SIM card.
8. If you have a known Wi-Fi network running in the background, this can trigger the Wi-Fi network connection to be established. In this case, tap Settings > WiFi and switch WiFi networking temporary off. 

The previous actions usually solve your problem. If it does not help, insert your SIM card in another device and retry. If it is working in another device, contact your network operator for Internet and MMS settings reconfiguration or you may need reset the phone to factory settings (Settings > about > reset your phone).

First, it is normal for the Nokia phone display to go blank during an update.

However, it may be that the PC update application Nokia Suite has lost contact with your Nokia phone and the phone display is suspended.

Do the following:

1. Disconnect the Nokia device from the USB cable and remove the phone's battery for 5 seconds. For phones with a non-removable battery (like N8-00 and E7-00), press the power button for 8 seconds until you feel it start to vibrate and wait for the phone to start up again (and skip the next step).
2. Re-insert the battery then press and hold the phone power button for 1 second.
3. Re-connect the Nokia phone to the USB cable and wait for 10 seconds.
4. Try Nokia Suite again

If there is still no response,   take your Nokia device to your nearest Nokia Care point. If the device is within its warranty period, Nokia will repair the device under the usual warranty terms and conditions.

Note: If the Nokia device is not within its warranty period, Nokia is not liable for any loss as defined within the End-User Software Agreement.