Troubleshooting for Nokia Lumia 920

Nokia Link is a lightweight computer app with which you can move your music, photos, and videos easily between your Nokia N9 phone and a Windows or Mac computer.
You can also copy mobile content to your favourite applications on the computer, like Windows Media Player and iTunes.
And what is more, with Nokia Link you can quickly create a backup of your Nokia N9’s content, and later restore it if need be.

Supported operating systems: Windows 7 32-bit & 64-bit, Windows Vista, Windows XP, Mac OS X 10.6 Snow Leopard, Mac OSX Lion.

To download and install Nokia Link, go to the support page of Nokia N9.

This FAQ applies to Nokia Lumia phones with Windows Phone 8, and a computer running on Windows 7, Vista or Windows 8. If you have Windows XP use the search field on this page to find this related FAQ: What should I do if my Nokia Lumia phone is not recognized by a computer running Windows XP?

Preparations:

Start by disconnecting your phone and other USB devices connected to your PC. Exit the PC software, such as Nokia Suite, Zune and Windows Media Player, which can establish a USB connection at the background. Use Ctrl+Alt+Del to see and manage processes that are running on your PC.

Check that you have latest updates installed on your PC

Here are two options to follow (ensure that Administrative rights are available):

Option 1

1. Update your computer (with the phone connected) by going to www.update.microsoft.com (IE opens Windows Update automatically).
   
2. If an update WinUsb Device is found select it and click Install.

Option 2

1. Go to Microsoft Update download catalog page (link works only in IE) http://catalog.update.microsoft.com/v7/site/home.aspx.
   
2. Search for 'Windows Phone WinUSB'.
3. Add the driver to the download basket and press view basket to proceed checkout.
4. Download the file to your computer.
5. Extract downloaded .cab file with eg. Winzip.
6. In Device manager click 'Update Driver software', 'Browse my computer for driver software', search for the directory you extracted the files and click Next.
7. The "RM-xxx|Nokia Lumia xxx" will be replaced by "Windows Phone WinUSB"

Check your USB connection

Make sure that you are using the USB cable which was included with your phone. You may also try another port on the computer, but do not use a USB hub or the ports located on the front of your computer. Most versions of Windows (excluding Windows RT) allow you to connect to your Lumia with Windows Phone 8 by using Windows Explorer, which you can use to validate that you have an active connection.

Check and update your device driver

1. Click Start, right-click Computer, and then click Properties.
   
2. Click Device Manager, located in the left column.
   
3. A window will appear with the name of your computer and a list of devices. If you do not see the devices, click the name of your computer.
4. Connect your phone and swipe up on the home screen, and make sure it is unlocked. The name of your Nokia Lumia should be listed under Portable Devices.
   - If there is no entry in the Device Manager for your phone, your computer is not recognizing that the phone is connected to it. Start your phone without the micro-SD card (if your phone has micro-SD slot), once bootup has finished connect the USB cable, and try again. Also, you may try connection with another phone.
   - If the device status indicates that there is a problem, note the error codes indicated and continue to troubleshoot this issue by using the step 5.
5. Right-click the name of your phone and then click Update Driver Software. Select Search automatically for updated driver software, Windows does find a driver and installs it as WinUsb Device. After the driver installation is complete, close the open windows until you exit the Device Manager. If you are prompted to restart your computer, do so.

Confirm that your PC is able to communicate with Windows Update service through firewall(s).

1. On your PC, go into the Control Panel.
   
2. Open the Windows Firewall, turn the Firewall Off.
   
3. Connect your phone and then turn the Firewall back On.

You can also use the Windows Phone app, which is a free app for PC and Apple Mac. With the app, you can sync media content between your computer and your phone. This includes the music, pictures, videos, movies, ringtones, and podcasts on your computer that you want to copy to your phone. Windows 8 installs the app automatically. With Windows 7, you can download it from www.windowsphone.com. If you have a Mac, to download and install the Windows Phone app, go to the Mac App Store.