Troubleshooting for Nokia products

The application intended for Nokia N9 is Nokia Link. If you wish, you can use the latest version of Nokia Suite as well (v3.5 or later). Download and install Nokia Suite from your local Nokia website.

Some features working with other phones are not supported with N9 e.g.:

MMS messages are not synced to Nokia Suite.

• To transfer MMS attachments to the PC: first save them to the device gallery and then sync with Nokia Suite.

Music Playlists cannot be synced.

• Playlists on the device are not displayed in Nokia Suite.

Contact groups cannot be synced.

• Contact groups on the device are not displayed in Nokia Suite.
• Contacts that belong to a group are still synced.

Some limitations with support plugin (Phone info and tools).

• Battery and network levels not displayed.
• Active connections not displayed.

Nokia Maps Suite 2.0 and its components (e.g. Maps 3.09) cannot be uninstalled. You can, however, revert to the original Maps version by reinstalling the Nokia Belle software to your phone via Nokia Suite. Connect your phone via USB to PC and select Software updates > reinstall in Nokia Suite to reinstall Nokia Belle.

If you later on want to install Nokia Maps Suite again, you can find the application at Nokia Store.

You can send feedback from Nokia Suite, just open Help > Send feedback and fill in the form. The log files will be included.

Instructions for collecting log files for Nokia Suite:

1. Enable log gathering by checking Start collecting logs in Tools > Options > General.
2. Disconnect your device from your computer and exit Nokia Suite from File > Exit.
3. Reopen Nokia Suite and reconnect your device.
4. Try to reproduce the error and click Help > Send feedback in Nokia Suite menu and fill in the description of the bug. Log files and system information will be automatically included in the feedback. You can also add screen shots and other files by choosing Add file (maximum size 5 MB).
5. If you have already discussed the bug in discussion forum, add also the discussion forum thread link and your username in feedback field.

This error code implies that some of your sync operations have failed with the end point.

Most of the times this has been encountered with ovi.com sync. You will also have the same error in case you sync contacts with Outlook and disconnect your device in a middle of the session (example sync between Outlook and Nokia Suite is successful but sync between Nokia Suite and device fails).

Try the following solution to fix the problem with syncing:

1. Open Nokia Suite.
2. Select Tools > Options > My phones
3. Use Phone options dropdown to select the device and then press Remove this phone.
4. Once all devices are deleted, Reboot the computer, open Nokia Suite, connect the phone and select Add new phone.

Some more things to check:

• Your phone and computer are properly connected and the Anti-virus application settings does not impair the operation.
• Connect the phone to your computer with a USB cable that came in the sales package.
  
• Connect your USB cable directly to the PC do not use a USB Hub.
  

The PC Suite applications for your Nokia phone are displayed on the right hand side of the main PC Suite window as icons —this area is known as the application bar. To use an application, click its icon. For information on using an application, see the online help.
Availabe application:

• Backup/Restore
• Synchronize
• Connect to the Internet
• Contacts
• Messages
• Calendar
• File Manager
• Store Images
• Transfer Videos
• Install Applications
• Explore Music
• Update Phone software
• Download Map

If the automatic update doesn’t work (in Nokia Suite select Tools > Software Updates), try to manually update by downloading the latest Nokia Suite version from www.nokia.com/nokiasuite.

This error message could be due to the following two scenarios:

1. The error message about your W: drive indicates that there’s not enough space left on your PC drive that Nokia Suite tries to load the update files to. Please free up space the drive mentioned.
2. You have mapped your default Users-folder to a network drive on your PC and are then getting the error, as Nokia Suite 3.3 does not yet support the handling of network drives for those cases. To solve the issue, open Nokia Suite and go to Tools > Options > My Phones. Scroll down there and change the default backup folder location to for example C:\temp (or any other folder on local drive). Then restart the update process.

Check the following:

1. Your Nokia Suite version is compatible with your device from your local Nokia website's support pages and install the newer one if available.
2. Your Nokia device is running the latest software. For downloads and assistance, go to your local Nokia website's support pages.
3. Bluetooth is activated on both devices (phone and PC).
4. You do not have a wireless headset connected. You cannot use Nokia Suite over Bluetooth when a wireless headset is connected.
5. With certain phone models, you cannot have a Bluetooth dial-up connection at the same time with Nokia Suite. Close the Bluetooth dial-up connection before using Nokia Suite over Bluetooth.
6. When using a Bluetooth connection, you have to authorise the connection between your Nokia phone and your PC. Do this by selecting Yes when the connection request appears on the phone's display. Alternatively, you can set your PC as authorised, which means that individual connections between your phone and your PC do not need a separate authorisation.  Do this as below:
   1. Go to the Bluetooth application and  Paired devices view on your phone
   2. Select  your PC in the paired devices list,  select Options and Set as authorised.
7. With certain phone models, you are able to block a Bluetooth device connecting to your phone. To unblock a device, open the Blocked devices tab, and select Options > Delete.
8. Make sure that both devices are near to each other.  The standard distance for Bluetooth connection is 10 meters.
   

It is normal that the phone loses connection during the reboot phase. If you wait for a while it will automatically reconnect to your PC. If you lose connection during the backup, installation or restore phase, please do the following:

1. Disconnect the USB cable from your phone
2. Press your phone’s power button for about 10 seconds
3. Reconnect the USB cable
4. Wait for the installation to continue 

Note: If this doesn’t solve your issues, try to connect your phone to another USB port on your laptop or to a USB port on the backside of your desktop PC. In some cases rebooting the computer also helps or using another PC to do the update.

Try also this:

1. Right click the Nokia Suite shortcut icon.
2. Then click Run as administrator.
3. Then continue your update.

If above does not help reinstall the Nokia Connectivity Cable Driver or Nokia Suite.

If you need to remove PC Suite (including all components), follow the steps below:

Note: close any PC Suite applications that are running before you begin.

Windows XP:

1. Click Start, point to Settings, then click Control Panel.
2. Double-click Add/Remove Programs.
3. Scroll through the list of installed applications, then click Nokia PC Suite
4. Click the Add/Remove button.
5. Click the Uninstall button from the Nokia PC Suite window, then follow the on-screen instructions until the setup wizard has completed removed the program.
6. Restart your computer to complete the removal process.

Windows Vista / Windows 7:

1. Click Start, then click Control Panel.
2. Click Programs, then click Uninstall a program.
3. Select Nokia PC Suite from the list of installed programs, then click Uninstall/Change.
4. Confirm that you want to remove the Nokia PC Suite program from your PC.
5. Restart your computer to complete the removal process.

If you cannot find a solution to your problem in the information above, you can also download and run Nokia PC Suite Cleaner 7.1 to make sure all traces of PC Suite are removed from your PC.