Troubleshooting for Nokia products

You need to have the Nokia Suite application installed on your PC.

To download and install Nokia Suite, visit your local Nokia website www.nokia.com/nokiasuite.

Once you have Nokia Suite installed on your computer, please do the following:

1. Start Nokia Suite.
2. Connect your phone to computer via USB cable or select Tools > Add new phone > Use bluetooth instead
3. Follow the on-screen instructions.

For more detailed information please watch the tutorial video from Nokia Care.

From 2013, the new Nokia Asha/S40 phones do not support Nokia Suite or PC suite. Instead, they use the Nokia Connectivity Cable Driver.

If your device isn't recognized by PC when plugging via USB cable, try the following actions to recover:

1. Check that you are using the original Nokia USB cable and that the cable is properly connected to the phone and PC.
   
2. Disconnect the mobile device and connect it again.
3. Remove the battery, insert it back again and restart your mobile device. In phone models with integrated battery, press the  power button for around 10 seconds
   
4. Restart your PC.
5. Try connecting to another USB port on your PC. Connect the phone directly to your PC instead of connecting e.g. via a USB hub.
   
6. In Symbian devices, try selecting another connection mode in your mobile device (e.g. Nokia Suite/PC Suite, Mass Storage, Media Transfer). Note that when connecting to Nokia Suite, you need to select Nokia Suite/PC Suite mode (check the connection mode in Settings > Connectivity > USB).
   
7. In some Symbian devices, if having copied a large number of files (> 4000 files) in Media Transfer USB mode to the device, the PC connection may not succeed any more. If this happens, try deleting files with File Mgr. application to decrease the number of files below 4000.
8. If running Nokia Suite in the PC, check that the latest Nokia Suite version is installed (check for updates in Nokia Suite Software Updates menu). Check also that your phone is compatible with Nokia Suite.
   
9. If Nokia Suite is not able to find your Symbian or S40 phone, try reinstalling Nokia Suite software in your PC.
   
10. If possible, check if your phone can be successfully connected to another PC.
    

If the above actions don't help, reset the device back to factory settings.

Check also that you have the latest device software version installed in your mobile device.

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.

This error is sometimes caused by a corrupted MDataStore.db3 file used by Nokia Music Player. This file will need to be deleted with Nokia Music Player closed. Then open the player and the datastore file will be rewritten by the application:

Close Nokia Music Player and delete the MDataStore.db3 file:

*The MDataStore.db3 file is also used by Nokia Suite to store user data, such as: SMS, calendar entries and contact information. Therefore, users of Nokia Suite are advised to backup any user data before removing the .db3 file.

- Vista and 7 C:\Users\<user>\AppData\Local\Nokia\Nokia Data Store\DataBase\MDataStore.db3
- XP C:\Documents and Settings\<user>\Local Settings\Application Data\Nokia\Nokia Data Store\DataBase\MDataStore.db3

Both of these locations are in hidden folders.  So, to view them users will need to: 
Open Windows Explorer > Tools > Folder Options > View > Show Hidden Files and Folders

Once Nokia Music Player is opened again the MDataStore.db3 file will be rewritten to this folder.

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.

If there is no response when tapping the touch screen, check the following:

1. Check that the device is not locked. When the device is locked, you must use the lock switch to unlock and wake up the screen.
2. If the device is not locked but only the display light time-out has expired and the display has dimmed (a situation which may occur if Keypad autolock feature has been disabled), the touch screen can be woken up by pressing any mechanical keys like menu key, volume keys, camera key or the lock key (lock key needs to be pressed twice because the first press of the key will lock the device).
3. If in a phone call, check that the proximity detector at the upper front corner of the device is not covered. The proximity sensor will lock the touch screen to avoid unintended touch screen actions during a phone call when placing the device next to your ear. Check that the proximity detector is not covered if trying to use the touch screen while a phone call is active. 
4. Remove the battery and reboot the phone.
5. If there is a memory card in the phone, try booting up without the memory card.
6. If your phone supports touch screen calibration, try to re-calibrate the touch screen (select Settings > Phone > Touch input > Touch screen calibration).
   

If the touch screen doesn't yet respond, try restoring the factory settings. If you cannot access the factory settings menu via the touch screen (Settings > Phone > Phone mgmt. > Factory settings), try entering the following reset commands via the keyboard. Before resetting the device, take a backup of your phone via Nokia Suite.

• *#7780# (try this first, it will do a soft reset).
  
• *#7370# (try this if the above command doesn't help, this command will do a hard reset).
  

If the touch screen is not yet working properly, take the phone to Nokia care point for inspection.

Nokia aims to have software updates available for every single phone and we share information about the latest software for different models on your local Nokia website (software update section in the support page). To find out if an update is available for you, just

• connect your phone to Nokia Suite and select Tools > Software updates
  or
• open the Software Update application on your phone. For most devices, you will find this application under Menu > Settings > Phone > Phone updates or Menu > Applications > (Tools >) SW Update. If you don't find the software update application from these locations, check the correct location from the user guide.

Update availability is influenced by many factors including existing Nokia device firmware version, country, and operator. It may be due to one of these variables, that there currently is no new firmware update available for your phone. For example if your mobile service provider hasn't approved the latest Nokia device firmware, it isn't available for that specific operator variant you are using but it can be available for a generic country version your friend is using.

New firmware may become available later, so it's best to setup your device in a way that it automatically informs you when a new software version is available. You can do this in the following way:

The phone notifies you if the phone memory is getting low. To free phone memory you have the following options:

• Move data that you want to keep to an alternative memory (mass memory or memory card, if available) or to a compatible computer.
• Remove data you no longer need.

Use File Manager or the respective application in your phone to remove data or to move data to alternative memory as described in the user guide. Typically you first mark files to be removed or moved and then you select the corresponding option (Delete or Move to folder).

Use Nokia Suite to move data to a compatible computer.

To maximize free spaces to your phone memory, you can remove or move the following:

• Messages from Inbox, Drafts and Sent folders in Messaging
• Retrieved e-mail messages from the phone memory
• Saved Web pages. Clear the web browser cache to free some phone memory (e.g. select Options > Clear privacy data > Cache).
• Saved images, videos, or sound files (in Gallery, Photos, Videos or Music player)
• Contact information (in Contacts)
• Calendar notes (in Calendar)
• Downloaded application packages
• If there are applications which are not needed any more, uninstall them with Application Manager
• Any other data that you no longer need

If you are deleting multiple items and any of the following notes are shown: Not enough memory to perform operation. Delete some data first or Memory low. Delete some data, try deleting items one by one (starting from the smallest item). After deleting data, restart (power off/on) your phone.

Tips: Use the memory card or mass memory instead of phone memory in the Camera or other applicable applications in case the selection is available (e.g. via Options > Settings > Memory in use).