Troubleshooting for Nokia products

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 you cannot connect the headset to the compatible phone, proceed as follows:

• Make sure that the Bluetooth feature is activated on the compatible phone.
• Make sure that the headset is switched on and paired with the compatible phone.
• Make sure that you have disconnected the previous Bluetooth connection from the phone.
• Check that the headset is within 30 feet (10 meters) of the phone and that there are no obstructions, such as walls, or other electronic devices between the headset and the phone.
• The pairing information list of the headset may be full. The headset can store the information of up to 8 phones at a time. If the list becomes full, reset the headset to the original settings (for detailed information on how to reset your headset, see the User Guide of the headset).
• If the headset does not automatically reconnect to the default or last user phone, press and hold the Answer/End key.

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.

 If you cannot find or connect to another device using Bluetooth, check the following:

• Both devices have the Bluetooth turned on.
• The other device is not in Hidden mode, check this in Bluetooth application My phone's visibility.
• The distance between the two devices is not over 10 meters (33 feet) or there are no walls or other obstructions between the devices.
• You can try to turn off the Bluetooth in both devices and reconnect.
• Restart your device and retry.
• Make sure your device is running the latest software. For downloads and assistance, go to your local Nokia website's support page.
• Note: If the device you try to connect is made by other manufacturer, make sure it is compatible with your device in terms of Bluetooth standard. You may need to contact the manufacturer of that device for more assistance. To find out the Bluetooth version of your device, go to your local Nokia website, select the support page of your device and see the product technical specification.   

If the problem persists after the above actions, contact your local Nokia Care Point.

Do the following: 

• Check that the SIM card is inserted properly.
• Check the signal strength that is indicated by the signal indicators at the left side of the Nokia phone's display. To increase your Nokia phone's signal strength, try moving your Nokia phone slightly, or move towards a window if you're calling from inside a building.
• If there is no network coverage at all, check the following:
  • you have not set your device to use 3G (UMTS) network only, use the dual mode (2G/3G) instead.
  • your phone is not in Offline or Flight mode.
• Restart your phone and recheck.
• Restart your phone to factory settings as described in your phone's user guide. Recheck.
• If you continuously experience low signal strength in a certain area, it may be that network coverage is insufficient there. Your network operator can provide you with more information on network coverage.
• If you believe that the problem may be with your Nokia phone instead of the network, contact your local Nokia Care point for inspection.

In case you use a device with integrated GPS receiver, please have a look into the manual of your device on the location of the GPS receiver. When using the GPS receiver, hold it upright in your hand at an angle of approximately 45 degrees, with a clear view of the sky. Make sure that your hand does not cover the GPS receiver. The time it takes to establish a GPS connection may vary between a few seconds and several minutes. Establishing a GPS connection in the car may take longer.

We recommend that you make use of Assisted GPS (A-GPS) to speed up the connection time for your GPS. A-GPS uses your mobile internet connection to connect to a Nokia server that tells your device which GPS satellites it will be able to connect to, substantially reducing the time taken to get a GPS fix.

If no satellite signal is found, consider the following:

• Check that your hand does not cover the GPS receiver.
• If you are indoors, go outdoors to receive a better signal.
• If you are outdoors, move to a more open space.
• If the weather conditions are bad or you are behind UV protected or heated windscreen, the signal strength may also be affected.

Note: The GPS operations take their power from the battery. Using an internal GPS receiver or a Bluetooth connection to an external GPS receiver may drain the battery faster.

The calling phone number may not match with a contact name and the name is not shown in the following situations when an incoming call or SMS arrives:

• The contact is defined twice in the Contacts application (e.g. if both Phone memory and SIM memory contacts have been selected to be displayed in Contacts settings and the same contact is found in both of them).
• The same phone number is defined for two or more contacts.
• The phone number in Contacts application is in different format than the number received in the incoming call. The phone number may have been stored in local format while the incoming call number is in international format (including country prefix), or vice versa. The number may not be properly matched with a contact name in this situation, depending on the device variant and the length of the calling number. In order to verify the correct format of the contact phone number (local or international), check the number which is shown when the call is received and edit the contact details accordingly.

If the problem persists, make sure your Nokia device is running the latest software. For downloads and assistance, go to your local Nokia website.

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.

In case of audio issues, check the following:

• Check that you are using a compatible headset, e.g. the headset included in the product package.
• Check that the headset is properly plugged in your phone. Be sure to press the headset to the bottom of the connector.
• Check that you are speaking to the microphone. If your headset does not include a microphone, you need to use the phone microphone. Keep the phone microphone close to you when speaking if there is no microphone in your headset.
• Check that you have not muted your outgoing audio. E.g. on the touch screen devices, check that the Mute / Unmute toggle switch on the screen is in proper state (showing Mute command when outgoing audio is enabled). If you have by mistake muted the outgoing audio, tap the Unmute toggle switch to enable your voice to be transmitted.