Troubleshooting for Nokia products

1. Make sure that you have the latest version of the Zune software installed.

To install the latest version of the Zune PC software, go to xbox.com/live/zune.
When you have installed Zune, for the first sync the phone must be connected through a compatible USB data cable to your PC. On your computer, open Zune, and follow the displayed instructions.

2. Check your USB connection.

Make sure that you are using the USB data sync cable included with your phone. Do not use a USB hub or the ports located on the front of your computer.
The connection order must be 1st cable to the phone and 2nd cable to PC. Also if  cable needs to be reconnected then PC end of cable needs to be removed and connected again. With the following steps you can check does your PC see the phone:

1. On your computer, click Start, right-click Computer, and then click Properties.
2. Click Device Manager.
3. Your connected phone should be listed under Portable Devices.
4. Double-click the device and view the General tab.
5. Check the device status to confirm whether the plug and play is working correctly or not. If the device status indicates that there is a problem, note the error code indicated and continue to troubleshoot this issue by using the steps 3, 4, 5 and 6.

3. Restart your computer and phone.

4. Try an Online Solution Wizard.

The link below will direct you to Microsoft Support.
Select Windows Phone 7 and then hover over the Phone Update, and select the Solve Windows Phone Update issues. Follow the steps in the wizard.
Please notice that it is highly recommended to use the browser on your PC instead of your mobile browser.
To start the wizard, go to http://gethelp.live.com.

5. Use the Microsoft "Fix It" solution.

Here you may be able to resolve some problems automatically. Click the Run now button and then follow the onscreen prompts to launch.
Open the Fix It tool, go to http://support.microsoft.com/mats/hardware_device_problems.

6. Check whether you have a certificate issue (if your Lumia phone not being recognized by Zune but is recognized by the PC).

Your personal digital certificate is your Windows Phone 7's unique identifier, and is used to sync with the Zune software. The certificate also provides secure communication between your computer and your phone.

Solution:
Create a new certificate.

1. If your Zune software is open on your computer, close it, and then disconnect your phone from your computer.
2. Open Certificate Manager on your computer. To do this, click Start, type certmgr.msc in the Start search bar, and then press Enter.
3. In the pop-up window, click the Personal folder in the left column, and then the Certificates folder, in the right column.
4. Click the heading that says Issued By to sort the column, and then look for one or more certificates that read "zune-tuner://windowsphone/...".
5. Right-click each certificate file, click Delete, and then click Yes.
6. On the File menu, located in the menu bar of the window, click Exit.
7. Click Start and in the search box enter %userprofile%\Application Data\Microsoft\Crypto\RSA, and then press Enter.
8. Find the folder that begins in "S-1-5-21-".
9. Right-click the folder and then click Rename. Rename the folder so that it ends in .bak. This means, you will likely be adding ".bak" to the end of the number.
10. Once done, open your Zune software and connect your phone to your computer. This creates a new certificate and folder.
    
    For more information about connection error, please see the article on Microsoft Support site.
    http://support.microsoft.com/kb/2468307.
    

If you tried the all steps but are still having problems, try creating a new user profile on your PC. Then, reinstall the Zune software, sign in, and try again.

This FAQ applies to Nokia Lumia phones with Windows Phone 7.

You need to have the appropriate software and the Zune PC app installed on your PC. To download and install the latest version on your PC, or to learn more about Zune, go to www.zune.net. You may need to restart your computer, and you may need to install additional software.

Depending on what you need to install, and how much data you are transferring, this may take a while.

Some music files can be protected by digital rights management (DRM). These songs do not appear in your Zune music collection and you can't sync them on your Lumia.

These instructions may not apply to all phone models and manufacturers.

Nokia Symbian and series 40 phones, Android, Blackberry

1. Use a compatible USB data cable to connect your old phone to your PC.
2. Sync the desired content to your PC with the appropriate software, such as Nokia Suite, HTC Sync, or Samsung Kies. Note the folders where you synced the files.
3. Connect your new phone to your PC, and open Zune on your PC.
4. In Zune settings, make sure the folders are the same you used when syncing the content to your PC.
5. In Zune, select the desired music in your collection, and sync the music to your new phone.
   

iPhone

1. Use a compatible USB data cable to connect your new phone to your PC, and open Zune on your PC.
2. In Zune settings, select the same folder you have used when syncing with iTunes.
3. In Zune, select the desired music in your collection, and sync the music to your new phone.
   

Windows Phone

1. Use a compatible USB cable to connect your old phone to your PC, and open Zune on your PC.
2. Sync the desired content to your PC.
3. Connect your new phone to your PC.
4. In Zune, select the desired music in your collection, and sync the music to your new phone.
   

Syncing your music collection with a PC

1. With a USB cable
2. With a wireless connection.
   

Syncing music with an Apple Mac

If you are using an Apple Mac, download Windows Phone App from Mac App Store.

This FAQ applies to Nokia Lumia phones with Windows Phone 7.

You can use the Zune PC software to connect a computer to the Windows Phone using a USB cable or Wireless network.

With Zune you can:

• Download media content such as music, videos, movies, and podcasts from Zune Marketplace to a computer.
• Sync media content between the computer and the phone. This includes the music, pictures, videos, movies and podcasts on your computer that you want to copy to your phone.
  
• Update your phone software and backup the content.
  
• Set up a wireless sync connection between your phone and Zune software to sync music, videos, pictures, and podcasts over a Wireless network.

To download and install Zune, or to learn more about Zune, go to xbox.com/live/zune.

When you have installed Zune, for the first sync the phone must be connected through a compatible USB data cable to your PC. On your computer, open Zune, and follow the displayed instructions. 

If you are using an Apple Mac, download Windows Phone App from Mac App Store.

You can transfer the files from your old phone to your computer, and then connect your new phone to your computer using a compatible USB cable, and drag and drop the items to your new phone. You can also use SkyDrive cloud storage to transfer your files.

To use SkyDrive, you need to have a Microsoft (Windows Live) account. If you don’t already have a Microsoft (Windows Live) account, you can create one at www.live.com, or using your phone. For more information, see the user guide of your phone.

These instructions may not apply to all phone models and manufacturers.

Transfer your files using a USB cable

1. Use a compatible USB data cable to connect your old phone to your PC, and on your phone, select Mass storage if asked.
2. Transfer the files to your PC. Note the folders where you stored the files.
   
3. Connect your new phone to your computer with a compatible USB cable. Your phone is shown as a separate drive on the computer.
   
4. On your computer, select the phone, and drag and drop the items you want to copy from your computer to your phone.

Transfer your files using SkyDrive

Nokia Symbian and series 40, Android, Blackberry

1. Use a compatible USB data cable to connect your old phone to your PC, and on your phone, select Mass storage if asked.
2. Transfer the files to your PC. Note the folders where you stored the files.
   
3. On your PC, go to www.live.com, and sign in to your Microsoft (Windows Live) account.
   
4. In Windows Live, select SkyDrive, and drag and drop the desired files from your PC to SkyDrive.
   
5. To access your files, on your new phone, tap Office > SkyDrive, and follow the instructions shown on your phone.
   

Transferring content with an Apple Mac 

1. On your Mac, go to www.live.com, and sign in to your Windows Live account.
   
2. In Windows Live, select SkyDrive, and drag and drop the files you want from your Mac to SkyDrive.
   
3. To access your files, on your new phone, tap Office > SkyDrive, and follow the instructions shown on your phone.

These instructions may not apply to all phone models and manufacturers.

There may be third-party computer apps available, such as Welcome Home to Windows Phone, that transfer data from your old phone to your new phone.

Contacts from your old phone
If you only want to transfer your contacts, use the Transfer my Data app on your new phone. If you don’t have this app, you can download it from Store.
If you have previously had a micro-SIM or micro-RUIM card, you can also copy your contacts from your card to your new phone. For more information on how to copy contacts to your SIM or RUIM card, see the user guide of your phone.

Contacts and calendar from an online service
If your contacts and calendar are stored online as part of an online service such as Google Account, Microsoft Exchange, or even Facebook or Twitter, set up that account on your phone, and your contacts and calendar entries are imported automatically. For more info on how to set up an account on your phone, see the user guide of your phone.

Contacts and calendar from a Nokia Symbian or series 40 phone

1. Make sure you have Nokia Suite 3.6.11 or higher installed on your PC.
2. Use a compatible USB data cable to connect your phone to your PC.
   
3. Open Nokia Suite.
   
4. Select Copy content to Nokia Lumia. Your contacts, calendar, and photos are copied to SkyDrive.
   
5. To access your files, on your new phone, tap Office > SkyDrive, and follow the instructions shown on your phone.
   

Contacts and calendar from your computer
If you want to transfer your calendar entries and to-dos as well as your contacts, you need to have all these:
•    Microsoft (Windows Live) account
•    Microsoft Outlook on your computer
•    Microsoft Outlook Hotmail Connector downloaded and installed on your computer
If you don’t already have a Microsoft (Windows Live) account, you can create one at www.live.com, or using your phone. For more information, see the user guide of your phone.
To download and install Microsoft Outlook Hotmail Connector, search for it at www.microsoft.com/download, and follow the instructions shown on your phone. You may need to restart your computer, and you may need to install additional software. Depending on what you need to install, and how much data you are syncing, this may take a while.

Android, iPhone, Blackberry

1. Use a compatible USB data cable to connect your phone to your PC.
2. On your PC, use the appropriate sync software, such as HTC Sync, Samsung Kies, or iTunes to sync your contacts, calendar entries, and to-dos from your old phone to your computer, and set the sync software to sync the items to Outlook.
   
3. In Outlook, add the Microsoft (Windows Live) account to your Outlook using Microsoft Outlook Hotmail Connector. You may need to manually configure the settings.
   
4. Sync the content you want from your Outlook to your Microsoft (Windows Live) account. It may take a while before the content is available in your Microsoft (Windows Live) account.
   
5. If you haven’t already added your Microsoft (Windows Live) account to your new phone, to import the content to your new phone, on your phone, tap Settings > email+accounts > add an account > Microsoft account, and follow the instructions shown on your phone.
   

For more detailed info, go to the Windows Phone support site, and see the FAQs on how to sync your Outlook contacts and calendar to Windows Phone.

Windows Phone
Back up the contacts and calendar entries in your old phone to your Microsoft (Windows Live) account, and import them to your new phone straight from the service.

Apple Mac
See the FAQ article on how to sync contacts and calendar from a Mac computer to a Nokia Lumia phone.

You need to have the appropriate sync software and the Zune PC app installed on your PC. To download and install the latest version on your PC, or to learn more about Zune, go to xbox.com/live/zune. You may need to restart your computer, and you may need to install additional software.

Depending on what you need to install, and how much data you are syncing, this may take a while.

Some file formats, such as 3gpp, may not be transferred. Some third-party converter applications may be available to convert the files to a format that can be transferred.

These instructions may not apply to all phone models and manufacturers.

Nokia Symbian and series 40 phones, Android, Blackberry

1. Use a compatible USB data cable to connect your old phone to your PC.
2. Sync the desired content to your PC with the appropriate sync software, such as Nokia Suite, HTC Sync or Samsung Kies. Note the folders where you synced the files.
3. When the sync is complete, connect your new phone to your PC, and open Zune.
4. In Zune settings, make sure the folders are the same you used when syncing with the sync software.
5. In Zune, select the content type in your collection, and sync the content to your new phone.

iPhone

1. Use a compatible USB data cable to connect your iPhone to your PC.
2. Select Import pictures and videos using Windows. Note the folders where you synced the files.
3. When the sync is complete, connect your new phone to your PC, and open Zune.
4. In Zune settings, make sure the folders are the same you used when importing the content to your PC.
5. In Zune, select the content type in your collection, and sync the content to your new phone.

Windows Phone

1. Use a compatible USB cable to connect your old phone to your PC.
2. Open Zune, and sync the desired content to your PC.
3. When the sync is complete, connect your new phone to your PC.
4. In Zune, select the content type in your collection, and sync the content to your new phone.

Transferring content with an Apple Mac

If you have an Apple Mac, you can use Windows Phone App (Mac OS) to sync your pictures and videos from your Mac to your new phone
 

If your Nokia device containing music store content has been sent for repair, you may need to recover the music that you had stored on it. This is because Nokia cannot guarantee that content will be preserved during repair.
Please, use the Nokia Suite PC application to backup the content stored in your device.

Before recovering your music.
Before the recovery you should backup all your data and format the phone memory.

1. Open the Nokia suite PC application and sign in > connect your phone to PC via compatible USB data cable > select Tools > Backup.
2. Format your memory card and/or mass memory. For more information, see the user guide of your phone.
   

Please be aware that formatting of memory will delete all content from memory card and/or mass memory. To preserve your content, use Nokia Suite to backup your data.

Recover your music.
To recover the music that is stored on your PC you can either use the Nokia Suite or Nokia Music player application on your PC.

• Open the Nokia music player > connect your device to PC via compatible USB data cable > select My music > drag and drop the individual songs or albums into the phone. You can also use the auto transfer option (if configured).
  

or

• Open the Nokia suite and sign in > connect your phone to PC via compatible USB data cable > go to Music tab > right click on Music Library > Copy to device.
  

If music tracks are not stored on your PC, you can re-download them from Nokia Music store. It is possible to re-download the same song for three times without extra charge.

You can charge your phone from a wall outlet using the AC-10 micro-USB charger, or through your compatible computer, using the CA-179 USB data cable, both provided in the sales pack. Other compatible chargers can be found from your device product pages at nokia.com.

You can transfer the files from your old phone to your computer, and then connect your new phone to your computer using a compatible USB cable, and drag and drop the items to your new phone. You can also use the Windows Phone app to transfer your files.

You need to have the appropriate sync software and, if you want to use it, the Windows Phone app installed on your PC or Mac. To download and install the latest version on your PC, go to www.windowsphone.com. You may need to restart your computer, and you may need to install additional software. To download and install the latest version on your Mac, go to Mac App Store.

Depending on what you need to install, and how much data you are syncing, this may take a while.

Some file formats, such as 3gpp, may not be transferred. Some third-party converter applications may be available to convert the files to a format that can be transferred.

There may be third-party computer apps available, such as Welcome Home to Windows Phone, that transfer data from your old phone to your new phone.

These instructions may not apply to all phone models and manufacturers.

1. Use a compatible USB data cable to connect your old phone to your computer.
2. Sync the content you want to your PC with the appropriate sync software, such as Nokia Suite, Zune, iTunes, HTC Sync, or Samsung Kies. Note the folders where you synced the files, and make sure the files are found in corresponding libraries on your PC or media folders on your Mac. Tip: If you have a Symbian or series 40 phone and Nokia Suite 3.6.36 or higher installed on your computer, to copy your photos directly to SkyDrive cloud service, select Copy content to Nokia Lumia.
   
3. When the sync is complete, connect your new phone to your computer, and drag and drop the items to your phone, which is shown as a separate drive on your computer. You can also open the Windows Phone app and use it to select the content you want to sync.

You can transfer the files from your old phone to your computer, and then connect your new phone to your computer using a compatible USB cable, and drag and drop the items to your new phone. You can also use the Windows Phone app to transfer your files.

You need to have the appropriate software and, if you want to use it, the Windows Phone app installed on your computer. To download and install the latest version of the app, go to www.windowsphone.com. You may need to restart your computer, and you may need to install additional software.

Depending on what you need to install, and how much data you are transferring, this may take a while.

Some music files can be protected by digital rights management (DRM). You may not be able to sync them with your Nokia Lumia phone.

These instructions may not apply to all phone models and manufacturers.

There may be third-party computer apps available, such as Welcome Home to Windows Phone, that transfer data from your old phone to your new phone.

1. Use a compatible USB data cable to connect your old phone to your computer.
   
2. Sync the desired content to your PC with the appropriate sync software, such as Nokia Suite, Zune, iTunes, HTC Sync, or Samsung Kies. Note the folders where you synced the files, and make sure the files are found in corresponding libraries on your PC or media folders on your Mac.
   
3. When the sync is complete, connect your new phone to your computer, and drag and drop the items to your phone, which is shown as a separate drive on your computer. You can also open the Windows Phone app and use it to select the content you want to sync.