Troubleshooting for Nokia products

When you try to sign in to a Windows Phone using your Microsoft account (formerly Windows Live ID), you may see an error message that resembles the following:

•	Couldn't sign in Your user name or password doesn't seem to be working. Try typing it again.
•	Incorrect email or password Make sure your email and password are both correct.
•	Windows Live password is incorrect

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Can you sign in on a computer?
See if you can sign in to your account using a computer. To do this, go to Account overview (http://account.live.com/) , enter your Microsoft account and password, then click Sign In. If you have issues signing in on a computer, then visit the Forgotten password or other sign-in problems (http://windows.microsoft.com/en-us/windows-live/sign-in-cant) help article.


Is the Microsoft account service running?
Occasionally, you may see an error during sign-in. However, these kinds of problems are usually temporary and are resolved quickly. You can make sure that the Microsoft account service is running normally. To do this, check the Service status (https://status.live.com/detail/liveid) webpage.


Is your password too long?
Make sure that your Microsoft account password is not too long. It must be no longer than 16 characters long. If it is too long, go to the Change your password (https://account.live.com/Password/Change) page and change it to a shorter password.


Does your password contain a space or special characters?
If your password contains a space or special characters, try changing your password so that it uses only letters and numbers. To do this, go to the Change your password (https://account.live.com/ChangePassword.aspx) page, change your password, and then try to sign in to your phone.


Did you forget your password and need to reset it?
If you have forgotten your password, you can reset it. To do this, go to the go to Reset your password (https://account.live.com/password/reset) webpage or visit the Forgotten password or other sign-in problems (http://windows.microsoft.com/en-us/windows-live/sign-in-cant) help article


When you created your Microsoft account, did you complete the verification process?
If you created your Microsoft account recently, you may not have completed the registration process and may still have to verify your account. To do this, go to the Verify this email address (https://account.live.com/verifysi.aspx) webpage and follow the prompts.


Did you recently change or rename your primary Microsoft account?
If you recently changed or renamed your primary Microsoft account, you will have to reset your phone in order to change the Microsoft account on your Windows Phone. For more information, see the following Microsoft KB article:

•	2430020 (http://support.microsoft.com/kb/2430020) How to change the Microsoft account on your Windows Phone

Do you have a working data connection on your phone and the date and time set correctly?
If you don’t have a strong cellular data connection, try connecting to Wi-Fi. You should also make sure that the date and time are set correctly in your Windows Phone settings. For more information, see the following Microsoft KB article:

•	2784236 (http://support.microsoft.com/kb/2784236)  Can’t add Microsoft account during initial setup of Windows Phone 8

Did you recently enable two-step verification on your Microsoft account?

If you turned on two-step verification for your Microsoft account, you will have to perform an extra step to sign in on Windows Phone. Windows Phone can't prompt you to enter a security code when you try to sign in. Therefore, you'll have to create a unique app password to use when signing into Windows Phone with a Microsoft account that has two-step verification turned on.

To create a unique app password for your Microsoft account, go here:

•	Two-step verification: Create app password (https://account.live.com/Proofs/AppPassword)

For more information, see the following Microsoft account help and how-to article:

•	Two-step verification: FAQ (http://windows.microsoft.com/en-us/windows/two-step-verification-faq)

After you create an app password for your Microsoft account, enter it as your password on Windows Phone. To do this, go to Settings > Email+Accounts. Tap Microsoft account, enter your app password, then tap Done.


Do you have a working data connection on your phone and the date and time set correctly?

If you don’t have a strong cellular data connection, try connecting to Wi-Fi. You should also ensure your Date & Time on Windows Phone is set correctly in settings. For more information, see the following Microsoft KB article:

•	2784236 (http://support.microsoft.com/kb/2784236) Can’t add Microsoft account during initial setup of Windows Phone 8

Are you sure that you’re using a Microsoft account to log in?
If the email address that you entered is not one that you already use for accessing Microsoft services such as Xbox LIVE, Zune, Hotmail, MSN, or SkyDrive, you might have entered an email address that isn't yet a Microsoft account. You can use any email address to set up a Microsoft account. 

To create a Microsoft account for an email address that you already have, go to Account overview, (http://account.live.com/) and then click or tap Sign Up.

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If your account has been compromised, you may experience one of the following scenarios:

•	You notice unauthorized charges.
•	You receive a pop-up windows or message, such as an achievement that you don’t recognize or that you've signed in from another location.
•	You cannot login to your Microsoft account (formerly known as Windows Live ID) to change your password.
•	You notice unrecognized strong proofs associated with your account. (For more information about proofs, see #1 in the More Information below.)

If you encounter any of the above scenarios, follow the steps below:

1.	Change your Password • When you suspect something suspicious has happened with your account, you should change your password immediately. • Go to https://account.live.com/ and see if you can still log into your Microsoft account. • If you can, change your password immediately and setup strong proofs (if none exist). We highly recommend setting up an SMS and Trusted PC under Account Information section, then go to step 2. • If you cannot sign in to your Microsoft account to change your password or if you notice unrecognized strong proofs, skip to Step 3.
2.	Check your bill • Go to http://billing.microsoft.com/ and check for any suspicious purchases. As with any billing statements, you should check this on a regular basis.
3.	Contact Windows Phone Support, if needed. Contact support if: • There are unauthorized charges on your account. • You are unable to change your password. • Your gamertag has changed. We can guide you through the next steps. To help us, please have the following information ready: • The Microsoft account associated with your gamertag. • An alternate email that is different than the one associated with your Microsoft account. • You may also need the credit card associated with your account.

To contact Windows Phone Support visit http://go.microsoft.com/fwlink/p/?LinkId=227747 .

Follow this checklist to make sure your Windows Phone account is as secure as possible.

1.	Add additional security proofs to your Microsoft account Your Microsoft account allows you to create your own spare set of keys or "proofs" in case you lose your password or access to your account using the following four methods: • Mobile number. Adding a mobile phone number can help us verify that this is your account. Also, if you forget your password, you can use this number to reset your password. Tip We strongly recommend that you set this up now as the primary way of retrieving your account back to you in the event it gets compromised. • Trusted PC. A unique proof that lets you link your Microsoft account with one or more of your personal computers. Then, if you ever need to regain control of your account by resetting your password, you simply need to be using your computer and we will know you are the legitimate owner. • Email address. Used to support password reset notifications. You can have one or more email addresses associated with your account. • Secret question. If you forget your password, we'll ask for your secret answer to verify your identity. Only you should know your secret question and secret answer. Tip Use an answer that is completely irrelevant to the question being asked. For example, if your question is "Mothers' birthplace," then use Windows98se as your secret answer. To add password reset information: • Go to the https://account.live.com/p/ webpage, and then sign in with your Microsoft account.
2.	Create a strong password on your Xbox LIVE account Using a simple password that is in a dictionary or the name of your pet dog can be very easy to guess. Create a strong password that includes a combination of uppercase and lowercase letters, numbers, and special characters (for example, #, $, %, ^, &, and *). Tip Think of a memorable sentence from your favorite film, book or song lyric then take the first letter of each word in the sentence, then add meaningful numbers and add special characters to make the password strong then https://www.microsoft.com/security/pc-security/password-checker.aspx to see how strong your password is.
3.	Use different usernames and passwords for different sites Use different usernames and passwords to different online sites, especially important sites which hold financial or personal information. If you use the same username and password everywhere, and they're stolen, you could lose access to all of your accounts at once.
4.	Take caution when using your Microsoft account in public places or a shared computer If you check your Hotmail account, sign into xbox.com, or use another service which requires you to use your Microsoft account credentials on a public computer (such as an Internet café), take caution in that these computers may not offer the same protection that you might have at home. We recommend that if you are looking to use a public computer that you use a single-use code instead of your password when signing in with your Microsoft account. Find out more about how to set this up here. If you do have to use your regular Microsoft account password, remember to sign out and close any browsers when finished.
5.	Avoid sharing personal information Share your Microsoft account only with people you know and trust. Treat your personal information online the same way you would offline--follow the same rules as you do in the real world as you do online.
6.	Never share any personal details about you or your account Do not give your full name to strangers over the Internet. Do not put your full name in any public facing profile. Keep your physical address private. Telling someone what school you go to or what neighborhood you live in can be enough to locate more information about you. Think of all the personal information that you have likely posted to social networking sites such as Facebook, MySpace, or Windows Live SkyDrive that someone could use to pose as you. Do not put your full physical address in your profile. Do not give out your primary Microsoft account as an email address to strangers. Set up a secondary email account at http://www.hotmail.com/ , which you can use for communication with unknown people, mailing lists, etc. Maintain a strong password on the secondary email account as you do for your primary account. Do not unnecessarily reveal information about yourself or your accounts. Be wary of anyone asking you for information that they do not need. Do not share your password or personal information with anyone contacting you who is presenting themselves as a customer support agent or affiliated with Windows Phone, Xbox, Zune or Microsoft. If you are concerned that the contact might not be legitimate, contact Windows Phone, Xbox, or Zune Support. Microsoft will never ask for your password in email, through instant messaging, or over the phone. Enter your Microsoft account password only at known Microsoft sites or on the phone.
7.	Install or update your Virus, Spyware, Malware protection software for your computer Make sure you are running your virus protection software, and that it is up to date. If you don’t have any protection software installed we strongly recommend you do so now. Microsoft Security Essentials is free Antivirus software available for download that also protects against spyware and other malicious software.
8.	Update your web browser and PC with latest security fixes To ensure your web browser and computer is up to date with the latest security fixes, check to make sure you have the latest updates from Windows Update .
9.	Make sure your browser phishing filters are turned on Enabling these in your web browser helps detect phishing websites, protects you from downloading or installing malware (malicious software), and can alert you of any potential scamming websites. Normally these are turned on by default; however it's best to double check: • Internet Explorer: Select the "gear" icon on the tool bar, select Safety, and then select Turn On Smart Screen Filter. • For all other browsers: Check the browser's online help.
10.	Only log in to Microsoft trusted websites with your Windows Live credentials Is the website an official Microsoft site? Beware of websites which ask for your Windows LIVE account details, especially sites which offer deals that are too good to be true, such as free Microsoft Points. Check the address bar in your browser before entering any details. You can identify common Microsoft sites by the following addresses: • Xbox.com • Kinectshare.com • Microsoft.com • xbox.mobi • Zune.net • live.com • getgamesmart.com • XNA.com • lionhead.com • forzamotorsport.net • Hotmail.com • Passport.net
11.	Don’t click links in emails, go to the site directly and log in If you see a link in a suspicious email message, don't click on it. You can generally spot suspicious emails by • Alarmist messages and threats of account closures. • Deals that sound too good to be true. • Bad grammar and misspellings. Instead, type out the address in your web browser to see if you are going to the actual company’s website.

In some cases, an email provider may require you to enable a specific port number or SSL on incoming POP and IMAP servers, and outgoing SMTP servers. This article describes how to configure these settings on Windows Phone.

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If your email provider requires specific port numbers or SSL, here are the steps to change this information on your Windows Phone:

1.	On Start, flick left to the App list, tap Settings , and then tap Email+accounts.
2.	Tap the email account you want to change.
3.	Based on the requirements of your email providers you can enter custom information for the incoming server connection (POP or IMAP), or the outgoing (SMTP) server connection. The format resembles the following: • . Example mail.contoso.com • :. Example mail.contoso.com:993 • ::. Example mail.contoso.com:993:1

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This article describes what to do when the Zune player or a Windows Phone is not detected by the Zune software. You'll receive a series of steps to follow, depending on the error code that you receive.

The solutions listed here are as follows:

1.	Check to see whether you have an error in the Device Manager.
2.	Use the Microsoft "Fix It" solution.
3.	Look up the corresponding error code and follow the resolution steps.

Check for errors in Device Manager

First, check whether you have an error in Device Manager:

1.	Make sure that you have the latest version of the Zune software installed. To install the latest version, visit http://www.zune.net/setup (http://www.zune.net/setup) .
2.	Connect your phone or Zune to your computer by using the USB cable that was included with your device.
3.	On your computer, click Start, right-click Computer, and then click Properties.
4.	Click Device Manager.
5.	Click your computer name at the top of the window, and then on the Action menu, click Scan for hardware changes.
6.	Your connected Windows Phone or Zune player should be listed under "Portable Devices."
7.	Double-click the device and view the General tab.
8.	Check the device status to confirm whether the device is working correctly or not. Some examples include the following:

Example 1

Example 2

If your device is not displayed at all in Device Manager or if your device status indicates that your device is working correctly (Example 1), but it's still not detected by the Zune software, follow the steps in the following KB articles:

•	2410180 (http://support.microsoft.com/kb/2410180/ ) My computer and/or the Zune software do not detect Windows Phone 7
•	944909 (http://support.microsoft.com/kb/944909/ ) Your Zune device is not detected by your computer or the Zune software

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 found here.


Fix it for me

You may be able to resolve this problem automatically. Click the Diagnose and fix this problem link. Then, click Run in the File Download dialog box and follow the steps in this wizard.



Notes

•	This wizard may be in English only; however, the automatic fix also works for other language versions of Windows.
•	If you're currently not using the computer that has the problem, you can save the automatic fix to a flash drive or a CD from the computer you're on. You can then run the fix on the problem computer later.

List of error codes

If you continue to receive an error code, try one of the resolutions listed by clicking the error code here:

Code 1	Code 3	Code 10	Code 14	Code 18
Code 19	Code 21	Code 22	Code 24	Code 28
Code 31	Code 32	Code 37	Code 38	Code 39
Code 40	Code 41	Code 42	Code 43	Code 44
Code 45	Code 46	Code 47	Code 48	Code 49

Cause: This device has no drivers installed or is configured incorrectly.

Resolution:

1.	Remove and reinstall the device driver.
2.	On Windows 7 or Windows Vista, make sure that the "Windows Update" service is running: a. Click Start , type services in the Start Search box, and then select Services in the Programs list. b. If you're prompted for an administrator password or for confirmation, type the password or click Continue.
3.	Under Name, locate the Windows Update service. Verify that the Service status is set to Started. If it is not started, click Start, and then click OK.
4.	On the File menu, click Exit to close the Services window.

Cause: The driver is corrupted, or the computer has insufficient memory to run the device.

Resolution:

•	In case the driver is corrupted, uninstall the driver, and then scan for new hardware to install the driver again. To scan for new hardware, click the Action menu in Device Manager, and then select Scan for hardware changes.
•	If the computer has insufficient memory to run the device, you can close some programs to make memory available. To check memory and system resources, follow these steps: • On Windows 7 or Windows Vista, right-click Computer, click Properties, click Advanced system settings, and then click Settings in the Performance field. • On Windows XP, right-click My Computer, click Properties, click the Advanced tab, and then click Settings in the Performance field.
•	You may have to install additional random access memory (RAM). On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: Code 10 is a default error code that the Device Manager generates when the operating system can't determine which specific error code to return when a problem occurs. For example, the Device Manager may generate a Code 10 error when hardware devices are accessed by a user or by software that is installed on the computer.

Resolution:

1.	Remove and reinstall the device driver.
2.	Make sure that the device is enabled in Device Manager. To enable the device, right-click the device in Device Manager, and then click Enable Device. This step starts the Enable Device wizard.
3.	Install the latest Windows service pack to help keep Windows up to date by visiting the Microsoft Windows Service Pack Center (http://windows.microsoft.com/en-US/windows/downloads/service-packs) . Also make sure that you've installed any high-priority updates that are available for the computer by visiting the following Microsoft website: http://update.microsoft.com/microsoftupdate (http://update.microsoft.com/microsoftupdate)
4.	Use Event Viewer to determine any driver initialization failures. This is significant because in order to start successfully the Zune driver depends on other Windows services, such as WPDClassInstaller and WPD-MTPClassDriver. To do this, follow these steps: a. Start Event Viewer: • On Windows 7 or Windows Vista, click Start, type eventvwr.exe in the Start Search box, and then press ENTER. If you're prompted for an administrator password or for a confirmation, type the password, or click Continue. • On Windows XP, click Start, click Run, type eventvwr.exe, and then press ENTER. b. In the console tree, expand Windows Logs, and then select System. c. In the details pane, look for warnings or errors on driver initialization events. d. Double-click the event that you want to view. e. For more information about the error, click Event Log Online Help. If you want more help with Windows services, contact the manufacturer of the computer.
5.	Remove LIBUSB, if it's present: a. Disconnect the Zune player or phone from the computer. b. Click Start, type appwiz.cpl in the Start Search box, and then press ENTER. c. In the Uninstall or change a program dialog box, click USBLIB or LIBUSB win32, and then click Uninstall. d. Click Yes to remove it. e. Reconnect the Zune player or phone.

If you continue to receive error code 10, the issue may be caused by two Windows registry entries that have become corrupted. To fix the problem, you'll have to use Registry Editor to delete the corrupted Registry entries. See Fixing registry errors.


Resolution: Restart the computer.



Resolution: Remove and reinstall the device driver.


Cause: A registry problem was detected. This error may occur if one or more of the following conditions are true:

•	More than one service is defined for a device.
•	There is a failure opening the service subkey.
•	The driver name can't be obtained from the service subkey.

Resolution:

1.	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.
2.	Click Uninstall, and then click Scan for hardware changes to load a usable driver.
3.	Restart the computer in safe mode, and then select Last Known Good Configuration. This will revert the registry back to the most recent successful configuration.

If you continue to receive error code 19, the issue may be caused by two Windows registry entries that have become corrupted. To fix the problem, you'll have to use Registry Editor to delete the corrupted Registry entries. See Fixing registry errors.


Resolution: Wait several seconds, and then refresh the Device Manager view. If the device appears, restart the computer.


Cause: The device is disabled because a user disabled it by using Device Manager.

Resolution: On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.


Cause: This error may occur if one or more of the following conditions are true:

•	There is a hardware problem, or a new driver might be needed.
•	Devices stay in this state if they have been prepared for removal. After you remove the device, this error disappears.

Resolution: In Device Manager, click Troubleshoot on the General Properties tab of the device to start the Troubleshooting Wizard.


Cause: This error may occur if one or more of the following conditions are true:

•	You haven't installed the correct driver for the device.
•	If you have either a Samsung Focus or a Nokia Lumia and have an app called "Diagnosis" installed. If this is the case, see Option 8 of the following Microsoft Knowledge Base article to make sure your USB settings are correct: 2410180 (http://support.microsoft.com/kb/2410180/ )  My computer and/or the Zune software don't detect Windows Phone
•	The Windows Portable Devices Media Transfer Protocol file (Wpdmtp.inf) isn't available in your \Windows\INF directory. Note: The Windows Portable Devices Media Transfer Protocol is required by the Zune driver installation.

Resolution:

1.	If you can't find the Windows Portable Devices Media Transfer Protocol component, contact the manufacturer of the computer for help reinstalling this component.
2.	Remove and reinstall the device driver.

Resolution: Remove and reinstall the device driver.


Cause: The start type for this driver is set to "disabled" in the registry.

Resolution:

•	Remove and reinstall the device driver.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: The driver returned failure from its DriverEntry routine.

Resolution:

•	Uninstall the driver, and then click Scan for hardware changes to reinstall or upgrade the driver.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: The driver could not be loaded because an earlier version is still loaded.

Resolution:

•	Restart the computer.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: This error may occur if one or more of the following conditions are true:

•	The driver is not present.
•	A binary file is corrupted.
•	A file I/O problem occurred.
•	A driver references an entry point in another binary file that could not be loaded.

Resolution:

•	Remove and reinstall the device driver.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: Information in the registry's service subkey for the driver is not valid.

Resolution:

•	Remove and reinstall the device driver.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: A driver was loaded, but Windows cannot find the device. This error occurs when Windows does not detect a device that is not a Plug and Play device.

Resolution:

•	Remove and reinstall the device driver.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: A duplicate device was detected. This error occurs when a bus driver incorrectly creates two identically named "children" (bus driver error) or when a device with a certain serial number is discovered in a new location before it is removed from the old location.

Resolution:

•	Restart the computer.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Cause: One of the drivers controlling the device notified the operating system that the device failed in some manner.

Resolution: On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.


Resolution:

•	Restart the computer.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Resolution: To resolve this problem, reconnect this Zune device to the computer.


Cause: The system is shutting down. This error code is only generated when Driver Verifier is enabled and all applications have already been shut down.

Resolution: No resolution is necessary. The hardware device should work correctly the next time that you start the computer.


Cause: The device has been prepared for ejection from the computer. This error code occurs only if the user used the Safe Removal tool to prepare the device for removal or pressed a physical eject button. Restarting the computer brings the device online if the device hasn't been disconnected/ejected.

Resolution:

•	Unplug the device from the computer, and then plug the device in again. Or, restart the computer to make the device available.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Resolution:

•	Remove and reinstall the device driver.
•	On the General Properties tab of the device, click Troubleshoot to start the Troubleshooting Wizard.

Resolution: To resolve this problem, first try uninstalling any hardware devices no longer in use. If that doesn't resolve this problem, you'll have to reinstall Windows.

For more information about how to reinstall Windows XP and Windows Vista, click the following article numbers to view the articles in the Microsoft Knowledge Base:

316941 (http://support.microsoft.com/kb/316941/ ) How to install or upgrade to Windows XP

918884 (http://support.microsoft.com/kb/918884/ ) How to install Windows Vista



How to remove and reinstall Zune drivers

Many error codes can be fixed by removing and reinstalling the Zune drivers. Here's how:

1.	Click Start, right-click Computer, and then click Properties. (My Computer in Windows XP.)
2.	Click Device Manager. (In Windows XP, this can be found under the Hardware tab.)
3.	Expand Portable Devices.
4.	Right-click your device and then click Uninstall.
5.	If it is displayed, click to select Delete the driver software for this device and then click OK.
6.	Click the root computer icon, and then click Scan for hardware changes on the Action menu.
7.	Open Portable Devices, double-click your Windows Phone 7, and then click the Driver tab.
8.	Click Update Driver.
9.	Click Browse my computer for driver software.
10.	Click Browse, locate the Program Files/Zune/Drivers folder on your computer, and then click OK.
11.	Click Next and if you're prompted, click Install.
12.	After the driver installation is complete, click Close two times to exit the Device Manager. If you're prompted to do this, restart your computer.

Fixing registry errors

In order to work with the Registry, you must be logged on to Windows as an administrator. Here's how to see whether you're an administrator on your version of Windows:

•	Windows 7 or Vista: Click Start, click Control Panel, click User Accounts, and then click Change account type (Windows 7) or Add or remove user accounts (Vista). You'll see a window that lists all administrators.
•	Windows XP: Click the Start button, click Control Panel, and then click User Accounts. You'll see a window that lists all administrators.

Important The following steps tell you how to change the registry. It’s important to follow them carefully in order to avoid any problems that can happen if you change the registry incorrectly. For added protection, back up the registry first, so you can restore it if a problem occurs.

For more information about how to back up and restore the registry, see the following article in the Microsoft Knowledge Base:

Back up the registry on Windows 7 (http://windows.microsoft.com/en-us/windows7/Back-up-the-registry)
Back up the registry on Windows Vista (http://windows.microsoft.com/en-US/windows-vista/Back-up-the-registry)
322756 (http://support.microsoft.com/kb/322756/ ) How to back up and restore the registry in Windows XP

Here's how to edit the registry on your computer for your version of Windows:


Windows 7 or Vista

1.	Click Start , and then click All Programs.
2.	Click Accessories, and then click Run.
3.	Type regedit, and then click OK. If you're prompted for an administrator password or for a confirmation, type the password, or click Allow.
4.	In the navigation pane, locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{EEC5AD98-8080-425F-922A-DABF3DE3F69A}
5.	In the right pane, click UpperFilters. Note: You may also see an UpperFilters.bak registry entry. You don't have to remove that entry. Click UpperFilters only. If you don't see the UpperFilters registry entry, you still might have to remove the LowerFilters registry entry. To do this, go to step 8 in this section.
6.	On the Edit menu, click Delete.
7.	When you're prompted to confirm the deletion, click Yes.
8.	In the right pane, click LowerFilters. Note: If you don't see the LowerFilters registry entry, unfortunately this content cannot help you any further.
9.	On the Edit menu, click Delete.
10.	When you're prompted to confirm the deletion, click Yes.
11.	Exit Registry Editor.
12.	Restart your computer.

Windows XP

1.	Click Start, and then click Run.
2.	In the Open box, type regedit, and then click OK.
3.	In the navigation pane, locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{EEC5AD98-8080-425F-922A-DABF3DE3F69A}
4.	In the right pane, click UpperFilters. Note: You may also see an UpperFilters.bak registry entry. You don't have to remove that entry. Click UpperFilters only. If you don't see the UpperFilters registry entry, you still might have to remove the LowerFilters registry entry. To do this, go to step in this section.
5.	On the Edit menu, click Delete.
6.	When you're prompted to confirm the deletion, click Yes.
7.	In the right pane, click LowerFilters. Note: If you don't see the LowerFilters registry entry, unfortunately, this content cannot help you any further.
8.	On the Edit menu, click Delete.
9.	When you're prompted to confirm the deletion, click Yes.
10.	Exit Registry Editor.
11.	Restart the computer.

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When you try to update your Windows Phone 8, you might see one of the following messages:

An update is ready for download	Your update is ready to be installed

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These messages mean that there's a newer version of the Windows Phone 8 software ready for you to install.

For more info about updates, see Update Central on the Windows Phone 8 How-to website.

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This section provides a list of possible solutions and tips on updating your phone, as well as specific steps to try if you received an error code during the update process.

Try backing up and syncing your media

Before you start an update, we recommend that you manually back up your phone and all of your media content and files. To learn more, go to Back up my stuff on the Windows Phone 8 how-to website.

You can also back up your photos, videos, and music by connecting your Windows Phone to your computer. This doesn't require Internet connection, and it's a faster process. To learn more, go to Move music, photos, and videos between my computer and my phone.

Check your power

Make sure that your phone has enough battery power for the installation process (and the download too, if set to manual). The update process will work best if your phone has at least half of its battery life available, or, if you plug it into an outlet during the installation process.

Have a good data connection (for manual downloads)

When you're downloading the update to your phone, and you haven't set up your phone to automatically download the update package, make sure that your phone has a Wi-Fi connection, or a good cellular signal.

Notes
If you use a cellular connection only, you might be charged for data use, depending on the service agreement with your mobile operator.

Updates won't download if data settings on your phone prevent it. For example, both Data Sense and Battery Saver can limit how your phone uses data.

Have enough space available on your phone

Make sure that you have enough space on your phone to download and install the update. Here's how to see which items are taking up the most space on your phone:

From Start, go to Settings > Phone storage > and then tap Phone for details of what is already installed, and what can be un-installed or
removed.

Before you remove or un-install items: Make sure that your content is already backed up or available somewhere else, and then prioritize these items before you delete them.

Your media content is most easily managed from your computer, using a companion app or File Explorer to access:

•	Music
•	Videos (if backed up to your computer, or high resolution cloud storage)
•	Pictures (if backed up to your computer, or high resolution cloud storage)

If you receive an error while you are updating

If you receive an error message while trying to update your Windows Phone 8, follow the instructions that correspond to the error message in the chart below:

Note If your error code is not represented on this list of common error codes, visit our forums at Microsoft Community for more information.

Error code	What to try
801881CD	This error code means your phone ran out of storage space during the update. Make sure that you have enough space on your phone to download and install the update. To learn about prioritizing and backing up content, follow the instructions in the earlier section of this article, Have enough space available on your phone. Then, to try the update again, go to your phone's Start screen, then go to Settings > Phone update > Check for updates.
801881D0	Your download was interrupted, possibly because of a slow Internet connection. Make sure that your phone has a good connection to the Internet, through Wi-Fi or Cellular. For more info, see Get connected. Then, from your Start screen, go to Settings > Phone update > Check for updates.
801882CB	This is a network connectivity error. Make sure that your device has a good connection to the Internet, through Wi-Fi or Cellular. For more info, see Get connected. Validate that your device has a good Internet connection by browsing a website on Internet Explorer. Then, from your Start screen, go to Settings > Phone update > Check for updates.
801882D1, 801882D2	There's an error installing the update. Try restarting your phone, and then downloading the update again. Here's how: From your Start screen, go to Settings > Phone update > Check for updates.

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When you tap Local Scout on the Start screen on your Windows Phone 7, you receive an error message. When you tap on the Close button, you are returned to the Start screen.

No location information. Bing Maps can't find your location right now. Try again later.

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This is a known issue which will be addressed in future releases of Windows Phone. For workarounds, see the Resolution section.

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If you encounter this error, start Local Scout from either Search or Maps instead:

From Search:

1.	Press the Search button on the front of your phone.
2.	Tap Allow if the "Allow Search to access and use your location?" screen appears. Note We recommended that you read the Privacy Statement before you continue.
3.	When the Bing search screen appears, your current location should be displayed below the search box, on the right side of the screen.
4.	Tap Local Scout to start the service. Based on your location, Local Scout will provide a view of what's near you.

From Maps:

1.	From the Start screen, swipe left to Apps, then tap Maps .
2.	Tap Allow if the screen "Allow Search to access and use your location?" appears. Note We recommended that you read the Privacy Statement before proceeding.
3.	Your current location will appear on your phone.
4.	Tap Local Scout to start the service. Based on your location, Local Scout will provide a view of what's near you.

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There are times when the message is accurate. For example, when you start Maps and your phone cannot find the location information, this error message will be displayed. If you start Local Scout from either Search or Maps and you still encounter the error message, move to a location that may better resolve your location (outside, near a window, etc.)

For more information about how to use Local Scout, see the following article on the Windows Phone 7 Help and How-to site:

Local Scout

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When you try to download and application or game from the Windows Phone Marketplace or the Windows Phone Store, you may receive an error message. See the "More Information" section to find common error codes and information about how to resolve them.

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Find your error in the list below for information about the error and how to resolve it.

Error code 805ab406

Problem
This error may occur when you try to download an app, but there is incomplete information in your Microsoft account profile.


Solution
To resolve this, sign in to your Microsoft account (https://account.live.com) (formerly known as Windows Live ID), tap or click Edit personal info, make sure that your Birth date and Home Country/region are completed, and then tap or click Save.

Note If you see a message indicating that your password is weak, change it to something stronger. If you are prompted to add additional security information, add it.

Error code c101a006 or "Internal Server Error"

Problem
This error code may occur if there is a temporary service disruption.

This error code may also occur when you try to download an app and there is incomplete information in your Microsoft account profile or that the Terms of Service for Xbox LIVE were not accepted.

Solution
If there may be a service disruption, you can wait a little while and then try again.

If there is incomplete information in your profile, sign in to your Microsoft account (https://account.live.com) (formerly known as Windows Live ID), tap or click Edit personal info, make sure that your Birth date and Home Country/region are completed, and then tap or click Save.

Note If you see a message indicating that your password is weak, change it to something stronger. If you are prompted to add additional security information, add it.

Or, sign in to Xbox LIVE (https://live.xbox.com/account/signin) using your Microsoft account and follow any prompts to accept the Xbox LIVE Terms of Service.

Error code 805a0193

Problem
This error code may occur if there is a temporary service disruption.

This error code may also occur when you try to connect to a Wi-Fi network, but you have an incorrect ISP configuration or invalid network settings.

Solution

If there may be a service disruption, you can wait a little while and then try again.

If you are having a Wi-Fi network problem, try the following:

•	Try connecting to a different Wi-Fi network.
•	Verify that you have a working network or Internet connection. Trying going to http://www.windowsphone.com/store from the phone.

Error code c101a7d1

Problem
This error occurs may occur when an application license is not listed in your purchase history or a service disruption prevents Store from checking your purchase history. 

This error code may also occur when you try to update an app with an invalid content license. 

Solution

Wait a little while and try again. If the problem continues to occur, follow these steps:

1.	Cancel the update. (Press and hold the app or update you want to cancel, then tap Cancel.)
2.	Uninstall the current version of the app.
3.	Download the app again from the Store.

Error code d0000011

Problem
This error is caused when the phone is manually deregistered using the Remove this phone option on www.windowsphone.com (http://www.windowsphone.com) .

Solution

1.	Back up your phone.
2.	Perform a hard reset of the phone.
3.	Complete the phone setup.
4.	Restore the phone.

For more information on how to backup and restore your information, and perform a hard reset of your phone, see the following Microsoft Knowledge Base articles:

•	2606900 (http://support.microsoft.com/kb/2606900/ ) Your Windows Phone 7 doesn’t work or respond as expected
•	2749480 (http://support.microsoft.com/kb/2749480/ ) Your Windows Phone 8 doesn't work or respond as expected

Error code 8000ffff "There is a problem completing your request. Try again later."

Problem
This error may occur when an app has been removed from Store and no longer available to be installed or updated. 

This error may also occur when you try to restore a downloaded or preinstalled app that may not be restorable from the Windows Phone Store. 

Solution
If the app was removed from the store, check periodically to see if application has been republished to Store.

Otherwise, cancel the download (press and hold the download, then tap Cancel), and then download the app again from the Store.

Error code 805a01f7

Problem
This error occurs when there is a temporary service disruption.

Solution
Wait a little while and then try again.

Error code 805a01f4

Problem
This error occurs when there is a temporary service disruption.

Solution
Wait a little while and then try again.

Error code 805a0194

Problem
This error occurs when there is a temporary service disruption.

Solution
Wait a little while and then try again.

Error code D0000011

Problem
This error occurs when the phone was manually removed from windowsphone.com.

Solution
To use the phone with Store, hard reset the phone and compete setup again.

Error code C101abb9

Solution
Wait a little while and try again.

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Your Windows Phone 7 might stop working properly. For example:

•	When you start your phone it gets stuck and doesn't turn on all the way.
•	When you tap, flick, or pan your phone's screen there’s no response.
•	Some of your apps or games don’t launch as expected.

This article describes how to restart, update, reset and restore, and roll back your phone to get it working again.

For help with specific error codes, see the following Knowledge Base article:

2484484 (http://support.microsoft.com/kb/2484484/ ) Installing and troubleshooting problems during the software update for Windows Phone 7

For problems with Windows Phone 8, see the following Knowledge Base article:

2749480 (http://support.microsoft.com/kb/2749480/ ) Your Windows Phone 8 doesn't work or respond as expected

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1. Restart your phone

Turning your phone off and then back on may resolve the issue.

To restart your phone, press and hold the Power button until you see Slide down to power off, then flick down. After it’s off, press to turn on your phone again.

If this restart sequence doesn’t work for your phone, try one of the following options:

•	Press and hold the Power button for 10 seconds. After it’s off, press to turn on your phone again.
•	If your phone has a replaceable battery, remove and reinsert the battery located under your phone’s back panel. Press to turn on your phone again.

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2. Update your phone

Software updates add new features that improve the performance and stability of your phone and may get it working again. If restarting your phone didn't resolve your problem, try updating to the latest version of Windows Phone 7. Follow these steps:

a.	Check whether there are any software updates for your Windows Phone 7: • On Start, flick left to the App list, tap Settings , and then tap Phone update to see whether an update is ready for you.
b.	If an update is available, connect your phone to your primary computer with the USB cable that was included with your phone. If you have to use a different computer, see Syncing your device to another computer as guest.
c.	Open the Zune software on your computer.
d.	1. Click Settings, located at the top of the Zune software page. 2. Click Phone, located in the upper-left corner of the screen. 3. Click Update, located in the list at left. Keep your phone connected to your computer until you see a notification that the update is complete.

To learn more about updating your Windows Phone 7, and how to prepare for an update, see How do I update my phone software?

On a Mac? Download the Windows Phone app for Mac.

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3. Roll back your phone

Sometimes a phone has performance problems after a software update. If your phone doesn’t work after an update, you may want to roll it back to its pre-updated version and state.

Your PC will only create a roll-back point as part of an update (i.e., so that you can start over if you have to). This roll-back point will only be saved on the PC that the Windows Phone was updated on. (However, if your phone was in guest mode, the PC will delete the restore point after a while, so it may not always be available.)

A rollback can be a complex process, and you might lose all new or changed items since your last phone update. These items include text messages, ringtones, downloaded music, and settings you've changed since your last update. This is why it’s important to roll back your phone as soon after an update as possible, if you have to do this.

To learn more about what data gets restored and what doesn’t after a rollback, see Restore a backup to my phone.

Note on the terms “Roll back” and “restore”:The roll-back process is named “restore” in the Zune and Windows Phone interface in the steps that follow, and refers to rolling back to an earlier version, not retrieving content, as it does in Step 4 below (Reset and restore your Windows Phone 7).

To start the rollback process:

•	Make sure that you’re using the same computer you used when you made the latest phone update.
•	In order to roll back your phone, you must have an available back up of the earlier OS version with all its content and settings. This is what you are rolling your phone back to. The Zune software automatically rolls back your phone by locating a copy of this earlier version. Try Option 1 first. If the Zune software can’t detect an earlier version, try the manual process of Option 2.

Option 1:Automatically roll back using the Zune software (Recommended)

Follow these steps:

1.

1. Turn on your phone. 2. Connect your phone to the computer that was used for the update. Use the USB cable that was included with your phone. 3. Open the Zune software on the computer. 4. Click Settings, located in the upper-right corner of the screen. 5. Click Phone, and then click Update. 6. Click the Restore button. If you don't see a Restore option, no backup is available for your phone through the Zune software. If this is the case, try the manual roll back option that follows these steps in Option 2. 7. If you have a restore option, follow the directions on-screen to restore your phone to its previous version. (Remember, in this interface, "restore" means "roll back.") Try using your phone to see how it works. Option 2: Manually begin the rollback process If the Zune software doesn’t detect an earlier phone version to roll back to, you can go through the process manually. Here's how:

2.

1. Turn off your phone. Note If your phone is currently stuck on the manufacturer's logo, try removing the battery to turn it off. 2. Disconnect your phone from the USB cable. 3. Hold down the camera button. 4. Continue holding down the camera button and connect the USB cable between your phone and computer. 5. Continue holding down the camera button until you see the connect-to-computer screen. 6. Release the camera button. 7. Open the Zune software on the computer. 8. The Zune software should automatically prompt you to start the roll-back, or restore process.

If you do get the restore prompt, continue the process to roll back your phone.

When roll back is complete, you might notice that some content and settings you recently added are missing.

Your phone is now in an earlier software version, but you can sync your media content back to your phone with the Zune software.
Now, try your phone and see if it's working again.

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4. Reset and restore your phone

Make this your last option, as it is not reversible.

Important notes

•	When you reset your phone, you erase all personal data and restore your phone to the state it was in when you purchased it. In other words, you are wiping your phone clean.
•	The personal content that gets erased after a reset includes: Purchased and downloaded apps, ringtones, saved games, contact groups, any pictures, music, or videos, and text messages, which can’t be restored after they’re deleted.
•	Items that can be restored to the phone include: Media content that you previously synced with the Zune software, purchased apps, and saved games.

There are three parts to resetting and restoring your phone: first, sync your content; second, reset your phone; and third, restore your content.

a.	Sync your content before the reset Connect your phone to your computer and sync your photos, music, and videos by using the Zune software. After the reset, you can sync these media files back to your phone. For more info on how to sync content, see Sync music, pictures, and videos. If you can’t sync because your computer doesn’t recognize your phone, see the following troubleshooting wizard: Computer doesn’t recognize your device on the Zune software.
b.	Reset your Windows Phone 7 1. On Start, flick left to the App list. 2. Tap Settings, and then tap About. 3. Tap Reset your phone, located at the bottom of your screen. 4. Tap Yes to confirm your reset. 5. Next, you’re going to get a series of screens to set up your phone. This is the same process that you went through after you first bought your Windows Phone 7. For more info, see Account setup. Note You must sign in with the same Microsoft account (formerly called Windows Live ID) that you used when you first downloaded content and purchased apps.
c.	Restore your content to your phone To restore, you first re-sync your media content, and then reinstall previously purchased apps and games back to your phone. 1. Sync your media content back to your phone: a. Connect your phone to your computer using the USB cable that was included with your phone, and then open the Zune software. b. To automatically sync all items back to your phone, click Settings, located at the top of your screen. c. Click Phone, located in the upper-left corner of your screen. You should be on the Sync options screen. d. For each media type that applies, select the All button. e. Click the OK button to start the sync. f. Next, you’ll see a phone screen with your sync in progress. You can disconnect your phone from the Zune software when you see Sync complete. For more sync choices, such as a manual drag-and-drop option, see Sync music, pictures, and video. 2. Reinstall your previously purchased apps and games to your Windows Phone 7: To reinstall apps from your phone: 1. On Start, tap Marketplace . 2. Tap Search on your phone screen to find the app or game that you want to reinstall. 3. When you locate the app or game that you want to reinstall, tap Buy. You’ll see a message that states you already purchased it. You can reinstall it for free. 4. Tap Install, and then follow the instructions to reinstall the app. You might have to re-enter your Microsoft account (formerly called Windows Live ID). Note Your Microsoft account is called Windows Live on your Windows Phone 7 interface. Note If you can’t remember the apps and games you bought, you can see your purchase history online when you reinstall from the web, in the next set of steps. To reinstall from the web: 1. On your computer, go to the Windows Phone website, and then sign in with the same Microsoft account (formerly called Windows Live ID) that you used on your phone. 2. Click My Phone at the top of the screen, and then click Account. 3. Under App Purchase History, find the app you want to reinstall and click Reinstall. 4. Follow the instructions to reinstall the app. You might have to re-enter your Microsoft account (formerly, Windows Live ID).

At this point, your phone has been reset to its previous state, and all the restorable content should be reinstalled. Try using your phone to see how it works. If you're still having problems, go to the Assistance section at the bottom of this article.

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When you try to download a Marketplace app or game onto your Windows Phone 7, you receive an error message in the downloads queue, below the item's name:

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This problem can occur when an app or game doesn't download successfully to your phone.

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To finish downloading and installing the app or game, try these steps:

1.	Make sure your phone has a cellular connection or is connected to Wi-Fi. For more information, visit Connect to a Wi-Fi network.
2.	After you validate your phone's connection, go to Start, and tap the Marketplace tile.
3.	At the bottom of the Marketplace screen, tap Download to see a queue of your incomplete downloads.
4.	In your Downloads list, tap and hold the app or game that's stuck, and then tap Retry.
5.	Marketplace will try to download the item again. After it's installed, you can find the item either under Apps or Games.

If the download continues to fail, you may have to delete the download and begin again. To do this:

1.	Locate the app or game in your download queue.
2.	Tap and hold the app or game icon, and tap Delete.
3.	After the download is removed from the queue, go back into Marketplace, locate the application, and tap Buy or Install.

Note When you buy a game or app, you will receive a confirmation message: “You’ve already purchased this app. Would you like to install it again?” Select Install to reinstall the application. You will see a similar message for free apps.  

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