Troubleshooting for Nokia products

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You can't upload or share photos from Windows Phone 7 to SkyDrive or Facebook, and you might receive one of the following error messages:

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This problem might occur for several reasons:

•	There might be a temporary service outage or service issue with SkyDrive or Facebook.
•	You may have a poor cellular data connection or no connection at all.
•	Airplane mode might be enabled.
•	You might be connected to a wireless signal that has no Internet connection.
•	Your Windows Live username and password credentials may have changed.
•	You haven't finished setting up your Windows Live SkyDrive account.

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To resolve your issue, try one of the following solutions:

•	Update your phone by using the Zune software on your computer. For more information about how to update, see the following article on the Windows Phone 7 Help and how-to website: How do I update my phone software?
•	Check the status of the Windows Live service: Service Status (English only)
•	Try uploading the photo again, in case there was a temporary service problem.
•	Check your wireless signal strength (tap the upper-left corner of your phone screen). If it is low, try again when you are in an area with stronger cellular coverage.
•	Disable airplane mode. From the Start screen, flick left to the App list, tap Settings and then tap Airplane mode. If the Status is displayed as On, tap the toggle switch to turn it Off. Note If airplane mode is enabled, a small airplane icon will appear in the upper-left corner of the phone's screen.
•	To disconnect Wi-Fi and use your cellular data connection, go to Start, flick left to the App list, tap Settings , and then tap Wi-Fi. Tap the Wi-Fi networking toggle switch to turn it Off. Note Connection to a Wi-Fi signal does not automatically mean that you have an Internet connection. You can check whether you have an Internet connection by opening the Internet Explorer app on the device. If you can successfully browse to a website, such as Windows Phone, then you have an Internet connection.
•	On the phone, go to Start, flick left to the App list, tap Settings , and then tap Email+accounts. Tap Windows Live and re-enter your username and password information, and then tap Done.
•	If you are trying to use the Zune software to sync with your PC, the following Xbox support article may also help resolve the issue: Can’t sync to Windows Phone 7 or Zune

If these solutions don't resolve your problem, try more steps for Facebook or SkyDrive:

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Facebook

Make sure that your password is correct, or try removing and then re-adding your Facebook account.

Note Removing and re-adding your Facebook account will remove any manually linked contacts with Facebook.

•	To update your Facebook password: From Start, flick left to the App list, tap Settings , tap Email+accounts, tap Facebook, enter your current password, and then tap Done. Try uploading a picture. If you still receive an error, remove and then re-add the account.
•	To remove Facebook: From Start, flick left to the App list, tap Settings , tap Email+accounts, tap and hold Facebook, and then tap Delete two times (once to confirm).
•	To re-add Facebook: From Email+accounts, tap Add an account, and then tap Facebook. Enter your Facebook email address and password, and tap Sign in. Tap Connect to go directly to Facebook.
•	Try resetting your phone back to the original factory settings. Important 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. To reset your Windows Phone, and then restore media content, follow the steps in the following Microsoft Knowledge Base article: 2606900 (http://support.microsoft.com/kb/2606900#reset) Your Windows Phone 7 doesn't work or respond as expected

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SkyDrive

Here are some common issues that occur when uploading or sharing photos on SkyDrive:

•	If the pictures hub is not displaying your entire set of SkyDrive picture folders it may be due to how the folder is configured on SkyDrive. The pictures hub only shows "Photo" folders. To change the folder type: 1. Go to SkyDrive. 2. Click the folder that is not displaying photos and from the right pane, expand Information. 3. Under Folder type, click Change. 4. Select Photos and then click Save.
•	You may notice a "Mobile uploads" and/or a "SkyDrive camera roll" folder in your Pictures hub. These are normal, depending on how you use your phone: • Mobile uploads: When you manually choose to share on SkyDrive, pictures are stored in this folder. • Skydrive Camera roll: These are where pictures are stored after you enable the Automatically upload to SkyDrive setting on the phone.
•	Pictures uploaded automatically or manually via the "share with Skydrive" menu are at low resolution. You can upload your pictures at full resolution using the SkyDrive app, which is available in Marketplace.
•	You are unable to delete SkyDrive photos from the Pictures hub. You can manage your SkyDrive photos using the SkyDrive app, which is available in Marketplace.
•	If the battery power is low, pictures will not automatically upload to SkyDrive. If this happens, your phone might be able to upload the pictures, later, when you can connect the phone to the charger and have a data connection.
•	If you still have trouble uploading or sharing pictures, try resetting the phone. Important 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. To reset your Windows Phone, and then restore media content, follow the steps in the following Microsoft Knowledge Base article: 2606900 (http://support.microsoft.com/kb/2606900#reset) Your Windows Phone doesn't work or respond as expected

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You received a message on your Windows Phone 7 regarding an update:

An update is available. Updates can make your phone work better and add new features. They can make your phone more secure, too. To learn more and install this update, connect your phone to your computer. This message indicates that a newer version of the software for your Windows Phone 7 is available. More information about this update can be found on this Windows Phone 7 Help and how-to webpage: Phone updates FAQ. If you have problems installing the updates, see the links below.

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First make sure that your phone is ready to install the update. To learn more about this, visit Windows Phone 7 update central. (http://www.windowsphone.com/en-US/How-to/wp7/update-central)

Once your phone is ready, find your error code below and follow the steps given:

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80070013 or 8007000F

Recently, a small number of HTC users have experienced software installation issues via the Zune software, which was caused by an earlier hardware firmware version. To address this, an updated firmware patch is available on the HTC website (http://www.htc.com/www/support/news.aspx?p_id=415&p_name=htc-titan) to ensure future installations will not be affected for any users who encounter the issue. User data will not be affected.

Select the HTC web site closest to your location. Download the hotfix and follow the on-screen instructions to resolve the issue.

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800704C7

The update process was cancelled.

If you did not intentionally cancel the update process, then make sure that you are using the USB cable which was included with your phone. Reconnect your phone to another USB port on your computer. Do not use a USB hub or ports on the front of your computer.

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800704DD

Current user is not a member of local Administrators.

The check for updates failed before the update was successfully downloaded, possibly because you were not logged in as a local administrator.

Temporarily change your account type to administrator on your computer.

When attempting the phone update process, the best user account to use is the one you use every day, however, your account may need to be an administrator account in order to successfully update your phone.

If you are not sure whether the account that you have on the computer is an administrator account, you can check the account type in User Accounts.

•

How do I check the type of account I have? After you log on to your computer, Click the Start button , click Control Panel, click User Accounts, and then click Manage User Accounts. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. The steps that you should follow will vary, depending on whether your computer is a member of a domain or a workgroup: • If your computer is a member of a domain, your user name is highlighted and your account type is shown in the Group column. Currently logged-on domain user. • If your computer is in a workgroup, your account type is displayed below your user name. Currently logged-on workgroup user. If your account type is Administrator, then you are currently logged on as an administrator. If your account type is NOT Administrator, then you may need to change your account type to an administrator unless you know the username and password for another account on the computer that is an administrator. You can also ask an administrator to change your account type to an administrator. For Windows Vista or Windows XP, see the following articles: • User accounts: frequently asked questions (http://windows.microsoft.com/en-US/windows-vista/User-accounts-frequently-asked-questions) (Windows Vista) • Types of user accounts (http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/ua_c_account_types.mspx?mfr=true) (Windows XP)

•

How do I change my account type to an administrator? If your account type is NOT Administrator, then you cannot change your account type to an administrator unless you know the username and password for another account on the computer that is an administrator. If you are not an administrator, you can ask an administrator to change your account type to an administrator. The steps that you should follow will vary, depending on whether your computer is a member of a domain or a workgroup. Your computer is a member of a domain 1. Open User Accounts by clicking Start , Control Panel, User Accounts, and then Manage User Accounts. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. 2. On the Users tab, under Users for this computer, click the user account name, and then click Properties. 3. On the Group Membership tab, click the group you want the account to be in, click OK, and then click OK again. Your computer is in a workgroup 1. Open User Accounts by clicking Start , Control Panel, User Accounts and Family Safety, User Accounts, and then Manage another account. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. 2. Click the account you want to change, and then click Change the account type. 3. Select the account type you want, and then click Change Account Type.

Once you've logged in as an administrator, try updating your phone again.

For information on changing a user account type in Windows Vista or Windows XP, see the following articles:

•	Change a user's account type (http://windows.microsoft.com/en-US/windows-vista/Change-a-users-account-type) (Windows Vista)
•	To change a user's account type (http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/ua_change_account_type.mspx?mfr=true) (Windows XP)

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800705B4

Your phone can’t finish the update because it timed out.

If you’re encountering error 800705B4 (“The timer ran out on what we were trying to do”) when updating your phone, the following set of steps may resolve the problem.

Delete history for Internet Explorer Mobile, Maps, and Search, and try the update again

Disconnect your phone from your computer before you start.

a.	Delete cookies, history, and saved passwords for Internet Explorer Mobile. 1. On Start, flick left to the App list, and then tap Settings . 2. Flick to Applications, then tap Internet Explorer. 3. Tap Delete history to erase browser history, saved cookies and passwords, and temporary Internet files from your phone.
b.	Delete previous map searches, pins, and image data from your phone. 1. On Start, flick left to the App list, and then tap Settings . 2. Flick to Applications, then tap Maps. 3. Tap Delete history to erase map search history, pins, and image data from your phone.
c.	Delete previously-typed search terms from your phone. 1. On Start, flick left to the App list, and then tap Settings . 2. Flick to Applications, then tap Search. 3. Tap Delete history to erase previously typed search terms from your phone.

Reconnect your phone using the USB cable that was included with the phone to try the update again.

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80072EFF, 80072EE2, 80072FA8, 801811A5, 801881CC, or 80072EE7

To resolve this problem, try the following steps.

1.	Restart your phone and check your USB cable: a. Restart your Windows 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 doesn't work try one of these: Press and hold the Power button for 10 seconds. After it’s off, press to turn on your phone again. Or, Remove and reinsert the battery located under your phone’s back panel. Press to turn on your phone again. b. Make sure that you are using the USB cable which was included with your phone. c. Try to reconnect your phone to another USB port on your computer. Do not use a USB hub or ports on the front of your computer.
2.	Check your internet connection: a. Make sure that your computer is connected to the Internet and try again. b. If your computer is behind a firewall or on a corporate network, the Zune software requires certain ports and URLs to be accessible in order to perform tasks such as Windows Phone 7 Update. For more information, see the following Microsoft Knowledge Base article: 2605818 (http://support.microsoft.com/kb/2605818/ ) Enterprise support requirements for Windows Phone Update and Windows Phone Developer Registration
3.	Restart your computer.
4.	If your computer is connected to the Internet but you are still unable to update the software, make sure that the "System Event Notification Service" is running: a. Open the Services console window: • If you're running Windows 7 or Windows Vista: Click Start, type services.msc in the Start search box, and then press Enter. If you are prompted for an administrator password or for confirmation, enter the password or click Continue. • If you're running Windows XP: Click Start, and then click Run. In the Open box, type services.msc, and then press Enter. If you are prompted for an administrator password or for confirmation, enter the password or click Continue. b. Under Name, locate "System Event Notification Service," and then verify that the Status is set to Started. c. If the Status is blank or the Startup type is set to Disabled, right-click System Event Notification Service, and then click Properties. On the Startup type menu, select Automatic or Automatic (Delayed Start), click Apply, click Start, and then click OK. d. If the Status was already Started, restart the service. To do this, right-click System Event Notification Service, and then click Restart.

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80072F05 or 801881E4

Can't communicate with the update service.

Make sure that your phone has the correct date and time. To set the date and time on your phone:

1.	On Start, flick left to the App list, and tap Settings.
2.	Tap Date+time and slide Set automatically to Off.
3.	Check that your Time zone, Time, and Date are accurate and correct where it is required.

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80181103

Can't rename the update folder.

A problem was encountered trying to create or rename folders on your computer as part of the Windows Phone update process. There are 2 possible solutions:

Solution 1: Temporarily change your account type to administrator on your computer. When attempting the phone update process, the best user account to use is the one you use every day, however, your account may need to be an administrator account in order to successfully update your phone.

If you are not sure whether the account that you have on the computer is an administrator account, you can check the account type in User Accounts.

•

How do I check the type of account I have? After you log on to your computer, Click the Start button , click Control Panel, click User Accounts, and then click Manage User Accounts. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. The steps that you should follow will vary, depending on whether your computer is a member of a domain or a workgroup: • If your computer is a member of a domain, your user name is highlighted and your account type is shown in the Group column. Currently logged-on domain user. • If your computer is in a workgroup, your account type is displayed below your user name. Currently logged-on workgroup user. If your account type is Administrator, then you are currently logged on as an administrator. If your account type is NOT Administrator, then you may need to change your account type to an administrator unless you know the username and password for another account on the computer that is an administrator. You can also ask an administrator to change your account type to an administrator. For Windows Vista or Windows XP, see the following articles: • User accounts: frequently asked questions (http://windows.microsoft.com/en-US/windows-vista/User-accounts-frequently-asked-questions) (Windows Vista) • Types of user accounts (http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/ua_c_account_types.mspx?mfr=true) (Windows XP)

•

How do I change my account type to an administrator? If your account type is NOT Administrator, then you cannot change your account type to an administrator unless you know the username and password for another account on the computer that is an administrator. If you are not an administrator, you can ask an administrator to change your account type to an administrator. The steps that you should follow will vary, depending on whether your computer is a member of a domain or a workgroup. Your computer is a member of a domain 1. Open User Accounts by clicking Start , Control Panel, User Accounts, and then Manage User Accounts. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. 2. On the Users tab, under Users for this computer, click the user account name, and then click Properties. 3. On the Group Membership tab, click the group you want the account to be in, click OK, and then click OK again. Your computer is in a workgroup 1. Open User Accounts by clicking Start , Control Panel, User Accounts and Family Safety, User Accounts, and then Manage another account. If you're prompted for an administrator password or confirmation, type the password or provide confirmation. 2. Click the account you want to change, and then click Change the account type. 3. Select the account type you want, and then click Change Account Type.

Once you've logged in as an administrator, try updating your phone again.

For information on changing a user account type in Windows Vista or Windows XP, see the following articles:

•	Change a user's account type (http://windows.microsoft.com/en-US/windows-vista/Change-a-users-account-type) (Windows Vista)
•	To change a user's account type (http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/ua_change_account_type.mspx?mfr=true) (Windows XP)

Solution 2: Reinstall the Zune software on your computer.
If your account is already an administrator account, or if you are unable to change your account type to an administrator, try removing and reinstalling the Zune software and then try the phone update process again.

929358 (http://support.microsoft.com/kb/929358/ ) - How to remove and then reinstall the Zune software

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801811A3, 801811A8, or 8018119C

Problem encountered with the Background Intelligent Transfer Service (BITS).


Try enabling and restarting the BITS service and clear the BITS job queue.

Fix it for me

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

For Windows 8:

Fix this problem (http://go.microsoft.com/?linkid=9825187)
Microsoft Fix it 20057

For Windows 7, Vista, and XP:

Fix this problem (http://go.microsoft.com/?linkid=9758089)
Microsoft Fix it 50581


Notes

•	This wizard may be in English only; however, the automatic fix also works for other language versions of Windows.
•	If you are not on the computer that has the problem, you can save the automatic fix to a flash drive or to a CD so that you can run it on the computer which has the problem.

You can also try to fix it yourself following these steps:

1.	Open the Services console window: • If you're running Windows 7 or Windows Vista: Click Start, type services.msc in the Start Search box, and then press Enter. If you are prompted for an administrator password or for confirmation, enter the password or click Continue. • If you're running Windows XP: Click Start, and then click Run. In the Open box, type services.msc, and then press Enter. If you are prompted for an administrator password or for confirmation, enter the password or click Continue.
2.	Under Name, locate Background Intelligent Transfer Service, and then verify that the Status is set to Started.
3.	If the Status is blank or the Startup type is set to Disabled, right-click Background Intelligent Transfer Service, and then click Properties. On the Startup type menu, select Automatic or Automatic (Delayed Start), click Apply, click Start, and then click OK.
4.	If the Status was already Started, restart the service. To do this, right-click Background Intelligent Transfer Service, and then click Restart.
5.	If you're running Windows 7 or Windows Vista: Click Start, type cmd in the Start Search box, and then press Enter. If you are prompted for an administrator password or for confirmation, enter the password or click Continue. Type bitsadmin /reset and press Enter. If you're running Windows XP, you may first have to install bitsadmin from the Windows XP Service Pack 2 Support Tools (http://www.microsoft.com/downloads/details.aspx?familyid=49ae8576-9bb9-4126-9761-ba8011fabf38) package.

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80181196

Your phone's battery is too low to continue with the update. Charge it, and then try again later.

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80181197

Not enough space on your hard disk.

There isn't enough available space on your computer's hard disk. Remove any nonessential programs, documents, or media files and try again. You can also free up some disk space by running the Disk Cleanup wizard.

To run Disk Cleanup:

1.	Click Start.
2.	Click All Programs.
3.	Click Accessories.
4.	Click System Tools.
5.	Click Disk Cleanup.

With the latest version of the Zune software, you can choose not to back up your phone's existing software and settings. This option appears in the Zune software when it detects that your computer doesn't have enough free space. Keep in mind that if you choose to skip the backup and the update doesn't complete successfully, you might not be able to restore your phone's software and settings to their previous states.

For more information, see the Windows Phone Help and how-to page Make room on my computer for phone updates (http://www.windowsphone.com/en-us/how-to/wp7/basics/make-room-on-your-computer-for-phone-updates) .

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80181198, 801881CD, 8018000E, or 80180033

Not enough free space.

Your phone can't finish updating because it doesn't have sufficient free space. Temporarily delete some things from your phone (such as apps and media). Then reconnect and try again.



To remove media from the phone:

1.	Start the Zune Music + Video software on your computer.
2.	Click Phone and then select music, videos, pictures, or podcasts as appropriate.
3.	Right-click the files that you want to delete. Then, click Delete from .

To remove an app, locate where the app is installed on your phone. Tap and hold the app icon, then tap uninstall.

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801812C1

For Samsung Omnia 7 owners, try the steps described in the following KB:


For all other Windows Phones, a driver on your computer must be updated to resolve the issue.
A Windows Phone driver needed by the update was not installed on your computer in time. Try the update again. If you continue to receive this error, ensure that the Windows Phone driver is properly installed:

1.	Unplug the USB cable from the phone.
2.	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.
3.	As soon as the phone turns on and vibrates, press and hold the Camera button until the following "Connect to PC" screen appears. It may take a few moments for this to appear. Once the screen appears, you may release the Camera button.
4.	Reconnect your phone using the USB cable.
5.	Validate that the Windows Phone driver is installed via Device Manager: a. Click Start, right-click Computer , and then click Properties. b. Click Device Manager. c. Expand Portable Devices. The model name of your phone should now be listed.
6.	If the entry under Portable Devices indicates an issue, run the Microsoft Fix It solution below. This solution will ensure your computer is correctly configured to receive driver updates. Fix this problem Microsoft Fix It 20024 Note If there is no entry in the Device Manager for your phone, your computer is not recognizing that the phone is connected to it. Make sure that you're using the USB data sync cable which was included with your phone. You may also try another port on the computer, but don't use a USB hub or the ports located on the front of your computer. If available, use a compressed air duster to remove any dirt or debris from the USB port on the phone.
7.	If there are no issues, restart the phone: Press and hold the Power button until the phone restarts.
8.	Try the update again.

If the driver update does not solve the problem, allow "Connect to PC" mode to timeout and automatically restart the phone.

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How to automatically restart the phone

1.	Unplug the USB cable from the phone.
2.	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.
3.	As soon as the phone turns on and vibrates, press and hold the Camera button until the following "Connect to PC" screen appears. It may take a few moments for this to appear. Once the screen appears, you may release the Camera button.
4.	DO NOT CONNECT THE PHONE TO THE USB CABLE.
5.	With the phone in “Connect to PC” mode, wait for the phone to restart on its own. Note This may take up to 5 minutes.
6.	After the phone has restarted, try the update again.

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801812DD, 801811C5, or C1010007

Make sure that you are using the USB cable which was included with your phone.

Try to reconnect your phone to another USB port on your computer. Do not use a USB hub or ports on the front of your computer.

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Stuck in download mode

If your phone appears to be stuck in "Download Mode," you may have to be patient. It can take up to 30-40 minutes for your phone to update. If the phone is still taking too long to update:

1.	Disconnect the USB cable.
2.	Remove and reinsert the battery.
3.	Press the Power button to turn the phone back on.
4.	Reconnect the USB cable and start the update process again.

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Stuck at OEM splash screen

During the phone startup sequence, a series of splash screens are displayed for the original equipment manufacturer (OEM), mobile operator, and for Windows Phone.

If your phone seems to be stuck at the OEM splash screen, you may have disconnected your phone during an update before it successfully completed.

You will have to put your phone in download mode to restore your phone from backup and then retry the update.

To restore your phone by putting it into download mode:

1.	Turn off your phone. Note If your phone is currently stuck at the OEM splash screen, you may have to remove 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 your computer.
5.	Continue holding down the camera button until the connect-to-computer mode screen appears.
6.	Release the camera button.
7.	If it is not already running, start the Zune software on the computer.
8.	The Zune software should automatically prompt you to restore your phone.

After you complete the restore process, you can then retry the phone update.

Important When retrying the phone update, make sure that you let all steps of the update to complete before disconnecting your phone from the computer. Some steps of the update process can take a long time to fully complete.

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Error not listed here or phone still not working

If you receive an error that is not listed here, visit our forums at Microsoft Community (http://go.microsoft.com/fwlink/p/?LinkID=226241) for more information.

If your Windows Phone still does not respond, try the following:

•	Restart your phone, reconnect it to your computer by using the USB cable that was included with the phone, and then try to update your phone again. When you connect your phone to your computer, make sure that you do not use a USB hub.
•	Try a restart, reset and restore, or roll back of your Windows Phone 7 might help. See the following Microsoft Knowledge Base article to learn more: 2606900 (http://support.microsoft.com/kb/2606900)  Your Windows Phone 7 doesn't work or respond as expected

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