You can easily fix many issues yourself. Try our Troubleshooter first. If it doesn't help, you'll receive instructions on how to proceed further.

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My Lumia does not start up

If your phone has frozen or will not start, the Windows Device Recovery Tool can help you reset and recover your phone software at home. The tool can also be used on phones that start, but have a BitLocker recovery screen.

  • Important! Using the Windows Device Recovery Tool will erase all content stored on your phone, including apps and games (along with app data and game progress), text messages, call history, music, photos and more. If possible, back up your phone first (settings > backup). You will be able to restore a backup once the recovery is complete.
  • Note: The recovery process may take some time depending on your internet connection speed, and you cannot use your phone during the installation. The latest approved version of the software in your phone and model will be installed.
Download and install Windows Device Recovery Tool to your computer (available for Windows 7, or newer). If possible, make sure that your phone has enough battery power. When the installation has finished, start the application and the main screen will appear.


  1. If your phone is not automatically detected, disconnect all phones from your computer and press My phone was not detected at the bottom of the main screen.
  2. If prompted, select the phone manufacturer.
  3. Connect your phone to your computer with a compatible USB cable.
  4. Wait for your computer to detect the connected phone and follow the screen instructions. If the phone is not connected within one minute you can try restarting your phone: keep the USB connected, and press and hold the Power and Volume down keys simultaneously. Release the keys when the phone vibrates.
  5. Press Install software to start installing the software to your phone.
  6. Once the installation is complete, the phone will restart. If your SIM has a PIN code, you will need enter your SIM PIN code at this stage.

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My touch screen is not responding or is responding the wrong way
  1. Remove any kind of protective film or tape from the screen to check if it prevents the touch screen working. If any object is present on the top of the screen, the screen remains black.
    Proximity sensor location
  2. Clean the screen with a soft, clean and dry cloth.
  3. Restart your phone. Press and hold the Power and Volume down keys simultaneously for 10-15 seconds. Release and the phone will restart.
    Keys to press to perform soft reset
  4. Adjust the touch sensitivity to check if it helps, tap Settings > touch > Touch sensitivity (note that not all phones offer this feature).
Note! Make sure you are not accidentally touching the corners of the screen while holding your phone, as this may result in inaccurate, or unintentional touches.

Did this solve your problem?

Problem solved

Congratulations! We are glad that this guide helped to solve your problem.

More help

If these troubleshooting steps didn't help fix the problem with your phone, click here  for more help from our partners at B2X, a Microsoft authorized customer service provider.

My phone does not work or respond as expected

Try these fixes if, for example, your phone randomly reboots, freezes or does not switch on, if an app crashes, if you have sound problems, or if the screen is blank:

1. Charge your phone


Charge your phone for at least 20 minutes.

2. Restart your phone


Press and hold the Power and Volume down keys simultaneously for 10-15 seconds. Release and the phone will restart. After this operation, you may need to set the date and time on the phone.
Keys to press to perform soft reset

If the problem persists, reset and restore your phone as instructed below.

3. Reset your phone



Before continue with the reset, make sure your phone’s battery level is above 50%.
To check the remaining battery life, go to Settings > System > Battery saver (Lumia with Windows Phone 8: Settings > battery saver). If you are not able to check it, or the level is too low, charge your phone for at least 20 minutes.

Reset your phone by using the phone settings.
Select Settings > System > About > Reset your phone (Lumia with Windows Phone 8: Settings > About > Reset your phone).

However, if you cannot access the phone settings, follow the steps below:

  1. Disconnect the charger. Press and hold the Power and Volume down keys simultaneously. Release the keys when the phone vibrates and then immediately press and hold the volume down key until the phone displays an exclamation mark (!) on the screen. Release the volume down key.
    Keys to press in phase two of performing hard reset without a charger

  2. Press the volume and power keys in the following order: volume up, volume down, power, and volume down.

    Sequence of keys to press to perform hard reset without charger

    Lumia 950 XL users: the physical key combinations differ slightly compared to other Lumias.

  3. Wait for your phone to reset. During the reset you will see gears rotating on the screen for up to 5 minutes, after which the screen goes blank for ~30 seconds and then your phone will restart.
  4. Go through the initial phone setup. Make sure that you have the date and time set correctly. Select Settings > Time & language > Date & time (Lumia with Windows Phone 8: Settings > date+time).

Did this solve your problem?

Make sure you have the latest software update

To check if you have new software available for your phone do the following:

Lumia with Windows 10:

  • Go to Settings > Update & security > Phone update and tap Check for updates.

Lumia with Windows phone 8:

  • Go to Settings > Phone update and tap Check for updates.

If there are no new software available, proceed to the next step. Otherwise, below are some instructions for preparing the phone for an update and things to check after the update.

Before installation

Make some room. Great stuff comes in big packages! Before starting a software update, we recommend that you make enough space on your phone.

  • You may need to have up to 1.5GB (depending on the phone model and software release) free phone memory to ensure that the software update goes smoothly.
  • To check the available free space, go to Settings > System > Storage (Win10) or Settings > storage sense (WP 8).

Charge your phone. Before starting the update, connect to a charger or make sure your phone has enough battery power (at least 50%).

Be online. Your phone supports wireless Over the Air (OTA) updates and there is no need for cables or a computer; you can simply download and install the update using your phone.

  • Use a Wi-Fi network to download the update and avoid mobile data transmission costs.
  • Offline update is not possible.

Enable backups. Make sure your settings, apps, photos, and text messages remain safe and sound.

Lumia with Windows 10:

  • To back up app data and system settings, go to Settings > Update & security > Backup.
  • To back up your photos and videos, go to Settings > Devices > Default camera > Manage OneDrive upload settings.
  • To backup text messages, go to Settings > System > Messaging > Sync messages between devices.

Lumia with Windows phone 8:

  • Go to Settings > backup
  • On this screen you will find separate options for backing up you apps+settings, text messages and photos+videos.

During installation

Go back to settings and start the software update.

  • The update should take around 15-30 minutes, but a major update could take up to 2 hours to complete depending on your phone model and the number of apps you’ve got installed.
  • You are not able to use your phone during the update installation.
  • Follow all the update prompts, and do not worry if your phone restarts several times during the process, that is completely normal.

Depending on your current software version, there can be several updates available for your phone, so check again for available software to get to the latest version.

After installation

Make sure you have the latest apps. Additional app updates from the Store could be needed to fully enable new features for your phone after a software update.

Lumia with Windows 10:

  • To check for app updates, go to Store > Menu > Downloads and updates and tap Check for updates. After the update check is complete, tap Update all.

Lumia with Windows phone 8:

  • To check for app updates, go to Store > > settings > and tap Check for updates.

Things didn’t go as planned? You can find answers to some problematic cases from our Community.


Did this solve your problem?

My phone is getting slow

Stop applications from background

  • Long press the back key to see the apps running in the background. Swipe through the app list and tap the X to close the apps that are not needed.
  • When you have finished, tap the menu key to return to the start screen.
  • Check which apps are running background tasks and block the ones you do not need: Go to Settings > System > battery saver and select Battery use (Lumia with Windows Phone 8: Settings > battery saver and swipe to usage). Tap on any app to manage it. Within each app, you can select Details and select whether the app is allowed to run in the background (Lumia with Windows Phone 8: Tap the link above the app list and select show apps that can run in the background).

Apps on SD Card

For optimal application performance, if possible, install the application or game into the phone storage instead of the SD card.

  1. In the app list, select Storage (Lumia with Windows Phone 8: Storage Sense).
  2. Tap the SD card bar at the top of the screen.
  3. Select Apps and games (Lumia with Windows Phone 8: apps+games).
  4. Tap the app you want to move, and tap Move to phone.

Note! If your SD card has thousands of media items, the file system scan may consume considerable amounts of your phone processing power even when running in the background. If you think that is the issue, just simply go to App list, select Storage (Lumia with Windows Phone 8: Storage Sense), tap the SD card bar and tap Remove SD card. You can access your SD card next time you restart your phone.

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My camera is not working correctly
Lumia with Windows 10:
  1. Tap Store tile to see if there are any updates available for your camera app. Tap  Menu > Download and updates. Scroll to the bottom and you will see Check for updates. After checking for updates, select Update all from the top of the screen.
  2. If you have more than one camera app, tap Settings > Devices > Default camera and select the default camera app.
Lumia with Windows Phone 8:
  1. Tap Store tile to see if there are any updates available for your camera app.
  2. Restore the default camera settings, go to Settings and then swipe left to applications > photos+camera (pictures+camera). Scroll down to the bottom and tap reset camera.

My camera app does not open and the display goes back to the start screen

  1. Restart your phone. Press and hold the Power and Volume down keys simultaneously until you feel the phone vibrate. After this operation, you may need to set the date and time on the phone.
  2. Try another camera application. If it only happens in one application, reinstall it from the Store again to resolve this issue.
Did this solve your problem?

My memory card is not working properly

Memory card is not recognized

Make sure of the following:

  • You have a fast 4–200GB microSD (Lumia with Windows Phone 8: 4-128GB microSD) memory card by a well-known manufacturer.
  • Your memory card is not full (there should be at least about 50 MB of free memory on the card).
  • Your memory card is not password protected. To check if your memory card is password protected, connect it to a PC with a USB reader that has a microSD card slot. If the card cannot be accessed, it is password protected. Remove the password from your memory card using the device where it was previously used.

Memory card is not working as expected

If your memory card has thousands of media items, the file system scan may consume considerable amounts of your phone processing power even when running in the background. If you think that is the issue, go to Settings > System > Storage, tap on the SD card (D:) and at the bottom of the screen tap Remove (Lumia with Windows Phone 8: App list, select Storage Sense, tap the SD card bar and tap remove SD card). You can access your memory card next time you restart your phone.

If you see the Scan SD card and fix errors message box, tap Yes to have your phone scan the card and try to fix any errors. If you see an SD card scan failed message, insert the memory card into a PC and try and fix it there with these steps:

Format your memory card on a PC

Important! Before formatting your memory card, make sure you have a backup of the data as it is lost during the formatting:

  1. Connect your memory card to a PC with a USB reader that has a microSD card slot. If your card reader or PC has a regular SD card slot, you can use a microSD card adapter.
  2. Use the File Explorer and browse to the removable storage on your computer, right-click the memory card and select Format.
  3. For 4-32 GB cards, select the file system FAT32 and allocation unit size 32 kilobytes and press Start. For 64-200 GB cards, select the file system exFAT and allocation unit size 128kB.
  4. Press OK to confirm the data loss warning message. When the formatting process is complete, press OK.
  5. Restore only the data that is compatible with your phone (JPEG or MP4 in the photos folder or MP3 in the music folder).
  6. Right-click the memory card, select Eject, and wait until it is safe to remove the card.
  7. Insert the memory card into the memory card slot in the phone until it locks into place.

Did this solve your problem?

My battery drains out fast

  1. Restart your phone.
  2. Switch the battery saver mode on: press Start, then swipe left to the app list, go to Settings > System > Battery saver) and switch Battery Saver to On (Lumia with Windows Phone 8: Settings > battery saver).
  • If you want the Battery Saver to switch on whenever the battery gets down to 20%, select When battery is low.
  • If you want to switch on the Battery Saver now and leave it on until the next time you recharge the battery, select Now until next charge.

When enabled, a small heart icon appears over the battery icon, and your phone does not automatically receive mail and calendar updates, update some live tiles, or allow apps to run in the background.

You can also try the following:

  • Note! The available features of your phone may vary, depending on, for example, your language, region, service provider, or phone model.

Turn off services and functions that you do not use:

  1. Close the apps you are not using: press and hold the back key to see the apps running in the background. Swipe through the app list and tap X to close the apps that are not needed.
  2. Switch off location services: tap Settings > Privacy > Location (Lumia with Windows Phone 8: Settings > location), and switch Location services to Off.
  3. Switch off Bluetooth: tap Settings > Devices > Bluetooth (Lumia with Windows Phone 8: Settings > Bluetooth), and switch Status to Off.
  4. Switch off NFC: tap Settings > Devices > NFC (Lumia with Windows Phone 8: Settings > NFC (tap+send)), and switch Tap to share to Off.
  5. Lumia with Windows Phone 8: stop your phone connecting to your music collection in the cloud. Start the Music app, then tap ... > Settings, and switch settings to off.
  6. Check which apps are running background tasks and block the ones you do not need: tap Settings > System > Battery saver > Battery use (Lumia with Windows Phone 8: Settings > battery saver), swipe left, and you will get recent battery usage with app list. From there, you can tap on any app to manage it. (Phones with Lumia Black and Amber, tap Settings, swipe to applications, and tap background tasks. Tap the app you want to block, and tap block).
Change the frequency of certain events:

  1. Change your mail settings to retrieve mail items less frequently: on the start screen, open the mail account you want to modify, tap ... > Settings > Accounts, select the email account you want to modify and tap Change mailbox sync settings and select the frequency in which you would like to Download new content (Lumia with Windows Phone 8: Settings > sync settings and change the setting for Download new content or set it to manual control).
  2. Set your phone screen to switch off after a shorter time: tap Settings > Personalization > Lock screen (Lumia with Windows Phone 8: Settings > lock screen), and change the setting for Screen times out after.
Other tips:

  1. Reduce the screen brightness: tap Settings > System > Display, switch Automatically adjust display brightness to Off, and reduce the Brightness level. (Lumia with Windows Phone 8: Settings > brightness, switch Automatically adjust to Off, and switch Level to low).
  2. Change the setting for the Glance screen: tap Settings > Extras > Glance screen > Mode > Off (Lumia with Windows Phone 8: Settings > glance screen, and switch Glance screen to Off).
  3. Lumia with Windows Phone 8: use double-tap to wake up your phone only when needed. Tap Settings > touch, and switch Wake up to Off.
  4. Set your phone to use 2G (GSM) network only: tap Settings > cellular network > Highest connection speed.
  5. Switch off the WiFi connection: tap Settings > Network & Wireless > WiFi (Lumia with Windows Phone 8: Settings > WiFi), and switch WiFi networking to Off.
  6. Charge your phone until the phone battery level is 100%. To check the battery level, go to Settings > System > Battery saver > Overview (Lumia with Windows Phone 8: Settings > battery saver > Remaining Battery Life).
  7. Use wired headphones, rather than the loudspeaker.
  8. Check that your apps are up to date: open Store, then tap Menu > Download and updates. Scroll to the bottom and you will see Check for updates. At the top of the page you can select Update all. Lumia with Windows Phone 8: open Store, then tap ... > Settings > check for updates. (Phones with Lumia Black and Amber: if there are updates available, tap Updates at the bottom of the Store front page).
If the battery keeps on draining fast:

  1. Lumia with Windows 10: make sure your phone doesn’t have a software update pending by going to Settings > Update & security > Phone update
  2. Out of date or invalid passwords for mail and social media accounts affect the battery life. Delete and re-create your account profiles by pressing and holding the relevant account profile in Settings > Accounts > Your email and accounts (Lumia with Windows Phone 8: Settings > email+accounts). If this fails, switch your phone to the airplane mode and reboot. Then delete your mail account, turn off the airplane mode and re-create your mail account. Apply this for all stalled account profiles (the mail account which is set as the Microsoft account on the phone cannot be removed manually).
  3. The battery may be wearing out and require replacing.

Did this solve your problem?

My phone is not charging

Battery indicator does not appear on the display

  1. Charge the phone for at least 20 minutes using your phone's wall charger.
  2. Then try to switch on the phone again.
  • Note! The charging time is much longer with a computer USB.

Battery charging is unstable

  1. Verify that your charger is working, try the charger with another compatible phone.
  2. Restart your phone, if that does not help push and pull the charger plug gently with your fingers. If this helps, check the charger connector for any dust or dirt.

Battery keeps draining fast

  • The battery may be wearing out and require replacing.

Did this solve your problem?

My battery does not get fully charged
  1. Use the battery charger that was included with your phone. Older chargers may not fully charge the battery.
  2. Reset your phone. Press and hold the Power and Volume down keys simultaneously until you feel the phone vibrate. After this operation, you may need to set the date and time on the phone. Note that this does not remove any settings or your personal content.

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My phone has problems connecting to Wi-Fi networks

  1. Restart your phone, check the WiFi connection icon on the phone screen, and move closer to a WiFi access point to get a better signal.
  2. Make sure your phone is not in the Battery saver mode (Settings > System > Battery saver, Lumia with Windows Phone 8: Settings > battery saver).
  3. Disable Bluetooth connectivity in your phone while being connected to a WiFi (Settings > Devices > Bluetooth, Lumia with Windows Phone 8: Settings > Bluetooth). Bluetooth and WiFi operate on the same frequency range and may interfere with each other.
  4. If you cannot connect to a network that you have connected to before, try deleting the network from your phone: Settings > Network & wireless > WiFi > Manage, under Known networks, tap and hold the network name, then tap Delete. (Lumia with Windows Phone 8: Settings > WiFi > manage (advanced), under Known networks, tap and hold the network name, then tap Delete.) Deleting the network will delete the associated settings on your phone. After that, tap the WiFi network in the list of networks, then try to connect again.
  5. If there is no SIM card in your phone, try inserting a SIM and check that you are not in the airplane mode. If there is no SIM card in the phone, some of the country-specific WiFi features may not be available when your phone does not know its location.
  6. Check if you can connect with your phone to another WiFi network (for example using the internet sharing feature of another phone).
  7. Using your mobile data, check if there is new software available for your phone: tap Settings > Update & security > Phone update (Lumia with Windows Phone 8: Settings > phone update).

If you are having trouble connecting to your home WiFi network

  1. Restart your router (some routers should be switched off for 2 minutes periodically to allow for background updates).
  2. Check that your password in a secure network of your phone is properly configured and that your phone's security settings match with the settings of your home WiFi network. If you keep getting an Incorrect password error, log in to your wireless router, and change the operating mode 802.11b/g/n to 802.11g only, and then restart/reset the router, and try to create a connection again.
  3. Check that your WiFi network is not configured to filter the access based on the device MAC address. If using MAC-based filtering, the MAC address of your phone must be added in the filter list. You can find your phone's MAC address in Settings > System > About > More information (Lumia with Windows Phone 8: Settings > about > more information). It should be listed under Device information.
  4. Disable other active network services such as video streaming and online games.
  5. Check on your router's support page that it has the latest firmware installed.

If you are having trouble connecting to a public WiFi hotspot

  1. Check if any authentication is needed to the public WiFi hotspot. Even though the WiFi network is open, you may still need to authenticate with a username and password on your phone browser before you can access the internet. You may also need to re-authenticate after the authentication timeout expires. Disconnect and reconnect to the WiFi network in Settings > Network & wireless > WiFi (Lumia with Windows Phone 8: Settings > WiFi) if you do not get the authentication prompt.
  2. Especially with public WiFi hotspots, the maximum number of users may already be connected. Wait for a while and try again, or look for another WiFi hotspot.

Did this solve your problem?

I cannot connect to the internet using a mobile data connection

Restart your phone with the SIM card inserted (your phone loads the settings from the SIM card) and retry your mobile data connection, for example with a web browser app.

If you cannot connect to the internet using a mobile data connection

  1. Enable the mobile data connection on your phone.
    Go to Settings > Network & wireless > Cellular & SIM (Lumia with Windows Phone 8: Settings > cellular+SIM) and switch Data connection to On.
  2. Check that data roaming is activated when you are not in your home network.
    Go to Settings > Network & wireless > Cellular & SIM and select Data roaming options > roam (Lumia with Windows Phone 8: Settings > cellular+SIM and select data roaming options).
  3. Make sure you have not reached your data limit.
    To see the data usage, go to Settings > Network & wireless > Data usage. Lumia with Windows Phone 8: From the Start screen, swipe left to the App list and start Data Sense app. Switch Restrict background data usage and/or Restrict background data usage when roaming to Off.
  4. Confirm with your mobile operator that you have an active mobile data subscription (access to internet) on your SIM card.

If your mobile data connection is still not working, try entering the new settings manually

If you can connect to a WiFi network on your phone or you are near your computer, try searching online to find the internet settings for your mobile operator. To add your settings manually:

Lumia with Windows 10:

  1. Go to Settings > Network & wireless > Cellular & SIM > SIM settings > Add an Internet APN.

Lumia with Windows Phone 8:
  1. Option 1 - Go to Settings > access point, and tap +.
  2. Option 2 - Go to Settings > cellular+SIM > SIM settings > SIM, and tap add Internet APN or switch Manual internet APN to On.

Did this solve your problem?

I cannot share my phone’s internet connection with another device

  1. Switch the Battery saver mode off, or connect a charger to your phone: tap Settings > System > Battery saver and toggle Battery saver is currently to Off (Lumia with Windows Phone 8: Settings > battery saver > Off).
  2. Check the signal strength on the phone screen. To increase the signal strength, move around, or move towards a window if you are inside a building.
  3. End all phone calls. Incoming or outgoing calls interrupt the data transfer.
  4. Check the cellular connection indicator (E, 2G, 3G, H+, 4G) on the left upper corner of the phone's screen. Change the highest network connection speed from 3G/4G to 2G and back again to make sure that your phone is connecting to the network correctly. Go to Settings > Network & wireless > Cellular & SIM > SIM Settings > Highest connection speed (Lumia with Windows Phone 8: Settings > mobile network (or cellular or cellular+SIM)).
  5. Make sure that the internet sharing security type (if not selectable, WPA2 is used) and password settings match in the connecting device and your phone (Settings > Network & wireless > Mobile hotspot > Network password, Lumia with Windows Phone 8: Settings > internet sharing).
  6. Make sure that the operator mobile data plan subscription allows WiFi tethering and your network operator has enabled internet sharing on the phone.
  7. If possible, try to create a connection with some other device or force the connecting device's WiFi adapter to use the 802.11g standard - disable the 802.11n mode. On a Windows PC, go to Control Panel > Network and Internet > Network Connections, and right click your active Wireless Network Connection and open Properties > Configure > Advanced, then select 802.11n and set value to Disabled. Once ready, press OK.
  8. Connect again, as internet sharing switches off after 5 minutes of inactivity.

Did this solve your problem?

My Bluetooth connection is not working

If you cannot connect to any Bluetooth device, restart your phone and check if you have resolved your issue. If not, continue troubleshooting with the steps below:

  1. Make sure that your phone is not in Battery Saver or Flight mode.
  2. Make sure that the pairing devices are set to be visible to one another, and that there are no obstructions blocking the space between the devices.
  3. If you cannot establish a connection or lose it soon after pairing, make sure that your phone book contacts do not have special characters or blanks before the name; rename or remove them if they do.
If the above steps do not help, start the pairing process from the beginning:

  1. Clear the paired devices list on your phone's Bluetooth settings.
  2. Reset the pairing Bluetooth device to clear information about the last Bluetooth devices and go through the pairing process (refer to the pairing device's user manual to find reset and pairing instructions).
  3. If the connection was successful, the Bluetooth symbol appears on your phone screen.
Note that compatibility with 3rd Party Devices (for example, Accessories) depends on Bluetooth standards and applications related by the Device manufacturer.

Did this solve your problem?

The cable connection to my computer does not work

Connect your Lumia phone to your PC using an USB cable that came in the sales package and then swipe up on your Lumia's screen to unlock it. Normally, when your phone is detected by Windows, it should appear under Portable Devices in Device Manager.

To check this:

  1. Press the Start button, type Device Manager and press enter.
  2. Expand the Portable devices category.

If you do not see your Lumia phone under Portable Devices, then try the following solutions:

Check your USB connection

You may try another port on your computer, but do not use a USB hub or the ports located on the front of your computer. Also, try another cable, if possible.

Verify that Windows Media-support files are installed

If your computer does not have Windows Media Player, install the Media Feature Pack for your version of the operating system.

Uninstall and reinstall the driver software

If problem still persists, continue the USB driver troubleshooting with the steps below:

  1. On your computer, press the Start button, type Device Manager and press enter (Note! Leave your Lumia phone connected to the computer while uninstalling the phone drivers).
  2. If you see your Lumia phone listed as Unknown Device next to a yellow question mark, double tap the unknown device to open the Properties window.
  3. Go to Drive tab, and select Uninstall
  4. A dialog will pop up asking you to confirm uninstallation. If you also have the option to delete the driver software, select that.
  5. Once you have uninstalled all of those; disconnect your Lumia phone.
  6. Reconnect your Lumia phone, and wait while the computer detects it.
  7. Go to Device Manager and check if your Lumia phone appears under Portable Devices.

Download and install your Lumia phone driver from the Windows Update Catalog

To install the driver software manually, follow these steps:

  1. Go to Microsoft Update download catalog page (link works only in IE) http://catalog.update.microsoft.com/v7/site/home.aspx.
  2. Search for Windows Phone WinUSB.
  3. Add the driver to the shopping basket and press view basket to continue the checkout.
  4. Download the file to your computer.
  5. Browse to the file you downloaded and extract downloaded .cab file with for example Winzip.
  6. In Device manager click Update Driver software, select Browse my computer for driver software, search for the directory you extracted the files and click Next.
  7. Reconnect your Lumia phone, and check the status in Device Manager.

Did this solve your problem?

I cannot get a network signal

  1. Restart your phone and make sure that your phone is not in the airplane mode.
  2. Check the signal strength on the phone screen, and move to an area with better reception. If you continuously experience low signal strength in a certain area, the mobile network coverage may be insufficient there. With Netradar you can check mobile operator coverage maps. The maps are available at www.netradar.org.
  3. Change the network selection mode to automatic. Select Settings > Network & wireless > Cellular & SIM > SIM settings (Lumia with Windows Phone 8: Settings > cellular+SIM and tap SIM settings). Ensure that Network selection is set for automatic.
  4. Remove any accessory covers or shells from the phone temporarily to check if they affect the signal strength.
  5. Check that your SIM card is fully inserted. If possible, try your SIM card in another phone and/or try another SIM card with your phone.
  • Note: Do not use SIM cards that have been modified to fit the SIM slot. If a regular SIM card has been cut to a smaller SIM format you will have to contact your operator to order a replacement SIM.

Did this solve your problem?

I cannot make or receive a call

I cannot make a call:

  1. Restart your phone.
  2. Check the signal strength on the phone screen and move to an area with better reception.
  3. Check that your SIM card is fully inserted. Do not use SIM cards that have been modified to fit the SIM slot.
  4. If possible, try your SIM card in another phone and/or try another SIM card with your phone.

I cannot receive any calls:

  1. Restart your phone.
  2. Check the cellular signal strength on the phone screen, and move to an area with better reception.
  3. Check that your SIM card is fully inserted. Do not use SIM cards that have been modified to fit the SIM slot.
  4. Switch Call forwarding to Off: On the start screen, tap Phone > ... > settings.
  5. Remove any kind of protective film or tape from the screen to check if it prevents the touch screen working.

Did this solve your problem?

My phone does not recognise my SIM card

Do not use SIM card adapters or SIM cards that are modified to fit into the SIM slot. If you need a SIM card of different size, contact your operator.

Try also the following:

  1. Restart your phone.
  2. Check that your SIM card is fully inserted.
  3. If possible, try your SIM card in another phone, or another SIM card in your phone.
  4. Your phone may be SIM locked, which prohibits using a SIM card from a different network operator. Contact your network operator to confirm if your phone is locked. They can provide the unlock code and instructions on how to use it.
Did this solve your problem?

I cannot end a call because my phone screen remains black
  1. Press the Power (lock) key to switch the screen on, and then tap end call.
  2. If the screen remains black, restart your phone by pressing and holding the Power and Volume down keys simultaneously for 10-15 seconds.

If the problem persist, remove any kind of protective film or accessory cover to check if it prevents the touch screen working properly.

Did this solve your problem?

I cannot send or receive text messages
  1. Restart your phone.
    The date and time may be incorrect after restarting your phone. To set the time correctly, go to Settings > Time & language > Date & time (Lumia with WP 8: Settings > date+time).
  2. Check the signal strength on the phone screen, and move to an area with better reception.
  3. Send a text message to your own mobile phone number. This will test your sending and receiving capabilities in one go. 
  4. Check the SMS center number (Messaging > ... > settings > SMS center number). If the number is missing or you think it is incorrect, confirm the number with your network operator.
  5. If you have Multi-SIM (two SIM cards with the same mobile phone number), note that some text messages can only be received on your assigned primary SIM card.

If the previous steps do not help, insert a different operator SIM card into your phone to verify that the phone is working properly.

Did this solve your problem?

The person I am calling cannot hear me

If no one can hear you on the other end while on the call may likely be due to some microphone issues with your phone. Check these easy steps first:

  1. Check that your microphone is not muted, or if there is any background noise, move to a quieter area.
  2. Try again. Sometimes just redialing is enough, but your phone restart can also help.
  3. Check if the issue is happening to a specific phone number on outgoing or incoming calls - can the other person hear other callers?
  4. Make a call, or try to playback the voicemail on your phone. Use your phone in-call options, switch to the speaker mode to check if that resolves the problem (for more info, see the user guide of your phone).
  5. If the other end cannot hear you in the speaker mode, check that no any objects are blocking the internal microphone openings on your phone, such as the accessory case or shell.
  6. If the problem persists, connect a compatible wired headphone. Push and pull the audio plug gently with your fingers, and disconnect it. If this helps, check the audio jack connector for any dust or dirt.
Did this solve your problem?
My phone does not alert me when receiving a call or message
  1. Make sure that the Ringer volume is not set too low. On the Start screen, press volume up key several times to see the number increases in the upper left corner.
  2. Check if the issue is with a specific ringtone: Go to Settings > Personalisation > Sounds (Lumia with Windows Phone 8: Settings > ringtones+sounds). Under Ringtone, open a list and choose an item. Tap on a play button to preview the ringtone.
  3. Make sure that call forwarding is switched off: Go to Settings > Extras > Network services. Under Call settings tap SIM and wait for the information to be collected from the operator. Once the information has been populated, ensure that under Call forwarding that All calls are set to Off. Lumia with Windows Phone 8: On the Start screen, tap Phone > ... > settings and switch Call forwarding to Off.
  4. Connect a compatible wired headphones. If the headphones work, disconnect them, restart your phone and continue troubleshooting the internal speakers.


Did this solve your problem?

I cannot hear the other person in a call

If you cannot hear anyone but they can hear you, which may likely be due to some internal speaker issues with your phone. Check these easy steps first:

  1. Restart your phone, disconnect all possible external sound devices from your phone, such as wired headphones and Bluetooth devices.
  2. Make a call, or listen to voicemail on your phone, use the volume keys to turn the sound up (depending on your phone model, you can see the volume bar on the screen when you press the volume keys).
  3. Use your phone in-call options, switch to the speaker mode to check if that resolves the problem (for more info, see the user guide of your phone).
  4. If you can hear the other person in the speaker mode, check that no any objects are blocking the internal speaker opening on your phone, such as an accessory case or a protective film.
  5. If you still do not hear sound from the internal speaker, connect a compatible wired headphone. Push and pull the audio plug gently with your finger, and disconnect it. If this helps, check the audio jack connector for any dust or dirt.

Did this solve your problem?

I cannot send or receive email

If you can connect to internet using your phone's browser but your email does not sync with the server, or if you see an error message, follow these steps:

  1. Check your phone's date and time. If the time is wrong, your phone might not be able to access your email.
  2. Check your email account on the phone to see if specific attention is required.
  3. Use your browser to sign in to your email providers online mailbox to make sure that your password is correct, and that the email service is active.
  4. Clean your inbox. Move your emails from inbox to a temp folder. This is also to determine if there are corrupted emails causing synchronization problems, then sign out.
  5. Close any other email programs to ensure that there is only one device trying to access your email account at any one time and try again.

I can't receive email on my phone

  1. Check any Junk mail folders. Perhaps your email was received but accidentally filtered.
  2. Change your email sync setting, which specifies in days how old items should be downloaded from the server. This can resolve the issue of not seeing an older email items on your phone.

I can receive but not send email from my phone

  1. Try using Wi-Fi instead of the mobile data.
  2. Check with your email provider for any specific settings, or compare the settings to another phone. It is often the case that the email provider will use different settings when sending email depending on which network you are on. You may be asked to use the email provider’s own server to send emails, or use different encryption settings when sending email.

I get an error message

  • Use your browser, try searching online to find a support article for the error message.

Did this solve your problem?

I cannot send or receive multimedia messages

Restart your phone with a SIM card inserted, and retry sending a multimedia message (your phone loads the settings from the SIM card).

  • Tip! Send a multimedia message to your own mobile phone number. This will test the sending and receiving capabilities in one go.
  • Important! Multimedia messaging requires cellular data connectivity.
  • Note! If you have two SIM cards assigned to the same phone number, only the primary SIM card can receive multimedia messages.

If you can connect to the internet but you cannot send multimedia messages, try entering the settings manually

  1. Try searching online to find the multimedia settings for your mobile operator. To add your settings manually, go to Settings > Network & wireless > Cellular & SIM > SIM settings. At the bottom you should see MMS APN. Tap +.

    Lumia with Windows Phone 8 (depending on your phone model):
    • Option 1 - Go to Settings > access point, and tap +.
    • Option 2 - Go to Settings > cellular+SIM > SIM settings > SIM, and tap add MMS APN.

If you cannot connect to the internet using a mobile data connection

  1. Enable the mobile data connection on your phone. Go to Settings > Network & wireless > Cellular & SIM (Lumia with Windows Phone 8: Settings > cellular+SIM) and switch Data connection to On.
  2. Check that data roaming is activated when you are not in your home network. Go to Settings > Network & wireless > Cellular & SIM (Lumia with Windows Phone 8: Settings > cellular+SIM) and select Data roaming options.
  3. Make sure you have not reached your data limit. Go to Settings > Network & wireless > Data usage.
  4. Ensure background data is not restricted. Go to Settings > Network & wireless > Data usage > Edit. Switch Restrict background data to Never and/or Restrict background data usage when roaming to Off.
    Lumia with Windows Phone 8: From the Start screen, swipe left to the App list and start Data Sense app. Switch Restrict background data usage and/or Restrict background data usage when roaming to Off.
  5. Confirm with your mobile operator that you have an active mobile data subscription (access to internet) on your SIM card.

Did this solve your problem?

I have forgotten my Microsoft account password

Use your browser, go to account.live.com/password/reset and follow the instructions.


Did this solve your problem?

I cannot add Microsoft account

Signing in to the Microsoft account may fail if the phone date is not correct. It may also fail if the network connection is not working properly or if you are trying to create a new Microsoft account with a live.com email address. You may also be asked to verify your identity before the Microsoft account can be set up.

Check the time settings and the network connection

  1. Go to Settings > date+time and manually set the correct time zone, date and time. Try signing in again.
  2. If the above action doesn't solve the problem, connect to a Wi-Fi network and try signing in via that network.

If you see a message 'Can't connect'

  1. If this happens during the initial setup, skip the account setup wizard by tapping sign in later.
  2. Update your phone in Settings > phone update > check for updates.
  3. Once your phone is updated, select Settings > email+accounts > add an account and tap Microsoft account.
  4. If you already have an account you use with Xbox, Windows 8, Outlook.com, Skype or another Microsoft service, then you should tap sign in. If not, tap create one. Complete the on-screen form to get a new Outlook.com email address or tap use an existing email address.
  5. If you are asked to verify your identity with a security code, choose the verification option (text, call or email) and then follow the screen instructions.

If you don't receive the verification code

  1. If using the email verification option, check that you have typed your email address correctly when prompted to enter your email address.
  2. If using the text or call verification option, the setup wizard will ask you to enter the last 4 digits of the phone number that you gave when creating your account. Check that you enter the digits correctly. Check also that the SIM card is in your phone and the phone is connected to the network. If the digits match with the last 4 digits of the phone number associated with your account, you will receive the verification code in a text message or a call.
  3. If you don't receive any verification code, try using another verification option.

If you get an error code

Use your browser, try searching online to find a support article for the error code.

If still not able to sign in using your phone, check with browser that you can successfully sign in with your account, or create a new account.

If you manage to sign in but your Microsoft account is not working properly

Check that you have given your birth date correctly in the account settings. If the birth date indicates that you are a child, there are limitations with your Microsoft account.


Did this solve your problem?

I have forgotten my phone password

Reset your phone.

Important: Resetting your phone erases all personal content, including apps, and restores the factory settings.

  1. Make sure your phone has enough battery power, charge your phone for at least 20 minutes.
  2. Switch off your phone, and disconnect the charger.
  3. Press and hold the volume down key, and connect the charger. An exclamation mark (!) is shown on the screen.
    Connecting the charger to perform hard reset
  4. Press the keys in the following order: volume up, volume down, power, and volume down.
    Sequence of keys to press to complete hard reset.

    Lumia 950 XL users: Please note the physical key combinations differ slightly compared to other Lumias.
  5. Wait for your phone to reset, during the reset there will be gears rotating on the screen for up to 5 minutes, after which the screen goes blank for ~30 seconds and then your phone will restart.
  6. Go through the initial phone setup, if the date and time are shown, ensure the values are correct.
  7. Disconnect the charger.
Did this solve your problem?

How can I unlock my phone so I can use another network service provider’s SIM card?

Contact your network operator. Only your network operator can provide the unlock code and instructions on how to use it.

Did this solve your problem?

I have forgotten my PIN or PUK code

If you have forgotten the codes or do not know them, contact your network operator.

Did this solve your problem?

The incoming audio quality is poor when in a call
  1. Check the signal strength on the phone screen, and move to an area with better reception.
  2. Check if the issue occurs when you activate the speaker of the phone or with the wired headset.
  3. Check if the issue is with a specific number on outgoing or incoming calls, and does it make a difference who started the call.
  4. Use the volume keys to reach the most comfortable sound level.
  5. Record an audio clip, and play the recording. This will test your microphone and speaker capabilities in one go.

Did this solve your problem?

I am not receiving audio when playing music or games
  1. Restart your phone by pressing and holding the power and volume down keys simultaneously until the phone vibrates. Release and the phone will restart.
  2. After this operation, you may need to re-adjust the volume. Use the volume keys to reach the most comfortable sound level.
  3. If possible, try a wired headset.
Did this solve your problem?

What if I do not have enough space in my Lumia for the software update?

Option 1 – Free up internal phone storage

Do any of the following:

Move the apps that you actively use to your memory (SD) card, or if your phone does not have a memory card, then you may uninstall apps you no longer want to keep or use:

  1. From the Start swipe left to the App list, and select storage sense.
  2. Tap phone > apps+games, select the app and tap move to SD or select uninstall.

Backup your photos and videos to OneDrive for easy access from your phone, tablet, or computer. If you have the automatic OneDrive upload enabled, your photos and videos will be uploaded automatically. If not, you can find them using the Photos hub on your phone.

  1. Select your photos and videos from the albums, tap share and select OneDrive.
  2. Wait for the upload to complete, this may take some time depending on your internet connection speed.
  3. Then, just delete your photos and videos from your internal phone storage to free up space.

Move your music, pictures and videos using your PC

  1. Connect your phone to your PC with a compatible USB cable. On your PC, use File Explorer and do the following:
  2. Browse to the phone folder of your Windows Phone.
  3. Move content like music, videos, pictures and office documents from your phone internal storage to your PC. To do that, right click the selected files, and select Cut. To paste the files, go to the folder on your PC where you want to add the files, right click, and select Paste.
  • You need to have up to 1.5 GB (depending on phone model) free phone memory to ensure that the software update goes smoothly. To check the available free space, go to Settings > storage sense.

Option 2 – Run factory reset

If you do not have a SD card or you are not able to free up enough memory by following Option 1 instructions you may consider resetting your phone.

  1. Create a backup of your phone’s content before doing a reset. On the Start screen, swipe left to the App list, and then tap Settings > backup. If you are using a secured WiFi network, please make sure you have your WiFi password available after the reset.
  2. Run a factory reset (Settings > about > reset your phone).
  3. Wait for your phone to reset, during the reset you will see gears rotating on the screen for up to 5 minutes and then your phone will restart.
  4. When your phone restarts, connect to a network, do not sign in to your Microsoft account (do not restore the backup).
  5. Download and install new software (Settings > phone update > check for updates).
  6. Reset your phone again to initiate the restore process (Settings > about > reset your phone).
  7. Wait for your phone to reset, connect to a network, sign in to your Microsoft account and select the backup you created earlier.
  8. Your phone asks you to verify your identity with a security code. Under How would you like to receive your code, open a list and choose the verification option (text, call or email) and then follow the screen instructions.

Option 3 – Use Software Recovery Tool

If you are not able to update you phone by following Option 2 instruction you may consider using your computer.

  1. If possible, create a backup of your phone’s content before starting the installation. On the Start screen, swipe left to the App list, and then tap Settings > backup. If you are using a secured WiFi network, please make sure you have your WiFi password available after the reset.
  2. Download and install Software Recovery Tool (available for Windows 7, or newer).
  3. Connect your phone to your computer and install the latest version of your phone software by using Software Recovery Tool.
  4. Wait for your phone to reset, connect to a network, sign in to your Microsoft account and select the backup you created earlier.
  5. Your phone asks you to verify your identity with a security code. Under How would you like to receive your code, open a list and choose the verification option (text, call or email) and then follow the screen instructions.

Did this solve your problem?

I cannot hear through my headset
  1. Switch your phone off and on. After this operation, you may need to re-adjust the volume.
  2. Check that your compatible wired headset is properly plugged into your phone.
  3. Connect your headset to another phone to check if the issue is with the headset or the phone.

Did this solve your problem?

My Lumia stays at the spinning gears
  1. Connect the charger and charge your phone for at least 60 minutes.
  2. However, if your phone cannot load the start screen, reset and restore your phone as instructed below.

a. Disconnect the charger. Press and hold the Power and Volume Down keys simultaneously. Release the pressed keys when phone vibrates.

Keys to press to perform soft reset

b. Immediately when the phone vibrates (or if the phone is powered off, switch it on) then press and hold the volume down key until the phone displays an exclamation mark (!) on the screen. Release the volume down key.

Keys to press in phase two of performing hard reset without a charger

c. Then press the volume and power keys in the following order: volume up, volume down, power, and volume down.

Sequence of keys to press to perform hard reset without charger

d. Wait for your phone to reset, during the reset you will see gears rotating on the screen for up to 5 minutes, after which the screen goes blank for ~30 seconds and then your phone will restart.

e. Go through the initial phone setup. If the date and time are shown, ensure the values are correct.

Did this solve your problem?

My phone feels warm

Restart your phone.

Try to minimize the apps and functions you are using at any one time.

Make sure your phone doesn’t have any pending software updates or app updates. If there are any pending app updates in the Store, complete or cancel them.

In most cases it is normal for your phone to feel warm, for example, when you are using multiple high-performing apps, listening to music for an extended time, when downloading extensive amounts of data or when your phone is charging.

Your phone meets manufacturer’s high standards for device safety and also meets the international standard for safety (IEC 60950-1) and country-specific requirements.

To avoid getting too warm and to protect itself, your phone may automatically slow down, close apps and, if necessary, switch itself off.

Did this solve your problem?

I cannot download or update apps from Store

If you can connect to the internet using your phone's browser but you are not able to download or update any apps or games from Store, try these steps:

On your phone
Check that your phone is set to the correct date and time.
  1. Select Settings > Time and language > Date+time (Lumia with Windows Phone 8: Settings > date+time).
  2. Turn Set date and time automatically to Off, and manually set the current date, time and zone.
Sync your Microsoft account manually and check its status.
  1. Select People > ... > Settings, tap and hold your Microsoft (Outlook) account and select Synchronize (Lumia with Windows Phone 8: Settings > email+accounts, tap and hold Microsoft (Windows Live) account and select sync).
  2. Wait your phone to sync and then continue to the next step. If you get an error, use your browser and try searching online to find a support article for the error code.
Go to Store and check if any app or game remains in the downloading phase without finishing, cancel all the pending downloads, restart your phone and then manually check for app or game update from Store. We recommend that you keep your phone connected to a charger and WiFi network when checking for app updates.

  1. Select Store > Menu > Download and updates (Lumia with Windows Phone 8: Store > ... > downloads), or tap the icon that shows a count of the pending downloads.
  2. If any of them indicates an error, see the details, then tap on it for more details. To delete an app from the queue, tap on the app and tap X to stop the download and remove it from the queue. Lumia with Windows Phone 8: If any of them indicates Attention required, tap on it for more details. To delete an app from the queue, tap and hold it, then select cancel download.
  3. Lumia with Windows 10: Make sure your phone doesn’t have a software update pending by going to Settings > Update & security > Phone update.
  4. Restart your phone and start the manual check for app updates. Go to Store Menu > Download and updates (Lumia with Windows Phone 8: Store > > settings, tap check for updates). At the bottom of the screen you will see Check for updates. After checking for updates, select Update all from the top of the screen.
  5. Keep your phone connected to a charger and WiFi network and leave it untouched while it’s attempting to download the app updates.
On your Microsoft account
Check if the issue is caused by incomplete information in your Microsoft account profile.
  • If you do not already have a Microsoft account, you can create one here, or with your phone.
  • If you cannot access your account, reset your Microsoft account password online, then enter the new password for your account on your phone: go to Settings > Accounts > Your email and accounts (Lumia with Windows Phone 8: Settings > email+accounts) and select the email check box that appears under Microsoft account.
  1. Use your browser, sign in to account.microsoft.com with your Microsoft account email address.
  2. If your email address is not verified, simply tap the verify your email address link and you will receive an email from the Microsoft account team with instructions on verifying your address.
  3. Tap Basic info, make sure that you have given your date of birth correctly in your details. This is required to verify your age.
If you have a new device associated with your Microsoft account you may have reached your device limit. Remove devices that you no longer have or use:
  • Important: Using this will de-provision the phone from all Microsoft services, and require a hard reset before the phone can be used again.
  1. Browse to account.microsoft.com/devices and sign in with your Microsoft account email address.
  2. Next to the phone you would like to remove, select Remove.
  3. Select the I'm ready to remove this device check box and then confirm the removal.

Did this solve your problem?

My phone is physically damaged

If you have any reason to suspect your phone’s internal components, including the battery, are damaged or wet, stop using your phone. Please note that liquid and physical damage are not covered by the warranty. Please reference your limited warranty for additional detailed information.

Did this solve your problem?

Phone screen is cracked

More help

If your phone has a cracked screen or other physical or liquid damage, click here for help from our partners at B2X, a Microsoft authorized customer service provider. 

More help

If these troubleshooting steps didn't help fix the problem with your phone, click here  for more help from our partners at B2X, a Microsoft authorized customer service provider.

Recover your phone software

If your phone has frozen or will not start, the Windows Device Recovery Tool can help you reset and recover your phone software at home. The tool can also be used on phones that start, but have a BitLocker recovery screen.

  • Important! Using the Windows Device Recovery Tool will erase all content stored on your phone, including apps and games (along with app data and game progress), text messages, call history, music, photos and more. If possible, back up your phone first (settings > backup). You will be able to restore a backup once the recovery is complete.
  • Note: The recovery process may take some time depending on your internet connection speed, and you cannot use your phone during the installation. The latest approved version of the software in your phone and model will be installed.
Download and install Windows Device Recovery Tool to your computer (available for Windows 7, or newer). If possible, make sure that your phone has enough battery power. When the installation has finished, start the application and the main screen will appear.


  1. If your phone is not automatically detected, disconnect all phones from your computer and press My phone was not detected at the bottom of the main screen.
  2. If prompted, select the phone manufacturer.
  3. Connect your phone to your computer with a compatible USB cable.
  4. Wait for your computer to detect the connected phone and follow the screen instructions. If the phone is not connected within one minute you can try restarting your phone: keep the USB connected, and press and hold the Power and Volume down keys simultaneously. Release the keys when the phone vibrates.
  5. Press Install software to start installing the software to your phone.
  6. Once the installation is complete, the phone will restart. If your SIM has a PIN code, you will need enter your SIM PIN code at this stage.

Did this solve your problem?

गुण

आलेख ID: 10280 - पिछली समीक्षा: 04/10/2016 - संशोधन: 161

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