Device software update

Device update FAQ

Browse this list of frequently asked questions before you update or if you have trouble installing Nokia device software updates.

Introduction

  1. What are the benefits of updating my Nokia device firmware?
  2. What exactly am I updating?
  3. What are the requirements for updating?
  4. Which PC operating systems are supported?
  5. Do I have to pay for this software update?
  6. Will I lose my user data if I update my Nokia device firmware via PC?
  7. Do I really have to make a back-up of all my data?
  8. Can I be sure that all applications and games are working perfectly after updating my software with Nokia Software Updater?
  9. Which Nokia devices can be updated?
  10. How can I check my device model number?
  11. How can I check for new software?
  12. Will the warranty be void if I update my Nokia device firmware using Nokia Software Updater?
  13. What cable do I need to connect to my PC?
  14. Which USB mode do I use on my device?
  15. How I can be sure that all my Digital Right Management (DRM) protected content will work after updating my Nokia device firmware with Nokia Software Updater?
  16. Is the update different if I take my Nokia device to Nokia Care point?
  17. Will Alternative Line Service (ALS) work after I use Nokia Software Updater?
  18. Will my device be "relocked" to the network after updating the software?
  19. My device is out of battery. Can I still update the software?
  20. How can I uninstall the Nokia Software Updater from my PC?

Updating

  1. How else can I get support regarding updates?
  2. How long does the update take?
  3. How do I update my Nokia N91 device firmware?
  4. Can I update using Bluetooth wireless technology instead of a USB cable?
  5. Can I make calls during an update?
  6. Can I undo the update or downgrade my Nokia device firmware?
  7. Can I use Nokia Software Updater with a Mac running OSX?
  8. How often do I need to update my firmware?
  9. Can I update my software by connecting my Nokia device to my PC via a USB hub or docking station USB port?
  10. Can an operator-branded Nokia device be updated with Nokia Software Updater?

Troubleshooting

  1. Nokia Software Updater does not start up. What can I do?
  2. Nokia Software Updater does not install properly. What can I do?
  3. Why doesn't Nokia Software Updater detect my device?
  4. Why has my device changed language after updating?
  5. Other people can update their software but I cannot. What's wrong?
  6. My device screen goes blank during the update, is this normal?
  7. Nokia PC Suite says my device has disconnected. Is this normal?
  8. I get an error message when using Nokia Software Updater. What should I do?
  9. I get an error message when updating the software through my Nokia device's Device Manager. What should I do?
  10. My PC firewall application gives me a warning during the PC update. Is this normal?
  11. I get a message, "Update completed," but there is no visible activity on my device. What should I do?
  12. I cannot connect to Nokia PC Suite after updating.
  13. How can I synchronize again?
  14. Why has my device security code changed after updating?
  15. My device "died" during an update. What should I do?
  16. What if my device runs out of battery during download or installation?

Introduction

  1. What are the benefits of updating my Nokia device firmware?

    The benefits of updating the Nokia device firmware include getting new features, applications, and performance improvements to your device.

  2. What exactly am I updating?

    You are downloading a PC application that helps you update your Nokia mobile device's operating software (also known as device firmware).

    Nokia device firmware is the software that is embedded in the memory of your device, and includes applications such as the calendar and phonebook. This is similar to the operating system software on your PC. The update consists of new features, applications, and performance improvements to the software.

    User data such as contacts, photos, messages, and add-on applications such as Java games or Symbian applications are not part of the device firmware.

    In some Nokia device models, user data – such as contacts and pictures – will be deleted during the software update. It is therefore strongly recommended that you make a back-up of your data before updating your Nokia device firmware to prevent these files being lost.

    When you perform the update, and your Nokia device requires a data backup, the Nokia Software Updater will instruct you when to perform a back-up of your data.

    Note: Nokia device firmware cannot be downgraded. Once you have upgraded your device, you will not be able to restore to the earlier version.

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  3. What are the requirements for updating?

    • PC with 1GHz or higher Pentium-compatible processor
    • At least 256 MB of RAM (memory)
    • Windows XP (SP1 or SP2) or Windows Vista (64-bit, Home and Professional). Other OS versions are untested, but may work.
    • Administration rights on the PC while installing
    • High-speed internet connection
    • Compatible Nokia device with SIM card (and charger if necessary)
    • Compatible Nokia USB connection cable
    • Compatible USB port on your PC
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  4. Which PC operating systems are supported?

    Microsoft Windows XP (SP1 or SP2) or Microsoft Windows Vista (Home, Professional and 64bit) are supported.

    Nokia Software Updater is not compatible with Windows Media Center, Mac, or Linux operating systems.

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  5. Do I have to pay for this software update?

    The software update package is provided by Nokia free of charge.

    You may, however, have to pay for the data transfer of the installation package if you update over a mobile network.

    If you update using a wireless network connection, you may have to pay your internet supplier for data transfer. Check with your operator/supplier for details.

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  6. Will I lose my user data if I update my Nokia device firmware via PC?

    User data (contacts, photos, messages and files) and add-on applications such as Java games or Symbian applications will be deleted during the software update. It is strongly recommended that you make a back-up of data such as contacts, messages, and images before updating the mobile device firmware.

    When performing the update, and your Nokia device requires a data backup, the application will instruct you how to perform the back-up.

    Note: Nokia device firmware cannot be downgraded. Once you have upgraded your device, you will not be able to restore to the earlier version. Nokia cannot guarantee compatibility with third-party add-on applications that are not supported by Nokia.

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  7. Do I really have to make a back-up of all my data?

    User data (contacts, photos, messages and files) and add-on applications such as Java games or Symbian applications will be deleted during the software update. When performing the update, the application will inform you if your Nokia device requires a data backup.

    You can back-up your device memory data to your device memory card or to your PC using Nokia PC Suite. See your device user guide for more detailed instructions.

    To backup to your memory card:

    1. Select Tools > Memory from the main menu
    2. Select Options > Backup phone mem.

    To restore data to phone memory:

    1. Select Tools > Memory from the main menu
    2. Select Options > Restore from card
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  8. Can I be sure that all applications and games are working perfectly after updating my software with Nokia Software Updater

    Applications and games may need to be re-installed after using Nokia Software Updater

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  9. Which Nokia devices can be updated?

    The currently supported devices are listed on Compatible Nokia devices and cables . If your Nokia device is not listed, please check back as new products are added regularly

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  10. How can I check my device model number?

    If you are unsure of your Nokia device model number, you can check it easily by turning your device off and then removing the battery. The model number is printed on the white label underneath and can be found next to MODEL.

  11. How can I check for new software?

    To find out if new software is available for your particular Nokia device model, you need to know your device product number.

    1. Turn the Nokia device off
    2. Remove the battery from your Nokia device to read the 7-digit product code located on the white label as shown below:

    3. Check if new software is available for your device at Device software update or your local Nokia website and enter the product code into the field at Step 2/2: See if there's an update .

    Please note that your mobile service provider, operator, or carrier may not have approved the latest Nokia device firmware available.

    Nokia produces many different variants of each product (for different countries and languages) and not all variants have the latest Nokia device firmware. It is our priority to update all variants as quickly as possible, and we apologize for any delay. New software may become available at a later date, however, so please check back soon.

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  12. Will the warranty be void if I update my Nokia device firmware using Nokia Software Updater?

    No, it will not.

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  13. What cable do I need to connect to my PC

    Use the USB cable that came in the sales package with your Nokia device. If you don't have a cable, you can find a list of the cables that are compatible with your device model in the Nokia website support Accessories section .

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  14. Which USB mode do I use on my device?

    If prompted, use PC Suite mode.

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  15. How I can be sure that all my Digital Right Management (DRM) protected content will work after updating my Nokia device firmware with Nokia Software Updater?

    To ensure that DRM-protected content will work after the software update in the device, follow these recommendations.

    • Use Nokia PC Suite to backup the device memory and use either Mass storage or Media player to transfer your content. There are two memory locations in the device, the internal memory and hard disk drive/memory card.
    • You may also have to refresh the music library after starting the device.
    • Note: Windows Media DRM protected content cannot be backed up and restored with this method but will have to be resynchronized with the PC to work again. Depending on the content subscription, additional rights may have to be retrieved from the content provider.
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  16. Is the update different if I take my Nokia device to Nokia Care point?

    No, this is the same update you would receive at a Nokia Care point, with the added advantage of convenience (as you can perform the update from any location with network coverage or internet connection) and speed (as many new software releases are available in NSU before they are available at a Care point).

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  17. Will Alternative Line Service (ALS) work after I use Nokia Software Updater?

    Using Nokia Software Updater will not affect your Nokia device's Alternative Line Service.

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  18. Will my device be "relocked" to the network after updating the software?

    No. Using Nokia Software Updater will not affect your Nokia device's network lock (also known as SIMlock) status.

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  19. My device is out of battery. Can I still update the software?

    If the Nokia device cannot be turned on, software updates are not possible.

    Connect the device's charger, wait for 5 minutes and try again. Keep the Nokia device's charger connected while updating.

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  20. How can I uninstall the Nokia Software Updater from my PC?

    In your PC's Control Panel, go to Add/Remove programs:

    • Uninstall Nokia Software Updater (if there are more than one entries uninstall all of them)
    • Check the following directories (if they exist, you can delete them):
    • C:\Program Files\Common Files\Nokia\Service Layer
    • C:\Program Files\Nokia\Nokia Software Updater
    • C:\Documents and Settings\All Users\Application Data\Nokia\Nokia Service Layer

Updating

  1. How else can I get support regarding updates

    For user-to-user support and assistance, check Nokia Support Discussions at discussions.europe.nokia.com

    Many registered users have experience with updating their Nokia devices and you may find answers to any questions you may have.

    To receive personal assistance from Nokia Customer Care, please call or email your local Nokia Care contact center. See Nokia Care center for details.

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  2. How long does the update take?

    Downloading the Nokia Software Updater installation package takes approximately 5 minutes over broadband. Installation takes another 2 minutes, plus PC restart time. Memory card backup takes approximately 2 minutes and updates take approximately 20 minutes. Restoring the memory card and rebooting the device take another 2 minutes, so the total estimated time is around 30 minutes.

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  3. How do I update my Nokia N91 device firmware?

    The Nokia N91 device firmware can be updated via PC just like many other Nokia devices, but you may also like to follow these additional instructions to get the most out of your device.

    • Ensure you have the latest version of Nokia PC Suite .
    • Backup your device memory to your PC using Nokia PC Suite
    • Copy your files (music, videos, documents, images etc) from the Nokia N91 hard drive to your PC (use of USB mass storage recommended).
    • Copy any original SISX, Java, etc. installation files for your applications, themes, etc. from your Nokia N91 hard drive or memory card to your PC. (Do not simply copy over the installed directories/files.)
    • Format your Nokia N91 hard drive by selecting Tools > Hard drive > Options > Format hard drive > Quick format (instructions are also in user the guide).
    • Proceed with the software update.
    • After the device has completely started up again, reset your device memory by selecting Menu > Tools > Settings > Phone > General > Orig. Phone Settings and entering 12345.
    • Restore your device memory from your PC using Nokia PC Suite by selecting Backup from the PC Suite menu and then selecting Restore.
    • Copy your hard drive or memory card contents from your memory card or PC back to your clean hard drive or memory card.
    • Re-install your applications/themes.
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  4. Can I update using Bluetooth wireless technology instead of a USB cable?

    No. The device must be connected via a compatible USB cable.

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  5. Can I make calls during an update?

    It is not recommended, but calls can be made and received while the software is being downloaded. The call will be terminated automatically when the update phase begins.

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  6. Can I undo the update or downgrade my Nokia device firmware?

    No. Nokia devices and Nokia device firmware cannot be downgraded. Once you have upgraded your device, you will not be able to restore it to the earlier version.

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  7. Can I use Nokia Software Updater with a Mac running OSX?

    Microsoft Windows XP (SP1 or SP2) or Microsoft Windows Vista (Home, Professional and 64bit) are supported.

    Nokia Software Updater does not work with Windows Media Center, Mac, or Linux operating systems.

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  8. How often do I need to update my firmware?

    It is recommended to check for updates approximately once a month to keep your mobile device firmware up to date.

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  9. Can I update my software by connecting my Nokia device to my PC via a USB hub or docking station USB port?

    It is strongly recommended that you connect your Nokia device directly to your PC (using one of the built-in USB ports) rather than use a USB hub or docking station USB port.

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  10. Can an operator-branded Nokia device be updated with Nokia Software Updater?

    Yes, with Nokia Software Updater, compatible operator-branded Nokia devices may also be updated with the latest software version that has been approved by the operator

    Please note that your mobile service provider, operator or carrier may not have approved the latest Nokia device firmware available.

    Nokia produces many different variants of each product (for different countries and languages) and not all variants have updated Nokia device firmware. It is our priority to update all variants as quickly as possible, and we apologize for any delay. New software may become available at a later date, however, so please check back

    You can check to see if the software is the latest by reading the question "How can I check for new software?"

Troubleshooting

  1. Nokia Software Updater does not start up. What can I do?

    Check that Nokia Software Updater is not already running in the background:

    • On your PC, press CTRL, ALT & DEL > Task Manager
    • Select the Processes tab and click the Image Name column header
    • Scroll down the list of running processes and see if nsu_ui_client.exe or nsl_host_process.exe are listed.
    • If so, click End Process
    • Then restart Nokia Software Updater

    Alternatively, check your firewall settings:

    • Both nsu_ui_client.exe and nsl_host_process.exe must be allowed to access internet through your firewall

    If you have a Virtual Private Network (VPN) client on your laptop (for example, for accessing your company intranet from home), ensure it is up to date or temporarily disabled.

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  2. Nokia Software Updater does not install properly. What can I do?

    If you see the message "Cable driver on pending status" while installing the Nokia Software Updater PC application, accept the connectivity cable driver installation.

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  3. Why doesn't Nokia Software Updater detect my device?

    Sometimes the drivers for your Nokia device and associated connectivity cables can become corrupted.

    To resolve this, uninstall and re-install Nokia PC Suite and Nokia Software Updater:

    • In your PC's Control Panel, go to Add/Remove programs
    • Uninstall Nokia Software Updater (if there are more than one entries uninstall all of them)
    • Uninstall Nokia PC Suite
    • Go to www.nokia.com/pcsuite to download and install the latest version of Nokia PC Suite
    • Go to to www.nokia.com/softwareupdate download and install the latest Nokia Software Updater
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  4. Why has my device changed language after updating?

    After an update, your Nokia device may restart in its native language. To change the language go to Settings > Phone > General > Phone language.

    If your Nokia device was originally manufactured for use in another country or region, using Nokia Software Updater may revert the set of available device languages to the original language set.

    If your preferred language is no longer available after using Nokia Software Updater, you may need to return your Nokia device to a Nokia Care point to have this language reinstated.

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  5. Other people can update their software but I cannot. What's wrong?

    Update availability is based on many things, including existing Nokia device firmware version, country, and operator. It may be due to one of these variables that your Nokia device isn't eligible for updates.

    Please note that your mobile service provider, operator, or carrier may not have approved the latest Nokia device firmware available.

    Nokia produces many different variants of each product (for different countries and languages) and not all variants have the latest Nokia device firmware. It is our priority to update all variants as quickly as possible, and we apologize for any delay. New software may become available at a later date, however, so please check back soon.

    To check if Nokia device firmware is available for your specific model, see the question "How can I check for new software?"

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  6. My device screen goes blank during the update, is this normal?

    Yes, your Nokia device display screen should go blank while being updated. Do not disconnect the device at this time.

    Shortly after the Nokia Software Updater says "Software update completed", the device screen should be back to normal.

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  7. Nokia PC Suite says my device has disconnected. Is this normal?

    Older versions of Nokia PC Suite (6.8.3 or older) may show the message "Nokia [model number] disconnected via USB". After the update is completed, the Nokia device will show as connected again.

    To rectify this, download and install the latest version of Nokia PC Suite from or www.nokia.com/pcsuite your local Nokia website

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  8. I get an error message when using Nokia Software Updater. What should I do?

    "Could not find supported phone"

    This could be because:

    • The Nokia device is not switched on.
    • The Nokia device is not properly connected. (A compatible USB data cable should connect the PC and your Nokia device, the "USB connected" icon should be present in the phone display, and PC Suite USB mode should be selected).
    • The Nokia device model is not supported by Nokia Software Updater.
    • Your specific model type (for example, if it was supplied by your operator with pre-installed operator specific functions) is not supported by Nokia Software Updater
    • There is no internet connection, or the connection is blocked by a firewall or your Virtual Private Network.

    "No software updates available."

    • This means there is no new version of Nokia device firmware currently available for your specific product.
    • Please note that your mobile service provider, operator or carrier may not have approved the latest Nokia device firmware available.
    • Nokia produces many different variants of each product (for different countries and languages) and not all variants have updated Nokia device firmware. It is our priority to update all variants as quickly as possible, and we apologize for any delay. New software may become available at a later date, however, so please check back soon.
    • You can check to see if your software is the latest by reading the question "How can I check for new software?"

    "Connection to Phone Lost"

    Your Nokia device could not be detected.

    • Reconnect the USB cable.
    • Click Retry to continue with device update

    "Phone recovery"

    There are two different recovery messages, depending on your Nokia device. Follow the on-screen instructions which will help you establish communication between Nokia Software Updater and your device.

    Phone Recovery >

    • Remove the battery and charger from your device. Disconnect the USB cable.
    • Insert the battery and connect the charger. Re-connect the USB cable.
    • Press the device's power button for a few seconds.
    • Press the device's power button for a few seconds. Click Retry to continue with device recovery.

    Phone Recovery >

    • Remove the battery and charger from your device. Disconnect the USB cable.
    • Insert the battery and connect the charger. Re-connect the USB cable.
    • Click Retry to continue.
    • Press the device's power button.

    "Software update failed"

    This could be because:

    • No SIM card inserted – insert a valid SIM card.
    • Power or internet connection was lost during the update. The update may have been successful. Remove the battery and if the software was not updated, try again.
    • Device in Offline or Flight profile – briefly press the power button and select the “General” profile.

    "Software download failed"

    This could be because:

    • Internet or network connection has been lost, or is not fast enough. (Dial-up connections are not recommended due to the size of the files downloaded.)
    • Check cables and other internet connections.

    "Connect charger"

    The battery does not have enough power. Connect the Nokia device to its charger for the PC update to start.

    "Internal module error"

    • On the PC, select Start > Run
    • Type into the Open field " regsvr32 c:\winnt\system32\msxml4.dll " and click OK
    • If this does not help, uninstall the Nokia Software Updater via your PC's Control Panel > Add/Remove Programs and then re-install the Nokia Software Updater.
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  9. I get an error message when updating the software through my Nokia device's Device Manager. What should I do?

    "Remote server not responding"

    Most likely your Nokia device cannot connect to the internet or the server is not available. Internet connectivity problems may have several causes, such as a temporary network failure in the operator's network or internet, or missing or incorrect access point settings for the device updates (or web browser) application. Try again later. If it still does not work, go to www.nokia.com/phonesettings and order standard settings for your Nokia device model and network operator.

    "Update cancelled by server" or "Update not allowed. Contact service provider."

    Your Nokia device may not have been able to send a message requested or expected by the server, or your service provider does not allow updates. If that is the case, the server may close the connection. Wait a moment and try again. If unsuccessful, contact your service provider.

    "Phone is being updated. Try again later"

    The update sequence is active until the GPRS data connection is closed. Wait a moment and try again. Check that your Nokia device has no active GPRS data connections – for example, that you are not currently uploading or downloading anything other than this update.

    "No network connection. Unable to download."

    There are missing or incorrect access point settings for the device updates application. Go to www.nokia.com/phonesettings and order standard settings for your Nokia device and network operator.

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  10. My PC firewall application gives me a warning during the PC update. Is this normal?

    Firewall applications vary, but if prompted you should allow the following processes:

    • nsl_host_process.exe
    • nsu_ui_client.exe
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  11. I get a message, "Update completed," but there is no visible activity on my device. What should I do?

    Open the Nokia Connection Manager from PC Suite (Manage Connections option) and ensure the USB option is checked.

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  12. I cannot connect to Nokia PC Suite after updating.

    Open the Nokia Connection Manager from PC Suite (Manage Connections option) and ensure the USB option is checked.

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  13. How can I synchronize again?

    If after updating software with Nokia Software Updater, PC Suite synchronization does not seem to work, or your Nokia device shows the error message "System error", restoring the factory settings for your Nokia device may help:

    • Type *#7370# on your Nokia device keypad.
    • You will be asked for a security/lock code. Use the security code supplied with your Nokia device sales package (the default code is 12345), or if you have changed the security code, use your personal code

    If the code does not work, please see your Nokia device user guide for information on restoring factory settings.

    Please note that if you restore factory settings, you may have to reset some device preferences

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  14. Why has my device security code changed after updating?

    After using the Nokia Software Updater, many settings (including your security code) are reset to default to ensure correct operation. Enter the default security code, of 12345. You can then change your security code later.

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  15. My device "died" during an update. What should I do?

    Firstly, it is normal for the Nokia device display to go blank during an update.

    However, it may be that the Nokia Software Updater application has lost contact with your Nokia device and the device display is suspended.

    • Disconnect the Nokia device from the PC's USB cable and remove the device's battery for 5 seconds.
    • Re-insert the battery then press and hold the device power button for 1 second.
    • Re-connect the Nokia device to the PC's USB cable and wait for 10 seconds.
    • Try the Nokia Software Updater again

    If there is no response from your Nokia device, try to recover the device by formatting it:

    • Press and hold the following device keys: 3,greenand *
    • Press the device power button for 1 second
    • Continue to hold down 3,greenand * until you hear the device start-up tone.

    If there is still no response:

    • Take the Nokia device to your nearest Nokia Care point. If the device is within its warranty period, Nokia will repair the device under the usual warranty terms and conditions.
    • Note: If the Nokia device is not within its warranty period, Nokia is not liable for any loss as defined within the End-User Software Agreement. See for www.nokia.com/repair details.
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  16. What if my device runs out of battery during download or installation?

    It is strongly recommended that you connect your Nokia device to a power source using a charger and/or that the Nokia device battery is adequately charged before starting the update.

    If you are updating via laptop, it is strongly recommended that you connect your laptop to a power source.

    If power is lost during the download phase, you will either have to start the sequence again or take your Nokia device to a Nokia Care point.

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