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

Introduction

1. What phone software am I updating, exactly?
2. What are the benefits of updating my software (firmware)?
3. What are the requirements for updating?
4. What should I do to prepare my Nokia Nseries device for a software update?
5. Which Microsoft Windows XP versions are supported?
6. Can an operator-branded Nokia device be updated with Nokia Software Updater?
7. Can I use Nokia Software Updater to update software on my Nokia device with a Mac running OSX?
8. How often do I need to update my firmware?
9. Do I have to pay for this software update?
10. Will I lose my user data if I update my phone software via PC?
11. Can I be sure that all applications and games are working perfectly after updating my software with Nokia Software Updater?
12. How I can be sure that all my Digital Right Management (DRM) protected content will work after updating my phone software with Nokia Software Updater?
13. Is the update different if I take my phone to Nokia Care point?
14. Which products can be updated?
15. Will the warranty be void if I update my phone software using Nokia Software Updater?
16. Will Alternative Line Service (ALS) work after I use Nokia Software Updater?
17. My phone was previously locked to a network, and I paid the service provider to unlock the phone from the network. What will happen if I use Nokia Software Updater? Will the phone be "relocked" to the network?

Updating

18. How long does the update take?
19. How do I know my phone's model number?
20. Do I really have to make a back-up of all my data?
21. How do I update my Nokia Nseries phone software?
22. What cable do I need to connect to my PC?
23. Which USB mode do I use on my device?
24. Can I update using Bluetooth wireless technology instead of a USB cable?
25. Can I make calls during an update?
26. My phone screen goes blank during the update, is this normal?
27. Nokia PC Suite says my phone has disconnected, is this normal?
28. My firewall says there is a "Land Attack" during the PC update. Is this normal?

Troubleshooting

29. My phone is out of battery; can I still update the software?
30. What if my phone runs out of battery during download or installation?
31. My friend could update his/her software but I couldn't. What's wrong?
32. I get an error message. What should I do?
33. I get a message, "Update completed," but there is no visible activity. What should I do?
34. My phone screen goes blank during the update, is this normal?
35. Nokia PC Suite says my phone has disconnected, is this normal?
36. My firewall says there is a "Land Attack" during the PC update. Is this normal?
37. I cannot connect to Nokia PC Suite after using updating via PC.
38. Why has my phone changed language after updating?
39. Why has my device security code changed after updating?
40. My phone "died" during an update, what should I do?
41. After updating software with Nokia Software Updater, PC Suite synchronization doesn't seem to work. My phone shows the error message "System error" when I try to synchronize. How can I make synchronization work again?

Frequently Asked Questions: Introduction

1. What phone software am I updating, exactly?

You are updating the phone operation software (also known as firmware), that is embedded in the read-only memory of the device, including native applications such as the calendar and phonebook. This is similar to the operating system software on your PC. The update consists of improvements to this software.

User data such as contacts, photos, messages, and add-on applications such as Java games or Symbian applications are not part of the phone operation software. However, with some phone models, user data – such as contacts and pictures – will be deleted during the PC update, so it is strongly recommended that you make a back-up of your data such as contacts, messages, and images before updating phone software, or these files will be lost. If you are performing the update with a PC and your phone requires a data backup, the download wizard will instruct you how to perform a back-up of your data.

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

2. What are the benefits of updating my software (firmware)?

The benefits of updating the software (firmware) include additional functionality and improved performance.

3. What are the requirements for updating?

Update over-the-air: you need a compatible phone, Nokia software (firmware) update over-the-air settings, and standard settings enabling Internet access. If you don't have settings you can order them from www.nokiausa.com/phonesettings. If you still have connectivity problems, check with your operator for more information on Internet access.

Update via PC:

• PC with 1GHz or higher Pentium-compatible processor
• At least 256 MB of RAM (memory)
• Windows 2000 (SP4 or later) or Windows XP (SP1 or SP2)
• Administration rights on the PC while installing
• High-speed internet connection

• Fully charged, compatible Nokia phone
• Compatible Nokia USB connection cable
• Compatible USB port on your PC

4. What should I do to prepare my Nokia Nseries device for a software update?

Please see question How do I update my Nokia Nseries phone software? in the Updating section of this FAQ.

5. Which Microsoft Windows XP versions are supported?

Home and Professional are supported. Other OS versions are untested, but may work. Windows 2000 are also supported.

6. 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. Note that not all operators may have approved the latest software available.

7. Can I use Nokia Software Updater to update software on my Nokia device with a Mac running OSX?

No. Only Microsoft Windows 2000 and XP are supported.

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

It is recommended to check for updates approximately once a month to keep your phone software up-to-date, or fix a potential operation problem you may have.

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

The software update package is provided by Nokia free of charge. You do, however, pay for the data transfer of the installation package if you update over a GPRS, 3G, or other mobile network.

However, if you update over WLAN, you don't pay operator charges for data transfer. Check with your operator for details.

10. Will I lose my user data if I update my phone software 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 PC update, so it is strongly recommended that you make a back-up of your data such as contacts, messages, and images before updating the phone software. If you are performing the update with a PC and your phone requires a data backup, the download wizard will instruct you how to perform a back-up of your data.

Note: Software 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 not supported by Nokia.

11. 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.

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

To insure that DRM protected content will work after the software update in the device either by NSU or the Care point, follow this recommendation.

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 or memory card. The phone software update will not affect the hard disk drive/memory card content, but any applications that were installed on the device before updating phone software will need to be uninstalled then reinstalled to function properly. You may also have to refresh the music library after starting the device.

For step-by-step instructions, please see the question How do I update my Nokia Nseries phone software? in the Updating section of this FAQ.

Note: WMDRM protected content cannot be backed up and restored with this method, it 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.

13. Is the update different if I take my phone to Nokia Flagship Stores?

No, this is the same update you would receive at a Nokia Flagship store, with the added advantage of convenience, as you can perform the update from any location with network coverage or Internet connection.

14. Which products can be updated?

The currently supported products are listed on the main page. Some products support only one method, while others support both methods. If your phone is not listed, check back as new products are added regularly.

15. Will the warranty be void if I update my phone software using Nokia Software Updater?

No, it will not.

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

Using Nokia Software Updater will not affect your phone's ALS.

17. My phone was previously locked to a network, and I paid the service provider to unlock the phone from the network. What will happen if I use Nokia Software Updater? Will the phone be "relocked" to the network?

Using Nokia Software Updater will not affect your phone's network lock status.

Frequently Asked Questions: Updating

18. How long does the update take?

Update over-the-air: Downloading the installation package over-the-air can take up to approximately 4 to 5 minutes. The installation process takes from 5 to 15 minutes, during which time your phone is not operational: you cannot send or receive calls or messages, perform any other phone functions, or stop the installation process. A status bar is displayed during installation to track progress.

Update via PC: 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. Updates take approximately 20 minutes. Memory card restore and device reboot take another 2 minutes. Total estimated time = 30 minutes.

19. How do I know my phone model number?

Find out your device's model, or you can check it easily by turning your phone off and then removing the battery. The model number is printed on the white label underneath.

20. 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 PC update. If you are performing the update via PC, the download wizard will inform you if your phone requires a data backup.

You can back-up your phone memory data to your phone memory card, or to your PC using Nokia PC Suite. See your phone 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 info to phone memory:

1. select Tools > Memory from the main menu
2. select Options > Restore from card

21. How do I update my Nokia Nseries phone software?

Nokia Nseries phone software can be updated via PC. Follow these steps:

1. Check if you have the latest version of Nokia PC Suite (6.81 or later).
2. Backup your phone memory to your PC using PC Suite (to preserve your OMADRM activation keys, etc.)
3. Copy your files (music, videos, documents, images etc) from the Nokia hard drive or memory card (if available) to your PC (use of USB mass storage recommended).
4. Copy the original SISX, Java, etc. installation files for your applications, themes, etc. from your Nokia hard drive or memory card to your PC. (Do not simply copy over the installed directories/files.)
5. For Nokia N91: Format your hard drive by selecting Tools > Hard drive > Options > Format hard drive > Quick format (instructions also in user guide).
   
   For other Nokia Nseries phones: Format memory card drive by selecting Tools > Memory > Options > Format mem.card > Format memory Card? Data will... > Yes (instructions also in user guide).
6. Proceed with phone software update.
7. After the phone has completely started up again, reset your phone memory by selecting Menu > Tools > Settings > Phone > General > Orig. Phone Settings and enter 12345.
8. Restore your phone memory from your PC using PC Suite by selecting Backup from the PC Suite menu and then selecting Restore.
9. Copy back your hard drive or memory card contents from your memory card or PC to your clean hard drive or memory card.
10. Re-install your applications/themes.

22. What cable do I need to connect to my PC?

Use the USB cable that came in the sales package with your phone. If you don't have this cable, you can find the cables compatible with your phone model in the Accessories section.

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

If prompted, please use PC Suite mode.

24. Can I update using Bluetooth wireless technology instead of a USB cable?

No. The file sizes are too large to allow a Bluetooth connection.

25. Can I make calls during an update?

Update over-the-air:

During the installation process your phone is not operational: you cannot send or receive calls or messages, perform any other phone functions, or stop the installation process.

Update via PC:

While running Nokia Software Updater, any incoming call should be rejected as this will prevent the updater from functioning properly.

26. My phone screen goes blank during the update, is this normal?

Yes, the phone screen should go blank while being updated. Do not disconnect the product at this time. Shortly after the Nokia Software Updater says "Software update completed", the phone screen should be back to normal.

27. Nokia PC Suite says my phone has disconnected, is this normal?

Yes. When the update starts, PC Suite shows the phone as disconnected. After the update is completed, the phone will show as connected again.

28. My firewall says there is a "Land Attack" during the PC update. Is this normal?

Yes, please temporarily allow this.

Frequently Asked Questions: Troubleshooting

29. My phone is out of battery; can I still update the software?

If the phone cannot be turned on, then software updates are not possible.

30. What if my phone runs out of battery during download or installation?

It is strongly recommended that you connect your phone to a power source using a charger and/or that the phone battery is adequately charged before starting the update. If power is lost during the download phase, you will either have to start the sequence again or take your phone to a Nokia Care service point. If you are updating over-the-air and power is lost during the installation phase and then restored (ie. by plugging your phone to a power source), the process should continue from the point prior to power loss.

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

31. My friend could update his/her software but I couldn't. What's wrong?

Update availability is based on many things including existing phone software (firmware) version, country, and operator. It may be due to one of these variables that your phone isn't eligible for updates. You may also be lacking some required settings, or your phone may not be compatible with this phone update.

32. I get an error message. What should I do?

Update over-the-air:

• "No software updates available." There is no update available for your current software version. Try again later.
• "No settings found. Contact your service provider." There are no settings installed for the phone updates function. Go to www.nokiausa.com/phonesettings and order "Nokia software (firmware) update over-the-air" and "standard settings" for your phone model and network operator.
• "Software download failed" or "Remote server not responding." Most likely your phone 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 phone updates (or Web browser) application. Try again later. If it still does not work, go to www.nokiausa.com/phonesettings and order "standard settings" for your phone model and network operator.
• "Update cancelled by server" or "Update not allowed. Contact service provider." Your phone may have not 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 phone has no active GPRS data connections (i.e. you are not currently uploading or downloading anything other than this update).
• "Update failed." This indicates an error when installation was started. This kind of error is automatically recognized in the system and will be corrected. Try again later
• "No network connection. Unable to download." There are missing or incorrect access point settings for the phone updates application. Go to www.nokiausa.com/phonesettings and order "standard settings" for your phone model and network operator.

Update via PC:

"Could not find supported phone" This could be because:

• The phone is not properly connected ("USB connected" icon should be present in the phone display and PC Suite USB mode should be selected).
• The phone is not communicating properly with the PC (an "awake" phone is needed to use Nokia Software Updater. Most phones cannot be updated if "dead").
• The phone model is not supported by Nokia Software Updater.
• The model type (e.g. operator variant) is not supported by Nokia Software Updater.
• There is no Internet connection, or the connection is blocked by a firewall.

"No software updates available."

• This means there is no new version of software currently available for your specific product. Nokia produces many different variants of each product (for different countries and languages) and not all variants have updated software. It is our priority to update all variants as quickly as possible, and we apologize for the delay. Please note that not all operators endorse the latest software versions available. New software may become available at a later date, however, so please check back soon.

"Software update failed." This could be because:

• No SIM card inserted – please insert a 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" mode – please select "General" mode by briefly pressing the power button.

"Connect charger."

• The battery does not have enough power. Please connect the phone to a charger for the PC update to start.

"Internal module error."

• This error message is related to problems with the installation of the Nokia Software Updater and the way that some files are registered by a Microsoft module during installation. If you should experience this problem, please uninstall the Nokia Software Updater via your PC's Control Panel > Add/Remove Programs and then re-install the Nokia Software Updater.

33. I get a message, "Update completed," but there is no visible activity. What should I do?

Update over-the-air:

Most likely your phone is not able to start downloading the update package. The problem 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 phone updates (or Web browser) application. Try again. If it still does not work, go to www.nokiausa.com/phonesettings and order "standard settings" for your phone model and network operator.

Update via PC:

The update may have been successful. Remove the battery and if the software was not updated, try again.

34. My phone screen goes blank during the update, is this normal?

Yes, the phone screen should go blank while being updated. Do not disconnect the product at this time. Shortly after the Nokia Software Updater says "Software update completed", the phone screen should be back to normal.

35. Nokia PC Suite says my phone has disconnected, is this normal?

Yes. When the update starts, PC Suite shows the phone as disconnected. After the update is completed, the phone will show as connected again.

36. My firewall says there is a "Land Attack" during the PC update. Is this normal?

Yes, please temporarily allow this.

37. I cannot connect to Nokia PC Suite after using updating via PC.

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

38. Why has my phone changed language after updating?

After a successful update, your phone restarts in its native language. To change the language go to Settings > Phone > General > Phone language.

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

During the update via PC, many settings (including your security code) are reset to default. Enter the default security code, which is 12345. Then you can change your security code later.

40. My phone "died" during an update, what should I do?

Take the phone to your nearest Nokia Care point. If the phone is within its warranty period, Nokia will repair the phone under the usual warranty terms and conditions. If the phone is not within its warranty period, Nokia is not liable for any loss as defined within the End-User Software Agreement.

41. After updating software with Nokia Software Updater, PC Suite synchronization doesn't seem to work. My phone shows the error message "System error" when I try to synchronize. How can I make synchronization work again?

Restoring the factory settings for your device may help.

• Type "*#7370#" on your phone's keypad.
• After typing this, you will be asked for a security/lock code. Please use the security code supplied with your mobile phone sales package (the default code is 12345), or if you have changed the security code, use your personal code.
• Please note that if you restore factory settings, you may have to reset some phone preferences.

Note: If the code does not work, please see your phone's user guide for information on restoring factory settings.