The document provides troubleshooting steps for common issues with Nokia Lumia/Windows phones, such as device crashes, SIM card errors, restarting, charging/power issues. The steps include removing and reinserting the SIM and battery, checking for updates, memory space, signal strength, and contacting the service provider if the issue persists.

1. FAQ’sForVoice ProjectNokiaLumia/WindowsPhone
Device crashes or
freezes
1. Turn your deviceoff, andremovethecover& battery.
2. Wait 5 seconds andturn yourdevice on.
3. Check ifthe issue remains and keeptroubleshooting ifyou stillexperiencetheproblem.
4. Sometimes plugging in thecharger for 10seconds canalso helpresolvethis issue.
5. Check memorystatus, settings >storage sense (somedevices willhavestorage senseas
separateapplication). Ifmemory status full, clear, back-up toSD card,cloudor computer.
6. Make sureyourdevice is onthelatest software version. Ifyouupdatedthesoftware restart
the phone,try itout andseeifyour issueremains. Keep troubleshooting ifyou stillexperience
the problem.
7. Ifyou uninstalledany third-party apps aroundthetime theissue began,uninstall themand
check for the issue. Restartyourdevice
8. Keep troubleshooting ifyou stillexperience theproblem,contactus.
Issue Persists
Contact O2
Device restarts on
its own
0. Sometimes this is normal,especially when thephone has updated softwareor applications,
however ifthis is happening morefrequently:-
1.Make sure ofthefollowing:
•The proximity sensoris not covered or smudged, wipecleanthearea oftheproximity sensor
with lint free cloth.
•Your device is on thelatestsoftwareversion.
•Your device memory is notfull.
•Your battery is full charged.
•The back coveris on correctly.
•You're using thecharger that camewith your device.
•You're using thebatterythat came withyourdevice.
2. Uninstall any third-party apps thatwere installed around the timethe issuebegan. Ifyou
uninstalled any apps,retest theissue.
Issue Persists
Contact O2
Contact Service
Provider error
1. Remove the SIMcardfrom the device. For steps onhow toremoveand insert theSIM, head
over to the Phones page andselectyourdevice. You'll find steps in our how-to guides.
2. Before re-inserting theSIMcard,wipe the SIMcard with lintfreecloth, nowinsert theSIM
card, battery,andplace thecover on theback.
3. Turn on the device.
4. Check for theerror. Iftheerrormessageremains,thephoneis not recognizing that theSIM
card was inserted. Ifpossible, test your SIMcard ina knownworking device.
5. Ifthe problem persists please contact us.
Issue Persists
Contact O2
Insert SIMor
invalid SIMcard
error
1. Remove the battery, SIMcard, and back cover.
2.Before re-inserting the SIMcard, wipetheSIMcard withlint free cloth
3. Insert theSIM card, battery,andplace the cover on theback.
4. Check for theerror. Iftheerrormessageremains,thephoneis not recognizing that theSIM
card was inserted. Ifpossible, test your SIMcard ina knownworking deviceand contact us for
additional support.
Issue Persists
Contact O2
Unregistered SIM
error
1. Make sureyourdevice has signal. Ifyou don't havesignal, checkout Can't get signal.
2. Remove the battery, SIMcard, and back cover.
3.Before re-inserting the SIMcard, wipetheSIMcard withlint free cloth
4. Insert theSIMcard, battery,andplace the cover on theback.
5. Restart the device, ifthe problempersists,try the below.
6. Do a manualnetwork selectionto tryandregister ontheMobilenetwork. Forsteps onhow
to scan for networks, head over tothePhones page and selectyourdevice. You'll find steps in
our how-to guides.
7. Ifthe error messageremains, the phoneis notrecognizing thattheSIMcard was inserted. If
possible, testyourSIMcard ina known working device
8. Check for theerror. Ifyou're able toregister on our network,theerror shouldno longer
appear.
9. Ifthe problem persists, contact us for additionalsupport.
Issue Persists
Contact O2
PUK errors 1 Remove thebattery, SIMcard, and back cover.
2. Before re-inserting theSIMcard,wipe the SIMcard with lintfreecloth.
3. Insert theSIMcard, battery,andplace the cover on theback.
4. Wait 5 seconds before powering on the device.
5. Turn on your device.
Issue Persists
Contact O2

2. 6.Check for theerror,iferror persists contactus for additional support.
Device restarts on
its own
1.Make sure ofthefollowing:
•Your device memory is notfull.
•Your device is on thelatestsoftwareversion.
•Your device proximity sensor is not coveredor smudged.
•Your battery is full charged.
•The back coveris on correctly.
•You're using thebatteryandcharger that came withyour device.
2. Uninstall any third-party apps thatwere installed around the timethe issuebegan. Ifyou
uninstalled any apps restartthedevice,retesttheissue.
Issue Persists
Contact O2
Poor audioquality
on calls
1. Make sureofthefollowing:
•Your phone has at least2 signalbars.
•Your device volume is turned up.
•Your hand isn't covering the microphone.
•Your phone isn't using a case orcover.Ifit is, remove it and retest the issue.
•You're not using a headset(wired orwireless). Iftheproblemonlyhappens with a headset,
that accessory is causing theproblem.
•You're not using speakerphone. Iftheproblemonly happens withspeakerphone, contact us.
2. Turn your phoneoff.
3. Wait 5 seconds andturn yourphoneon.
4. Retesttheissue
Issue Persists
Contact O2
Dropped calls Occasional droppedcalls are normalon any wireless network dueto terrain,tower handoffs,
weather, building structures,and manyother factors.
To troubleshoot problems with droppedcalls:
1. Make sureyourdevice has atleast2 bars ofsignal.Ifnot, referto Signal issue
troubleshooting.
2. Ifyou noticed dropped calls at a specific or a few specific locations, enter your exactphysical
location inthePersonalCoverageCheck todeterminethelevel ofsignalyou shouldexpect.
3. Ifyou have atleast2 bars ofsignal orifyou experiencedropped calls everywhere,turnyour
device offandon again.Regularly turning yourdevice offand on canoften improve your
network connection.
4. Ifyour devicehas a touchscreendevice,check toseeifthescreenis "waking up"while the
phone is againstyourcheek. It's possibletheproximity sensor on thephone is not functioning
properly. Ifso, the screen may wakeup,and your cheek may accidentally press theEnd button
on the screen& also clean thearea ofthe proximity sensor withlint freecloth.
Issue Persists
Contact O2
Phone won't
power on
1.Make sure ofthefollowing:
•Press & hold the power/onbuttonfor 5 seconds until thescreenlights up. Failing thatfollow
below.
•You're using thecharger that camewith your device, ensureallcables are inserted correctly&
connected correctly.
•You're using thebatterythat came withyourdevice.
•Plug the deviceonto charge using thecharging kit &observeifthephone powers up,
sometimes a completely dead battery does notallow thephoneto power up.
2.Check thefollowing:
•Liquid damage indicator (LDI): Ifyour devicehas liquid damage, contact us.
•Charging port: Ifthe port is loose on the phone, contact us.
Issue Persists
Contact O2
Device won't
charge
1.Make sure ofthefollowing:•The back cover is oncorrectly.
•You're using a walloutlet tochargethe device. Computers may notprovide enough powerto
charge thebattery.
•The charging indicator shows thedeviceis charging. Keepin mind, ifyourbatterywas
completely drained, itmay takeup to 30 minutes for thecharging indicator toshow thebattery
is charging.
2.Check for thefollowing:•Physicaldamage: Broken battery pins or corrosivematerial onthe
battery ordevice.
•Liquid damage:Check the liquiddamageindicator (LDI). Ifyourdevicehas liquid damage,
contact us.
3.Try a different outlet, charger,or battery
•Different outlet works: You'llneed touse the outletthatworks tochargeyourdevice.
•Different charger or battery works: You'llneedto replaceyour battery orcharger.
Issue Persists
Contact O2