Troubleshooting updating and installing software

If updating or installing software fails, do one of the following:

  • If there is no internet connection, check the connection status and try reconnecting. Contact your service provider if the problem persists.

  • If the SIM card is missing from the device, insert the card to enable the software update or reinstallation.

  • If your device’s battery level is too low, connect your device to a charger.

  • If there are errors during the backup or restoration steps of the software updates wizard, see Troubleshooting backing up and restoring.

  • If the checking for updated device software fails, make sure the following is in order in Internet Explorer:

    • Check that the Work Offline mode is not selected.

    • Go to Tools > Internet Options and select the Advanced tab. Scroll down to the Security options and check that Check for server certificate revocation is not selected.

    • If you use a proxy to create an internet connection, check that the proxy settings are correct.

  • If there is not enough space on the computer to start an installation, delete some files from the computer, or relocate the files to a memory stick or an external hard drive.

  • If you get a generic error message before or during the installation of a software update, try reconnecting the USB cable. If that does not help, try restarting Nokia Ovi Suite, and then, if needed, restart your computer. You are still able to install the already downloaded updates, if informed so. If the problem persists, try reinstalling Nokia Ovi Suite.

  • If your device is connected to the computer during the installation of a Nokia Ovi Suite update, disconnect the device.

  • If the installation of a device software update or reinstallation fails, disconnect the USB cable and remove the device’s battery for five seconds. Reinsert the battery, then press and hold the device’s power button for one second. Reconnect the USB cable and wait for 10 seconds. Note that the USB cable should be connected directly to your computer, and not via a USB hub, USB keyboard, or a laptop docking station. Then try updating the device software again.

OR

If your device has a Home key and a fixed battery which cannot be removed, press the device‚Äôs power button and Home key at the same time for about 10 seconds. If your device doesn’t have the Home key, just press the power button for 10 seconds. Then wait for the installation to continue.

    • If the device is not responding, close Nokia Ovi Suite, download Nokia Software Updater from http://www.nokia.com and try updating your device software with that.

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    • If the device is still not responding after using the Nokia Software Updater, try formatting it. Note that the formatting steps are different for certain devices, such as Nokia N900. If your device does not format with the instructions below, check your device’s user guide for more information on how to format it.

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      Ovi Nokia Help warning Troubleshooting updating and installing software Warning:

      Formatting will erase all of the device content.

      1. Press and hold the following device keys: 3, Ovi Nokia icon green phone 18 Troubleshooting updating and installing software, and *.

      2. Press the device power button for one second.

      3. Continue to hold down 3, Ovi Nokia icon green phone 18 Troubleshooting updating and installing software, and * until you hear the device start-up tone.

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    • If formatting does not help, take the 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.

  2. Ovi Nokia Help info Troubleshooting updating and installing software Huomautus:

    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. For more information, see http://www.nokia.com/repair.

    • If updated device software was installed, but the device content was not restored due to the connection between the device and computer timing out, you can manually restore the device’s content from Tools > Restore. If the device is not responding, follow the instructions above for recovering the device.

    • If some device content could not be restored, you can try re-installing the support software from Tools > Options > My devices, and then try the restoration again.

    • If, after updating or reinstalling your device software, you notice that all of the device’s applications have not been restored, try restarting the device.

    • If, during Maps software update, an error occurs during the deletion of old maps and voice guidance files, you should delete them all manually from the device’s memory card and delete the Cities folder and a file named qf. After that, restart the Maps application in your device. The deletion is necessary in order to enable the use of the updated Maps software. After deleting the old maps and voice guidance files, you can manually download the new ones from Maps in Nokia Ovi Suite.

    • If, during Maps software update, an error occurs during the installation of a new map or voice guidance file, it is recommendable to download the map or voice guidance file again manually from Maps in Nokia Ovi Suite. This is because the map that was being updated may be corrupted, and the voice guidance file may be missing. In order to resolve this, go to Maps in Nokia Ovi Suite to manually update the corrupted map or voice guidance file, and the remaining maps and voice guidance files.

    • If, after updating your device’s Maps application, you get a message about an internal error when opening Maps in Nokia Ovi Suite, disconnect your device from Nokia Ovi Suite and then reconnect. If this does not help, do the following:

      1. Close Nokia Ovi Suite and reconnect the device in mass storage USB mode. Refer to the user guide of your device for more detailed information on selecting or changing the USB mode.

      2. From your device’s memory card and mass memory, look for a f
        older named Cities and a file named qf, and delete them from both locations.

      3. Unplug your device and open its Maps application. This will regenerate the deleted items.

      4. Close the device’s Maps application and reconnect your device to Nokia Ovi Suite in Nokia Ovi Suite (or PC Suite) USB mode.

      5. Go to Maps in Nokia Ovi Suite to download your maps and voice guidance files again.

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    See also:

    Recovering music licences after updating your device software

     

    Troubleshooting updating and installing software