Nokia Lumia 1520 Troubleshooting Guide

Troubleshooting Power related issues:

1. Nokia Lumia 1520 - My phone switches itself off

• Make sure your phone has been charged correctly.
• Connect the charger to the mains, and then connect the charger cable to your phone.
• Make sure that you’re using the Nokia charger supplied with your phone.
• Leave your phone to charge for at least one hour.

Please note: If the battery is completely empty, it may take several minutes before the charging indicator is displayed on your phone.
Also, if your phone has not been used for a long time then you may need to connect the charger, disconnect and reconnect it again for your phone to start charging.

2. Nokia Lumia 1520 - My phone gets warm

Please be aware that it is normal for your phone to get warmer when you are using various functions such as playing games, watching videos, making or receiving a call or when you are charging your phone.

1. This does not mean that there is a problem with your phone. If you use your phone for an extended period of time, you may notice a rise in the temperature of your phone.
2. This will not rise to a dangerous level and should not cause harm to yourself or damage to your phone.
3. You should notice the temperature drop once you have closed or ended applications that you were using.

3. Nokia Lumia 1520 - My phone's battery life is poor

Smartphone battery life depends on how your phone is used.

What can affect battery life?

• Long screen timeout setting or high display brightness will reduce battery life.
• Apps which automatically sync information in the background will drain the battery - e.g. social networking, instant messaging, news readers, weather widgets etc. The battery life can be extended by setting apps to sync less often or by turning off background data and auto-sync.
• Keeping your screen on will drain the battery.
• Battery life can be extended by turning off wireless functions when not in use. However if data access is required Wi-Fi uses less power than mobile network internet.
• Any usage which keeps your phone active over an extended period will quickly drain the battery - e.g. reading books, playing games, watching video etc.
• Using mobile internet in areas with very low signal uses a lot of power and should be avoided if possible.

4. Nokia Lumia 1520 - My phone won't switch on

Make sure that your phone switches on. If your phone does not switch on, make sure it has been charged correctly.

• Connect the charger to the mains, and then connect the charger cable to your phone.
• Make sure you’re using the Nokia charger that was supplied with your phone.
• Leave your phone to charge for at least one hour.
• Switch your phone on.

Please note: If the battery is completely empty, it may take several minutes before the charging indicator is displayed on your phone.
Also, if your phone has not been used for a long time then you may need to connect the charger, disconnect and reconnect it again for your phone to start charging. If your phone switches on and immediately switches off, it means there is not enough battery power and your phone must be charged for longer.

Nokia Lumia 1520 Troubleshooting Audio Problems:

Nokia Lumia 1520 - I can't hear anything through my headphones

• Check to see if there is anything stuck inside the headphone port that could be blocking the headphone connection. If there is something inside the port, try to remove this if possible.
• Also check to see if there is any damage to the port (e.g. the connection is loose when you connect your headphones).

Nokia Lumia 1520 Troubleshooting Software Problems:

1. Nokia Lumia 1520 - My phone crashes or freezes on particular apps

• Try restarting your phone to resolve the problem.
• Press and hold the 'volume down' button at the same time as the 'power' button.
• Keep both buttons held down for 10 seconds.
• Test your phone.

2. Nokia Lumia 1520 - My phone crashes or freezes at random

• Press and hold the 'volume down' button at the same time as the 'power' button.
• Keep both buttons held down for 10 seconds.
• Test your phone.

3. Nokia Lumia 1520 - My phone doesn't load up properly
If your phone does not load the homescreen, make sure it has been charged correctly.

• Connect your charger to the mains and then connect the cable to your phone.
• Make sure that you are using the Nokia charger supplied with your phone.
• Leave your phone to charge for at least one hour and then try to switch your phone on.

Please note: If the battery is completely empty, it may take several minute before the charging indicator is displayed on your phone.
Also, if your phone has not been used for a long time, you may need to connect the charger, then disconnect and reconnect it again for your phone to start charging. If your phone switches on and immediately switches off, it means there is not enough battery power and your phone must be charged for longer.

4. Nokia Lumia 1520 - My phone doesn't load up properly

If your phone does not load the homescreen, make sure it has been charged correctly.

• Connect your charger to the mains and then connect the cable to your phone.
• Make sure that you are using the Nokia charger supplied with your phone.
• Leave your phone to charge for at least one hour and then try to switch your phone on.

Nokia Lumia 1520 More Issues:

1. Nokia Lumia 1520 - My phone has been in contact with liquid

• You need to book your phone in for a repair.
• Accidental, physical or water damage to your phone is not covered under the warranty and therefore you may be charged for a repair once inspected.
• To book your phone in please select 'Book a repair' below.

2. Nokia Lumia 1520 - My phone's screen is damaged

• You need to book your phone in for a repair.
• Accidental, physical or water damage to your phone is not covered under the warranty and therefore you may be charged for a repair once inspected.

3. Nokia Lumia 1520 - I'm having problems connecting to a computer

If your computer does not detect your phone as a media device when you connect it to a computer, please try the following:

• If you are a Mac user, you need to download the 'Windows Phone' app from the Mac App Store. For more information click: 'here'.
• If you are a Windows 7 user, you can download the 'Windows Phone' app in addition to using 'Windows Explorer'. To download the app click: 'here'.
• Check your USB connection. Make sure that you're using the USB cable that was included with your phone. Don't use a USB hub or the ports located on the front of your computer.
• Restart your computer and your phone.

4. Nokia Lumia 1520 - I have a problem with my phone's camera

If the camera function on your phone does not start up properly (i.e. starts up with a blank screen, an error or doesn't start up at all).

• If your phone displays 'Memory Full' when your start up the camera, this is because your phone's internal memory is full and you need to delete or transfer some of the data saved on your phone to free up memory.
• The memory on your phone can be used up by picture or text messages, apps, photos or music files.
• You can back-up these files on a computer or memory card before deleting them.

5. Nokia Lumia 1520 - I can't connect using Bluetooth

• If you are having difficulty connecting to an older accessory using Bluetooth, this may be caused by incompatibility between your accessory and the Bluetooth version on your Lumia 1520.
• The Lumia 1520 uses the latest generation Bluetooth 3.0, which in a small number of cases may not be compatible with older Bluetooth devices.
• For further assistance with your Bluetooth accessory please contact the original supplier.

6. Nokia Lumia 1520 - I can't remember my password or Kid's Corner password

• If you have forgotten the numeric or kid's corner password for your phone, you will need to book your phone in for repair.

Please note: You will lose any information on your phone such as contacts or media that is not already backed up.

7. Nokia Lumia 1520 - When on a call my screen doesn't go blank

If you're finding that your screen doesn't turn off when you make a call there may be a problem with the proximity sensor on your phone, please do the following:

• Check that there is nothing blocking the sensor. Gently wipe off the area with a cloth.
• Remove your screen protector if you have one on your phone as some can affect the proximity sensor.

8. Nokia Lumia 1520 - My phone has incorrect language settings

If you find that your phone displays incorrect country information such as the '$' symbol instead of the '£' symbol, this is due to the language settings not being set correctly.

• To change the language settings:
• Swipe left on your homescreen.

9. Nokia Lumia 1520 - I have a problem with my phone's camera

• Please try your SIM card in another phone.
• The other phone must be open to the same network provider that you are using or open to all network providers.
• If your SIM card is not working in another phone, the problem is with your SIM card. You will need to contact your network provider to arrange a replacement SIM card.

10. Nokia Lumia 1520 - I have a problem with my phone's camera

• If your phone is asking for a PIN number but you have forgotten it, repeatedly input your PIN incorrectly until the error 'Enter PUK' is displayed, you will then be able to unlock your phone with a 'PUK' code.
• You need to contact your network provider for a 'PUK' code.

10. Nokia Lumia 1520 - I have a problem with my phone's camera

• Please try your SIM card in another phone.
• If another phone isn't available select 'Yes' below.
• The other phone must be open to the same network provider that you are using or open to all network providers.
• If your SIM card is not working in another phone, the problem is with your SIM card. You will need to contact your network provider.

11. Nokia Lumia 1520 - My calls break up or drop out

In most cases low signal strength or calls cutting out or dropping is due to the area that you are in.

• Check the GSM/2G and 3G/4G network coverage for the area you mainly use your phone and experience poor signal or dropped calls.
• If you are in a poor 3G or 4G coverage area but have good GSM/2G coverage, you can force your phone to use the 2G/GSM frequency only.
• Your phone will operate on a different frequency from 3G and 4G which may or may not improve your phone signal.

12. Nokia Lumia 1520 - When making calls 'Network busy' appears

• If your phone displays 'Network busy' when trying to make a call, this will normally be due to a network problem and the call will be successful on the second or third attempt. This should only occur occasionally.
• If the problem happens on every call, remove and reinsert the SIM card or try your SIM card in another phone if you have one available. If this does not solve the problem, contact your network provider to ensure that there is not a problem with your SIM card or the network service.

13. Nokia Lumia 1520 - There is no network service on my phone

• Check if your phone is in flight mode. Flight mode disables all of your phone's connections, including your network signal.
• While flight mode is on, an airplane icon will appear in your notification bar.
• To turn off flight mode:
• Swipe left on your homescreen.

Nokia Lumia 1520 Troubleshooting Display

1. Nokia Lumia 1520 - I cannot receive any 4G signal

Make sure that your phone switches on.
If your phone does not switch on, make sure it has been charged correctly.

• Connect your charger to the mains and then connect the cable to your phone.
• Make sure you’re using the Nokia charger that was supplied with your phone.
• Leave your phone to charge for at least one hour.
• Switch your phone on.

Please note: If the battery is completely empty, it may take several minutes before the charging indicator is displayed on your phone.

• Also, if your phone has not been used for a long time, you may need to connect the charger, then disconnect it and reconnect it for your phone to start charging.
• If your phone switches on and immediately switches off, it means there is not enough battery power and your phone must be charged for longer.
• Does the charging indicator display on the screen or are there images displayed on the screen when you switch your phone on?

2. Nokia Lumia 1520 - The display on my phone is faint or unclear

• Check the screen for any signs of damage.
• If your phone screen shows any shattered images, black smudges, oily marks or distorted lines (not straight lines), these symptoms are not covered by your phone’s warranty.
• Your phone may have to be repaired outside of the manufacturer's warranty and could result in you being charged.

3. Nokia Lumia 1520 - There are lines on the display of my phone

• Check the screen for any signs of damage.
• If your phone screen shows any shattered images, black smudges, oily marks or distorted lines (not straight lines), these symptoms are not covered by your phone’s warranty.
• Your phone may have to be repaired outside of the manufacturer's warranty and could result in you being charged.

4. Nokia Lumia 1520 - My screen is zoomed in

• Your phone features a screen magnification tool which allows you to zoom in on the screen.
• This can accidentally be turned on by double tapping on the screen with two fingers.
• To turn the feature off, double tap the screen with two fingers again.
• To turn off this feature permanently, swipe left on your homescreen.

Nokia Lumia 1520 Touchscreen Troubleshooting:

1. Nokia Lumia 1520 - My buttons do not work properly

• Make sure that you have removed any case that you may have on your phone.
• Check that your phone is not locked:
• Press the 'power' button on the right hand side of your phone, if the screen lights up swipe the screen upwards to unlock your phone.

2. Nokia Lumia 1520 - My touchscreen is unresponsive or slow

• If your phone's touchscreen is unresponsive or slow, firstly check that you do not have a screen protector on your phone.
• Some screen protectors can reduce the touchscreen sensitivity.

3. Nokia Lumia 1520 - My touchscreen is functioning by itself

If your touchscreen is overly responsive and functioning by itself without your input, please check that you are performing the correct gesture on your touchscreen. For example, a short swipe can sometimes be recognised as a tap.

If you are performing the correct gesture but still having problems with the touchscreen, try reducing the touchscreen sensitivity.

To reduce touchscreen sensitivity:

• From your homescreen, swipe from right to left to bring up your phone's main menu.
• Select 'Settings'.
• Scroll down and select 'display + touch'.
• Swipe from right to left to access 'touch' settings.
• Select 'Touch sensitivity'.
• Select 'Normal'.
• Test your phone's touchscreen.

The same issue can help you to fix Nokia Lumia 1520 - My touchscreen is overly sensitive issue.

4. Nokia Lumia 1520 - I cannot send or receive text messages

You need to remove and reinsert your SIM card.

• Press and hold the 'power' button to turn your phone off.
• Use the SIM tray tool to eject the SIM card from your phone.
• Wait around 10 seconds then replace the SIM card.
• Press the 'power' button to turn your phone back on.

Now try to send a text message from your phone or send a text message to your phone.

Nokia Lumia 1520 Troubleshooting Internet Issues:

1. Nokia Lumia 1520 - The internet on my phone is slow

• Unfortunately if you are only in a 2G coverage area, your phone may struggle to stream media and loading websites may be slow. The reason for the internet being slow is due to the fact that a 2G signal cannot stream as much data as 3G, 4G or Wi-Fi signal.
• Although 3G and 4G can support streaming media, it needs a constant connection speed and due to other users connecting and disconnecting from the network regularly, the 3G and 4G connection strength that a phone receives will constantly vary.
• If you are able to connect to a Wi-Fi network you will find that media streaming will be more reliable. Although it will depend on the speed of your internet connection and the size of the video being watched.
• If you have any issues with your 3G or 4G services, please contact your network to ensure there are no problems with your SIM card or network services.