Nokia Lumia 930 Troubleshooting Guide

How to setup Internet and picture messaging:

• Make sure your phone's data is enabled.
• From your homescreen, swipe from right to left.
• Select 'Settings'.
• Select 'mobile network'.
• Make sure that 'Data connection' is set to 'on'. Please note: If 'Data connection' is turned off, your phone will not be able to access the internet through your mobile network.
• Test your mobile internet and picture messaging.

How to setup your email account:

• There are settings for the most popular email accounts pre-installed on your phone. If you are using an internet based email account such as; Gmail, Hotmail, Windows Live or Yahoo select 'Automatic email set-up'. If you want to set-up an email account for another email provider or a business email account you will need to enter the email settings manually. Select 'Manual email set-up'. (If you are trying to set-up an Outlook or other business email account, you will need to contact your I.T. department to get the settings for the account.)

Automatic email setup:

• From your homescreen, swipe from right to left.
• Select 'Settings'.
• Select 'email+accounts'.
• Select 'add an account'.
• A list of the most common email providers will be shown on screen. Select the your email provider, for example gmail, if available.
• Read the information regarding account authorization on screen and press 'connect'.
• Enter both your email address and password in the fields provided. Note that the password is case sensitive.
• Once you have entered your details, select 'sign in'.
• Google will ask you for certain permissions, needed for use of your email on this phone. Press 'Accept' to continue.
• Enter your name and this name will appear on all emails sent from this account.
• Select 'sign in'.
• Your email account is now set-up.

Manual email setup:

• Slide from right to left on your homescreen.
• Select 'Settings'.
• Select 'email+accounts'.
• Select 'add an account'.
• Select 'advanced setup'.
• Enter the email address you want to use and the password for the account. The password is case sensitive.
• Select 'next'.
• In the 'ADVANCED SETUP' guide, there will be two options for an email account set-up. If you are setting up a Microsoft Exchange ActiveSync account (a business email account), you may need to contact your employer's IT department and ask for assistance as these details are unique to each company. To set-up your email address using POP/IMAP settings, select 'Internet email'.
• Select and enter the 'Incoming email server' address for your account. This detail can be obtained from your email provider.
• Select 'Account type'.
• Select either 'POP3' or 'IMAP4' as the account type, depending on the requirements of the account you are setting up.
• Select 'Outgoing email server' and enter the outgoing address supplied by your email provider.
• Select 'advanced settings'.
• Make sure that all 4 of the options are ticked.
• Once complete, select 'sign in' at the bottom of the screen.
• Your phone will synchronise the details with your email provider. This may take a few seconds depending on your connection speed. Your email account should be set-up.

Re: Nokia Lumia 930 Power related problems

My phone switches itself off:

If your phone switches off when it gets warm, this is due to a protection circuit built-in to prevent overheating (which could cause damage to your phone).

This may happen if you are running multiple applications, running processor or video intensive applications for a long period of time (e.g. recording a video or making Skype call for longer than 30 minutes). You may also notice your phone getting warm whilst running processor intensive applications while charging.

If you really need to run the application that is causing your phone to switch off, make sure that you close other applications running on your phone by pressing and holding the 'back' button, then closing any that you are not using. Does this resolve the problem?

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.

Does your phone switch off instantly after you turn it on?

The problem you are experiencing may be caused by a software problem on your phone. You need to perform a factory reset to try and resolve the problem.

Please note: All information on your phone will be deleted and anything that has not been backed up will be lost during this process. If you cannot access your phone's menu, unfortunately you will not be able to back-up any data.

• Make sure your phone is powered off.
• Press and hold the 'volume down' button.
• Press the 'power' button until the phone vibrates, then release the 'power' button.
• Keep the 'volume down' button held until you see an '!' on the screen, then release the 'volume down' button.

When the '!' appears, press the following buttons in order:

• 'volume up'
• 'volume down'
• 'power'
• 'volume down'
• You should see rotating gears on your screen for around 5 minutes.
• Your display will then turn blank for 30 seconds while your phone restarts.

It will take several minutes for your phone to restart. Once your phone has restarted you will need to follow the on-screen instructions and complete the initial set-up process on your phone. Once you have completed the reset please test your phone. Has resetting your phone resolved the problem? If you are having problems with your phone, you may be able to use a program called Nokia Software Recovery Tool to resolve the problem.

Please note: Your phone needs to be fully charged (if possible) and disconnected from your computer before you begin. Any content stored on your phone will be deleted during this process.

• Download and install the Nokia Software Recovery Tool onto your computer. Follow the on screen instructions to complete the installation.
• You may have to restart your computer after installing the program.
• Once installed, open the program and connect your phone to your computer with a working USB cable.
• Wait a few minutes to see if your phone is detected automatically by the Nokia Software Recovery Tool.

Phone Getting Warm:

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

• 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.
• This will not rise to a dangerous level and should not cause harm to yourself or damage to your phone.
• You should notice the temperature drop once you have closed or ended applications that you were using.
• The Nokia Lumia 930 has a built-in thermal control system to monitor and control the phone temperatures. To prevent overheating, the phone might start lowering display brightness, data connection speed, pause charging or close applications in the background. This is common for most high-end modern smartphones, and the phone will cool off again soon.

My phone's battery life is poor:

• 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.

My phone won't switch on:

• Press and hold the 'power' button.
• Keep button held down for around 15 seconds.
• When the phone vibrates, release the 'power' button.
• Your phone will restart.
• Test the problem you have been experiencing with your phone.
• 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.

My phone is not charging:

• 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.

Audio Troubleshooting

My phone doesn't ring:

• Press the 'volume up' button on the side of your phone. You should see the volume increasing at the top of the screen. Make sure the volume is turned up to '15/30' or higher

I can't hear people when I'm on a call:

If the sound you hear is crackly or distorted when you make or receive a call, please do the following:

• Check the network coverage for the area where you are having problems or check your signal strength at the time you experience poor sound quality. If the coverage or signal is poor then the sound quality of calls will be reduced.
• Remove any case or screen protector you have on your phone as these could cause you to experience some sound problems when you make or receive a call. Some screen protectors or cases are not made specifically for your phone and may affect sound quality. Test the sound when you make a call without a case or screen protector.

If the audio through the earpiece or loudspeaker is crackling or distorted, you are not using a case or screen protector and your network coverage or signal is good.

• Try restarting your phone:
• Press and hold the 'power' button.
• Keep the button held down for 8 seconds.

I can't hear anything through my headphones

• Check 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 if there is any damage to the port (e.g. the connection is loose when you connect your headphones).

Software Troubleshooting

My phone doesn't load up properly:

• When the phone first switches on after a software update or factory reset, you may find that your phone takes longer than normal to load up.
• The new Windows Phone 8 devices contain a number of features that need to be installed and activated to allow you to use them. This can take up to 5 minutes. You should see red horizontally scrolling dots on the screen to indicate that your phone is running the installation.
• Please do not restart your phone during this process; otherwise the installation will start again when you next turn the phone on.

My phone crashes or freezes at random: If your phone randomly crashes or freezes it could be due to a number of problems:

• Your phone has not been restarted recently
• Some apps or third party apps may not be functioning correctly
• Your internal memory may be full

Try restarting your phone to resolve the problem:

• Press and hold the 'power' button.
• Keep button held down for 10 seconds.
• Test your phone.

Your phone may freeze if the internal memory is full. To check the memory status of your phone:

• Scroll from right to left on your homescreen.
• Select 'Settings'.
• Scroll through the list and select 'storage sense'.
• Your phone may take a minute to calculate how much memory is being used. Select 'phone'. Please note: If your memory is nearly or completely full this process may take several minutes to complete.
• Scroll from top to bottom for a more detailed breakdown of the files stored on your phone. This list displays how much memory is being used for media files such as; Photos, Music and Videos. After that, delete some data from the memory so that the phone works faster.

My phone restarts itself:

• If your phone switches off when it gets warm, this is due to a protection circuit built-in to prevent overheating (which could cause damage to your phone).
• This may happen if you are running multiple applications, running processor or video intensive applications for a long period of time (e.g. recording a video or making Skype call for longer than 30 minutes). You may also notice your phone getting warm whilst running processor intensive applications while charging.
• If you really need to run the application that is causing your phone to switch off, make sure that you close other applications running on your phone by pressing and holding the 'back' button, then closing any that you are not using.

My phone is freezing on the Windows logo:
The problem you are experiencing may be caused by the software on your phone. You need to perform a factory reset to try and resolve the problem.

• Make sure your phone is powered off.
• Press and hold the 'volume down' button.
• Press the 'power' button until the phone vibrates, then release the 'power' button.
• Keep the 'volume down' button held until you see an '!' on the screen, then release the 'volume down' button.

When the '!' appears, press the following buttons in order:

• 'volume up'
• 'volume down'
• 'power'
• 'volume down'
• You should see rotating gears on your screen for around 5 minutes.
• Your display will then turn blank for 30 seconds while your phone restarts.
• It will take several minutes for your phone to restart. Once your phone has restarted you will need to follow the on-screen instructions and complete the initial set-up process on your phone.