Device software update

Frequently Asked Questions

Getting started

  1. How do I use my device to update?
  2. How do I use my PC to update?
  3. How do I ensure that all my music and games will work after updating?
  4. Which update method should I use?
  5. What exactly am I updating?
  6. What are the requirements for updating?
  7. Which devices are supported?

Problems before updating

  1. Why can’t I get new software for my device?
  2. How can I check for new software?
  3. Nokia Software Updater does not install properly. What can I do?
  4. Nokia Software Updater does not start up. What can I do?
  5. Why doesn't Nokia Software Updater detect my device?
  6. How can I uninstall Nokia Software Updater from my PC?

Problems during updating

  1. My device screen goes blank during the update. is this normal?
  2. Nokia PC Suite says my device has disconnected. Is this normal?
  3. I get an error message when using Nokia Software Updater. What should I do?
  4. I get an error message when using my device to update. What should I do?
  5. My PC firewall application gives me a warning during the PC update. Is this normal?

Problems after updating

  1. I get a message, "Update completed", but there is no visible activity on my device. What should I do?
  2. My device "died" during an update. What should I do?
  3. Why has my device changed language after updating?
  4. How do I “reset” my device software?
  5. Why has my device security code changed after updating?
  6. I cannot connect to Nokia PC Suite after updating
  7. Is more support for updating available?


Getting started


  1. How do I use my device to update?

    Tip: It is always recommended to backup your data before updating your software. However, updating using your device does not necessitate a full backup.

    Step 1 Step 2 Step 3
    Step 1 Step 2 Step 3
    Key *#0000# into your phone's home screen or go to Device manager (consult your user guide if necessary) Select Options > Check for updates. Follow the on-screen prompts until your update is complete!

    The above instructions may not apply to all devices. For detailed instructions on updating your particular device, please select your model on the Device software update page.

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  2. How do I use my PC to update?

    Note: Before updating, you might like to backup your phone's contents using Nokia PC Suite. These can be restored once the update is complete.

    Step 1 1) Download and install Nokia Software Updater (this need only be done once).
    Step 2 2) Connect your phone to your PC with a suitable USB cable and open Nokia Software Updater.
    Step 3 3) Follow the on-screen prompts until your update is complete!
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  1. How do I ensure that all my music and games will work after updating?

    To ensure that DRM-protected content will work after the software update in the device, follow these steps:

    • 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/memory card.
    • Note: Windows Media DRM protected content cannot be backed up and restored with this method but 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.
    • You may have to refresh the music library after updating the device.
    • Applications and games may need to be re-installed after using Nokia Software Updater.
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  2. Which update method should I use?

    The table below is intended as a guide to help you decide which update method may be best for you. The table assumes that both update methods are applicable, but please note that for technical and other operational reasons, not all software updates are available by both update methods.

    The software update packages and applications are provided by Nokia free of charge, but if you update using your device, you may have to pay your mobile service provider for data transfer. Check with your service provider for details.

    I have…?

    Update method

    A WiFi enabled device and WiFi access point

    Update using your device

    A device with high-use or unrestricted internet/data usage

    Update using your device

    No WiFi or mobile data plan

    Update using Nokia Software Updater

    No PC with Microsoft Windows XP or Microsoft Vista

    Update using your device

    No PC with high-speed internet

    Update using your device

    A PC with Windows XP or Vista and a high-speed internet connection

    Update using Nokia Software Updater

    No USB cable

    Update using your device, or use the Nokia Software Updater with a cable available from www.nokia.com/shop.
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  3. What exactly am I updating?

    Device software

    Nokia device software is embedded in the memory of your device, and includes applications such as the calendar and phonebook. This is similar to the operating system software on your PC. The update consists of new features, applications, and performance improvements to the software. This is the same update you would receive at a Nokia Care point, with the added advantage of convenience (as you can perform the update from any location with network coverage or internet connection).

    User data such as contacts, photos, messages, and add-on applications such as Java games or Symbian applications are not part of the device software.

    In some Nokia device models, when you update using the Nokia Software Updater, user data – such as contacts and pictures – will be deleted (the Nokia Software Updater will warn you if this is the case).

    If you use your device to update its own software, user data is not deleted.

    As with computers, cameras and other devices that contain important information, it is recommended that you make a backup of your data before updating your Nokia device software to prevent any files being lost.

    Note: Nokia strongly recommends that you keep your device software and applications up-to-date.

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

    Note: Using your device or the Nokia Software Updater to update your device software will not invalidate your warranty. Nokia’s standard warranty terms and conditions apply.

    Note: Nokia devices and Nokia device software cannot be downgraded. Once you have upgraded your device, you will not be able to restore it to the earlier version.

    Note: While updating your device, calls may be made and received while the software is being downloaded, but the call will be terminated without warning when the update phase begins.

    Updating your device software will not affect your Nokia device's network lock (also known as SIMlock) status.

    Applications

    Some devices also include the “Application Update” or “Software Update” application, which will automatically check for application updates for you.

    Applications installed through “Download!” may also be updated by using the “Download!” application again.

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  4. What are the requirements for updating?

    Using your PC to update

    • PC with 1GHz or higher Pentium-compatible processor
    • At least 256 MB of RAM (memory)
    • Windows XP or Windows Vista (64-bit, Home and Professional). Other OS (including Mac and Linux with Windows emulators) may work, but are untested.
    • Administration rights on the PC while installing
    • High-speed internet connection
    • Compatible Nokia device with SIM card (and charger if necessary – the update will not start if there is insufficient power in the battery)
    • Compatible Nokia USB connection cable. Use the USB cable that came in the sales package with your Nokia device. If you don't have a cable, you can find a list of the cables that are compatible with your device model in the Nokia website support Accessories section. Note: If prompted, use PC Suite, Normal or Nokia mode.
    • Compatible USB port on your PC. Note: Please connect your USB cable directly to the PC – do not use a USB Hub.

    Using your device to update

    • A compatible device (see www.nokia.com/softwareupdate for the update methods available for your device)
    • At least 10MB free memory
    • A SIM card account which allows Internet or data connections
    • Optional: Access to a WiFi network. If you are using your device to update, and your Nokia device supports Wi-Fi, you can use WLAN to connect to the Internet for the update.
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  5. Which devices are supported?

    The currently supported devices are listed on Device Software Download pages. If your Nokia device is not listed, please check back as new products are added regularly.

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Problems before updating

  1. Why can’t I get new software for my device?

    Update availability is based on many things, including existing Nokia device software version, country, and operator. It may be due to one of these variables that your Nokia device isn't eligible for updates.

    Please note that your mobile service provider, operator, or carrier may not have approved the latest Nokia device software available.

    Nokia produces many different variants of each product (for different countries and languages) and not all variants have the latest Nokia device software. It is our priority to update all variants as quickly as possible, and we apologize for any delay.

    New software may become available at a later date and to get a notification when new software is available for your device, register with My Nokia and subscribe to email or SMS notifications.

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  2. How can I check for new software?

    Register with My Nokia

    Go to My Nokia and subscribe to email or SMS notifications and we will tell you when new software is available for your device.

    Using your device to check

    Key *#0000# into your phone's home screen or go to Device manager (consult your user guide if necessary).

    Select Options > Check for updates.

    Follow the on-screen prompts until your update is complete!

    Selected devices (including Nokia N79, Nokia N85, Nokia E75, Nokia 5630 XpressMusic, Nokia 5730 XpressMusic and Nokia 6720 Classic) also include the “Software Checker” or “Software Update” application, which will automatically check for updates.

    Using your PC to check

    You may connect your device to the Nokia Software Updater and start the application. The application checks first and tells you what is available.

    You may also check online on the Can I update? page.

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  3. Nokia Software Updater does not install properly. What can I do?

    If you see the message "Cable driver on pending status" while installing the Nokia Software Updater PC application, accept the connectivity cable driver installation.

    Other installation issues may exist if you have an old version of Nokia PC Suite installed on your PC. Always make sure you have the latest version of Nokia PC Suite, which is available for download from http://www.nokia.com/pcsuite.

  4. Nokia Software Updater does not start up. What can I do?

    Check that Nokia Software Updater is not already running in the background:

    • On your PC, press CTRL, ALT & DEL > Task Manager
    • Select the Processes tab and click the Image Name column header
    • Scroll down the list of running processes and see if nsu_ui_client.exe or nsl_host_process.exe are listed.
    • If so, click End Process
    • Then restart Nokia Software Updater

    Alternatively, check your firewall settings:

    • Both nsu_ui_client.exe and nsl_host_process.exe must be allowed to access Internet through your firewall

    If you have a Virtual Private Network (VPN) client on your laptop (for example, for accessing your company intranet from home), ensure it is up to date or temporarily disabled.

    Other start-up issues may exist if you have an old version of Nokia PC Suite installed on your PC. Always make sure you have the latest version of Nokia PC Suite, which is available for download from http://www.nokia.com/pcsuite.

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  5. Why doesn't Nokia Software Updater detect my device?

    Sometimes the drivers for your Nokia device and associated connectivity cables can become corrupted.

    Detection and update issues may exist if you have an old version of Nokia PC Suite installed on your PC. Always make sure you have the latest version of Nokia PC Suite, which is available for download from http://www.nokia.com/pcsuite.

    To resolve this, uninstall and re-install the latest version of Nokia PC Suite and Nokia Software Updater:

    • In your PC's Control Panel, go to Add/Remove programs
    • Uninstall Nokia Software Updater (if there are more than one entries uninstall all of them)
    • Uninstall Nokia PC Suite
    • Go to http://www.nokia.com/pcsuite to download and install the latest version of Nokia PC Suite
    • Go to http://www.nokia.com/softwareupdate download and install the latest Nokia Software Updater
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  6. How can I uninstall Nokia Software Updater from my PC?

    In your PC's Control Panel, go to Add/Remove programs:

    • Uninstall Nokia Software Updater (if there are more than one entries uninstall all of them)
    • Check the following directories (if they exist, you can delete them):
    • C:\Program Files\Common Files\Nokia\Service Layer
    • C:\Program Files\Nokia\Nokia Software Updater
    • C:\Documents and Settings\All Users\Application Data\Nokia\Nokia Service Layer
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Problems during updating

  1. My device screen goes blank during the update. is this normal?

    Yes, your Nokia device display screen should go blank while being updated. Do not disconnect the device at this time.

    Shortly after the Nokia Software Updater reports "Software update completed", the device screen should be back to normal.

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  2. Nokia PC Suite says my device has disconnected. Is this normal?

    Older versions of Nokia PC Suite (6.8.3 or older) may show the message "Nokia [model number] disconnected via USB". After the update is completed, the Nokia device will show as connected again.

    To rectify this, download and install the latest version of Nokia PC Suite from or http://www.nokia.com/pcsuite or your local Nokia website.

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  3. I get an error message when using Nokia Software Updater. What should I do?

    "Could not find supported phone"

    This could be because:

    • The Nokia device is not switched on.
    • The Nokia device is not properly connected. (A compatible USB data cable should connect the PC and your Nokia device, the "USB connected" icon should be present in the phone display, and PC Suite USB mode should be selected).
    • The Nokia device model is not supported by Nokia Software Updater.
    • Your specific model type (for example, if it was supplied by your operator with pre-installed operator specific functions) is not supported by Nokia Software Updater
    • There is no Internet connection, or the connection is blocked by a firewall or your Virtual Private Network.

    "No software updates available."

    • This means there is no new version of Nokia device software currently available for your specific product.
    • Please note that your mobile service provider, operator or carrier may not have approved the latest Nokia device software available.
    • Nokia produces many different variants of each product (for different countries and languages) and not all variants have updated Nokia device software. It is our priority to update all variants as quickly as possible, and we apologize for any delay. New software may become available at a later date, however, so please check back soon.
    • You can check to see if your software is the latest by reading the question "How can I check for new software?"

    "Connection to Phone Lost"

    Your Nokia device could not be detected.

    • Reconnect the USB cable.
    • Click Retry to continue with device update

    "Phone recovery"

    There are two different recovery messages, depending on your Nokia device. Follow the on-screen instructions which will help you establish communication between Nokia Software Updater and your device.

    Phone Recovery >

    • Remove the battery and charger from your device. Disconnect the USB cable.
    • Insert the battery and connect the charger. Re-connect the USB cable.
    • Press the device's power button for a few seconds.
    • Press the device's power button for a few seconds. Click Retry to continue with device recovery.

    Phone Recovery >

    • Remove the battery and charger from your device. Disconnect the USB cable.
    • Insert the battery and connect the charger. Re-connect the USB cable.
    • Click Retry to continue.
    • Press the device's power button.

    "Software update failed"

    This could be because:

    • No SIM card inserted – insert a valid 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 or Flight profile – briefly press the power button and select the "General" profile.

    "Software download failed"

    This could be because:

    Internet or network connection has been lost, or is not fast enough. (Dial-up connections are not recommended due to the size of the files downloaded.)

    Check cables and other Internet connections.

    "Connect charger"

    The battery does not have enough power. Connect the Nokia device to its charger for the PC update to start.

    "Internal module error"

    • On the PC, select Start > Run
    • Type into the Open field " regsvr32 c:\winnt\system32\msxml4.dll " and click OK
    • If this does not help, uninstall the Nokia Software Updater via your PC's Control Panel > Add/Remove Programs and then re-install the Nokia Software Updater.
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  4. I get an error message when using my device to update. What should I do?

    "Remote server not responding"

    Most likely your Nokia device 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 device updates (or web browser) application. Remember that if your device supports it, you can also use WiFi to connect to the Internet and update.

    You also need to have Update Server settings programmed into your device. These can be operator-specific settings (contact your operator for help), or standard Nokia settings as shown below:

    Key *#0000# into your phone's home screen or go to Device manager (consult your user guide if necessary).

    Select Options > Server profiles > Options > New server profile > Copy = No

    Server Name Nokia
    Server ID Nokia
    Server password firmupservpass
    Access point [select your preferred AP]
    Host address https://dms.update.nokia.com/dms/omadm
    Port 443
    User name nokiams
    DM password nokiamspass
    Allow configuration Yes
    Auto accept all requests Yes

    "Update cancelled by server" or "Update not allowed. Contact service provider."

    Your Nokia device may not have 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 your Internet connection is closed. Wait a moment and try again. Check that your Nokia device has no other Internet connections – for example, that you are not currently uploading or downloading anything other than this update.

    "No network connection. Unable to download."

    Remember that if your device supports it, you can also use WiFi to connect to the Internet and update.

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  5. My PC firewall application gives me a warning during the PC update. Is this normal?

    Firewall applications vary, but if prompted you should allow the following processes:

    • nsl_host_process.exe
    • nsu_ui_client.exe
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  6. I get a message, "Update completed", but there is no visible activity on my device. What should I do?

    Remove the battery and disconnect any other cables. Then replace the battery and press the power button.

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  7. My device "died" during an update. What should I do?

    Firstly, it is normal for the Nokia device display to go blank during an update.

    However, it may be that the Nokia Software Updater application has lost contact with your Nokia device and the device display is suspended.

    • Disconnect the Nokia device from the USB cable and remove the device's battery for 5 seconds.
    • Re-insert the battery then press and hold the device power button for 1 second.
    • Re-connect the Nokia device to the USB cable and wait for 10 seconds.
    • Try the Nokia Software Updater again

    If there is no response from your Nokia device, try to recover the device by formatting it:

    • Press and hold the following device keys: 3, green and *
    • Press the device power button for 1 second
    • Continue to hold down 3, green and * until you hear the device start-up tone.

    If there is still no response:

    • Take the Nokia 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.
    • Note: 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. See for www.nokia.com/repair details.

Problems after updating

  1. Why has my device changed language after updating?

    After an update, your Nokia device may restart in its native language. To change the language go to Settings > Phone > General > Phone language.

    If your Nokia device was originally manufactured for use in another country or region, using Nokia Software Updater may revert the set of available device languages to the original language set.

    If your preferred language is no longer available after using Nokia Software Updater, you may need to return your Nokia device to a Nokia Care point to have this language reinstated.

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  2. How do I “reset” my device software?

    Some devices may need to have their software reset in order to see the latest benefits, or to resolve other potential problems.

    • Ensure you have the latest version of Nokia PC Suite.
    • Backup your device memory to your PC using Nokia PC Suite
    • Copy your files (music, videos, documents, images etc) from the Nokia N91 hard drive to your PC (use of USB mass storage recommended).
    • Copy any original SISX, Java, etc. installation files for your applications, themes, etc. from your Nokia N91 hard drive or memory card to your PC. (Do not simply copy over the installed directories/files.)
    • If your device has an internal hard drive, format your Nokia device’s hard drive by selecting Tools > Hard drive > Options > Format hard drive > Quick format (instructions are also in user the guide).
    • After the device has completely started up again, reset your device memory by selecting Menu > Tools > Settings > Phone > General > Orig. Phone Settings and entering 12345.
    • Restore your device memory from your PC using Nokia PC Suite by selecting Backup from the PC Suite menu and then selecting Restore.
    • Copy any hard drive or memory card contents from your memory card or PC back to your clean hard drive or memory card.
    • Re-install your applications/themes.
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  3. Why has my device security code changed after updating?

    After using the Nokia Software Updater, many settings (including your security code) are reset to default to ensure correct operation. Enter the default security code, of 12345. You can then change your security code later.

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  4. I cannot connect to Nokia PC Suite after updating

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

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  5. Is more support for updating available?

    For user-to-user support and assistance, check Nokia Support Discussions at discussions.europe.nokia.com.

    Many registered users have experience with updating their Nokia devices and you may find answers to any questions you may have.

    To receive personal assistance from Nokia Customer Care, please call or email your local Nokia Care contact center. See Nokia Care center for details.

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