Nokia General FAQ topics

1. My phone is requesting a PIN/PIN2/PUK/PUK2 code.

Your phone is equipped with one or more codes to protect it against unauthorized use. The PIN and PUK codes actually protect the SIM card, a small card inside your phone that establishes the network connection.

In most cases, your operator or service provider is the best source of assistance with PIN and PUK codes.

• The most common code is the PIN (Personal Identification Number) code, which you set yourself and can activate and inactivate by following the instructions in your user guide.
• The PIN2 code is a PIN code which acts as a second layer of protection for certain features of your phone. It functions in the same way as the PIN code, and more information is available in your user guide.
• If the PIN code is entered incorrectly multiple times, your phone may request a PUK (Personal Unblocking Key) code. The PUK code is an 8-digit code provided by your operator or service provider.
• If the PIN2 code is entered incorrectly multiple times, your phone may request a PUK2 code.

Please contact your operator or service provider for assistance with your PIN and/or PUK codes. If you have already contacted your service provider and the code provided did not work, you will have to obtain a new SIM card from your operator or service provider.

2. My phone is requesting a security code.

Your phone is equipped with one or more codes to protect it against unauthorized use. Please note that the security code, which protects the phone itself, differs from the PIN code, which protects the SIM card.

If your phone is prompting you for a security code and you have not activated one, please try the following:

• Enter the default security code: 12345. Only try this once.

If your phone still requests a security code, please bring it to the nearest Nokia service center for inspection. You can find service center addresses from the drop-down menu at the bottom of Repair.

Please note:

• Some operators configure phones so that they only work with their brands' SIM cards. In this case, if you enter the wrong code three or more consecutive times, the phone may lock permanently. If this happens, contact your operator or service provider for assistance.
• In other cases when you enter the wrong code three or more consecutive times, the phone switches to a "sleep mode" and does not accept any entries for the next 15 minutes. In this case, power the phone off, then back on, let it sit idle or untouched for 15 minutes, then try again or bring it to a Nokia Care point.

3. My phone displays "SIM card rejected" or "SIM card unaccepted".

The SIM (subscriber identity module) card is a small card inside your phone that establishes a network connection. The SIM card is provided by your operator or service provider. In most cases, they are the best source of assistance with SIM card problems. Your phone may display a SIM card error message if:

• The SIM card is out of alignment. If the phone has recently been dropped, bumped, or opened, the SIM card may need adjusting. Follow the SIM card installation instructions in your user guide.
• The PUK (Personal Unblocking Key) code is entered incorrectly multiple times. This can inactivate the SIM card. If inactivation appears to be permanent, contact your operator or service provider for a new SIM card.
• You have recently changed service providers. In this case, either your SIM card or your phone may be configured for your previous operator and may require reconfiguring. It may also be that your phone is configured so that it cannot be used with a SIM card from a different operator or service provider. Please contact your current operator or service provider for assistance.

If none of the situations above apply and you continue to receive this error message, your SIM card may be damaged. Please contact your operator or service provider to have the SIM card tested and/or replaced. Or alternately, bring your phone to the nearest Nokia service center for inspection. You can find service center addresses from the drop-down menu at the bottom of Repair.

4.Why is an IMEI (International Mobile Equipment Identity) number important and how do I retrieve the IMEI number from my mobile?

The IMEI number is a 15 digit unique code that is used to identify a mobile phone to a GSM network. The IMEI number can be retrieved by keying in *#06# and the 15 digit unique code will be displayed on the screen. In the unfortunate event that your mobile is misplaced, provision of this IMEI number to the police and telco service provider would be useful.

5.I lost my phone. How do I block the phone to prevent unauthorised use?

Nokia does not have a system to block the phone. You are advised to make a police report and contact your service provider.

6.My series 60, 80, 90 Nokia phone has a virus. How do I remove it?

Removal of the Mobile Virus in series 60, 80, 90 Nokia phone can be done in several ways such as downloading the 3rd Party Mobile Anti-Virus applications.
This is also dependant upon the type of virus infecting your phone.
You can refer to the 3rd Party Mobile Anti-Virus applications support for instructions on how to disinfect the Mobile Virus in your phone.
To learn more about how to protect your mobile phone, check out this link www.nokia.com/security