Search Discussions:
Showing results for 
Search instead for 
Do you mean 
Advanced Search...
Welcome to Nokia Support Discussions! Here you can share advice and tips with thousands of other Nokia users around the world in English. Many Nokia employees also follow and participate in the discussions, see our guidelines for more information. Everyone can search and read the discussions, but to post your own question or reply to others, simply sign in with your Nokia account. If this is your first time here, you can choose an alias to represent you. And if you don't have a Nokia account yet, please register.

Recovering from a failed firmware update.

Mobile Emperor
Posts: 28,513

Recovering from a failed firmware update.

[ Edited ]

Occasionally things go wrong when using the Nokia Software Updater (NSU). The exact cause is often unknown but it can be caused by the NSU, the phone or even the computer itself.

The aim of this guide is to offer users a few tips and tricks that may aid recovery. The guide applies to most nokia phones, except the hard reset which only applies to S60 smartphones.

So how do you know if an update has failed?

A failure can show itself in a number of ways, the most common one is where the NSU freezes. If it does this during the first part of the process where it downloads the firmware from nokia your phone will be ok. You will see that your phone is still switched on so it's safe to cancel the process or just remove the cable from the phone.

If it freezes during the second phase when the computer is transferring the firmware to the phone this can be much more serious. When this happens leave your phone for at least 15 minutes before taking any further action. If after that time nothing has happened all you can do is pull the cable.

Another failure is where your computer crashes during the second phase. This is usually the worst type of failure and often leaves the phone unrecoverable, but still it's worth trying.

What can I do to recover from this failure?

The first thing to try is to remove the phones battery and leave it out for at least five minutes. Whilst doing this take the opportunity to reboot your computer in case you need it to help with recovery.

Now re-insert the battery and try to switch your phone back on. If it works then all is good but before trying to update again there is a few things you need to check. Make sure that your computer is fully up to date including the latest service pack and disable all non-essential programs that are running. Also disable any anti virus and anti spyware software that you may have, now try again.

If removing the battery failed to make it work then prepare your computer as mentioned above and run the NSU again. Follow all instructions and prompts that it gives you carefully as it may offer to recover your phone. If it doesn't try various combinations of connecting your phone whilst it's switched on, off and also try removing and reinserting the battery whilst it's connected. Make sure you wait in between each attempt to give the NSU time to detect the phone. This classic thread is a good example of someone who succeeded in recovering their phone. It's a good idea to keep trying and trying.

What if that method doesn't work?

The next thing to try is a hard reset. This method only applies to S60 smartphones with keypads (not touchscreens):

1. Switch off the phone.

2. Hold down the following three buttons: Green (the call answer button), * button, and '3' button.

3. While holding these buttons, hold the power button for a second to switch on the phone.

4. Release when the phone shows the nokia hands logo or shows other signs of life like the language selection screen.

It may take a few attempts and very flexible fingers.

Notes: On the N78 use the silver multimedia key instead of the green call key. On the 5800XpressMusic (also for the X6 & 5230/5233/5235) see this post for instructions on how to hard reset it.  For an N97/mini see this link.

So none of that worked, what happens next?

Unfortunately you have now tried everything possible to recover from the failure yourself. The last thing for you to do now is to contact a nokia care point in your country for help. If your phone is under warranty they will repair it for free, possibly while you wait.

You can find your nearest care point by using these links:

Care points/service centres and repair info:

CanadaMiddle East and Africa

Elsewhere: Click here, select your country, go to the support section, then select repair.

I hope you have found this guide useful and have managed to solve your problem.

Please use plain text.