Care Suite User Guide

NOKIA CARE
SUITE
Nokia Service Software User

Guide
NOKIA CARE SUITE PST AND

MULTI SW UPDATER
Owner:
Scope:
Originator:
Version:
Document ID:
Location:
Nokia, Care, GTM, Competence Management

User Guide Nokia Service Software for NCP Level 1 & 2
GSS Software
1.7.6
CareSuiteUserGuide.doc
Salo, Finland
Page
Change History
Version Date
Status
V 0.1
16.09.11 Draft
V 0.2
18.11.11 Draft
V1.0
01.12.11 Approved
V1.1
20.12.11 Draft
V1.2
03.02.12 Draft
V1.3
07.02.12 Draft
V1.4
19.03.12 Draft
V1.5
15.05.12 Draft
Comments
Section 3 Install pre-requisites installation and
NCS installation have been updated.
Sections 5.1.1 and 5.1.2 have been updated.
Screenshots of the Application Launcher have been
updated.
Section 9.1 File Menu has been updated.
Section 9.3 Features has been updated.
Section 11.1 ZIP Package Generator for Report
Errors has been updated.
Section 1 - exclamation mark in the last sentence
changed to point.
Section 1.1 Legal Notice year updated to 2011.
Section 5.1 Product specific data is needed to all
software update methods, manual recovery, type
label printing, product code change and hardware
tests.
Section 6.1 Typo corrected in step 6.
Section 4 screenshots has been updated.
Section 5.2.2 screenshot has been updated.
Section 6.1 screenshots has been updated.
Section 6.3.3 Recovery of Nokia Lumia 710 has
been added.
Section 6.7 Vibra test has been updated.
Section 6.8 Audio Tests has been updated.
Section 6.9 Ambient Light Sensor has been
updated.
Section 6.10 Display Tests has been updated.
Section 9 with subsections has been updated.
Section 6.8.3 Audio Loopback Test has been added.
Section 6.13 Keyboard Test with subsections has
been updated.
Section 6.15 Touch Display Test has been updated.
Section 6.16 Touch Display Calibration has been
updated.
Sections: 9.2, 9.4, 9.5 have been updated.
Year has been updated in the 1.1 Legal Notice.
Section 6.1 Layout pictures has been updated.
Section 6.17 Camera Configuration has been added.
Section 9 Description of Menu Structure has been
updated.
Section 2.6 not added that UAC can be turned on
after installation.
Section 3.1 changed to Install Microsoft .NET
framework 4.0.
Section 6.3 information about post conditions for
recovery tool has been added.
Section 6.3.3 has been renamed to Recover of
Windows Phone Devices.
Page
Section 6.3.4 Finding Variant Online has been

added.
Section 9 Description of Menu Structure has been
updated.
Section 11.1 ZIP Package Generator for Reporting
Errors has been updated.
Product Code Change has been renamed to
Language Package Change
Section 3.1 Occurrences of .NET framework 2.0
replaced to .NET Framework 4.0
Support for Windows XP is discontinued. All related
information about Windows XP has been removed.
Section troubleshooting added: out of disk space
and formatting disk message after connecting
device described.
Hardware tests for Windows Phone 8 devices have
been described.
Multi Software Updater section has been removed.
Symbian S40 / S60 Hardware Tests section renamed
to S40 / S60 Hardware Tests.
V1.6
25.05.12 Draft
V1.7
04.07.12 Draft
V1.7.1
31.10.12 Draft
V1.7.2
05.11.12 Draft
V1.7.3
18.12.12 Draft
Windows Phone 8 Hardware Tests added.

6.1 Layout has been updated.
6.3.4 Finding Variant Online has been updated.
6.5.6.2 Pattern Test has been updated.
8. Multi Software Updater has been added.
V1.7.4
20.12.12 Draft
V1.7.5
19.03.13 Draft
V1.7.6
05.04.13 Draft
Section 6.2 has been updated information about

SW Update is removed.
Sections 5.2.2, 5.2.3 and 5.2.4 have been updated.
Sign In process described in sections: 5.1.2 and 6.
Section 6.6.17 Charging Test has been added.
Section 6.6.18 IHF Calibration has been added.
Section 8.1 Multi Refurbish instruction how to flash
16 devices simultaneously has been added.
Section 6.6.15 has been updated.
Section 6.6 has been renamed to Lumia Hardware
Tests.
Section 7 Multi IMEI Reader has been updated.
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Table of Contents
1. General......................................................................................... 6
1.1 Legal Notice................................................................................................................. 6

1.2 License Issues.............................................................................................................. 6
1.2.1 OpenSSL License....................................................................................................... 6
1.3 Nokia Online (NOL)...................................................................................................... 6
1.4 Installation path........................................................................................................... 6
2. Prepare......................................................................................... 7
2.1
2.2
2.3
2.4
2.5
2.6
Supported OS.............................................................................................................. 7
Minimum HW Requirements........................................................................................ 7
SW Requirements........................................................................................................ 7
Other Requirements.................................................................................................... 7
Download Software from NOL...................................................................................... 7
Turn off User Account Control...................................................................................... 7
3. Install........................................................................................... 8
3.1 Install Microsoft .NET Framework 4.0...........................................................................8

3.2 Install VC++ 2005 SP1 Redistributable.....................................................................11
3.3 Install VC++ 2010 SP1 Redistributable.......................................................................1
3.4 Install Care Suite......................................................................................................... 1
3.4.1 Troubleshooting: Care Suite Installation Fails............................................................4
3.4.2 Troubleshooting: Manual Deletion of Previous Care Suite Version (Windows 32bit).. 4
3.4.3 Troubleshooting: Manual Deletion of Previous Care Suite Version (Windows 64bit).. 5
4. Launch Care Suite.......................................................................... 7
4.1 Update Care Suite applications from the Application Launcher...................................8
5. Configure...................................................................................... 9
5.1 Product Specific Data Packages................................................................................... 9

5.1.1 Use Local Software Packages.................................................................................... 9
5.1.2 Use Online Software Packages from Firmware Repository.......................................11
5.2 Configure Connections between Phone and PC.........................................................12
5.2.1 Check that USB Drivers are Installed Correctly (for devices with USB service cable)12
5.2.2 Configure Connection Using Nokia Fuse (for devices with service adapter)............13
5.2.3 Add a Connection.................................................................................................... 14
5.2.4 Edit a Connection.................................................................................................... 18
6. Product Support Tool For Store.....................................................19
6.1 Layout....................................................................................................................... 20
6.1.1 Device Panel, Selection of the Connected Device...................................................21
6.1.2 Navigation Menu..................................................................................................... 22
6.1.3 Phone Information................................................................................................... 22
6.1.4 Action Report Log.................................................................................................... 23
6.1.5 Data Package Selection........................................................................................... 23
6.1.6 Downloads Panel (Downloading Packages).............................................................23
6.2 Refurbish / Software Reset......................................................................................... 25
6.3 Recovery.................................................................................................................... 26
6.3.1 Recovery of Devices Connected via USB.................................................................26
6.3.2 Recovery of Devices Connected via Service Adapter..............................................29
6.3.3 Recovery of Windows Phone Devices......................................................................31
6.3.4 Finding Variant Online............................................................................................. 34
6.4 Language Package Change........................................................................................ 36
6.5 S40 / S60 Hardware Tests.......................................................................................... 37
6.5.1 Hardware Test......................................................................................................... 37
6.5.2 Self Test................................................................................................................... 38
6.5.3 Vibra Test................................................................................................................ 41
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6.5.4 Audio Tests.............................................................................................................. 41

6.5.5 Ambient Light Sensor.............................................................................................. 43
6.5.6 Display Test............................................................................................................. 50
6.5.7 Keyboard Test.......................................................................................................... 53
6.5.8 Switch Test.............................................................................................................. 54
6.5.9 Touch Display Test................................................................................................... 56
6.5.10 Touchpad Calibration............................................................................................. 57
6.5.11 Camera Configuration............................................................................................ 58
6.6 Lumia Hardware Tests................................................................................................ 59
6.6.1 Self Test................................................................................................................... 59
6.6.2 Touch Display Test................................................................................................... 60
6.6.3 Display Test............................................................................................................. 60
6.6.4 Vibra Test................................................................................................................ 60
6.6.5 SIM Test................................................................................................................... 61
6.6.6 Keyboard Test.......................................................................................................... 61
6.6.7 Microphones............................................................................................................ 61
6.6.8 Accelerometer Test.................................................................................................. 62
6.6.9 Audio Output Test.................................................................................................... 63
6.6.10 Memory Card Test.................................................................................................. 64
6.6.11 Proximity Sensor Test............................................................................................. 65
6.6.12 Proximity Sensor Calibration.................................................................................. 66
6.6.13 ALS Test................................................................................................................. 67
6.6.14 ALS Calibration...................................................................................................... 68
6.6.15 Light Test............................................................................................................... 69
6.6.16 Gyroscope Calibration........................................................................................... 70
6.6.17 Charging Test......................................................................................................... 71
6.6.18 IHF Calibration....................................................................................................... 72
6.7 Type Label Printing.................................................................................................... 74
6.8 DBI Battery Info......................................................................................................... 77
6.9 Firmware Download................................................................................................... 78
7. Multi IMEI Reader........................................................................79

8. Multi Software Updater................................................................82
8.1 Multi Refurbish........................................................................................................... 83
9. Description Of Menu Structure.....................................................86

9.1
9.2
9.3
9.4
File Menu................................................................................................................... 86
View Menu................................................................................................................. 87
Tools.......................................................................................................................... 87
Help Menu................................................................................................................. 87
10. Known Errors............................................................................... 88

11. Reporting Errors and Change Requests.........................................89
11.1 ZIP Package Generator for Reporting Errors.............................................................89

11.2 Manual Error Reporting............................................................................................ 91
12. Troubleshooting........................................................................... 93
12.1 Out of disk space..................................................................................................... 93

12.2 After Connecting Device a Question about Formatting is Displayed........................93
13. Notes.......................................................................................... 94
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Nokia Care Suite User Manual

1.
GENERAL
Care Suite (CS) is multi-protocol service software that supports Nokia CDMA, GSM and
WCDMA products. Please see product specific technical bulletins for phone model specific
information and instructions.
Important: This document does not claim to be exhaustive. The actual software install or
uninstall process may vary from this description depending on the computer hardware used,
the software already installed and the entries in the registry.
Close all applications before installing Nokia service software.
Read the information provided by the installation program carefully, it often points out
important steps in the installation.
1.1
Legal Notice
Copyright Nokia Corporation 2012. This material, including documentation and any related
computer programs, is protected by copyright controlled by Nokia Corporation. All rights are
reserved. Copying, including reproducing, storing, adapting or translating, any or all of this
material requires the prior written consent of Nokia Corporation. This material also contains
confidential information, which may not be disclosed to others without the prior written
consent of Nokia Corporation.
1.2
License Issues
1.2.1
OpenSSL License
http://www.openssl.org/source/license.html
1.3
Nokia Online (NOL)

Information and software for all Nokia products is available on Nokia Online (NOL)
(www.nokiaonline.com). After logging in with a valid user name and password, select the Care
Service menu and then Support Library.
If you do not have access to NOL, please go to the site and click on Registration Request.
For documents which have been released after May 31st 2010, please see Nokia Online / KICS
Information Page (https://icknowledge.online.nokia.com). After logging in with a valid user
name and password, select the S&R Documents category and then Service Sw sub
category.
If you do not have access to NOL, please go to the site and click on Registration Request.
1.4
Installation path
A default installation path is provided (C:\Program Files\Nokia\Nokia Care Suite or
C:\Program Files (x86)\Nokia\Nokia Care Suite).
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2.
PREPARE
2.1
Supported OS
2.2
2.3
2.4
2.5
Microsoft Windows 7
Minimum HW Requirements
CPU: Intel or Intel compatible 1 GHz or faster
RAM: Minimum 1 GB
Hard Disk: 300 MB available
Product-specific service cable or service adapter
SW Requirements
Microsoft .NET Framework 4.0
Care Suite package: Nokia_Care_Suite_Store_<year>_<week>_<build_number>.msi
where year, week and build number are variable
Product-specific data packages from NOL, or online access to Nokia Firmware Repository
(FiRe) for product-specific data
Other Requirements
SIM card: Some phones may require that a SIM card is inserted before you can update
software.
SPC number: For CDMA phones only. Some CDMA phones may require an SPC number before
you can write PRL/ERI or PRI settings.
Windows Phone 8 devices require Microsoft Windows 7 or newer system.
Download Software from NOL
Before you install the Care Suite software and product-specific data packages, download them
from NOL and save them on your computer or a network server in a suitable folder structure.
2.6
Turn off User Account Control
Before you start installation the User Account Control should be turned off. Go to Control Panel ->
User accounts -> Turn user account control on /off -> Uncheck UAC box -> click OK.
After successful installation the User Account Control can be turned on.
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3.
INSTALL
3.1
Install Microsoft .NET Framework 4.0
If .NET Framework 4.0 is already installed, go to section Install VC++ Redistributable SP1.
Install Microsoft .NET Framework 4.0:

http://download.microsoft.com/download/9/5/A/95A9616B-7A37-4AF6-BC36D6EA96C8DAAE/dotNetFx40_Full_x86_x64.exe
Follow the prompts for installation.
If .NET Framework 4.0 is already installed, cancel the installation and continue to section
Install VC++ Redistributable SP1.
Otherwise,
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Select that you have read and accept the license terms
Click Install to start the installation.
Wait until installation finishes.
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10
Click the Finish button.
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11
3.2
Install VC++ 2005 SP1 Redistributable
If VC++ Redistributable SP1 8.0.59193 is already installed go to section Install Care Suite.
1. Install VC++ 2005 SP1 Redistributable.
http://download.microsoft.com/download/6/B/B/6BB661D6-A8AE-4819-B79F236472F6070C/vcredist_x86.exe
2. After reading the license agreement click Yes to accept the license terms and continue
installation.
3. Wait until installation process finishes.
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3.3
Install VC++ 2010 SP1 Redistributable
1. Install VC++ 2010 SP1 Redistributable.

http://www.microsoft.com/downloads/info.aspx?na=41&srcfamilyid=a7b7a05e-6de6-4d3aa423-37bf0912db84&srcdisplaylang=en&u=http%3a%2f%2fdownload.microsoft.com
%2fdownload%2f5%2fB%2fC%2f5BC5DBB3-652D-4DCE-B14A-475AB85EEF6E
%2fvcredist_x86.exe
2. Select I have read and accept the license terms and click the Install button.
3. Wait until installation process completes.
4. Click the Finish button.
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3.4
Install Care Suite
You can install Care Suite on top of previous versions.

1. Locate file Nokia_Care_Suite_Store_<year>_<week>_<build_number>.msi where year,
week and build number are variable.
2. Double-click Nokia_Care_Suite_ Store_<year>_<week>_<build_number>.msi and
follow the prompts for installation.
3. Click Next when space requirements computing is done.
4. Select I accept and then click Next.
5. Enter user name and organization.
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6. Select setup type.
If you select custom, you can select components to be installed and path for installation.
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7. Click Install to begin installation. You can select a desktop shortcut and quick launch
shortcut to be created.
NOTE: On the Windows 7 the Quick Launch task bar is not visible by default. Instructions how
to enable the Quick Launch task bar can be found under following link:
http://www.sevenforums.com/tutorials/888-quick-launch-enable-disable.html
8. Wait while Nokia Care Suite is being installed.
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9. Click Finish.
NOTE: After successful installation the User Account Control can be turned on.
3.4.1
Troubleshooting: Care Suite Installation Fails
Please use the Nokia Service Application Manager tool to uninstall previous Care Suite and other
Nokia Service Software Applications in case of any problems with installing Care Suite on top of a
previously installed version.
You can also manually delete previous versions and plug-in components.
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3.4.2
Troubleshooting: Manual Deletion of Previous Care Suite Version (Windows 32bit).
Below you can find instructions how to manually delete previous versions of Nokia Care Suite and
other Nokia Service Software Applications.
1. Select Start -> Control Panel -> Hardware and Sound -> Device Manager and remove
the following Nokia applications if they are visible in the list of installed programs:
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
NSL Service Modules (e.g. Nsl_service_module_00003)

Nokia Service Layer
Nokia Care Suite (all versions)
Nokia Mobile USB Device Driver
Nokia Mobile Phone Driver
Nokia Flashing Cable Driver
Nokia Connectivity Cable Driver
Nokia 3806 USB Driver
Nokia Software Updater
Nokia Software Updater Pro
FLS-4 Driver Installation
Fuse Drivers
WinUSB Drivers (all versions)
Microsoft .NET Framework (all versions, service and language packs)
Microsoft Visual C++ Redistributable
Microsoft .NET Framework (all versions)
MSXML (all versions and service packs)
2. Restart your computer.

3. Delete the following folders:
o
o
o
o
o
o
o
o
o
o
o
o
o
o
C:\Program Files\Nokia\Nokia Care Suite

C:\Program Files\Nokia\Troubleshooting
C:\Program Files\Nokia\Envira
C:\Program Files\Nokia\ZuneDrivers
C:\Program Files\Nokia\Phoenix (optionally, if Phoenix is installed, uninstall Phoenix
first)
C:\Program Files\Nokia\Connectivity Cable Driver
C:\Program Files\Nokia\3806_USB_Driver
C:\Program Files\Common Files\Nokia\Fuse
C:\Program Files\Common Files\Nokia\Service Layer
C:\Program Files\Common Files\Nokia\Tss
C:\ProgramData\Nokia\Fuse
C:\ProgramData\Nokia\Nokia Care Suite
C:\ProgramData\Nokia\UCM
C:\Users\[username]\AppData\Roaming\Nokia\Nokia Care Suite
4.
5.
6.
7.
Uninstall any plug-in components (if installed).

Restart your computer.
Install Care Suite.
If this does not solve the problem, uninstall the following applications:
Phoenix (and remove directory C:\Program Files\Nokia\Phoenix)
FastTrace
8. Install Care Suite again.
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3.4.3
Troubleshooting: Manual Deletion of Previous Care Suite Version (Windows 64bit).
Below you can find instructions how to manually delete previous versions of Nokia Care Suite and
other Nokia Service Software Applications.
1. Select Start -> Control Panel -> Hardware and Sound -> Device Manager and remove
the following Nokia applications if they are visible in the list of installed programs:
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
NSL Service Modules (e.g. Nsl_service_module_00003)

Nokia Service Layer
Nokia Care Suite (all versions)
Nokia Mobile USB Device Driver
Nokia Mobile Phone Driver
Nokia Flashing Cable Driver
Nokia Connectivity Cable Driver
Nokia 3806 USB Driver
Nokia Software Updater
Nokia Software Updater Pro
FLS-4 Driver Installation
Fuse Drivers
WinUSB Drivers (all versions)
Microsoft .NET Framework (all versions, service and language packs)
Microsoft Visual C++ Redistributable
Microsoft .NET Framework (all versions)
MSXML (all versions and service packs)
2. Restart your computer.

3. Delete the following folders:
o
o
o
o
o
o
o
o
o
o
o
o
o
o
C:\Program Files (x86)\Nokia\Nokia Care Suite

C:\Program Files (x86)\Nokia\Troubleshooting
C:\Program Files (x86)\Nokia\Envira
C:\Program Files (x86)\Nokia\ZuneDrivers
C:\Program Files (x86)\Nokia\Phoenix (optionally, if Phoenix is installed, uninstall
Phoenix first)
C:\Program Files (x86)\Nokia\Connectivity Cable Driver
C:\Program Files (x86)\Nokia\3806_USB_Driver
C:\Program Files (x86)\Common Files\Nokia\Fuse
C:\Program Files (x86)\Common Files\Nokia\Service Layer
C:\Program Files (x86)\Common Files\Nokia\Tss
C:\ProgramData\Nokia\Fuse
C:\ProgramData\Nokia\Nokia Care Suite
C:\ProgramData\Nokia\UCM
C:\Users\[username]\AppData\Roaming\Nokia\Nokia Care Suite
4.
5.
6.
7.
Uninstall any plug-in components (if installed).

Restart your computer.
Install Care Suite.
If this does not solve the problem, uninstall the following applications:
Phoenix (and remove directory C:\Program Files (x86)\Nokia\Phoenix)
FastTrace
8. Install Care Suite again.
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4.
LAUNCH CARE SUITE

You can launch Care Suite in the following ways:
If the Shortcut on desktop option was selected during installation, double-click the Nokia
Care Suite shortcut on the desktop.
If you used the default installation path, launch the application from C:\Program
Files\Nokia\Nokia Care Suite \ApplicationLauncher\Bin\applicationlauncher.exe or
Start -> All Programs > Nokia -> Nokia Care Suite > Launch Nokia Care Suite.
Nokia Care Suite application launcher shows the available applications for use with CDMA and for
use with GSM/WCDMA.
NOTE: The selection of applications shown depends on what Nokia Tools are installed on your PC.
Application Launcher
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4.1
Update Care Suite applications from the Application Launcher
If there is an online connection to Firmware Repository (FiRe), the Application Launcher also
enables you to check Care Suite updates and install them if available.
1. To check available updates, click on Updates and click Check for updates link.
2. If update is available click Download.
3. After the update is downloaded click Install.
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5.
CONFIGURE
5.1
Product Specific Data Packages
Product specific data is needed to all software update methods, manual recovery, type label
printing, language package change and hardware tests. There are two options for accessing
product specific data:
Local software packages are downloaded from NOL and installed to local storage
location. They can be used when the Firmware Repository (FiRe) connection is not
available or your PC is offline.
Online software packages are automatically fetched from FiRe to local storage location.
This requires that your PC is online and has a connection to FiRe.
5.1.1
Use Local Software Packages
1. Configure Care Suite to use local packages:

a. Launch Nokia Care Suite and select Product Support Tool for Store or Multi SW Updater.
b. On the bottom of window from the status bar click the Online icon.
c. Click Work Offline to switch application to the offline mode.
You can also set in which mode will operate the application after launching from Preferences
dialog:
a. Open Preferences dialog from File->Preferences menu.
b. Go to Network tab.
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c. Set Application Startup Mode to Offline.

2. Navigate to the desired data package on NOL or a local storage location where the data
package is available.
3. Double click on the msi filename.
4. Follow the prompts and accept the default settings or select an alternate location.
The default paths for the installation are C:\Program Files\Common
Files\Nokia\DataPackage\Products and C:\Program Files\Nokia\Phoenix\Products
5. When prompted to start the installation of the selected data package, click Next. The
following shows an example of a product specific data package installation.
6. Wait while the data package is installed.
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7. When the installation is complete, click Finish.
After you have installed the data package, Care Suite is able to find the appropriate software
for the device.
5.1.2
Use Online Software Packages from Firmware Repository
1. Launch Nokia Care Suite and select Product Support Tool for Store or Multi SW Updater.
2. On the bottom of window from the status bar click on the Offline icon.
3. Click Work Offline to remove the checkmark and switch the application to the online mode.
NOTE: If you switching to Online mode the Sign In dialog can be displayed:
To Sign In select proper channel from Sign in to drop-down menu (preferred one is Care Pro),
enter proper user name and password and click Sign In button.
To resign from switching to Online and continue work in offline mode click the Work offline
button.
NOTE: If user gives NOL login credentials three times wrong, the account will be blocked for
security reasons. The username is blocked from accessing Nokia Online to prevent unauthorized
login attempts. Please try again in half an hour.
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You can also set in which mode will operate the application after launching from Preferences
dialog:
1. Open Preferences dialog from File->Preferences menu.
2. Go to Network tab
3. Set Application Operating Mode to Online.
When you are online and connect a new device to the computer, Care Suite automatically
connects to Firmware Repository (FiRe) to download the latest software versions for the device.
NOTE: In case of access through firewall following domains and protocols should be opened in the
firewall configuration:
www.caresuite.nokia.com, protocol: https (port 443)
nds2.fds-fire.nokia.com, protocol: http (port 80)
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12
5.2
Configure Connections between Phone and PC
5.2.1
For devices with a USB service cable, see section Check that USB Drivers are Installed
Correctly (for devices with USB service cable).
For Easy Flash II devices (for example Nokia 1202), see section Configure Connection
Using Nokia Fuse (for devices with service adapter).
Check that USB Drivers are Installed Correctly (for devices with USB service cable)
Devices with a USB service cable (for example, Nokia BB5 products) are automatically detected
and do not require configuration. The product is recognized as a new USB device and installed by
the computer operating system.
When you connect a device to the computer, WHQL-signed Nokia USB drivers (USB phone, USB
modem, USB port) are installed automatically in the background. The following message is
displayed on the notification panel in the bottom right corner:
5.2.1.1
Troubleshooting: USB Driver Installation Fails
If the automatic USB driver installation is not successful, follow the procedure below:
1. Open Control Panel > Hardware and Sound >Device Manager.
2. Locate any incomplete devices. Incomplete devices will be marked with a yellow question
mark.
3. Right-click on the device and select Update Driver Software.
4. When the Hardware Update Wizard starts and asks whether Windows should search for
software, select Browse my computer for driver software.
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13
5. Click Browse, select the folder C:\Program Files\Nokia\Nokia Care Suite\Drivers and
click Next.
Note: Under 64bit operating system the folder with drivers is C:\Program Files
(x86)\Nokia\Nokia Care Suite\Drivers
The driver is now installed.

6. Repeat the steps above for all devices with yellow question marks.
5.2.2
Configure Connection Using Nokia Fuse (for devices with service adapter)
Easy Flash II devices such as the Nokia 1202 (RH-111) are FBUS devices and require manual
configuration using the Nokia Fuse application.
1. Launch Nokia Care Suite.
2. In Nokia Care Suite Application Launcher, double-click Fuse.
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14
Nokia Fuse opens, showing all currently configured connections (if any).
Meanings of columns:
Column 1 Name name of the connection
Column 2 Type type of connection (USB, FBUS, etc)
Column 3 Product type information about product type
Column 4 Devices an icon is displayed if a device is connected
3. To
5.2.3
add, edit or remove a connection, see the instructions below:

Add a Connection
Edit a Connection
Remove a Connection
Add a Connection
1. Launch Nokia Care Suite and select Fuse.

2. Connect the phone to your computer with the service device and switch on the phone.
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15
3. To add a connection manually, click Add.

4. Select the type of connection you want to add. For example:
For an FLS-5 flash device, select USB FBUS or FBUS.
NOTE: FLS-5 flash device is supported only under 32bit operating system.
For a USB-connected prommer, select NFPD_USB.
Click Next to continue.
5. Enter a name for the connection.

Tip: Select a name that is self-explanatory and helps you distinguish the connection from
other connections. For example, if you have color-coded your connection cables you could
name the connection FLS5-Red. The name will be visible in Care Suite.
6. Edit the connection parameters.
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16
The example below shows the default parameters for an FBUS connection. For most
applications it is sufficient to set the default parameters. If you want to edit the advanced
parameters for the connection, check the Show Advanced Parameters checkbox.
NOTE: The Pair with service adapter checkbox is for energy management purpose. Its not
used in the Product Support Tool.
Note: You must always change the value of the communication port number parameter to
match the port number for your connection. Do not use the default value 1. You can click
the Scan button to find a port number. After clicking the Scan button the dialog shows up
where you can start scanning for available communication port numbers.
Tip: The communication port number is the virtual COM port number given by the driver. If
scanning fails for some reason you can find the correct value using the FLS Device Control
Panel. To open the FLS Device Control Panel, go to the Control Panel -> FLS virtual port or
click the
icon in the system tray. Then take the value from USB Flash Device Virtual Ports
list:
Page
17
You can also go to Control Panel -> Hardware and Sound -> Device Manager -> Ports
(COM & LPT).
In the example below, the correct value for the communication port number is 4.
Note: FLS is supported only under 32bit operating systems.

7. When you have edited the parameters, click Next.
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18
The Nokia Fuse dialog shows a summary of the new connection name and parameters, as in
the example below.
8. To start using the new connection, click Finish. You can now use the device with Store PST or
Multi SW Updater.
5.2.4
Edit a Connection

2. Select the connection you want to edit and click Edit.
3. Edit the connection name and/or parameters and click Ok.
5.2.4.1
Remove a Connection

2. Select the connection you want to remove and click Remove.
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19
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20
6.
PRODUCT SUPPORT TOOL FOR STORE
To launch the Nokia Care Suite Product Support Tool for Store, double-click on the Product
Support Tool for Store.
When the Product Support Tool is launching the Sign In dialog is displayed:
In order to Sign In:

1. Select proper channel from Sing in to drop-down menu.
NOTE: Preferred channel is Care Pro
2. Enter correct user name and password.
3. Click Sign In button.
NOTE: If user gives NOL login credentials three times wrong, the account will be blocked for
security reasons. The username is blocked from accessing Nokia Online to prevent
unauthorized login attempts. Please try again in half an hour.
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21
6.1
Layout
Welcome screen is displayed when PST Store is started.
Click on Open Connection Management link to open Nokia Fuse application. Connection
management is also available from File menu.
When a device is connected the Welcome Screen is dismissed and you can select tool from
Navigation Menu.
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22
Main screen of the Product Support Tool have following areas:

1) Device Panel where you can select device/connection and change product mode.
2) Navigation Menu where you can open a tool.
3) Tool Workspace where content of the selected tool is displayed.
4) Phone Information panel where you can find various informations about selected
device.
5) Action report log list of activities on selected device. By default the panel is not
visible.
6) Status Bar shows Product Support Tool statuses (downloads, data package selection
status, application operating mode).
7) Downloads shows currently downloaded items (data packages).
6.1.1
Device Panel, Selection of the Connected Device
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23
When multiple devices are connected, use the connection drop-down menu (1) above the
device picture to select the desired device.
If you want to refresh selected connection click button next to the drop-down menu.
Check Automatic product selection checkbox (2) when you want that the device which
has been recently connected is selected automatically.
No connection item from connection drop-down menu (1) enables user to deselect any
connection.
If no device is connected an empty connections are available for selection.
You can also set desired product mode (3). If undetermined is displayed you can click on
refresh button next to the product mode drop-down menu. Clicking on the refresh button
reads current mode.
6.1.2
Navigation Menu
Select the desired tool.
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24
6.1.3
Phone Information
Information about the connected product is displayed in the Phone information panel which can
be found on the left of the main window.
Phone information panel can be hidden or shown clicking on the arrow which is placed on the
splitter bar.
Information divided into sections. Each section can be expanded or collapsed independently. To
expand or collapse section click on the headers section.
6.1.4
Action Report Log
To show Action Report Log mark option Action Report Log in View menu. The Action Report Log is
displayed under the Phone information panel.
6.1.5
Logs all activities done for a particular device by serial number (=MEID).
Data Package Selection
Information about data package selection is displayed on the status bar.
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25
On the left the icon is displayed which notifies data package selection state. You can click on the
data package icon (
) to open the context menu.
Open data package location opens folder, where data packages are stored, in the explorer
window.
Extended information opens dialog where details about current data selection state are
displayed.
Rescan data packages forces scanning of available data packages and reselection of data
package.
6.1.6
Downloads Panel (Downloading Packages)
Downloads panel shows history of downloaded packages and packages of which downloading
progress is ongoing.
To download package:
1. Select Tools from main menu and click the Firmware Download tool.
2. Enter the product code:
3. Click the Check online button and wait a while.

4. The information about package is displayed if found:
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26
NOTE: If needed select Optional content files option.

5. Click the Download button.
6. Downloading starts (the notification is shown about that fact and the position is added to the
Downloads panel).
Notification:
Downloads panel:
7. Click the X button in the top-right corner of the Firmware Download window to close it.
8. After the downloads completes the progress of item in the Downloads panel is shown with a
green color:
NOTE: Hover with mouse pointer the item in order to check the details:
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27
6.2
Refurbish / Software Reset
Refurbish: User data will be deleted.

Reset Software: Updates software and resets settings to the factory defaults. Some user data
can be lost.
1. Launch Nokia Care Suite and open Product Support Tool.
2. Ensure that the Nokia phone is connected to the computer via service cable or service
adapter.
3. Turn the phone on.
4. From connection drop-down menu select a connection to which the phone is connected.
5. From the navigation menu select Programming > Refurbish or Software Reset tool.
6. Product Support Tool automatically selects data package with the latest available software
version which will be used for refurbishing / updating or resetting.
7. Click Start.
8. After successful run, check the software version from the device.
If refurbish, software update or software reset fails, you will be prompted to try to recover the
phone.
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28
6.3
Recovery
With manual phone recovery you can try to recover a device that cannot be started. Note that
user data is lost after phone recovery.
NOTE:
6.3.1
Recovery tool requires that:

No connection is selected
Open product is made
Automatic product selection is cleared
Recovery of Devices Connected via USB

2. Disconnect all phones from the computer.
3. Ensure that the Nokia phone, which is going to be recovered, is connected to the computer
via service cable.
4. Select No connection from the connection drop-down menu.
5. From File menu select Open Product.
6.
Search connected product and click Open.
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29
NOTE: You can type text in the Filter box to filter products list.
7. From the navigation menu select Programming > Recovery tool.
If the list is empty click on the Update list button.

You can mark Update automatically checkbox to force list update on Recovery entrance.
If there is no variant on the list to which device should be recovered you can click the Find
online button.
Please refer to section 6.3.4 for more details.
8. From the Properties list select appropriate variant and software version.
9. Click Start button.
10. Follow instructions when following dialog is displayed.
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30
11. Wait until recovery completes.
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31
6.3.2
Recovery of Devices Connected via Service Adapter

3. Ensure that the Nokia phone, which is going to be recovered, is connected to the computer
via service adapter.
4. From connection drop-down menu select Connection to which the service adapter is
connected.
NOTE: On above example the service adapter is connected to the FBUS Connection 1.
6. Search connected product and click Open.
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32
7. From the navigation menu select Programming > Recovery tool.

online button.
Please refer to Finding Variants Online section for more details.
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33
6.3.3
Recovery of Windows Phone Devices
Note: Some Windows Phones devices do not support recovery.

6. Select No connection from the connection drop-down menu.

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34
8. Search connected product and click Open.
9. From the navigation menu select Programming and then select Recovery tool.
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35

online button.
Please refer to Finding Variants Online section for more details.
12. Follow instructions when dialog is displayed
a.
b.
c.
d.
e.
f.
Disconnect your device from USB.

Ensure that your device is powered off.
Press and hold volume-up key on the device.
Connect device to USB while pressing volume up key.
You should feel short device vibration.
Click the Retry button during 30 sec to continue recovery.
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36
6.3.4
Finding Variant Online
After clicking the Find online button on the Recovery tool the Online Variant List window is
opened.
In the Online variant list window user can find required package for a variant and download it.
You can also use Firmware download tool to download data package for a variant.
1. Click the Find online button (can be found on the Recovery tool or Language Package
Change tool).
2. Wait until variant list loading is completed.
3. From the list select variant for which you would like to download data package.
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37
4. Click Download button.

5. Online Variant List window gets closed and download starts.
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38
6.4
Language Package Change
NOTE: Language Package Change is not supported for the devices with a sim-lock.
With this feature you can change the language package of the device. Please note that this plugin doesnt interact with Tucson so real product code change cant be done with this plug-in.
2. Connect the device.
3. From the navigation menu select Language Package Change tool.
If the Properties list is empty click on the Update list button.

You can mark Update list automatically to force list update on Language Package Change
entrance.
To search other variants than listed click Find Online button. For more details see section
6.3.4.
4. Select destination product code for the device from the list of available product codes.
5. Click the Start button.
The header of the list of available product codes contains filter boxes:
If you type something into the filter boxes the list will be filtered and only items which contain
entered text are shown.
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39
6.5
S40 / S60 Hardware Tests
6.5.1
Hardware Test
With Hardware Test you can test vibra, speaker and earpiece.

adapter.
4. Select connection to which phone is connected from connection drop-down menu.
5. From the navigation menu select Tests > Hardware tool.
6. Click on one of the
buttons to open the test. The dialog should be opened.
7. Click Start button to start the test.

8. Wait until test finishes.
9. Click Close button.
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40
6.5.2
Self Test
With the Self Test you can check main functionalities and components of the connected device.
Tests are semi-automated.
adapter.
4. From connection drop-down menu select connection to which the phone is connected.
5. Set proper product mode.
6. From the navigation menu select Tests > Self Test tool.
7. Click the Read tests button.
8. Click the Run All button.

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41
9. Wait until self test finishes.
10. When self test finishes you will get full report.
Page
42
By default only Failed tests are expanded.

You can collapse/expand each section by clicking on the section header.
Sorting is available by clicking on the header of the list.
You can repeat selected test by clicking the Run selected button.
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43
6.5.3
Vibra Test
With vibra test you can check functionality of the vibra of the connected device.
adapter.
4. From connection drop-down menu select the connection to which the device is connected.
5. From drop-down menu select proper product mode.
6. From navigation menu select Tests > Vibra tool.
7. Select state of the vibra.

NOTE: Selection of the vibra state takes immediate effect on the device.
6.5.4
Audio Tests
With audio test you can check internal and external speakers and microphones.
6.5.4.1
Microphones Test

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44
adapter.
6. From navigation menu select Tests > Audio Tests and select Microphones.
7. Select microphone you want to test.

9. Follow instructions displayed on the dialog.
10. Click Stop button to finish microphone test.
6.5.4.2
Tone Generator

adapter.
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45
6. From navigation menu select Tests > Audio Tests and select Tone Generator.
7. Select Output mode and set Tone properties (volume, frequency, tone length).
8. Click the Start button to generate tone on the connected device.
6.5.5
Ambient Light Sensor
With Ambient Light Sensor you can calibrate sensor coefficient and test the sensor.
6.5.5.1
ALS Calibration

adapter.
4. From connection drop-down menu select connection to which the device is connected.
5. From navigation menu select Tests > Ambient Light Sensor and select ALS Calibration
tool.
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46
There are five different types of ambient light sensors (Charlie, Poliwag, Greymon, Pupumon
and Dipro) for which different calibrations are available. Each calibration method is described
in further subsections.
6.5.5.2
Calibration for Dipro, Pupumon, Poliwag ALS Types
Manual Calibration
1. Select Calibrate manually option from Calibration Type.
2. Type value of reference level.
Default reference level is read from data package and always displayed in the default edit
box.
Above picture shows only example values. Please use your own values.
3. Click Calibrate button and wait until writing new values to the device finishes.
4. Check if value of coefficient is between minimum and maximum.
Page
47
Minimum (3) and maximum (4) are bounds for the coefficient value.
If the value (1) is between minimum and maximum the calibration has succeed.
If the value (1) is beyond minimum and maximum the calibration has failed and you
should repeat procedure from step 2. Below example of failed calibration:
Default coefficient is read from data package and displayed for informative purposes.
5. If calibration is successful click Close button.

6. Read button reads sensor values from device which are displayed in the Other Sensor
Values part.
NOTE: Above picture shows only Luminance. There can be other values displayed if available.
Calibration with Default Coefficient

1. Select Use default coefficient option from Calibration Type.
2. Click Calibrate button.

3. If calibration has failed try to calibrate ALS manually.
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48
6.5.5.3
Calibration for Greymon ALS Types
Manual Calibration
2. Type values of reference level for Channel 0 and Channel 1.
Default reference levels are read from data package and always displayed in the default edit
boxes.
4. Check if values of coefficients for both channels are between minimum and maximum.
Minimum (3, 4) and maximum (5, 6) are bounds for the coefficient value.
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49
If the values (1, 2) are between minimum and maximum the calibration has succeed.
If the values (1, 2) are beyond minimum and maximum the calibration has failed and you
should repeat procedure from step 2.
Default coefficients are read from data package and displayed for informative purposes.

Values.
Calibration with Default Coefficient


6.5.5.4
Calibration for Charlie ALS Types
First you need to calibrate pull-up resistor in case of Charlie ALS type. After pull-up resistor
calibration is done you can calibrate ambient light sensor.
Pull-up Resistor Calibration

Pull up resistor calibration must be done in darkness. Make sure that the phone is covered during the
calibration.
1. Select Pull up resistor calibration option from Calibration.
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50
2. Make sure that phone is covered.

3. Click the Calibrate button.
4. If calibration has succeeded the green icon is displayed next to the Value edit box.
Ambient Light Sensor Manual Calibration
Page
51
2. Type value of reference level.
Default reference level is read from data package and always displayed in the default edit
box.
4. Check if value of coefficient is between minimum and maximum.
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52
Minimum (3) and maximum (4) are bounds for the coefficient value.
If the value (1) is between minimum and maximum the calibration has succeed.
If the value (1) is beyond minimum and maximum the calibration has failed and you
should repeat procedure from step 2. Below example of failed calibration:
Default coefficient is read from data package and displayed for informative purposes.

Values part.
Ambient Light Sensor Calibration with Default Coefficient


6.5.5.5
ALS Test
With the ALS Test tool you can set the ALS mode and read luminance from the ALS.

Page
53
adapter.
5. From navigation menu select Tests > Ambient Light Sensor and select ALS Test tool.
6. Select sensor mode from the Sensor Mode from Mode drop-down menu.
7. Click the Apply button to set ALS mode on the device.
8. Click the Read button to read luminance value from the ALS.
6.5.6
Display Test
With display test you can check device display and backlights.
6.5.6.1
Light Test
With light test you can test backlights and other lightening of the device.
adapter.
6. From navigation menu select Tests > Display Tests and select Lighting tool.
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54
7. Select Target, State and Color.

8. Click the Apply button.
6.5.6.2
Pattern Test
With pattern test you can test display by applying selected pattern to the device.
adapter.
6. From navigation menu select Tests > Display Tests and select Patterns tool.
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55
7. From the list select pattern which should be displayed on the devices display.
8. The pattern should be displayed immediately after the pattern selection.
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56
6.5.7
Keyboard Test
With keyboard test you can register states of pressed keys on the device.
adapter.
6. From navigation menu select Tests > Keyboard Tests and select Keyboard Test tool.
7. Press any key on the device. Key states are registered and added to the list.
Some keys had been pressed and their states are registered:
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57
8. Click the Clear button to clear the key states history.

6.5.8
Switch Test
With Switch test you can register states of switches.

adapter.
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58
6.
7.
8.
9.
From navigation menu select Tests > Keyboard Tests and select Switch Test tool.
Change switches states on the device.
Click the Read button.
Check if states are proper on the Switches states list.
10. You can mark the Read states automatically checkbox to force automatic reading of
switches states from the device.
NOTE: When the Read states automatically checkbox is marked you can change
switches states on the device. Their states are refreshed on the list automatically so
you dont need to click the Read button.
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59
6.5.9
Touch Display Test

adapter.
6. From navigation menu select Tests > Keyboard Tests and select Switch Test tool.
7. Touch the touch display on the device.
8. If touch is detected the red circle and touch coordinates are shown.
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60
6.5.10
Touchpad Calibration

adapter.
6. From navigation menu select Tests > Keyboard Tests and select Touchpad Calibration
tool.
7. Touch the display at the first point.
NOTE: Crosses where the touch display should be touched are also displayed on the device.
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61
8. Touch the display at the second point.
9. Touch the display at the third point.
10. After the third point has been touched on the display the calibration is finished.
6.5.11
Camera Configuration

adapter.
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62
3.
4.
5.
6.
Turn the phone on.

From connection drop-down menu select connection to which the device is connected.
Set proper product mode.
From navigation menu select Tests > Camera Related and select Camera Configuration
tool.
7. Click the Write button to write new DCC files into the phone.
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63
6.6
Lumia Hardware Tests
6.6.1
Self Test

adapter.
6. From navigation menu select Tests > Self Test.
7. Click Run All Tests button to start all tests.
8. Wait until testing finishes
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64
6.6.2
Touch Display Test
Touch Display Test for Windows Phone Devices is similar as for the Symbian S40 / S60 devices.
For instructions please see Touch Display Test for Symbian S40 / S60 devices.
6.6.3
Display Test

adapter.
6. From navigation menu select Tests > Display Test.
7. By clicking on the picture select pattern which should be displayed on the device.
8. Check if selected pattern is displayed correctly on the device.
6.6.4
Vibra Test

adapter.
6. From navigation menu select Tests > Vibra Test.
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65
7. Using the slider select vibra intensity and click the Start button.
8. While vibra test is ongoing you can change the vibra intensity with the slider.
9. Click Stop button to finish the test.
6.6.5
SIM Test

adapter.
6. From navigation menu select Tests > SIM Test.
7. Click the Read button.
8. The information about SIM card presence and SIM card test should be displayed.
6.6.6
Keyboard Test
Keyboard Test for Windows Phone Devices is similar as for the Symbian S40 / S60 devices. For
instructions please see Keyboard Test for Symbian S40 / S60 devices.
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66
6.6.7
Microphones

adapter.
6. From navigation menu select Tests > Microphones.
7. From Audio recording options select which microphone will be tested.
8. Click the Rec button. The recording starts. You can now say something to the selected
microphone (your voice is recorded).
9. After few seconds recording should stop.
10. From Audio playback options select on which speaker the recorded voice will be played.
11. Click the Play button. While playing you should hear recorded voice on the selected speaker.
With Microphone test its possible also to check if the headset has been detected by the phone or
not. In order to do those click the Read button in the Headset test group:
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67
6.6.8
Accelerometer Test

adapter.
6. From navigation menu select Tests > Accelerometer Test.
8. Rotate the device in all dimensions. The gravity X, Y, Z signs should change between + and -.
9. Click Stop button to finish testing.
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68
6.6.9
Audio Output Test

adapter.
6. From navigation menu select Tests > Audio Output Test.
7. From Audio outputs options select which speaker will be tested.
8. From volume drop-down menu select sound volume.
10. While testing the tone is played on the selected speaker.
The frequency of the tone is changed periodically.
Current tone frequency which is played is marked with green color:
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69
6.6.10
1.
2.
3.
4.
5.
6.
7.
Memory Card Test
Launch Nokia Care Suite and open Product Support Tool.

Ensure that the Nokia phone is connected to the computer.
Turn the phone on.
From navigation menu select Tests > Memory Card Test.
Click the Read button. The results are displayed:
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70
6.6.11
1.
2.
3.
4.
5.
6.
7.
8.
Proximity Sensor Test

Turn the phone on.
From navigation menu select Tests > Proximity Sensor Test.
Click the Start button. The values Sensor status and Crosstalk should show some values.
Cover and uncover upper part of the device with your hand (or some opaque material).
Note that while covering / uncovering the Crosstalk value should change:
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71
9. Click the Stop button to finish the Proximity Sensor Test.
6.6.12
1.
2.
3.
4.
5.
6.
7.
8.
Proximity Sensor Calibration

Turn the phone on.
From navigation menu select Tests > Proximity Sensor Calibration.
Ensure that devices proximity sensor is uncovered.
Click the Calibrate button.
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72
6.6.13
1.
2.
3.
4.
5.
6.
7.
8.
ALS Test

Turn the phone on.
From navigation menu select Tests > ALS Test.
Click the Start button to start testing the ambient light sensor.
Cover and uncover top of the phone (ALS sensor). The Light intensity values should change.
9. Click the Stop button to finish ALS Test.
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73
6.6.14
ALS Calibration

2. Ensure that the Nokia phone is connected to the computer.
3. Ensure that the reference device is connected too.
NOTE: The reference device should be similar product to the product which is going to be
calibrated.
5. From connection drop-down menu select connection to which the device, which is going to be
calibrated, is connected.
7. From navigation menu select Tests > ALS Calibration.
8. From Reference phone drop-down menu select reference phone.
9. Ensure that reference phone and phone which is going to be calibrated are placed near to
each other.
10. Click the Calibrate button to start the ambient light calibration.
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74
6.6.15
1.
2.
3.
4.
5.
6.
7.
8.
Light Test

Turn the phone on.
From navigation menu select Tests > Light Test.
Using checkboxes you can turn on/off lights on the device.
To generate single flash by devices camera flash click the Flash button.
NOTE: There are devices for which lights names cannot be retrieved. In such cases the numbers
are only displayed:
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75
6.6.16
Gyroscope Calibration
Gyroscope calibration is self-calibration where device lays in flat surface. The device cannot be
moved when calibration is ongoing.
1.
2.
3.
4.
5.
6.
7.
8.

Turn the phone on.
From navigation menu select Tests > Gyroscope Calibration.
Ensure that device lies on flat surface and will not be moved during calibration.
Click the Calibrate button and wait until calibration is done.
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76
6.6.17
Charging Test
Charging test measures the battery current when charging is on or off. Also battery level and
capacity can be read.
1.
2.
3.
4.
5.
6.
7.

Turn the phone on.
From navigation menu select Tests > Charging Test.
To read battery level and capacity click the Read button.
8. To measure the battery current select charger type (wireless or USB) and click the Start
button.
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77
6.6.18
IHF Calibration
IHF Calibration performs self-calibration of the integrated hands free speaker.
1.
2.
3.
4.
5.
6.
7.

Turn the phone on.
From navigation menu select Tests > IHF Calibration.
To start the calibration click the Calibrate button.
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78
8. Wait until calibration process finishes.
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79
6.7
Type Label Printing
With type label printing user can print label for the connected device.
adapter.
5. From navigation menu select Type Label Printing tool.
6. Click the Generate type labels button and wait until labels are generated.
NOTE: You can mark the Generate labels automatically checkbox to force automatic labels
generation on Type Label Printing tool entrance.
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80
7. Click Settings button to configure printer.
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81
a) Select proper printer from Printer drop-down menu

b) Set label offsets in the Printer Offsets. X and Y values define position of the top left
corner of the printed label.
c) Set proper Multiplier.

d) Click OK button to apply printer settings and close the dialog.
8. Form drop-down menus Select proper Factory and Source Factory
9. Enter missing parameters if required.
If entered parameter is invalid the exclamation red icon is displayed
You can put mouse pointer over the icon to get more information:
10. Click the Print button to print label for the device.
Under the image of the label navigation buttons are available for scrolling through labels:
Click one of the buttons to switch to the next or previous label.
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82
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83
6.8
DBI Battery Info
With DBI Battery Info tool you can inspect and reset history of battery charging cycles.
adapter.
5. From navigation menu select DBI Battery Info tool.
6. Click the Reset button if you want to remove charging cycles from the connected device.
NOTE: After successful reset the Charging Cycles list should be empty.
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84
6.9
Firmware Download

2. From Tools menu select Firmware Download
3. Type product code in the Product Code box.
4. Select or clear Optional content files.

5. Click the Check online button.
6. Wait until Product Support Tool checks firmware for the typed product code.
7. Click the Download button.
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85
7.
MULTI IMEI READER

With Multi IMEI Reader tool you can simply read IMEIs of the connected devices and print them.
1. Launch Nokia Care Suite and open Multi IMEI Reader.

2. Connect phones for which you want to read and print IMEIs.
3. Click Print all button to print IMEIs of the connected phones.
NOTE: Phones which are connected to the PC first time can be not detected because the driver
installation takes place. You can try to reconnect the phone after the driver installation finishes.
Please note also that IMEI reading from the phone can take around one minute.
Mark Print labels automatically checkbox if you want to print IMEIs as soon as the device is
connected and IMEI is read.
If you have connected a bar-code reader to the PC you can compare scanned IMEI with IMEIs from
connected phones. To do so just scan bar code with you reader and Care Suite will notify you if
IMEI has been found on the list or not.
You can change printer settings by clicking on the Settings button
1. Click the Settings button
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86
2. Define label position in the X Offset and Y Offset boxes.

3. Define label size in the Width and Height boxes. You can restore default size (if changed)
clicking on the Restore to default button.
4. Click OK button.
To set name of the cables please follow steps:
1.
2.
3.
4.
5.
6.
Launch Nokia Care Suite and select PST Store.

Select Multi IMEI Reader from tools.
Disconnect all USB phones from the PC.
Connect a phone to the PC via USB.
Select detected phone from the Connected Devices list.
Click Rename button and enter new name for the cable.
7. After the name has been set put label on the cable to which the phone is connected.
8. Disconnect the phone and connect to the next cable. Repeat steps from 5 to 7 until all USB
cables are labeled.
Its also possible to manually create the labels so device doesnt need to be connected:
1. Click the Create button.
2. Type the Cable name and IMEI
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3. Click the OK button. New position should be added to the list:
Such position, which was created manually, can be edited by clicking the Edit button or
double-click on the cell whish is going to be edited.
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8.
MULTI SOFTWARE UPDATER

Multi Software Updater allows to execute operations on connected devices to PC.
Available tools are:

Multi Refurbish
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8.1
Multi Refurbish
Refurbish: User data will be deleted. For CDMA devices, PRI settings will be reset to default as
specified by CDMA carrier. Before refurbishing, ensure that you back up user data.
1. Launch Nokia Care Suite and Multi Software Updater.

2. Ensure that the Nokia phones are connected to the computer via service cables or service
adapters.
3. Turn on the phones and wait a few seconds for the idle screen display.
4. Select Multi Refurbish if not active.
5. In the New Software column from drop-down menu select destination software versions.
6. Click Start All.
NOTE: For maximum 16 device simultaneous refurbish following requirements must be fulfilled:
Use a PC that has at least four independent USB 2.0 host controllers.
Connect no more than one powered external USB hub to each host controller
Each external hub must have its own independent power source, with the capability to
supply at least 500 mA per device connected to it.
Connect no more than four devices to each hub.
Result: no more than these four devices will share the entire bandwidth of a single USB host
controller, and according to our testing, this is sufficient throughput at the current time for
reliable use of the USB bus when doing Windows Phone 8 device flashing.
In order to check what USB controllers are used please follow these steps:
1. Open Device Control Panel
2. From Device Control Panel open Device Manager
3. In Device Manager select open View menu and select Devices by connection
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4. From the tree view open ACPI x64-based PC -> Microsoft ACPI-Compliant System ->
PCI Bus.
Above picture shows eight USB controllers on the bottom.

NOTE: For the 32bit operating system instead the ACPI x64-based PC the ACPI x86-based
PC is shown.
5. To check what is connected to the USB Controller open the position which is going to be
checked:
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Above picture shows that:

- To the USB Enhanced Host controller 3A6A two devices are connected:
Nokia C6-00 USB Phone Parent
USB Composite Device
- To the USB Enhanced Host Controller 3A6C one device is connected:
USB Input Device
- The rest of controllers has no connected devices
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9.
DESCRIPTION OF MENU STRUCTURE
9.1
File Menu
Preferences:
Network:
Application Startup Mode
Select application startup mode.
Data Package:
Package download path
Destination path for downloaded data packages.
Package search paths
List of search paths of data packages.
Logs:
Diagnostic Logs
Enable turn on helpful logs which can be used for reporting errors. To apply any
change on this setting an application restart is required.
Show containing folder displays folder where logs are stored.
Refurbish Logs
Enable select whether you want to enable the refurbish log.
Log format select file format of the refurbish logs.
AT&T Log location select folder in which AT&T logs will be stored. This setting is active
only for AT&T log format.
Proxy:
Proxy Type
Select whether a proxy is used for the internet connection. Also manual configuration of
proxy is available.
Open Connection Management

Opens connection manager Nokia Fuse.
Open product
Opens data package of the selected product used during Recovery procedure.
Close product
Closes previously opened product used during Recovery procedure.
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Work Offline
Switches application to Offline mode if selected.
Exit
Exits Application.
9.2
View Menu
Action Report Log
Set the visibility of the action report log panel.
9.3
Tools
Firmware Download
9.4
Help Menu
Supported Products
Select to view all the supported products (name, type, and product cable).
System Information
Select to view the current operating system, system hardware configuration, and the
applications and versions.
About Nokia Care Suite
Select to view the current version of Care Suite.
Check Application Update

Select to check if newer version of application is available.
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10.
KNOWN ERRORS
For up-to-date information about known errors, see Service Bulletins in NOL.
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11.
REPORTING ERRORS AND CHANGE REQUESTS
If you are not able to solve problems locally, a case can be escalated to local Nokia care or by
using the GENIUS tool directly.
The ZIP file containing log files should be attached to the Genius case. The ZIP file can be created
with ZIP Package Generator tool. If its not possible to use ZIP Package Generator you can
manually report an error.
11.1
ZIP Package Generator for Reporting Errors
You can use the ZIP Package Generate tool to create a ZIP package with necessary files to report
an error. Please do the following steps to generate the ZIP package file:
1. Launch Nokia Care Suite Application Launcher.
2. Launch Troubleshooting. The Zip Package Generator will be opened.
3. From Generate zip package for drop-down menu select a tool for which you would like to
generate ZIP package.
4. In hours define period from which log files will be gathered in the ZIP package.
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5. Click Generate button and wait a while.
6. When ZIP package is generated the list of attached files is displayed:
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7. Click Open Location button to open Explorer window with folder containing the generated
ZIP package:
Notice that the generated ZIP package is highlighted by default. The ZIP packages should be
removed manually when they are not needed any more.
8. Attach the generated ZIP package to the Genius Case.
9. Brief step by step description about how the error can be reproduced should be attached to
the Genius Case.
10.
Please also attach screenshot of error to the Genius Case.
11.2
Manual Error Reporting
You can try manually report the error if ZIP Package Generator cant be used for some reason.
Following information should be attached to the Genius case:
Service Software versions used ( Care Suite, Phoenix, prommer software)
Do you have both Phoenix and Care Suite installed on the same PC
Are you using Care Suite with local datapackages in offline mode or without them in
online mode
Product software version. If version change ( upgrade old -> new or downgrade new->
old) is involved, both software versions are needed
Data package version(s)
Variant version / product code. In case of variant change both old and new product codes
are needed.
Connection method to phone, tools used ( prommer, cables, adapters)
Screenshot of error
Screenshot of Phone information UI
IMEI number and date of event
Brief step by step description about how the error can be reproduced
Log files. If the default configuration hasnt been changed via the preferences dialog, the
log files for Nokia Care Suite are located at:
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The Nokia Care Suite logs are located at (if the default configuration hasnt been
changed via the preferences dialog):
C:\ProgramData\Nokia\Nokia Care Suite\Logs
Please also add flash logs from when reporting software update, refurbish or language
package change related errors. Logs can be found in the
C:\Users\lackitom\AppData\Local\Temp
adl_flash.log. This file is created when USB connection is used for flashing.
ta_hwaprogrammer.log. This log is generated with non-direct USB flashing,
when flash prommers are used.
Please note that you may find all or some of the flash log files from specified location
depending on the tools and connection you use. For example adl_flash.log is not
created if you use flash prommer and ta_hwaprogrammer.log are not created if you
only use direct USB cable.
please attach them to the case with screenshots.
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12.
TROUBLESHOOTING
12.1
Out of disk space
If you have out of disk space you can:

Try to use Disk Cleanup tool from MS Windows.
Remove old data packages from Care Suite. To do this please follow steps:
1. Go to the data packages storage folder. Default storage folder is
C:\ProgramData\Nokia\Packages\Products. Current storage folder can be found on the
Data Packages tab in the Preferences.
2. Under the Products folder a folders for each product are created (whenever a data
package for a product is downloaded). Folders are named using type designator of the
devices. These folders contain data packages.
3. Remove folders which are named using type designator of devices which you dont
use. Please notice that all data packages in the removed folders will be lost. In case if
these data packages will be required they will be downloaded automatically by the
Nokia Care Suite.
12.2
After Connecting Device a Question about Formatting is Displayed
If following pop-up about formatting disk appears after connecting a device please click the
Cancel button.
NOTE: Formatting disk may harm your device.
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13.
NOTES
This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit
(http://www.openssl.org/).
Copyright (c) 1998-2005 The OpenSSL Project. All rights reserved.
Copyright (c) 1995-1998 Eric Young (eay@cryptsoft.com). All rights reserved.
OpenSSL license text can be found from http://www.openssl.org/source/license.html.
Microsoft, Windows, Windows Vista and Windows XP are either registered trademarks or
trademarks of Microsoft Corporation in the United States and/or other countries.
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Care Suite User Guide

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NOKIA CARE

Nokia Service Software User

NOKIA CARE SUITE PST AND

Nokia, Care, GTM, Competence Management

Section 6.3.4 Finding Variant Online has been

Windows Phone 8 Hardware Tests added.

Section 6.2 has been updated information about

1.1 Legal Notice................................................................................................................. 6

3.1 Install Microsoft .NET Framework 4.0...........................................................................8

4. Launch Care Suite.......................................................................... 7

4.1 Update Care Suite applications from the Application Launcher...................................8

5.1 Product Specific Data Packages................................................................................... 9

6. Product Support Tool For Store.....................................................19

6.5.4 Audio Tests.............................................................................................................. 41

7. Multi IMEI Reader........................................................................79

8.1 Multi Refurbish........................................................................................................... 83

9. Description Of Menu Structure.....................................................86

10. Known Errors............................................................................... 88

11.1 ZIP Package Generator for Reporting Errors.............................................................89

12.1 Out of disk space..................................................................................................... 93

Nokia Care Suite User Manual

Nokia Online (NOL)

Download Software from NOL

Turn off User Account Control

Install Microsoft .NET Framework 4.0

Install Microsoft .NET Framework 4.0:

Follow the prompts for installation.

Click Install to start the installation.

Wait until installation finishes.

Click the Finish button.

Install VC++ 2005 SP1 Redistributable

3. Wait until installation process finishes.

Install VC++ 2010 SP1 Redistributable

1. Install VC++ 2010 SP1 Redistributable.

3. Wait until installation process completes.

4. Click the Finish button.

Install Care Suite

You can install Care Suite on top of previous versions.

4. Select I accept and then click Next.

5. Enter user name and organization.

6. Select setup type.

Troubleshooting: Care Suite Installation Fails

Troubleshooting: Manual Deletion of Previous Care Suite Version (Windows 32bit).

NSL Service Modules (e.g. Nsl_service_module_00003)

2. Restart your computer.

C:\Program Files\Nokia\Nokia Care Suite

Uninstall any plug-in components (if installed).

Troubleshooting: Manual Deletion of Previous Care Suite Version (Windows 64bit).

NSL Service Modules (e.g. Nsl_service_module_00003)

2. Restart your computer.

C:\Program Files (x86)\Nokia\Nokia Care Suite

Uninstall any plug-in components (if installed).

LAUNCH CARE SUITE

Update Care Suite applications from the Application Launcher

Product Specific Data Packages

Use Local Software Packages

1. Configure Care Suite to use local packages:

c. Click Work Offline to switch application to the offline mode.

c. Set Application Startup Mode to Offline.

6. Wait while the data package is installed.

7. When the installation is complete, click Finish.

Use Online Software Packages from Firmware Repository

Configure Connections between Phone and PC

Troubleshooting: USB Driver Installation Fails