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CONFIDENTIAL 1 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
Global Fault & Symptom Codes
Customer Care
CONFIDENTIAL 2 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
Change history
Version 8.1 5. September 2011
Nokia Services Symptom codes 1110 – 1999 added Nokia Accessories Symptom codes 2001 – 2999 added Reduction in Mobile Devices symptom codes Mobile Device Applications Symptom codes 5551 – 5599 added Reduction in Nokia Booklets Symptom codes
Version 7.1 7. March 2011 Fault code 270 removed, 271-279 added
Version 7 31. August 2009
Symptom codes 5507-5509 added Symptom codes for NLT added ( 5530-5533 and 5539) Fault code 252 added Document style changed Section for Nokia Booklets added
Version 6 29. May 2008 Symptom codes 5510-5516, 5520-5526 added
Version 5 31. March 2008 Fault code 461 - 466; Symptom codes 5801-5802; 6000 - 6002 added; enhancements changed to accessories.
Version 4 18. May 2006 Fault codes simplified, Symptom codes groupings changed and new symptoms added
Version 3 28. December 2005 Description added
CONFIDENTIAL 3 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
Table of Contents 1. Introduction ..................................................................................................................................................... 4
1.1 Purpose .................................................................................................................................................... 4 1.2 Scope ....................................................................................................................................................... 4 1.3 Definitions ................................................................................................................................................ 4 1.4 Local language versions .......................................................................................................................... 4
2. Symptom code Groupings .............................................................................................................................. 5 2.1 Symptom codes Groupings for SERVICES ............................................................................................. 5 2.2 Symptom codes Groupings for ACCESSORIES ..................................................................................... 5 2.3 Symptom codes Groupings for MOBILE DEVICES ................................................................................ 6 2.4 Symptom codes Groupings for NOKIA BOOKLETS ............................................................................... 7
3. Symptom code Descriptions ........................................................................................................................... 8 3.1 Symptom Code Descriptions for SERVICES ........................................................................................... 8 3.2 Symptom Code Descriptions for ACCESSORIES ................................................................................. 11 3.3 Symptom Code Descriptions for MOBILE DEVICES ............................................................................ 12
3.3.1 Power ............................................................................................................................................. 12 3.3.2 Cellular Access .............................................................................................................................. 13 3.3.3 Connectivity ................................................................................................................................... 13 3.3.4 Audio .............................................................................................................................................. 14 3.3.5 Alert ................................................................................................................................................ 14 3.3.6 Cosmetics ...................................................................................................................................... 15 3.3.7 Mechanics ...................................................................................................................................... 16 3.3.8 Intrusion ......................................................................................................................................... 16 3.3.9 Display ........................................................................................................................................... 17 3.3.10 Touchscreen .................................................................................................................................. 18 3.3.11 Camera .......................................................................................................................................... 18 3.3.12 Keypad ........................................................................................................................................... 19 3.3.13 SIM ................................................................................................................................................. 19 3.3.14 Charging / Battery .......................................................................................................................... 20 3.3.15 Applications .................................................................................................................................... 21 3.3.16 Memory .......................................................................................................................................... 22 3.3.17 Customer ....................................................................................................................................... 22 3.3.18 Sales Package ............................................................................................................................... 23
3.4 Symptom Code Descriptions for NOKIA BOOKLETS ........................................................................... 24 3.4.1 Cosmetics ...................................................................................................................................... 24 3.4.2 Mechanics ...................................................................................................................................... 25 3.4.3 Intrusion ......................................................................................................................................... 25 3.4.4 Customer ....................................................................................................................................... 26 3.4.5 Sales Package ............................................................................................................................... 26 3.4.6 Power ............................................................................................................................................. 27 3.4.7 Function ......................................................................................................................................... 27 3.4.8 System ........................................................................................................................................... 28 3.4.9 Display ........................................................................................................................................... 29 3.4.10 Sound ............................................................................................................................................. 29 3.4.11 HDD ............................................................................................................................................... 30
4. Fault code Groupings .................................................................................................................................... 31 4.1 Fault codes Groupings for SERVICES, ACCESSORIES, MOBILE DEVICES ..................................... 31 4.2 Fault codes Groupings for NOKIA BOOKLETS..................................................................................... 31
5. Fault code Descriptions ................................................................................................................................ 32 5.1 Fault Code Descriptions for SERVICES, ACCESSORIES, MOBILE DEVICES ................................... 32 5.2 Fault Code Descriptions for NOKIA BOOKLETS .................................................................................. 33
CONFIDENTIAL 4 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
Introduction 1.1 Purpose
This document defines the global fault and symptom codes to be used when reporting service related incidents concerning Nokia products (Services, Accessories, Phones and Booklets).
1.2 Scope
New fault and symptom codes definitions become valid by 5th of September 2011.
1.3 Definitions
Fault Code: The technical fault that is believed or proved to be the immediate reason for the product being repaired.
Symptom Code: The symptom that end-user is complaining when bringing the product to the service. In case the end user complaint is missing, the observed phenomenon by e.g. service technician.
1.4 Local language versions
Local language translations may be made in co-operation with document owner. Only the text parts may be translated.
CONFIDENTIAL 5 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
2. SYMPTOM CODE GROUPINGS
2.1 Symptom codes Groupings for SERVICES
2.2 Symptom codes Groupings for ACCESSORIES
SYMPTOM CODES Issue Areas
1010 Nokia Store All issues related to Nokia Store
1020 Nokia Messaging All issues related to Nokia Messaging
1030 Nokia Music All issues related to Nokia Music
1040 Nokia Maps All issues related to Nokia Maps
1050 Nokia Contacts All issues related to Nokia Contacts
1060 Nokia Calendar All issues related to Nokia Calendar
1070 Nokia Suite All issues related to Nokia Suite
1080 Nokia Share All issues related to Nokia Share
1090 Nokia Life Tools All issues related to Nokia Life Tools
1100 Nokia Money All issues related to Nokia Money
1110 Nokia Mail All issues related to Nokia Mail
1120 Mail for Exchange All issues related to Mail for Exchange
1130 Ngage All issues related to Ngage
1140 Preloads All issues related to Preloads
1150 Nokia Account All issues related to Nokia Account
1160 Microsoft Communicator Mobile All issues related to Microsoft Communicator Mobile
1170 Social Networks All issues related to Social Networks
1180 My Nokia All issues related to My Nokia
1190 Nokia Books All issues related to Nokia Books
1200 Nokia Journeys All issues related to Nokia Journeys
1210 Drive Navigations All issues related to Drive Navigations
1220 Nokia Link All issues related to Nokia Link
1499 Nokia Services: Others All other issues related to Nokia Services
1510 Marketplace Hub All issues related to Marketplace Hub
1520 People Hub All issues related to People Hub
1530 Pictures Hub All issues related to Pictures Hub
1540 Music & Video Hub All issues related to Music & Video Hub
1550 Office Hub All issues related to Office Hub
1560 Games Hub All issues related to Games Hub
1570 Windows Live ID Account All issues related to Windows Live ID Account
1580 Nokia with Windows Phone Email All issues related to Nokia with Windows Phone Email
1590 Zune Services All issues related to Zune Services
1999 Nokia with Windows Phone Services: Others
All other issues related to Nokia with Windows Phone Services
SYMPTOM CODES Issue Areas
2001 Accessories: Power All issues related to Accessories: Power
2002 Accessories: Connectivity All issues related to Accessories: Connectivity
2003 Accessories: Audio All issues related to Accessories: Audio
2004 Accessories: Cosmetics All issues related to Accessories: Cosmetics
2005 Accessories: Mechanics All issues related to Accessories: Mechanics
2006 Accessories: Charging/ battery All issues related to Accessories: Charging/battery
2007 Accessories: Applications & Software All issues related to Accessories: Applications & Software
2008 Accessories: Customer Experience All issues related to Accessories: Customer Experience
2099 Accessories: Others All Other issues related to Accessories
CONFIDENTIAL 6 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
2.3 Symptom codes Groupings for MOBILE DEVICES
SYMPTOM CODES Issue Areas
4101 - 4199 Power All issues related to power on/ off the product, or the product freezing. Phone switches off, Does not switch on/ off, Contact Retailer message displayed, Fails to fully turn on, Restarts.
4201 - 4299 Cellular Access Issues related to receiving/ making call in cellular network (e.g. GSM, TDMA, CDMA, WCDMA, GPRS, HSCSD, GPS, DVB-H, EGPRS). Not possible to make or receive calls, calls are dropped, transmission or receiving is bad.
4301 - 4399 Connectivity Issues related to short range connectivity (IR, BT, Cable, WLAN, and Video). Connection is not established, connection is dropped.
4401 - 4499 Audio Audio issues. No Audio, poor audio, or volume control issue when in call, Issues with applications audio.
4501 - 4599 Alert Issues related to alerts, ringing tone and vibra.
4601 - 4699 Cosmetics All cosmetic issues. Parts visible to customer are scratched, worn, out of shape, broken, fit poorly, or issues with painting. Issue is only cosmetic, there are no functional issues.
4701 - 4799 Mechanics All issues related to mechanics functionality (Hinge, Flip, Flashlight, Slide, SIM gate). Poor functionality or no functionality. Cosmetic issues, or issues related to display, camera or keypad are NOT included here.
4899 Intrusion All issues related to liquid, dust or dirt inside phone.
4901 - 4999 Display All display related functional issues. Bad display content and issues with backlight.
5099 Touchscreen All issues related to Touchscreen functionality.
5101 - 5199 Camera All camera related functional issues. Bad picture quality, error messages and/ or issues with camera operation.
5201 - 5299 Keypad All keypad related functional issues. Issues with keypad mechanics, backlight and key tones.
5301 - 5399 SIM Issues related to SIM area. Error messages, issues with SIM locked phone, PIN code issues.
5401 - 5499 Charging/ Battery Issues related to charging, standby time, or call time.
5551 - 5599 Applications All issues related to specific software application in devices exclusive of Nokia and Nokia with Windows Phones Services. Loss of user data, phone locks, phone reboots, application crashes, error message, or performance issue related to specific device software applications.
5699 Memory All issues related to memory card(s), Hard disk, and Product internal memory. Error messages, memory functionality.
5800 Customer Symptom not known
No customer complaint available.
5801 - 5809 Customer experience Special cases the customer has experienced during normal usage of the Nokia device
5810 - 5819 Customer expectation All issues about unfulfilled customer expectations of the product
6000 Sales Package Dead After Purchase / Dead On Arrival
6001 - 6009 Sales Package All issues related to sales package - missing content
CONFIDENTIAL 7 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
2.4 Symptom codes Groupings for NOKIA BOOKLETS
Note!
Please use also “Customer Symptom Free Text” and “Technician Comment” data fields of the workorder to report additional symptom and fault information.
SYMPTOM CODES Issue Areas
4601 - 4699 Cosmetics All cosmetic issues. Parts visible to customer are scratched, worn, out of shape, broken, fit poorly, or issues with painting. Issue is only cosmetic, there are no functional issues.
4701 - 4799 Mechanics All issues related to mechanics functionality (Hinge, Flip, Flashlight, Slide, SIM gate). Poor functionality or no functionality. Cosmetic issues, or issues related to display, camera or keypad are NOT included here.
4899 Intrusion All issues related to liquid, dust or dirt inside the device.
5800 Customer Symptom not known
No customer complaint available.
5801 - 5809 Customer experience Special cases the customer has experienced during normal usage of the Nokia device
5810 - 5819 Customer expectation All issues about unfulfilled customer expectations of the product
6000 Sales Package Dead After Purchase / Dead On Arrival
6001 - 6009 Sales Package All issues related to sales package - missing content
7001 - 7003 Power-BOOKLETS Issues related to POWER of BOOKLETS
7101 - 7116 Function- BOOKLETS Issues related to function of BOOKLETS
7201 -7214 System –BOOKLETS Issues related to System of BOOKLETS
7301 -7308 Display – BOOKLETS Issues related to DISPLAY of BOOKLETS
7401 -7404 SOUND- BOOKLETS Issues related to SOUND of BOOKLETS
7501 HDD – BOOKLETS Issues related to Hard disk drive ( HDD) of BOOKLETS
CONFIDENTIAL 8 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
3. SYMPTOM CODE DESCRIPTIONS
3.1 Symptom Code Descriptions for SERVICES
Symptom Code Description
1010 Nokia Store
All issues related to Nokia Store
1020 Nokia Messaging
All issues related to Nokia Messaging
1030 Nokia Music
All issues related to Nokia Music
1040 Nokia Maps
All issues related to Nokia Maps
1050 Nokia Contacts
All issues related to Nokia Contacts
1060 Nokia Calendar
All issues related to Nokia Calendar
1070 Nokia Suite
All issues related to Nokia Suite
1080 Nokia Share
All issues related to Nokia Share
1090 Nokia Life Tools
All issues related to Nokia Life Tools
CONFIDENTIAL 9 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
1100 Nokia Money
All issues related to Nokia Money
1110 Nokia Mail
All issues related to Nokia Mail
1120 Mail for Exchange
All issues related to Mail for Exchange
1130 Ngage
All issues related to Ngage
1140 Preloads All issues related to Preloads
1150 Nokia Account
All issues related to Nokia Account
1160 Microsoft Communicator Mobile
All issues related to Microsoft Communicator Mobile
1170 Social Networks
All issues related to Social Networks
1180 My Nokia
All issues related to My Nokia
1190 Nokia Books All issues related to Nokia Books
1200 Nokia Journeys All issues related to Nokia Journeys
1210 Drive Navigations
All issues related to Drive Navigations
CONFIDENTIAL 10 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
1220 Nokia Link
All issues related to Nokia Link
1499 Nokia Services: Others
All other issues related to Nokia Services
1510 Marketplace Hub
All issues related to Marketplace Hub
1520 People Hub
All issues related to People Hub
1530 Pictures Hub
All issues related to Pictures Hub
1540 Music & Video Hub
All issues related to Music & Video Hub
1550 Office Hub
All issues related to Office Hub
1560 Games Hub
All issues related to Games Hub
1570 Windows Live ID Account
All issues related to Windows Live ID Account
1580 NwWP Email
All issues related to Nokia with Windows Phone Email
1590 Zune
All issues related to Zune Services
1999 Nokia with Windows Phone Services: Others
All other issues related to Nokia with Windows Phone Services
CONFIDENTIAL 11 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
3.2 Symptom Code Descriptions for ACCESSORIES
Symptom Code Description
2001 Accessories: Power All issues related to power on/ off the product, or the product freezing. Product switches off. Does not switch on/ off. Fails to fully turn on. Restarts.
2002 Accessories: Connectivity
Issues related to accessory short range connectivity (IR, BT, Cable, WLAN, Video). Connection is not established, connection is dropped.
2003 Accessories: Audio Audio issues related to accessories. No Audio, poor audio, or volume control issue.
2004 Accessories: Cosmetics
All cosmetic issues with accessories. Parts visible to customer are scratched, worn, out of shape, broken, fit poorly, or issues with painting. Issue is only cosmetic; there are no functional issues with the phone.
2005 Accessories: Mechanics
All issues related to mechanics functionality on accessories. Poor functionality or no functionality. Cosmetic issues are NOT included here.
2006 Accessories: Charging/ battery
Issues related to charging, standby time, or call time of accessories.
2007 Accessories: Applications & Software
All issues related to specific software application in accessories. Loss of user data, application crashes, error message, or performance issue related to specific accessory software applications.
2008 Accessories: Customer Experience
All issues related to customer experience about the product feature/ functionality/ fit/ quality
2099 Accessories: Others All Other issues related to accessories i.e. products without cellular engine.
CONFIDENTIAL 12 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
3.3 Symptom Code Descriptions for MOBILE DEVICES
3.3.1 Power
Symptom Code Description
4101 Power: Doesn't switch on
The phone does not switch on when pressing the power on/off key even though the battery has enough energy. The issue can be intermittent or permanent. If there is a keypad tone, use code 4907 "Display: Blank Display".
4103 Power: Switches off The phone switches off by itself even though the battery has enough energy. The customer has to press the power on/off key to power on the phone again. This is different from 4105 "Power: Phone locks up not responding" and 4107 "Power: Phone restarts/ reboots".
4104 Power: Self test failure / contact service
Contact retailer message is shown on the display.
4105 Power: Phone locks up, not responding
The phone locks up - it doesn't respond to any keys being pressed. The battery has to be removed before the phone can be powered on again. If the problem is related to a certain software application, please use the appropriate 55xx Applications related symptom codes.
4106 Power: Boot failure The phone fails to fully turn on when pressing the power on/off key. The backlight is on but there is nothing shown on the display. There is no keypad tone when pressing the number keys and calls can't be made. If there is a keypad tone and/or calls can be made, use code 4907 "Display: Blank display"
4107 Power: Phone restarts/reboots
The display becomes empty unexpectedly, and the phone restarts and returns to stand-by mode automatically. There is no need to remove the battery or to press the power on/off key.
4199 Power: Others All other power-related issues of the product (power on/ off the product)
CONFIDENTIAL 13 (33)
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x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
3.3.2 Cellular Access
3.3.3 Connectivity
Symptom Code Description
4204 Cellular access: No service
The phone can never or sometimes accesses signal/service even though network coverage is available. No calls can be made or received.
4205 Cellular access: Poor reception/bad receiving
1) During a call, it is difficult to hear what the other party is saying and/or the other party can't be heard at all. 2) When the network is weak, the customer's phone can't access the network while other phones can, or there are only few network signal bars when other phones have full signal or 3) There is unwanted noise or sound.
4206 Cellular access: Bad transmission
During a call, the other party has difficulties hearing what the customer is saying, can't hear the customer at all even though network coverage is available.
4299 Cellular access: Others
All other issues related to receiving/ making call in cellular network. All other cellular access related issues.
Symptom Code Description
4301 Connectivity: No Bluetooth connection
The phone can't make a Bluetooth (BT) connection with a compatible device. The other device functions properly.
4305 Connectivity: No USB cable connection
The phone can't make an USB cable connection with a compatible device. The other device functions properly.
4399 Connectivity: Others All Other Issues related to short range connectivity (IR, BT, Cable, WLAN, and Video).
CONFIDENTIAL 14 (33)
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x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
3.3.4 Audio
3.3.5 Alert
Symptom Code Description
4401 Audio: No outgoing audio
The person at the other end of the line can't hear the customer speak at all.
4402 Audio: Poor outgoing audio quality
The person at the other end of the line can poorly hear the customer.
4403 Audio: No incoming audio
The customer can't hear the person at the other end of the line talking.
4404 Audio: Poor incoming audio quality
The customer poorly hears the person at the other end of the line talking.
4406 Audio: Application audio
Audio related to applications (e.g. audio with music player) of the phone don't work or are poor.
4499 Audio: Others All other Audio issues. (Volume control issue when in call. Issues with applications audio)
Symptom Code Description
4501 Alert: Ringing tone issue
There is no ringing tone or it is distorted, even if the profile settings are correct.
4502 Alert: Vibra issue 1) The vibrator doesn't (always) work when a call is received even though the vibrator is turned on in the current profile. 2) The vibrating power is deteriorated. 3) Vibrates continuously 4) Vibrates when not supposed to 5) Or any other bad functionality in vibrator
4599 Alert: Others All Other Issues related to alerts, ringing tone and vibra.
CONFIDENTIAL 15 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
3.3.6 Cosmetics
Symptom Code Description
4601 Cosmetics: Scratched Part is scratched.
4602 Cosmetics: Worn Part is worn.
4606 Cosmetics: Poor fit A part is too tight or too loose. The problem is
cosmetic. If there are functional issues use Display, Keypad, Camera, or Mechanics Related sections.
4699 Cosmetics: Others All Other cosmetic issues. (Issue is only cosmetic, there are no functional
issues)
CONFIDENTIAL 16 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
3.3.7 Mechanics
3.3.8 Intrusion
Symptom Code Description
4701 Mechanics: Slide Functional issues with slide.
4707 Mechanics: Covers Functional issues with covers.
4799 Mechanics: Others All Other issues related to mechanics functionality (Hinge, Flip, Flashlight, SIM gate). Poor functionality or no functionality. Cosmetic issues, or issues related to display, camera or keypad are NOT included here.
Symptom Code Description
4899 Intrusion: Others All Other issues related to liquid, dust or dirt inside phone.
CONFIDENTIAL 17 (33)
Global Customer Care SR1553 05. Sept. 2011
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Copyright © Nokia Corporation 2005 - 2012
3.3.9 Display
Symptom Code Description
4901 Display: Segments missing
Some line(s), column(s), or segment(s) are missing or are not showing the content on the display. The symptom is visible in all views, pictures, and menus. Other parts of the display are ok. Note: If there is a black line instead of a blank line or a missing segment, see also code 4904 "Display: Black lines".
4904 Display: Black lines There is at least one black line on the display.
The line may be just half the length of the display. Other parts of the display are ok.
4907 Display: Blank display While the phone is powered on (e.g. key tones
can be heard and/or backlight is visible), no content is visible on the display. Dots or strips may be visible. The problem is display related, not a power off problem. Calls can be made. If calls can't be made, use code 4106 "Power: Boot Failure".
4909 Display: Flickering Display is flickering. The problem may be visible all the time or only in certain
menus or views.
4999 Display: Others All Other display related functional issues.
CONFIDENTIAL 18 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
3.3.10 Touchscreen
3.3.11 Camera
Symptom Code Description
5099 Touchscreen: Others All issues related to Touchscreen Functionality
Symptom Code Description
5102 Camera: Error message
An error message is shown on the display when trying to use camera.
5103 Camera: No functionality
It is not possible to take pictures with the camera.
5199 Camera: Others All Other camera related functional issues. Bad picture quality and/ or issues with camera operation.
CONFIDENTIAL 19 (33)
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3.3.12 Keypad
3.3.13 SIM
Symptom Code Description
5201 Keypad: Key(s) do not work
One or more keys do not work. The display is working. If none of the keys work, display is blank, and calls can't be made, use code xxxx "Power: Doesn't switch on". If none of the keys work, backlight is on, and calls can't be made, use code 4106 "Power: Boot failure".
5299 Keypad: Others All other keypad related functional issues. Issues with keypad mechanics, backlight and key tones.
Symptom Code Description
5301 SIM: Insert SIM card Message "Insert SIM Card" or "Insert Smart chip" is shown on the display even though a compatible SIM card has been inserted.
5306 SIM: Registration Fail There is a sim card registration issue. The sim card fails to register. An error message is displayed.
5399 SIM: Others All other Issues related to SIM area. Error messages, issues with SIM locked phone, PIN code issues.
CONFIDENTIAL 20 (33)
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3.3.14 Charging / Battery
Symptom Code Description
5401 Charging/ battery: No charging
The phone fails to charge at all. The battery can't be charged while attached to the phone.
5402 Charging/ battery: Low battery capacity/battery drains fast
Battery standby time is much shorter than what is stated in the product's documentation.
5405 Charging/ battery: Back up battery empty
Message "Back Up Battery Low / Empty" is shown on the display.
5499 Charging/ battery: Others
All other issues related to charging/battery, standby time, or call time
CONFIDENTIAL 21 (33)
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3.3.15 Applications
Symptom Code Description
5551 Applications: Clock All issues related to device Clock application (alarm, world clock)
5552 Applications: Browser All issues related to device Browser application
5553 Applications: Calendar
All issues related to device Calendar application
5554 Applications: Games All issues related to device Games application
5555 Applications: MMS All issues related to device MMS application
5556 Applications: Music Player
All issues related to device Music Player application
5557 Applications: Backup/Restore
All issues related to device Backup/Restore application
5558 Applications: Phonebook
All issues related to device Phonebook application
5559 Applications: Photo/Gallery
All issues related to device Photo/Gallery application
5560 Applications: Radio All issues related to device Radio application
5561 Applications: SMS All issues related to device SMS application
5562 Applications: Video/TV
All issues related to device Video/TV application
5563 Applications: Settings All issues related to device Settings application
5581 Applications: Bing Search
All issues related to device Bing Search application
5582 Applications: Calculator
All issues related to device Calculator application
5583 Applications: Live Tiles
All issues related to device Live Tiles
5584 Applications: Find My Phone
All issues related to device Find My Phone application
5585 Applications: Window Live
All issues related to device Window Live application
5586 Applications: Now Apps
All issues related to device Now Apps application
CONFIDENTIAL 22 (33)
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3.3.16 Memory
3.3.17 Customer
5587 Applications: Internet Call
All issues related to device Internet Call application (Wifi, VOIP, UMA call)
5588 Applications: Help Menu
All issues related to device Help Menu application
5589 Applications: Phone Switch
All issues related to device Phone Switch application
5599 5599 Applications: Others
All issues related to other device specific software applications (excluding Nokia Services like Maps Music, Nokia Lifetools-NLT and Ovi Services)
Symptom Code Description
5699 Memory: Others All other issues related to memory card(s), Hard disk, and product internal memory. Error messages, memory functionality.
Symptom Code Description
5800 Customer symptom code not known
No customer symptom code available
5801 Customer experience All problems about customer experienced about the product
5802 Customer experience: Product surface
My phone gets extremely hot or overheated
5810 Customer expectations
All issues about unfulfilled customer expectations of the product
5811 Customer expectations: Product
Unsatisfied about overall product performance
CONFIDENTIAL 23 (33)
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3.3.18 Sales Package
5812 Customer expectations: Design
Unsatisfied about overall design
5813 Customer expectations: Software
Unsatisfied about overall application package
5814 Customer expectations: Accessories
Unsatisfied about in box accessories
Symptom Code Description
6000 Sales Package DAP/DOA return
6001 Sales Package: Content
All issues related to sales package - missing content
6002 Sales Package: Accessory
Missing in box accessory e.g. Charger, Memory Card
6003 Sales Package: Documents
Missing in box documentation e.g. User Guide, Warranty Card
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3.4 Symptom Code Descriptions for NOKIA BOOKLETS
3.4.1 Cosmetics
Symptom Code Description
4601 Cosmetics: Scratched Part is scratched.
4602 Cosmetics: Worn Part is worn.
4606 Cosmetics: Poor fit A part is too tight or too loose. The problem is
cosmetic. If there are functional issues use Display, Keypad, Camera, or Mechanics Related sections.
4699 Cosmetics: Others All Other cosmetic issues. (Issue is only cosmetic, there are no functional
issues)
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3.4.2 Mechanics
3.4.3 Intrusion
Symptom Code Description
4701 Mechanics: Slide Functional issues with slide.
4707 Mechanics: Covers Functional issues with covers.
4799 Mechanics: Others All Other issues related to mechanics functionality (Hinge, Flip, Flashlight, SIM gate). Poor functionality or no functionality. Cosmetic issues, or issues related to display, camera or keypad are NOT included here.
Symptom Code Description
4899 Intrusion: Others All Other issues related to liquid, dust or dirt inside phone.
CONFIDENTIAL 26 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
3.4.4 Customer
3.4.5 Sales Package
Symptom Code Description
5800 Customer symptom code not known
No customer symptom code available
5801 Customer experience All problems about customer experienced about the product
5802 Customer experience: Product surface
My phone gets extremely hot or overheated
5810 Customer expectations
All issues about unfulfilled customer expectations of the product
5811 Customer expectations: Product
Unsatisfied about overall product performance
5812 Customer expectations: Design
Unsatisfied about overall design
5813 Customer expectations: Software
Unsatisfied about overall application package
5814 Customer expectations: Accessories
Unsatisfied about in box accessories
Symptom Code Description
6000 Sales Package DAP/DOA return
6001 Sales Package: Content
All issues related to sales package - missing content
6002 Sales Package: Accessory
Missing in box accessory e.g. Charger, Memory Card
6003 Sales Package: Documents
Missing in box documentation e.g. User Guide, Warranty Card
CONFIDENTIAL 27 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
3.4.6 Power
3.4.7 Function
Symptom Code Description
7001 Power: No Power ON No Power On
7002 Power: Battery Icon BATT icon cannot turn on
7003 Power: No Power. Can’t charge
Battery fail such as Main BATT no power,Sub BATT (CMOS batt) no power, Can’t charge or discharge,DC-charge fail (BATT)
Symptom Code Description
7101 Function: Camera Can't open Camera program
7102 Function: Change LCD to external Monitor
Can't change LCD to CRT
7103 Function: TV out TV Out can't switch
7104 Function: Keyboard Keyboard and easy button wrong/fail
7105 Function: Touch Pad TouchPad can't work,such as TouchPad can't go up or down, Touchpad can't go left or right,TouchPad movement is too slow
7106 Function: USB USB fail, such as USB hang up
7107 Function: Card SD Card fail such as MS card fail,SM card fail,MMC Card fail
7108 Function: Keyboard Fail/error (K/B) including ext K/B fail,test fail,any key wrong
7109 Function: Sleep mode Sleep mode does not work
7110 Function: Bluetooth bluetooth fail
7111 Function: PCIE Express card PCIE Fail
7112 Function: LAN LAN fail (DOS)
7113 Function: FIR FIR fail, such as FIR slow,FIR hang up
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Global Customer Care SR1553 05. Sept. 2011
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Copyright © Nokia Corporation 2005 - 2012
3.4.8 System
7114 Function: Bluetooth Bluetooth fail,such as B/T Connection fail,B/T Output power fail,B/T Init carrier fail,B/T Modulation index fail,B/T Sensitivity fail
7115 Function: WLAN/ WIFI
No Wireless sign,such as Wireless show error message,Wireless driver program wrong
7116 Function: CD-ROM CD-ROM not found driver
Symptom Code Description
7201 System: Fail System fail including Memory Error,cache wrong,Reboot,'Can't off windows,'Can't set up,'Turn off slow,
7202 System: Shut down,Hang up
Shuts down/hang up (system)
7203 System: Blue screen Blue screen picture
7204 System: DOS hang up
DOS hang up when testing
7205 System: Beep error Beep error such as noising after turn on
7206 System: Adapter boot Charger can't boot
7207 System: Re-Power on Re-power on after dormancy
7208 System: Power OFF power off after Sleep
7209 System: Bios wrong BIOS display wrong/fail,such as SYS BIOS version wrong,51 BIOS system wrong,BIOS can't reflash
7210 System: 3D hang up 3D hang up
7211 System: CMOS fail COMS fail including information can not be recorded into CMOS
7212 System: IEEE fail IEEE 1394 fail
7213 System: LED LED light fail, such as LED lamp color fail,LED lamp can't off,LED lamp was always bright,
7214 System: MAC CHECK MAC CHECK FAIL
CONFIDENTIAL 29 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
3.4.9 Display
3.4.10 Sound
Symptom Code Description
7301 Display: External Display error
CRT has wrong color,such as CRT picture is not good,CRT horizontal is not good,CRT vertical not good,
7302 Display: Internal LCD No Video
LCD no video after turn on,such as LCD off after tap cover,LCD off after tap logic upper,
7303 Display: Internal LCD No Display
No display while test
7304 Display: Internal LCD Black Screen
Black Screen
7305 Display: Internal LCD Brightness
Too dark (LCD)
7306 Display: Internal LCD White picture
LCD white picture
7307 Display: Internal LCD Color screen
LCD Color screen
7308 Display: Disorted Distorted picture (K/B)
Symptom Code Description
7401 Sound: Record noise Record noise
7402 Sound: INT Speaker Internal speaker no sound
7403 Sound: Noise Internal speaker noise
7404 Sound: Ext Speaker Ext speaker plugged
CONFIDENTIAL 30 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
3.4.11 HDD
Symptom Code Description
7501 HDD: Fail HDD wrong/fail,such as HDD can't set up,HDD can't read,HDD speed too slow,HDD light does not light up,HDD can't go into windows
CONFIDENTIAL 31 (33)
Global Customer Care SR1553 05. Sept. 2011
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Copyright © Nokia Corporation 2005 - 2012
4. FAULT CODE GROUPINGS
4.1 Fault codes Groupings for SERVICES, ACCESSORIES, MOBILE DEVICES
4.2 Fault codes Groupings for NOKIA BOOKLETS
FAULT Issue Areas
110 - 153 Software All faults related to Software
201-260, 291- 312
Electrical / Mechanical All faults related to Electrical or Mechanical
271-280, 450-600
Other All other faults
334- 343 Customer Abuse All faults related to Customer Abuse
350-370 Cosmetics All faults related to Cosmetics
FAULT Issue Areas
110 - 152 Software All faults related to Software
201-233, 291- 312
Electrical / Mechanical All faults related to Electrical or Mechanical
460-600 Other All other faults
334- 343 Customer Abuse All faults related to Customer Abuse
350-370 Cosmetics All faults related to Cosmetics
CONFIDENTIAL 32 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
5. FAULT CODE DESCRIPTIONS
5.1 Fault Code Descriptions for SERVICES, ACCESSORIES, MOBILE DEVICES
FAULT CODES
SOFTWARE
110 Software update
130 Error in flashing
150 Product profile data error
151 SIM lock error
152 Memory corruption
153 IMEI / ESN error / mismatch
ELECTRICAL/ MECHANICAL
201 Mechanical failure
214 Poor underfilling
220 HW or mechanical upgrade
233 Burnt component / module
235 PWB routing/cutting problem
237 Pads torn off
250 Soldering failure
252 ACF Bonding failure
256 Black pads / PCB/ component
260 Open/ Short Circuit
291 Electrical failure
301 Key dome problem
311 Wrong, misplaced or extra components
310 Final assembly error
312 Missing component
OTHER
271 Beyond economical repair - Defect under-filled component
271 Beyond economical repair - Defect component under frame/can
273 Beyond economical repair - Defect bonded or stacked component
275 Beyond economical repair - Service policy / restricted repair
276 Beyond economical repair - Defect security component
277 Beyond economical repair - Exceeded number of repairs
278 Beyond economical repair - Fault not resolve in time
279 Beyond economical repair - Poor/broken under filling
280 Module exchange
450 Tuning out of specification
460 Repair handling
461 Justified DAP/DOA
462 Unjustified DAP/DOA
463 Unjustified DAP/DOA - Time frame issue
464 Unjustified DAP/DOA - Documentation issue
465 Unjustified DAP/DOA - Local regulation issue
466 Unjustified DAP/DOA - Use-wear issue
470 No fault found
500 Accessory failure
600 Battery failure
CUSTOMER ABUSE
334 Physical damage – repairable
335 Physical damage – non-repairable
341 Liquid damage – repairable
342 Liquid damage – non-repairable
343 Dust/ dirt intrusion
COSMETICS
350 Refurbished
360 Scratched/ worn cosmetics
370 Painting failure
CONFIDENTIAL 33 (33)
Global Customer Care SR1553 05. Sept. 2011
x Level 0 x Level 1 x Level 2 x Level 3 Version 8.1
Copyright © Nokia Corporation 2005 - 2012
5.2 Fault Code Descriptions for NOKIA BOOKLETS
FAULT CODES
SOFTWARE
110 Software update
151 SIM lock error
152 Memory corruption
ELECTRICAL/ MECHANICAL
201 Mechanical failure
220 HW or mechanical upgrade
233 Burnt component / module
291 Electrical failure
301 Key dome problem
310 Final assembly error
312 Missing component
OTHER
460 Repair handling
461 Justified DAP/DOA
462 Unjustified DAP/DOA
463 Unjustified DAP/DOA - Time frame issue
464 Unjustified DAP/DOA - Documentation issue
465 Unjustified DAP/DOA - Local regulation issue
470 No fault found
500 Accessory failure
600 Battery failure
CUSTOMER ABUSE
334 Physical damage – repairable
335 Physical damage – non-repairable
341 Liquid damage – repairable
342 Liquid damage – non-repairable
343 Dust/ dirt intrusion
COSMETICS
350 Refurbished
360 Scratched/ worn cosmetics
370 Painting failure