global fault and symptom codes v8.1

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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

http://www10.connecting.nokia.com/CMO/WWCustom.nsf/

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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

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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

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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.

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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


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

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2.3 Symptom codes Groupings for MOBILE DEVICES


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

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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.


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

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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

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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

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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





3.2 Symptom Code Descriptions for ACCESSORIES


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.





3.3 Symptom Code Descriptions for MOBILE DEVICES

3.3.1 Power


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)





3.3.2 Cellular Access

3.3.3 Connectivity


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.


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).





3.3.4 Audio

3.3.5 Alert


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)


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.





3.3.6 Cosmetics


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)





3.3.7 Mechanics

3.3.8 Intrusion


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.


4899 Intrusion: Others All Other issues related to liquid, dust or dirt inside phone.





3.3.9 Display


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.





3.3.10 Touchscreen

3.3.11 Camera


5099 Touchscreen: Others All issues related to Touchscreen Functionality


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.





3.3.12 Keypad

3.3.13 SIM


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.


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.





3.3.14 Charging / Battery


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





3.3.15 Applications


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





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)


5699 Memory: Others All other issues related to memory card(s), Hard disk, and product internal memory. Error messages, memory functionality.


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





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


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





3.4 Symptom Code Descriptions for NOKIA BOOKLETS

3.4.1 Cosmetics


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)





3.4.2 Mechanics

3.4.3 Intrusion


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.


4899 Intrusion: Others All Other issues related to liquid, dust or dirt inside phone.





3.4.4 Customer

3.4.5 Sales Package


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


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





3.4.6 Power

3.4.7 Function


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)


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





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


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





3.4.9 Display

3.4.10 Sound


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)


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





3.4.11 HDD


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





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





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





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