1. TROUBLESHOOTING STEPS FOR TOP ESCALATED CALLS W INDOWS P HONE 7

2. E RROR :T OO MANY REGISTERED DEVICES (C00D12EC) Issue: This behavior occurs when you have already synced your Zune collection with three Zune players or phones and you try to sync your Zune collection with a fourth device. You must remove one of the registered phones or players before you'll be able to sync the content with another Things to Try:  Check computers and devices. Removed device which customer is no longer using.

3. E RROR : W INDOWS P HONE IS ALWAYS SHOWING CONNECTED AS A G UEST Issue: Unable to change sync relationship. There might be some programs or settings that are corrupted on his original user account. Things to Try:  Create New User Account [ref: SR: 1147312968]

4. E RROR :“A N ERROR HAS OCCURRED. Z UNE UNABLE TO CONNECT TO Z UNE W IRELESS A CCESS P OINT ” (C00D07C9) Issue: Unable to perform wireless sync Things to try:  Verify name of the network.  Use WEP  Go to Services (services.msc). Restart Zune Wireless Config, Zune Mobile Config, and Wireless Network Sharing.  Restart Zune Software  Setup Wireless Sync  Perform Wireless Sync

5. E RROR :"C AN ' T GET THIS INFO RIGHT NOW. C HECK BACK IN A LITTLE WHILE." Issue: Can't download apps from the Zune Marketplace using the Windows Phone 7 Things to Try:  Try to connect to the www.zune.net with your WLID and create a Zune account if is not created yet.  Make sure that the WLID that you are using in your WP7 is the same with used for the Zune account.  Make sure that the cookies are authorized in settings on IExplorer.  Make sure credit card is linked to the Zune account.  Note: If Primary Email is set to different WLID, we need to RESET the phone to change it.

6. E RROR :“C AN ' T CONNECT TO YOUR PHONE. D ISCONNECT IT, R ESTART IT, THEN TRY CONNECTING AGAIN.” Issue: The phone is recognized by the computer and listed in Portable Devices. However, Zune software doesn't' recognize the phone. Things to Try:  If it is running, close the Zune software and disconnect your phone.  Open Certificate Manager. To do this, click Start, type certmgr.msc, and press Enter. Expand Personal, and then expand Certificates.  Click the heading for the Issued By column to sort the column, and then look for one or morecertificates that is issued to "zune-tuner://windowsphone/...".  Right-click that certificate and then click Delete. Click Yes. From the File menu, click Exit.

7. E RROR :“C AN ' T CONNECT TO YOUR PHONE. D ISCONNECT IT, R ESTART IT, THEN TRY CONNECTING AGAIN.”  Reboot PC  Start the Zune software and connect your phone.  Set "Windows Media Player Network Sharing Service” to Automatic. Restart the service.  Restart and connect the phone and try to sync.  Forget the phone (settings > phone > sync options > forget this phone) [ref: SR: 1146182788]  Uninstall and reinstall Zune Software  Create New User Account [ref: SR: 1147079323]

8. E RROR :"T HERE IS A PROBLEM COMPLETING YOUR REQUEST. T RY AGAIN LATER. E RROR CODE : C 101 A 24 B " Issue: Unable to Install Apps Things to Try:  Go to Internet Explorer, then press the three dots in the lower right hand corner of the screen, then, press SETTINGS and this will bring you to the area where you can select allowing cookies on the phone. [ref:http://social.answers.microsoft.com/Forums/en- US/windowsphone7/thread/b015abd2-e2bd-49ae-a151-da0001eb0808]

9. E RROR :“W E CAN ' T FIND YOUR PHONE RIGHT NOW, BUT WE ' LL KEEP TRYING ” Issue: Unable to use the find my phone on "windowsphone.live.com“  Things to Try:  Enable find My Phone options on your Windows Phone 7  Enable the cellular data connection on your Windows Phone 7:  On Start, flick left to the App list, tap Settings, and then tap Cellular.  Tap the toggle switch to turn the data connection On.  Disable Airplane Mode on your Windows Phone 7

10. E RROR :“W E CAN ' T FIND YOUR PHONE RIGHT NOW, BUT WE ' LL KEEP TRYING ”  Check your phone number and enable text messages to find your phone on windowsphone.live.com: 1. In a web browser, go to http://windowsphone.live.com, sign in with the phone's primary Windows Live ID account, and click Settings under the device name. 2. Under Text messages, select Yes to use text messages to try to find your phone. Standard text messaging rates may apply. 3. If the phone number listed is incorrect, click Change. Select your correct Country/Region, entering your correct phone number and click Change. 4. Save. 5. Try the Find My Phone functions again.

11. E RROR : H OW TO U PDATE W INDOWS P HONE 7 USING A M AC Issue: Customer don’t have a Windows OS and wanted to update WP7 Things to Try:  Download the Windows Phone 7 Connector for Mac http://www.microsoft.com/downloads/en/details.aspx?FamilyI D=1fe7ea0f-3ad6-4137-8397-d412a3792c33. http://www.microsoft.com/downloads/en/details.aspx?FamilyI D=1fe7ea0f-3ad6-4137-8397-d412a3792c33  Supported Operating Systems: Apple Mac OS X; Apple Mac OS X v. 10.5 Leopard; Apple OSX 10.5 and above  Windows Phone 7 Connector for Mac – this enables you to synchronize your favorite music, videos, photos and podcasts from iTunes and iPhoto.

12. E RROR :WP7 SYNCING ERROR CODE C00D11E4 (800 C 000 E ) Issue: Unable to sync files from Zune Software to Windows Phone 7 Things to Try:  Click Start, and then click All Programs.  Click Accessories, and then click Run.  Type regedit, and then click OK. If you are prompted for an administrator password or for a confirmation, type the password, or clickAllow.

13. E RROR :WP7 SYNCING ERROR CODE C00D11E4 (800 C 000 E )  In the navigation pane, locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Curre ntVersion\Internet Settings\Zones\4  In the right-hand pane, double-click 1807.  In the Value data box, enter 1 and then clickOK.  Exit Registry Editor.  Try to sync a photo\video taken with the phone.

14. BRAINSTORMING SESSION