Nokia Care Suite PST 5.0 Guide Updated)

New version of the Nokia Care Suite Product Support Tool 5.0 is available.

It provides support for the Nokia Windows Phones (Lumia), Nokia X and the latest Asha devices and products supported by the Testing and Tuning tool. Installation package and latest version of User Guide Document are attached.
For the products that are not supported in this release, old PST and Multi SW Updater version 2011.50.2 or Phoenix release needs to be used.

New features in the Care Suite 5.0

  • NCOM Support: All NOL users will be soon transferred to another domain (NCOM) which requires new authentication channel and credentials.
  • This release supports changing the credentials, account expiration scenario and usual FiRe login use case.
  • OS Integrity check for Nokia X devices. 
  • Support for new devices: RM-983, RM-984, RM-985, RM-1013, RM-1014, RM-1015, RM-1016, RM-1017, RM-1018, RM-1019, RM-1020, RM-1049, RM-1061, RM-1087.

Changes & Error corrections from previous version

Please note:
Offline installation: Uninstall previous version ( manually before installing this version.
Only the new Common Data Package Location (SR1315) is supported by default. If you need to use other Data Package Locations, they need to be added to the preferences manually.
Do not use Care Suite 4.0 and 5.0 simultaneously. They can be installed on the same PC and launched from the Nokia Application Launcher but not run at the same time.
If it seems that all features are not available on the left hand side of the screen, please click the small arrow next to the list. More features will be shown. This may happen if your screen is not maximized.
Lumia / Windows 7 phones will reboot when they are disconnected – please wait for the phone to restart
Installation of FUSE drivers may take a long time. Therefore it is recommended that the Windows Automatic Driver Installation is disabled from the Control panel. Please go to Windows Control Panel -> System ->Advanced System Settings ->Hardware ->Device Installation Settings and select “Never install driver software from Windows Update”
PC must be connected to network, meaning that Ethernet cable must be connected to PC and connection needs to be configured to work properly. PC must be able to connect to for example internal network, but it is not necessary that PC has an online connection to Internet.
Nokia X (RM-980). Note: For device detection, user needs to manually enter code: *#*#2273#*#* on device dial-pad and enable WinUSB mode by selecting it on device’s screen. Same action is always needed after finalized flashing.

Known errors & limitations
FLS-5 Drivers included in the installation package do not support 64-bit WIndows operating systems. Therefore Care Suite PST can not be used for servicing phones which use FLS-5 (USB_FBUS) connection.
Please do not use diacritical signs when selecting installation path for NCS.
Recovery or Refurbishment Flashing for Lumia Series Devices may fail on first attempt. Please try again, it works the second time around
Asha drivers don’t install when devices are connected via USB hub (on win7). Hub works if user installs drivers first via straight USB connection.
PST release 5.0 can be installed on the same PC with all current Nokia Service Software Applications, but simultaneous use with earlier PST version 4.0 is not possible
Audio input test with RM-899, RM-900 and RM-902 require AHJ headset.
In case of OMTP AV connector the microphone signal pin is switched with ground and the test fails silently.
(no error returned from the device).
Chess patterns do not work with RM-839, RM-840, RM-841, RM-948, RM-949, RM-950, RM-952, RM-953, RM-954, RM-956, RM-957.
The error is on device sw side.
Multi Software Updater 5.0 issues with devices RM-944 (Nokia 108 Dual SIM) and RM-945 (Nokia 108) Multi Software Updater 5.0 has some problem with multi refurbish for devices RM-944 (Nokia 108 Dual SIM) and RM-945 (Nokia 108).
In order to fix this problem please disable Refurbish Logs in preferences. Please follow the instructions below on how to solve this problem:

  1. Launch “Multi Software Updater 5.0” then go to menu File –> Preferences;
  2. In preference switch to “Logs” tab then uncheck Refurbish Logs Enable;
  3. Click Ok button

Windows Phone 8.1 devices having Dual SIM have IMEI reading issue in test mode. IMEI2 reading fails so that IMEI1 is shown also as IMEI2.
In normal mode, both IMEIs are read correctly.
Be extra-careful when flashing Nokia X RM-980 or RM-1030. Read and follow PST instructions carefully: Flashing wrong firmware will damage the device. Firmware is ok if product code is matching or the list of allowed hwids contains the device hwid.
After any flash operation of RM-1013, RM-1014, RM-1015, RM-1016, device mode says: “Mode read failed”. Reason for this is that during the first device boot after flashing device is unresponsive. It only happens right after flashing, during boot-up. By refreshing the connection you will get device mode to show “Normal” mode.

When using Multi SW Updater, the recommendation is to use it with up to five devices that are the same model and start the refurbish to every device simultaneously.
Do not start 1st flash-round with full amount of devices – instead add gradually 2-3 devices – Fuse can be fragile when 8-16 devices at once tries to create new connection
When using USB Hub please connect devices one by one to the ascending USB ports – it will help you to distinguish which of them had failed and needs to be recovered by Recovery plugin (check IMEI, USB Port # from UI or follow Action Report log for details)
Do not connect\disconnect devices while other flashings are in progress – all should be finalized (successful or not) – main reason for fail is USB port enumeration done by OS when changing something
Additional info for 16 simultaneous flashes: Based on testing with Windows Phone 8 devices please follow the following preliminary recommendations for a PC USB setup for maximum stability and timing of the USB bus:
Use a PC that has at least four (4) 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 (4) devices to each external hub

Supported products:
RM-761, RM-763, RM-781, RM-799, RM-800, RM-813, RM-884, RM-803, RM-809, RM-807, RM-832, RM-834, RM-810, RM-811, RM-827, RM-837, RM-871, RM-808, RM-823, RM-802, RM-835, RM-836, RM-849, RM-724, RM-725, RM-819, RM-801, RM-596, RM-601, RM-609, RM-626, RM-639, RM-640, RM-659, RM-662, RM-670, RM-675, RM-679, RM-691, RM-692, RM-693, RM-694, RM-702, RM-704, RM-707, RM-718, RM-730, RM-749, RM-750, RM-754, RM-772, RM-774, RM-775, RM-776, RM-779, RM-766, RM-767, RM-768, RM-696, RM-714, RM-872, RM-873, RM-862, RM-863, RM-864, RM-824, RM-825, RM-826, RM-845, RM-867, RM-846, RM-852, RM-821, RM-820, RM-822, RM-889, RM-898, RM-907, RM-878, RM-838, RM-843, RM-911, RM-913, RM-914, RM-915, RM-917, RM-923, RM-885, RM-887, RM-860, RM-839, RM-840, RM-841, RM-919, RM-921, RM-924, RM-925, RM-926, RM-928, RM-929, RM-892, RM-893, RM-899, RM-900, RM-902, RM-910, RM-875, RM-876, RM-877, RM-927, RM-937, RM-938, RM-939, RM-940, RM-941, RM-942, RM-943, RM-948, RM-949, RM-950, RM-952, RM-953, RM-954, RM-955, RM-956, RM-957, RM-920, RM-922, RM-944, RM-945, RM-947, RM-951, RM-958, RM-959, RM-961, RM-962, RM-963, RM-994, RM-995, RM-996, RM-997, RM-998, RM-934, RM-972, RM-973, RX-113, RX-114, RM-969, RM-970, RM-971, RM-986, RM-987, RM-980, RM-1027, RM-1010, RM-974, RM-975, RM-976, RM-977, RM-978, RM-979, RM-1011, RM-1012, RM-1043, RM-981, RM-1053, RM-1030, RM-1042, RM-1045, RM-894, RM-895, RM-1017, RM-1018, RM-1019, RM-1020, RM-1098, RM-1013, RM-1014, RM-1015, RM-1016, RM-1061, RM-1087, RM-1049,RM-983,RM-984,RM-985

 If you can not install the Full Version, please download and install the MSI File(We have removed the FLS from the MSI file so you can install it correctly).

Full: Download Now

MSI: Download Now

Nokia Care Suite User Guide 1.7.16: Download Now

For India: Full / MSI / User Guide

39 Replies to “Nokia Care Suite PST 5.0 Guide Updated)”

  1. my nokia rm-1013 (x2) is in boot loop, usb dubbing is off, will flashing stock rom work ???

      1. same problem is with me 🙁
        i wanted to know what is the format of the firmware placed in the product folder???
        reply fast

  2. Please help me when i am had tried to start there is an error showing recovery Failed
    Dcp was referenced from the Vpl but the file was not found: ‘C:\ProgramData\Nokia\Packages\Products\RM-980\RM980_059T985_10.0.3_062.dcp’
    please help me to fix it

  3. how can flash nokia c2-01 using nokia care suite? i can’t find the product in the latest care suite. help me please

  4. hi, while recovering lumia 520, ncs shows “message send failed” error plz help me… how can i fix it….

  5. Everything went well…
    I stuck at last when It asks to retry in connect mobile in fastboot recovery…
    How do I flash.?

  6. Hey!
    I have an error in NCS: “Message send failed”. The case is similar quyetpcf.
    I flashed my Lumia 520 once, when I updated wp 8.1 (downgrade for 8.0).
    Now, I updated WP 8.1 Denim but I don’t like it. Lumia Software Recovery Tool can’t connect to the phone…

    How can I fix the error?

    (Sorry my bad english)

  7. hey frnd …i m not able to flash my mobile using nokia care suite …when ever i tried my package validiting completed but after that i ge this message…(unablae to get error messgae)..what should i do..!!!

  8. i encountered a problem…i installed ncs 5.3 successfully but there are 2 errors during installation “Error 1904. module C:\Program files\Common files\Nokia\Fuse\Fuse.dll not registered” and “Error 1904. module C:\Program files\Common files\Nokia\Fuse\dtl_connectionPS.dll not registered” i dont want to uninstall it because im worried that i may encounter the problem again Your system has not been modified”

  9. In Phoenix I can directly Refurbish with different product code files, then phone acquires new product code after flashing. Nokia Care Suite Refurbishment actually doesn’t show “Choose Variant” in Refurbish screen, it’s not possible anymore?

      1. No boy… when put new (wrong) code files in \ProgramData\Nokia\Packages\Products\RM-XXX folder, refurbishment “Start” button stays disabled. Refurbishment actually supports same code flashing only 🙁
        Any way to directly flash different code files?

  10. In Phoenix I can add additional files for flashing in “Firmware Update Advanced Options”
    What can I do this with Nokia Care Cuite?

  11. why do u link to some bs dloader app, why not just link directly to NCS FFS!?
    who wants adware crap on their machine!?!

    Thanks for nothing.

  12. plz remove the adfly link from the download link its not support in India its show server not found plz give another link or give me without adfly link thanx

      1. When I start restore my Nokia Lumia 630, It’s show how to turn off and push the cable when I see my phone vibrate, then it show me that message.
        Sorry for my English.

  13. plz remove the adfly link from the download link its not support in India its show server not found plz give another link or give me without adfly link thanx

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