Nokia is supposed to call me back here is chat converstion's from this morning..
Bella: Hi, my name is Bella. Thank you for contacting Nokia Care Chat. How may I help you?
Morning Bella, the gdr2/amber update just rolled out for the Lumia 521, My question is that it did not have the "Double tap to awake feature" . Now The AT&T 520 which shipped with gdr2/amber does have the feature. Could you tell why we did not get that feature ?
Let me help you with this one. Before we proceed, may I know your full name so I can address you properly?
Thank you, Jimmy.
u r welcome
I will be idle for a minute or two while I check the information we need.
Do you have the phone with you now?
Let us check the settings on the phone to make sure the feature is enabled.
Yes, I do, fully updated all apps including display + touch which is where it should have been. Do you need screenshots ?
Does this mean you do not have the option for "Double tap to wake up phone" under "touch" in "display+touch" settings?
Correct no option for that under Display+Touch like it is on AT&T 520.
Can you provide the current firmware version of the phone?
firmware is 3046.000.1328.2024
missed a zero 3046.0000.1328.2024 sorry about that
Thank you for clarifying.
Have you tried pressing and holding the Volume Down and Power keys together until the phone reboots? Then, check if you will see an update available again.
I will lose my internet connection, if I do that right now. But, I have rebooted my phone serveral times and still does not show up.
We then need to perform a reset on the phone to make sure that all the added features will appear in the phone.
Hard reset or just Soft Reset. LIke I said I use internet sharing to my pc, so once I do that I will lose my internet connection and this chat most likely. I can try and see what happens.
hold on let me reset the phone and see what happens..
We need to perform a hard reset in the phone however, please be reminded that your files will be deleted.
As you are using the phone as a modem for your computer to be connected to internet, we might get disconnected.
Let me generate your case ID so you can contact us back and proceed with the resolution.
yes. phone has modem to pc. I will hard reset phone and contact back with CASE ID number thanks.
Our conversation has been logged in our system with the reference number 1-14571275033.
Let us know what happened after the reset so we can further assist you with this one.
Thank you, I will hard reset phone and reapply nokia updates and responds back.
Is there anything else I can possibly help you with for now?
No, just that everything else is fine.
You are most welcome. If you have any questions in the future, do not hesitate to contact us back.
Thank you for contacting Nokia Care Chat and have a great weekend, Jimmy.
You too, hard reseting phone now..
Robbie: Hi, my name is Robbie. Thank you for contacting Nokia Care Chat. How may I help you?
Hello Robbie, name is Jimmy Maxwell I have a caseid number, continuing where I left off..
I will be more than happy to assist you with your concern.
One moment please while I check the reference number that you have provided.
Thanks, performed hard reset per request, updated display+touch still no double tap to awake feature listed.
I am sorry to hear that.
Can you please go to Settings then Phone updates and then check if there are still available updates for your phone?
only 2g connection take a while to check hold on
Phone is up to date
I see. One moment please.
You are most welcome.
Thank you for waiting.
Are you referring to the hard reset under Settings then About?
Performed hard reset via buttons, even got the spinning gears.
Can you please try to perform a full reset again under Settings then About?
Please back up first all your files stored on the phone before performing the reset.
a hard reset via the buttons the same has going to settings and about...If I do that then I will get disconnected since I am using phone has modem to my pc.
I see. No worries.
Let me see what I can do.
Okay, just trying to find out why we 521 users did not get the feature. Yet the AT&T 520 has the option which shipped with GDR2/Amber with "double tap to awake" enabled.
One moment please.
Thank you for waiting.
Upon consulting from our senior technicians, you have mentioned that you already tried performing the full reset on your phone and the spinning gears did show.
I would like to inform you that I will be escalating your concern to them.
They will be the one who will handle your concern and provide you the information you need for us to resolve the issue.
Thank you, yes did get the spinning gears, and had to reinstall everything. Thank for escalating
You are most welcome Jimmy.
Please provide me your call back number and preferred call back time.
xxx -xxx-xxxx any time is fine
Thank you for the information. Please wait for the call back from them.
You are most welcome. May I know if did I manage to assist you with your concern today?
Yes, Thank you very much. now I can rely the information to the other 521 users on wpcentral forums.
Great! You are most welcome. No worries. Our senior technicians will investigate your concern and provide you all the information you need once you receive the call back.
Is there anything else that I may assist you with?
No that is all everything else working fine on the phone. That is my only concern.
If you do need any further help in the future, please do not hesitate to chat with us again. Thank you for contacting Nokia Care Chat and have a great day!
you too disconnecting now