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Nokia Lumia 928 Frozen even after soft boot

Hello, my Nokia Lumia 928 is frozen - it is fully charged and I did the soft boot three times (hold down power + volume down keys for 15 secs). I want to do the reset to factory settings but I need to backup my SIM card/contact etc to my Windows 7 P.C.

Do you have a program that I need to download for this?

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Re: Nokia Lumia 928 Frozen even after soft boot
Customer Support


We want your phone to work top notch at all times! Sorry to hear it is not responding. Did you upgrade to a new software or downloaded a new app before issue begin? Any physical or liquid damage to the phone? You can certainly transfer pictures and videos to your computer by using your USB cable. Here is a link that will provide the steps for you:

For your contacts, it would be imperative that you backed them up before through our Backup Assistant/Cloud program. If you did use this program before, a contact restore can be done after the reset. To perform a factory reset, please follow this link below:


Follow us on TWITTER @VZWSupport If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!