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Original topic:

Phone locked after last update

(Topic created on: 7/10/19 10:43 AM)
userSoNfi9dGMI
Astronaut
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Galaxy S Phones

I updated my phone with the latest software update.  When it restarted it asked me for a password to asccess my device even though I have never set up my phone with a password to access it.  I have tried possible passwords I may have used and my google/verizon/samsung accounts password.  None worked.  I've talked to Verizon and Google support and both recommend a factory reset by neither can reset my phone.  I don't mind doing a factory reset, but I can't even power my phone down to access the boot up options.  I've noticed a few others have had this issue, and I've tried their suggestions but none are working. 

 

What is the solution that Samsung is working to fix their last update issue?

122 Replies
Azncoltz
Asteroid
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Galaxy S Phones

Best case scenario is to turn off the phone hold volume up the Bixby button next and power keep holding all those butting see the samsung screen let go I'll take you to recovery wipe partition cache usually works

Samsung_1uuanJl
Asteroid
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Galaxy S Phones

Yes, I did that on the 2nd day.  It did not work.  :I   Thank you for your help :) 


@Azncoltz wrote:

Best case scenario is to turn off the phone hold volume up the Bixby button next and power keep holding all those butting see the samsung screen let go I'll take you to recovery wipe partition cache usually works


 

userXP7CjLa1PO
Constellation
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Galaxy S Phones

Hey guys I’m a Verizon Rep and have just encountered this issue. The “solved” solution is not properly communicated. A hard reset will not do a thing. 

 

The only way way we found would work on two S10 phones was to INCORRECTLY enter the password. Entering this password INCORRECTLY 15 times will cause the phone to factory reset itself allowing you to reset the phone with your gmail. 

 

A quick caveot, you will need to know your gmail password or a have a device you can reset it from that is not your s10. 

 

Hopefully this helps.

userTOaZ2FaQ0G
Constellation
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Galaxy S Phones

I don't use a password to unlock my phone; after the system update today I'm unable to open my phone without a password, which of course I don't have.  I can't even do the factory reset because I need a password for that as well.

 

Customer Service said that I may be able to take the phone to Best Buy and have a technician do a "software reflash" - which supposedly is better then the factory reset.  Does anyone have knowledge of a "reflash"?  Thanks.

ChrisWNY
Samsung Care Ambassador
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Galaxy S Phones

You can certainly research a re-flash online...to answer simply, it's a process of installing firmware directly onto the device, overwriting the firmware that is  currently on the device. There are ways to re-flash the firmware without losing any of your data.

 

If you decide to do the process yourself...flashing anything onto the device other than official Samsung firmware that is meant for your specific S10 can void your warranty, so make sure you read up on it before proceeding. UBreakiFix is authorized to perform service on Samsung mobile devices, so that's an option if you're not comfortable with Best Buy or DIY.



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userFiC78Uu6KM
Asteroid
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Galaxy S Phones

I have an S10+ through Verizon and last night updated my phone with the newest update. This morning i awoke to my phone having completed the update, but now it asks for a password for me to unlock the phone. I NEVER set up a password to unlock the phone. I do not want to factory reset my phone. What is Samsung doing to resolve this issue? Upon searching the Internet, others are having this problem as well.

Rydah
Samsung Care Ambassador
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Galaxy S Phones

I'd like to clarify my post in which the O.P. has selected as the solution.

 

The user specifically asked for instructions on how to boot into recovery mode to perform a factory reset on his/her device. My response included the requested instructions on how to do this. I do not consider my post to be a long term solution, I was answering the users specific question. It is my understanding that Samsung is aware of the issue and a real resolution is in the works.

 

I hope you all have a great weekend. :grinning_face:


Best regards,
Rydah
Samsung Care Ambassador

If you've found my post to be helpful, please like the post. If my response resolved your issue, please press the "✓ Accept as Solution" button.
matthewslimmer
Asteroid
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Galaxy S Phones

Which update are you all talking about? Date or build# please?

Thanks much!

userFiC78Uu6KM
Asteroid
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Galaxy S Phones

What is the latest official update from Samsung? It is unacceptable to be locked out of my phone for several days and the only "solution" is to factory reset my phone. Samsung needs to take responsibility for a bugged update.

userFiC78Uu6KM
Asteroid
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Galaxy S Phones

Samsung's silence on this issue is absolutely ridiculous. I own many Samsung products and have been vocal supporter of theirs for years, but after this, no more.