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Original topic:

Phone locked after last update

(Topic created on: 7/15/19 3:10 PM)
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
SJohnson
Samsung Care Ambassador
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@Rydah 

 

Is testing out a solution and we may have found it. Standby



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Solution
SamsungNik
Honored Contributor
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Hey guys, we have finally heard back from our Specialists regarding the "final fix". The options listed in this thread will help to get you into the phone. However, most of them will cause you to lose any information not previously backed up. Samsung now has a special team available through the support line able to assist in getting you into the phone. They can be reached by calling 800-726-7864 and using the IVR. 


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userFiC78Uu6KM
Asteroid
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My S10+ is still locked from the bugged system update Verizon and other carriers provided last week. What is Samsung doing to fix this issue? A factory reset is NOT an acceptable solution

Geno71
Samsung Care Ambassador
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Why not? A master reset is not all that scary now days since all important data should be backed up in cloud services. What some users have experienced is unfortunate, but even if Samsung does release a fix, those users won't be able to download if they can't get into the phone. If it was me, I'd do a factory reset and just move on with my life.



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farbeyondrivin
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@Geno71 wrote:

Why not? A master reset is not all that scary now days since all important data should be backed up in cloud services. What some users have experienced is unfortunate, but even if Samsung does release a fix, those users won't be able to download if they can't get into the phone. If it was me, I'd do a factory reset and just move on with my life.

 

I am with you on that. Why delay the inevitable.


 

userWMMqCJbXrs
Constellation
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@Geno71 wrote:

Why not? A master reset is not all that scary now days since all important data should be backed up in cloud services. What some users have experienced is unfortunate, but even if Samsung does release a fix, those users won't be able to download if they can't get into the phone. If it was me, I'd do a factory reset and just move on with my life.

@Geno71 You come across as self-righteous.  Cloud services aren't mandatory and it's irresponsible for Samsung to have done this and not be addressing it with a real solution.  I have photos of my mom and others that are irreplaceable!  That's why a factory reset isn't acceptable.  There wasn't any warning and it needs to be addressed in a professional manner far different than the Samsung Care Advisor title would suggest by your response above.  I'm Team Android and I'm ticked for good reason and speaking with that tone.

Geno71
Samsung Care Ambassador
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Correct, cloud services are not mandatory... but they're there to help with these exact situations. If your pictures, contacts, texts, documents and other important things are safe and backed up, there is absolutely nothing to fear about a factory reset, lost or broken phone, or anything else.

 

 

 



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farbeyondrivin
Astronaut
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@userFiC78Uu6KM wrote:

My S10+ is still locked from the bugged system update Verizon and other carriers provided last week. What is Samsung doing to fix this issue? A factory reset is NOT an acceptable solution


You will be temprarily bricked and not able to update not willing to FDR and start fresh, and then the device wont lockup again as it is now.

Device is very useless in the current state.

Samsung_EtiQKS1
Astronaut
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Galaxy S Phones

I hope mine dont do that

userFiC78Uu6KM
Asteroid
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This is not a solution. Samsung needs to take responsibility for releasing a bugged update that bricked user's phones. I didn't pay $1000 for a device to have an issue caused by the source company only to be told that the only solution is to factory reset my device. Ridiculous.