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Original topic:

Phone locked after last update

(Topic created on: 7/10/19 10:10 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?

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122 Replies
userhx5fY1LcRz
Astronaut
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Galaxy S Phones

This "solution" will WIPE ALL YOUR DATA OFF YOUR PHONE.  This is not a solution.  Samsung needs to come up with a solution that will unlock the mess they have created WITHOUT WIPING EVERYONE'S DATA OFF THEIR PHONES. 

SamsungNik
Honored Contributor
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Galaxy S Phones

We have this issue escalated with our specialists and will post publicly once we know more. At this time, the reset is just the only fix available. I know it is frustrating, but as soon as we hear something from our specialists we will let everyone know. 


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Snowleopard1
Asteroid
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Galaxy S Phones

Thank you, any idea of the time frame on that? Am trying to avoid factory reset if possible 

SamsungNik
Honored Contributor
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Galaxy S Phones

I'm sorry, I do not know. We do not currently have an ETA for their response or fix. It could take quite some time. 


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Snowleopard1
Asteroid
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Galaxy S Phones

Thank you for your response 

userUG0wF1n9I0
Constellation
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Galaxy S Phones

is there a option/selection to where I can enter in an old password?, I'm locked out after an update but instead of looking here I allowed time to pass. Now months later I start my search for answers 

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SamsungQue
Samsung Moderator
Samsung Moderator
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Galaxy S Phones

You can use Samsung find my phone and use it to unlock your phone. https://findmymobile.samsung.com/

Members_tgYpwpH
Astronaut
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Galaxy S Phones

Thank you so much! i was locked out after update and almost did a hard reset.. LIFE SAVER! 

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userJSVhjrxedN
Constellation
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Galaxy S Phones

Have the Samsung agents considered resetting all of their own personal Samsung devices to model for all the S10+ users how easy it is to take your guidance to just wipe our phones clean? 

 

Has the Samsung PR and legal teams considered issuing a statement to publicly acknowledge the system-wide issue and advise against users accepting the update to prevent further damage? 

 

Has the Samsung customer service and tech team considered offering a timeline for fixing this bug while all of its users can't use their $800 phones? Perhaps even a temporary safe mode feature for us to just save our data? And, a loner phone while we are in 2019 without access to the outside world?

 

Has the Samsung

user9TcP3vbvjF
Constellation
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Galaxy S Phones

I wholeheartedly  agree with you.

 

I just bought an S10 and an S10+ two months ago, and I can't afford to get anything else right now, which is beyond frustrating.  My mom is in assisted living with health issues and I'm her primary contact in case of an emergency.  Something serious could happen and I wouldn't even know about it.  All of her medical information is on there, her doctors, medications she takes, etc.  

 

 

I'm thoroughly disgusted with Samsung.  They haven't even notified the different phone carriers about this problem.  I took my phone into US Cellular and explained the issue to the salesman, and he had no idea what I was talking about.   Didn't seem to comprehend what I was telling him, that it wasn't an ordinary case of being locked out of my phone.  He was very disrespectful and rude.  I had to just walk away because I had a sudden urge to throat punch him.  

 

Rant over.  For now.