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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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SamsungNik
Honored Contributor
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Galaxy S Phones

Unfortunately there are only a series of 4 current fixes available. The first being trial and error with previous Passwords or PINs. The second being an attempt at using findmymobile.samsung.com if the remote access was enabled before this happened. The third being the factory reset. And the fourth being a service repair in which the phone would be wiped anyways. At this time these are the only available fixes, but the issue is still escalated with our specialists. We will post once we hear from them, but until then these are the only options we can offer. 


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Rydah
Samsung Care Ambassador
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Galaxy S Phones

Can I have someone who is currently locked out of their phone due to the update please contact me via private message?

 

I'd like to do a small test rather than send all of the users out of their way for possibly nothing.

 

Please, only users currently locked out of their devicw, please message me regarding a possible solution.


Best regards,
Rydah
Samsung Care Ambassador

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usermg8jGV5BGJ
Astronaut
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Galaxy S Phones

Y wife's S10 locked her out after an software update, now asking for a password not created by her.

 

Any way to solve this issue?

 

Thank you 

Happy new year 

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SamsungQue
Samsung Moderator
Samsung Moderator
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Galaxy S Phones

Have you tried resetting your pin using Samsung findmymobile.com?

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user1bvYsBIQ7K
Constellation
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Galaxy S Phones

This is not a solution to the issue! This issue happened to me I did everything everyone says and this month the issue resurfaced and gains control of my accounts and locked me out of my phone! Samsung this is dangerous!

SAMSUNGSUX
Asteroid
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Galaxy S Phones

While this "fix" did work, I lost all of my paid apps and most of my personal data and photos! Only some things can be stored in the cloud, but not everything!

 

This is ridiculous! I paid a fortune for my phone, and this last mandated update wiped everything out! 

 

WHY are the updates MANDATORY??? My phone was working perfectly fine until this happened! 

 

Now I have to spend hours trying to reload my apps with all the product keys; and most of my recent family photos are GONE!!!

 

I am livid. I will NEVER buy another Samsung product EVER AGAIN!!!!

 

In the meantime, Samsung should issue recompense to those of us who had to factory reset our phones. I have spent hours on this today, and will spend more hours trying to straighten it all out and redo ALL of my phone settings!!!

 

SAMSUNG: STOP FORCING YOUR CUSTOMERS TO INSTALL FAULTY SOFTWARE UPDATES!!!!!

AMP78
Constellation
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Galaxy S Phones

Hi, my daughter's phone has this issue currently (no password works, she only has one attempt left before it automatically factor resets) and her data back ups were set up but not working properly so we don't have a backup to restore from.  We already tried all the Samsung account find my device and google locate device options and we also tried booting into Safe Mode to try to initiate a back up from my PC but the PC doesn't recognize the phone unless it's unlocked (which we can't do because no password works).  We don't want to do a factory reset because she will lose not only recent data but all data from previous to this phone.  I saw that you were watching this issue pretty closely.  Did you happen to every find a solution that doesn't require losing all data?  Any help would be very much appreciate.  Thank you!

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ChrisWNY
Samsung Care Ambassador
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Galaxy S Phones

Holding Volume down + power button for at least 10 seconds should get your S10 to power down as it simulates a battery disconnection. When the screen shuts off, you should be able to get get into Recovery (hold volume up + bixby button + power key once the screen shuts off) and run a factory reset.

 

This may get tricky because the S10 will start its boot sequence immediately after volume down + power have been held long enough. The other option would be to just keep entering the password incorrectly until the S10 factory resets itself. You'll need to know your Gmail/Google account password however to activate your S10 after the reset.



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userA0n1G2EHPv
Asteroid
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Galaxy S Phones

System update today on S10e. Password worked fine after initial glitch. BTW, I never set PW up on this phone! Several hours later went to get into phone, entering PW just kicked me back to lock screen. Purposely entered wrong passwords and got error message. Re-entered correct password, kicked back to lock screen. Hard reboot give me "phone restarted successfully, unlock to get app notifications" .... but entering PW still kicks me back to lock screen. Maddening and very concerning not to have my phone in case of emergency! 

BigB1977
Asteroid
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Galaxy S Phones

just had this happen to me, Im not very happy! just got off the phone with a samsung rep and they are calling back within 24 hrs.