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Astronaut

Phone locked after last update

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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?

1 SOLUTION

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Honored Contributor

Re: Phone locked after last update

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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. 


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.
Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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Samsung Care Ambassador

Re: Phone locked after last update

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Hey @userSoNfi9dGMI, I hope you are doing well.

 

I'm sorry to hear that you're locked out of your phone. I think I may be able to help you reboot into recovery mode so that you can factory reset the device.

 

Please follow these instructions:

• Press and hold the Power+Vol Down button until the screen turns off.

• As soon as the screen shuts off, Press and hold Power+Bixby+Vol Up to boot into recovery mode.

 

• Use the volume buttons to navigate up/down.

• Select the Factory data reset option>Press power to select>Press power to confirm.

• Once complete, select the reboot to system option.

 

*Please note that the device will require the original Google account to activate the device.

 

I hope this helps!


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.
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Constellation

Re: Phone locked after last update

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This is not a solution. Absolute Incompetence by Samsung. This isn't a simple glitch, Samsung removed the ability to remote unlock using "find my mobile" and then releases a security update that changes some users Password/ PIN. This is a sad excuse for a solution and Samsung needs to correctly address this via a Password bypass remote unlock via tech support.

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Asteroid

Re: Phone locked after last update

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SOLUTION 2020

 

I found a guy that can recover your data if it locked and you dont want to factory reset! Private message me here or at my ig at mandarinmargarine 

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Astronaut

Re: Phone locked after last update

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Hi 

 

I have the exact same issue and need to recover my data

 

Any suggestions

 

Rob

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Asteroid

Re: Phone locked after last update

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Shoot me a message here or on ig at 

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Constellation

Re: Phone locked after last update

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Hi I don't use my  phone still waiting for someone to help me to recovery all my. How can I contact you

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Constellation

Re: Phone locked after last update

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Hi Anonymous USerU

 

I have spent 2 days looking for a solution. As my phone was locked with an unknown password after a software update and I refuse to wipe out all my credentials and secured setup.

I tried to use the android recovery mode with ADB or mounting principles. But I did not succeed, as the phone is caught in the bootload session, by the last pin code attempts.    

 

My phone is a S9+ with last update from 2020-Q1

 

If you have any tips, how to start a backup with the view of a restore of all the internal memory. Please let me know as soon as possible.

 

Regards.

 

Twan

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Constellation

Re: Phone locked after last update

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I am having the same issue with my S9+ and have been locked out for almost three weeks. I am very reluctant to do factory reset as just discovered my phone apparently stopped backing up photos over a year ago! wonderful!

 

would love any assitance on fixing the phone or recovering data after a factory reset.

 

thanks

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Astronaut

Re: Phone locked after last update

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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. 

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