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userwd0ELti519
Asteroid

Homescreen password entry is not working after system update

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Hi There!

 

Just wondering if someone out there experienced same problem with Galaxy S10.

 

Mine and my husband 's phone are the same except for color. I updated my phone without problem and he updated his phone on the same day. Here is the problem, after updates my husband's phone will not unlock even when the passcode is correct. We tried to enter it more than 5 times, homescreen still not unlock. We are pretty sure that the passcode is correct because when we enter wrong passcode and its tell us wrong passcode then after more than 5 times of entering wrong passcode, it tells us that we need to wait about 30 sec to try again.

 

Unfortunately, we only have the phone for more than a month and he haven't setup the "findmyphone" yet therefore he can't unlock it remotely. 

 

Then, we tried to reset it (by erasing it) using google device manager but will not reset. 

 

 

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Samsung Moderator
Samsung Moderator

Re: Homescreen password entry is not working after system update

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Hello there, are you able to reset the device using the hard keys?


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





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userwd0ELti519
Asteroid

Re: Homescreen password entry is not working after system update

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No. not yet. We were advice by the customer service to wait if maybe the updates are not done. More than 12 hours, still the same. We are waiting for the phone to run out of charge so we can perhaps shut it down and turn it on again.

 

The thing is, mine is working after the updates and I did not have the problem because my homescreen is not yet password protected.

 

Since, his phone is just a little over a month and not much gonna lose, we have asked the customer service to assist us to reset his device. We tried google device manager but nothing happened. Although we got email from google that it will issue "erase content" once phone is not offline which is not the case because looks like phone still have ATTsignals and also connected to our  phone is our home wifi.

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Samsung Moderator
Samsung Moderator

Re: Homescreen password entry is not working after system update

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Unfortunately, we can not assist with the passcode, but I recommend trying your passcode again after the device has run out of charge and you recharge it.

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userPaPbmxR2N0
Constellation

Re: Homescreen password entry is not working after system update

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I've been told 4 different things from Samsung chat not to mention the phone for support has been busy all day. An international company and the support rings busy?  How is this issues fixed without wiping my phone??? I've been told to "just wait it will be fixed very soon" stil nothing and now chat says I'll need to ship my phone to them to unlock it?

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userI3CZiMKwSX
Constellation

Re: Homescreen password entry is not working after system update

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I was told Friday and Sunday they were working on it but today they act like they don’t know the issue I’m referring too!!! I am not amused!

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userp4OcXEDqsx
Constellation

Re: Homescreen password entry is not working after system update

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  • I’ve been having the same issue since the June system update.  I’ve been told that many others are having the same issue and that Samsung is aware.  Can one of the moderators update us and let us know 1) that Samsung is aware of the issue and 2) the estimated timing for a fix?
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Samsung Care Ambassador

Re: Homescreen password entry is not working after system update

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Well if they are and do release a patch, how can the phone download it without being unlocked first? I'm afraid either way you will have to go a factory reset first.



If my post answered your question, please be sure to accept it as solution so other users can find answers quicker. And give it a Like. Thanks

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userI3CZiMKwSX
Constellation

Re: Homescreen password entry is not working after system update

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Have you received a reply?!?

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Re: Homescreen password entry is not working after system update

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Yes!  How do you fix it!?  I was on the phone for over 4 hours with AT&T, Samsung and Google.  I enter my password, the screen goes black then back to the screen asking for my password.  Everyone keeps saying they will have to swipe my phone.  Does anyone have a suggestion?  

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