JUMP TO SOLUTION Solved

Original topic:

Phone locked after last update

(Topic created on: 7/9/19 4:35 PM)
userSoNfi9dGMI
Astronaut
Options
Galaxy S10

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
Samsung_1uuanJl
Asteroid
Options
Galaxy S10

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?  

userwd0ELti519
Asteroid
Options
Galaxy S10

Hi There...

 

As of today, there's no other solution other than resetting the phone to factory reset. Aside from not issues on entering the password. We have noticed that although the phone is connected to internet, the phone is offline which support the fact that we cannot "ring" it using google device manager. But the phone can receive calls and text messages (only we can't read it).

 

As an initial assessment, I think this issue is connected to phones that are password protected since I have the same model and updated (July 4) on the same day.

ChrisWNY
Samsung Care Ambassador
Options
Galaxy S10

@userwd0ELti519 - was your screen lock type Password only or did you also configure your S10 to unlock with fingerprints (or a PIN, etc.) as well as a password?

 

Curious if others using Passwords who have also enabled other lockscreen types encountered this issue or were able to get past the lock screens without problems after updating. Understandably the first time you unlock the device after a reboot usually falls back to the screen lock type (not the fingerprint, which is really secondary). Wondering if PIN lock types are experiencing the same issue as well?



If you've found my post to be helpful, please like the post. If my response helped resolve your issue, please press the "✓ Accept as Solution" button. Thanks!

userwd0ELti519
Asteroid
Options
Galaxy S10

Hi there....

 

My husband's phone which is the one with issues after the update has password locked type only on its homescreen. However, mine with same model and updated on the same day as his is working fine - I have not set any password/fingerprint/pattern protection of my phone since we only got our phones (same time) over a month ago which is why I able to navigate in my phone after it updated. The updates procedure between my phone and my husband's phone were the same. So, I am not sure if fingerprints or pattern type lock will work.

userA0n1G2EHPv
Asteroid
Options
Galaxy S10

I have this problem since system update 07/09/2019. Pin / password initially worked. Hours later, entering it kicks me back to lock screen. I tested it by purposely entering incorrect PW. That got a clear error message. The correct one just kicks me back to the lock screen. The other oddity is I never set PW up on this phone so am assuming it defaulted to my Verizon pin/ PW after the update.  Hiw can this be fixed? I'm pretty freaked out, paid a lot for this phone which is a first for me. And on a fixed income.  Thanks for any help.

userTOaZ2FaQ0G
Constellation
Options
Galaxy S10

I'm in the same boat; I am really angry. Samsung CS said to go to an "Ubreak IFix" store and have them unlock it (factory reset).  There's only one store in the Seattle area; I'm going to have to pay for ferry fare, then pay for parking when I finally get to work, plus the guy at the store told me that Samsung told them that they were supposed to charge a $49.00 fee to anyone who came in for this problem.  This is going to cost me $120.00. Oh, and the fix it store isn't sure that they'll be able to do the factory reset.

userTOaZ2FaQ0G
Constellation
Options
Galaxy S10

I had a system update today on my S10; I did not set my phone up with a password.  The system is requesting a password to unlock the phone, which I don't have.  Customer Service told me that I might be able to go to Best Buy and have their technician do a "software reflash"?  Has anyone heard of this?   It's either that or a factory reset.

userSsU0yPwtTD
Constellation
Options
Galaxy S10

I am so upset about this Samsung update. I got the notice to update last night 7/8/19, I updated this morning. Now my phone is locked and my pin will not unlock it. I've talked to multiple people at Samsung and Verizon and my only option is to do a factory reset resulting in wiping out everything on my phone. This is a known issue and yet Samsung still sends out the update. Why? How is this acceptable?

 

Michael_C
Cosmic Ray
Options
Galaxy S10

I'm also having this issue. I was able to unlock my phone, but only after several tries of entering the correct passcode. Other than this issue, the update is fantastic

userAr17V87ZCZ
Constellation
Options
Galaxy S10

Solution!

I was in the same predicament: after software update on my S10+, my PIN would not unlock the lock screen.  I had tried so many times that I got a warning that if I did not input the correct PIN in the next 5 attempts, a factory reset would occur.   My biggest fear was losing all of my precious photos of my family, which I had stupidly not backed up (nor activated the Samsung Find My Mobile function).

THIS IS WHAT WORKED FOR ME:

I rebooted the phone in SAFE MODE: Hold both the power button and volume down keys until the phone reboots (you will see the Samsung logo); Release power button, continue to hold volume down until the lock screen shows up and SAFE MODE is displayed in the lower left corner.  My PIN then worked and my phone unlocked!!!!  Now I'm backing up all my photos/videos (and going to register the phone for the Samsung Find My Mobile remote unlock function, I hear that would have worked too).

Hope this works for you guys too.