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userSoNfi9dGMI
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

Accepted Solutions
Samsung Moderator
Samsung Moderator

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. 


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82 REPLIES 82
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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Longov
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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userhx5fY1LcRz
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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Samsung Moderator
Samsung Moderator

Re: Phone locked after last update

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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

Re: Phone locked after last update

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

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Samsung Moderator
Samsung Moderator

Re: Phone locked after last update

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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. 


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.
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Snowleopard1
Asteroid

Re: Phone locked after last update

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Thank you for your response 

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userJSVhjrxedN
Constellation

Re: Phone locked after last update

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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

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user9TcP3vbvjF
Constellation

Re: Phone locked after last update

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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.

 

 

 

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