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userA0n1G2EHPv
Asteroid

Re: Phone locked after last update

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I had the same attitude at Verizon. He interrupted me 3 or 4 times as I tried to explain what happened, "patiently" explaining to me standard like I was a doddering old fool. I finally said look, I'm 65 but pretty tech savvy. You need to stop interrupting me and listen to what I'm saying about my phone. He did but didn't get it or (my thought) didn't believe me. His suggestion: factory reboot. I finally got frustrated enough to try that, no go. And the battery has still not drained completely to see if that will change anything. Have you heard anything more? I'm beyond disgusted with Samsung. 

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Samsung Moderator
Samsung Moderator

Re: Phone locked after last update

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Hey guys,

 

We definitely understand your frustrations regarding this. We will be happy to assist each and every one of y'all individually. Feel free to send a private message to any of our moderators for further assistance.

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userWMMqCJbXrs
Asteroid

Re: Phone locked after last update

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@SamsungCole Is there something actually happening? It's been a week and I'm still getting stiff armed by Samsung every time I contact customer support

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Samsung Moderator
Samsung Moderator

Re: Phone locked after last update

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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. 


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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Highlighted
Samsung Care Ambassador

Re: Phone locked after last update

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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

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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Samsung Care Ambassador

Re: Phone locked after last update

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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.



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!

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userA0n1G2EHPv
Asteroid

Password problem since system update

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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! 

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BigB1977
Asteroid

Re: Password problem since system update

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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. 

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userA0n1G2EHPv
Asteroid

Re: Password problem since system update

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Crazy, isn't it?! I talked with them this morning and was told the same. Can you receive calls? My daughter and I tested it, no luck. It rings, both phones show the connection made and time counting, but we couldn't hear each other. I expressed concern to rep and she said they will contact me via email. I'll update here when I hear from them.

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BigB1977
Asteroid

Re: Password problem since system update

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I can receive calls on mine, and I can use my bluetooth in my truck to make out going calls and receive them but I cannot access my phone at all, I have to talk to bluetooth. I have US Cellular as a provider and they are completely lost so they sent me to ubreakifix and they had no clue so they gave me the number for Samsung. I am so sick of these providers and tech giants blaming each other on whose fault it is. I expect as a customer spending $800 on a phone that there shouldnt be any issues with it. I get that there are glitches but to lock people out of their phones is utterly ridiculous!

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