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usermLOTJmNePG
Asteroid

Secure folder locked

Hi,

 

I updated my phone to Android version and since then I can't go into my secure folder or use Samsung pay. There is a message saying "unauthorized software is installed..." And that's why my secure folder is locked. I haven't root my phone. I downloaded the knox status app and everything looks fine. Any idea how to fix it? 

 

Thanks 

5 REPLIES 5
Samsung Moderator
Samsung Moderator

Re: Secure folder locked

@usermLOTJmNePG Have you tried clearing the cache partition on your phone? Here are the steps to clearing your cache partition on your phone

  1. Turn off the device.
  2. Hold down these three keys:
    • Volume Up
    • Home
    • Power
  3. When the phone vibrates:
    1. Release the Power key.
    2. Continue to hold down the Volume Up and Home keys.
  4. When the Android system recovery screen appears, release the Volume Up and Home keys.
  5. Press the Volume Down key until wipe cache partition is selected.
    wipe cache.png
  6. Press the Power key.
  7. Wait until reboot system now is selected.
    reboot.png
  8. Press the Power key.
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usermLOTJmNePG
Asteroid

Re: Secure folder locked

Hi, 

 

I did it many times but still doesn't work. The issue is with secured folder and with Samsung pass. I have tried to force stop both apps and restart them but also doesn't work. 

 

Any other ideas I can try? 

 

Thanks 

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Samsung Moderator
Samsung Moderator

Re: Secure folder locked

@usermLOTJmNePG We recommend that you call in and talk to our Samsung Pay department 844-726-7297

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usermLOTJmNePG
Asteroid

Re: Secure folder locked

 

Screenshot_20190906-073629_Samsung Health.jpg

 

I will. Since the update actually is more than one thing going on.

 

Screenshot_20190906-074502_Samsung Pass.jpg

 

And of course the secure folder. I can't take a screenshot but is a similar message. 

 

 

When checking my knox is 0x0. My warranty is still valid and never have rooted my phone.

 

 

 

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Samsung Moderator
Samsung Moderator

Re: Secure folder locked

I would recommend reaching out to our Samsung pay team directly at 1-844-726-729.

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