Note 5 - Lost Password

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networkn

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#195964 13-May-2016 15:47

So a customers Note 5 which he had a fingerprint set up for, won't recognise the fingers he registered, after a firmware update (Spark).

The password on record for recovery ALSO isn't working.

He has some photos he doesn't want to lose (don't get me started).

Is there any options available to him at this point? Samsung could not have been less helpful.

MikeB4

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#1552289 13-May-2016 16:02

Usually when you set the finger prints you also set up a password, pin or both was there a pin set?

Here is a crazy notion, lets give peace a chance.

networkn

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#1552290 13-May-2016 16:03

MikeB4:

Usually when you set the finger prints you also set up a password, pin or both was there a pin set?

He has on record the pin he was using, it won't accept the one he has on record, nor the password, not any fingerprints.

MikeB4

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#1552293 13-May-2016 16:10

yikes backed up content? let me guess no

I think the options are running out, its almost if the device has been hijacked.

Here is a crazy notion, lets give peace a chance.

MikeB4

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#1552294 13-May-2016 16:12

what about using the Android device manager in Google account on a PC.

If the device is present you will see an unlock icon

https://www.google.com/android/devicemanager

edit added link

Here is a crazy notion, lets give peace a chance.

gregmcc

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#1552303 13-May-2016 16:47

MikeB4:

what about using the Android device manager in Google account on a PC.

If the device is present you will see an unlock icon

https://www.google.com/android/devicemanager

edit added link

If it has a samsung account setup on it a similar unlock can also be done

networkn

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#1552309 13-May-2016 17:02

gregmcc:

MikeB4:

what about using the Android device manager in Google account on a PC.

If the device is present you will see an unlock icon

https://www.google.com/android/devicemanager

edit added link

If it has a samsung account setup on it a similar unlock can also be done

There is a LOCK on google but only the samsung software allows unlock as best I can tell. Google Lock won't work if the phone is already locked.

Dyson

Shop now for Dyson appliances (affiliate link).

MikeB4

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#1552312 13-May-2016 17:10

hmmm I think it will need a factory restore.

Here is a crazy notion, lets give peace a chance.

MikeB4

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#1552327 13-May-2016 17:15

If you can get into the Google account (PC) and turn off the 2 step authentication and restart the phone this may help

Here is a crazy notion, lets give peace a chance.

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#1552337 13-May-2016 18:22

MikeB4:

hmmm I think it will need a factory restore.

I went down a similar road not too long ago with the Note 5. The Samsung account lock is the problem. When I factory reset the handset it stated 'An abnormal factory reset has been reported on this device....."

Without the Samsung account the handset is bricked. Reminds me of the find my iPhone feature from a security point of view.

networkn

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#1552339 13-May-2016 18:31

Customer Reset his device. Thanks for the assistance.