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  1. Android Central Question's Avatar
    I cant factory reset my phone i need help
    01-29-2019 11:47 AM
  2. belodion's Avatar
    What have you tried?
    01-29-2019 12:54 PM
  3. mustafa mamdouh1's Avatar
    I tryed to do it from settings and manually
    01-29-2019 01:07 PM
  4. B. Diddy's Avatar
    Welcome to Android Central! What happens when you try to reset? Are you following these steps?
    SpookDroid likes this.
    01-29-2019 02:14 PM
  5. Rukbat's Avatar
    And what happens when you try?
    01-29-2019 02:32 PM
  6. mustafa mamdouh1's Avatar
    Nothing it wont let me
    01-29-2019 04:46 PM
  7. mustafa mamdouh1's Avatar
    Yes i tryed those the fist method problem i cant open the thing when i try to do it it opens normally the second method the button to factory reset it is grayed out... i think that the problem is with Knox but I'm not sure
    01-29-2019 04:50 PM
  8. B. Diddy's Avatar
    What do you mean by "can't open the thing"? Do you mean that Recovery Mode doesn't show up? Is there a problem with the phone to begin with, and is that why you're trying to do the factory reset?
    01-29-2019 06:24 PM
  9. mustafa mamdouh1's Avatar
    Yes there is a problem with my phone I can't download unknown apps
    01-30-2019 01:16 AM
  10. B. Diddy's Avatar
    Did you also post this?
    01-30-2019 10:44 AM
  11. mustafa mamdouh1's Avatar
    01-30-2019 11:06 AM
  12. B. Diddy's Avatar
    In that other thread (which I have now closed, with a link to this thread), it was suggested that this could be related to a security policy. Was this device provided to you by work or school, or are you using your own device on a work account?
    01-30-2019 12:11 PM
  13. mustafa mamdouh1's Avatar
    No its a personal phone
    01-30-2019 01:17 PM
  14. B. Diddy's Avatar
    Go to Settings>Security>Device Administrators. Is anything there checked besides the usual (i.e., Find My Device, and perhaps Knox)?

    Also, go to Settings>Security>Clear Credentials​ and see if that does anything.
    SpookDroid likes this.
    01-30-2019 01:28 PM
  15. mustafa mamdouh1's Avatar
    Yes it did some thing it says cleared
    Attached Thumbnails Why cant i factory reset my samsung galaxy a7 2018-screenshot_20190130-213737_settings.jpg   Why cant i factory reset my samsung galaxy a7 2018-screenshot_20190130-213732_settings.jpg  
    01-30-2019 01:39 PM
  16. B. Diddy's Avatar
    And you're still unable to install from unknown sources, or do a factory reset?

    I see that KC Client is a Device Administrator. I don't know much about Knox, but it says on the site that it's used by enterprises to allow easier customization and enrollment: Are you sure this phone has never been used for an enterprise account?
    01-30-2019 07:40 PM
  17. mustafa mamdouh1's Avatar
    Its a brand new phone
    01-30-2019 11:53 PM
  18. B. Diddy's Avatar
    Have you already tried unchecking the Knox apps in the Device Administrators menu?
    01-31-2019 12:45 AM
  19. mustafa mamdouh1's Avatar
    U cant its grayed out
    01-31-2019 05:05 AM
  20. B. Diddy's Avatar
    I don't mean the Deactivate button. I mean the check mark -- can you toggle that on or off, or does it just bring up that first screenshot?
    01-31-2019 11:22 AM
  21. mustafa mamdouh1's Avatar
    No it won't work
    01-31-2019 02:00 PM
  22. belodion's Avatar
    Its a brand new phone
    Bought from a reputable retailer? You are certain that it had not been used? Not surplus stock from somewhere? Et cetera.
    01-31-2019 02:48 PM
  23. B. Diddy's Avatar
    Not sure what to try next. Is the phone still under warranty?
    01-31-2019 02:49 PM
  24. SpookDroid's Avatar
    Sorry but that doesn't seem like a 'new' phone. Only services active there upon set up should be Find My Device, and that's only IF you accepted the Samsung Account terms when you set it up. Knox is not active at initial set up, let alone the corporate configurator. Did you add any corporate e-mail accounts? Have you tried to factory reset it from Safe Mode or even from Samsung's FindMyMobile site or Google's site (just MAKE SURE that you either have the right Google credentials or that Factory Reset Protection is deactivated or you won't be able to restart the phone).
    B. Diddy and Laura Knotek like this.
    01-31-2019 03:13 PM

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