1. markf1971's Avatar
    My wife has been using a stock Moto E2 running Lollipop since January of 2016. This is a prepaid Verizon branded phone that we took to Tracfone with the BYOP program. The phone has worked just fine and there have been no recent changes or apps added, but recently when she went to use the phone it was on the Setup Wizard and asking for her to choose a language. We don't know what made this happen, or what to do about it. We think that if she does the setup again that she will lose her information similar to doing a factory reset. Anyone know what we should do? Any help would be appreciated.
    04-23-2017 04:52 PM
  2. B. Diddy's Avatar
    If it's on the Setup Wizard, it most likely went through a factory reset already. This might have happened due to some catastrophic firmware glitch. I'd go through the Setup Wizard, and if it gives you the option to restore the phone, say No, and see if it dumps you back to the homescreen with all of your apps and data still intact. If everything is gone, then you could do another factory reset, go through the Setup Wizard again, and this time agree to restore the phone (and hopefully your wife had set things up to back up or sync important data to Google).
    04-24-2017 03:13 AM
  3. B. Diddy's Avatar
    Merged duplicate threads.
    04-24-2017 02:40 PM

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