10-02-2015 11:47 AM
33 12
tools
  1. Bulgie's Avatar
    A Best Buy "Samsung Experience Consultant" (let's call her "SEC" for short) just wiped my Note 5 without asking me, after I explicitly told her not to. The words I used are "priceless data -- do not wipe under any circumstances". But then the SEC was talking on the phone to Samsung Support (SS for short) and following the instructions from SS. Booted my locked phone into some tech support mode (I don't know the right words) and just went ahead and wiped it. SEC put me on the phone with SS, and SS explained that she was just giving the instructions to SEC to write down -- didn't think she was following the instructions in real time.

    But the upshot is my two weeks worth of vacation photos are completely gone -- is that right? Really no way to recover them?

    Brand new phone, just arrived in the mail literally the day I was leaving, so my setup was minimal. I didn't set up any kind of cloud sync. I naively assumed that something like that happened automatically (it does on my wife's iPhone). Advice to a newb on how to avoid this in the future would be appreciated.

    Anyway, here's how it happened: I set the lock screen to be Fingerprint and it worked fine for about two weeks. Since I was often up a canyon with no bars, I set the phone to Airplane mode because it seems to make the battery last much longer. Give me advice on that too, if that was a dumb thing to do.

    Then the fingerprint reader stopped working. My fingerprints didn't change, no cuts or abrasions or burns, has to be a hardware or software failure in the phone. I typed in my backup password but it said that was wrong too. I know user error is to be expected here, but I really think I was typing it correctly. I tired a few times but not enough to make it brick my phone.

    I called Verizon and they put me through to Samsung. Samsung said all their ways to fix it remotely depended on my phone being connected to a cell tower, which of course wouldn't work in Airplane mode. (The Android device manager webpage method couldn't work either.) They said to bring it to a Best Buy that had a Samsung Experience, and there someone would be able to fix it.

    So I went to BB, where the SEC I spoke to immediately said she didn't know how to fix that. "I'm only level one tech support". She had me call Samsung back, and the SS I spoke to had me put SEC on the line, and the rest is history.

    What's the lesson to be learned here? Don't use fingerprint unlock with airplane mode? Or just never use fingerprint at all? (I'll never trust it again, that's for sure.)

    Grateful for any advice,
    Bulgie
    09-30-2015 05:54 PM
  2. Kelly Kearns's Avatar
    Oh.. You should have posted here first 😛

    This time, turn on the Samsung Find My Mobile in Lock Screen and Security. You can unlock your phone from your computer or tablet or another phone, going to the browser and logging into your Samsung account.

    Also turn on Google Photos, auto sync and you have ever unlimited free storage of pictures and videos.

    And I use fingerprint all the time, I haven't had an issue with it.

    Also keeping it on Airplane Mode means nothing will come through unless you have T-Mobile and WiFi calling and are connected to WiFi.
    09-30-2015 07:15 PM
  3. kj11's Avatar
    Kelly nailed it, Google photos is exactly what you're looking for. Sorry to hear about your loss though, that really sucks
    Bulgie likes this.
    09-30-2015 07:23 PM
  4. jlilnc14's Avatar
    i don't see samsung find my mobile under lock & security. I have a verizon version of the note 5
    09-30-2015 08:41 PM
  5. Glock23-G4's Avatar
    Also, as long as the airplane mode toggle is in the top row of your quick toggles, you can access it and enable/disable it with the screen locked (just tested this to confirm).
    HeavyToka, Kelly Kearns and Bulgie like this.
    09-30-2015 08:51 PM
  6. Kelly Kearns's Avatar
    i don't see samsung find my mobile under lock & security. I have a verizon version of the note 5
    You don't have it listed here?
    Attached Thumbnails Don't use fingerprint unlock with Airplane Mode? (horror story)-1443664533690.jpg  
    09-30-2015 08:55 PM
  7. jlilnc14's Avatar
    Nope this is what I have.

    Posted via the Android Central App
    Attached Thumbnails Don't use fingerprint unlock with Airplane Mode? (horror story)-1330.jpg  
    09-30-2015 08:59 PM
  8. Kelly Kearns's Avatar
    And this is why I hate carriers having their own twist on software. Samsung's Find My Mobile is great for locking and unlocking the screen. Would have worked exactly in the above situation.
    09-30-2015 09:01 PM
  9. jlilnc14's Avatar
    ahh verizon sucks!
    Kelly Kearns likes this.
    09-30-2015 09:06 PM
  10. Kelly Kearns's Avatar
    ahh verizon sucks!
    I have to agree with that lol
    09-30-2015 09:13 PM
  11. Furt's Avatar
    pretty sure you have to setup a backup alphanumeric password when setting up fingerprint. At least my Note5 forced me to. Lets just call this a learning experience. it takes less than a minute to open Google Photos and tell it to back up all pictures and videos. it can save any phone from a horrible incident like this.

    Also never go to Best Buy. Just Don't

    EDIT: Didn't see that the backup password didn't work. well that rules out my goto response. guess there was no way around that issue.
    09-30-2015 09:20 PM
  12. jlilnc14's Avatar
    so I was just in contact with verizon support. Verizon did not disable that feature. The verizon support person has a Galaxy S6 and she has Find my mobile under Lock Screen & Security in settings. I might have to factory reset my phone, not sure why mine doesn't have it
    09-30-2015 10:13 PM
  13. Kelly Kearns's Avatar
    so I was just in contact with verizon support. Verizon did not disable that feature. The verizon support person has a Galaxy S6 and she has Find my mobile under Lock Screen & Security in settings. I might have to factory reset my phone, not sure why mine doesn't have it
    Wait.. Let me check with a Verizon Note 5 user.
    jlilnc14 likes this.
    09-30-2015 10:30 PM
  14. Katrina White1's Avatar

    This time, turn on the Samsung Find My Mobile in Lock Screen and Security. You can unlock your phone from your computer or tablet or another phone, going to the browser and logging into your Samsung account.
    Never knew this. This is why I live in the forums. Learn something new every day.

    Posted via the Android Central App
    09-30-2015 10:56 PM
  15. Kelly Kearns's Avatar
    Never knew this. This is why I live in the forums. Learn something new every day.

    Posted via the Android Central App
    Yeah works much better than Android Device Manager IMO.
    09-30-2015 11:56 PM
  16. zeuswsu's Avatar
    so I was just in contact with verizon support. Verizon did not disable that feature. The verizon support person has a Galaxy S6 and she has Find my mobile under Lock Screen & Security in settings. I might have to factory reset my phone, not sure why mine doesn't have it
    Mine doesn't have it either so it's another thing left off by the Verizon overlords.

    Sent from my SM-N920V using Tapatalk
    10-01-2015 12:08 AM
  17. Bulgie's Avatar
    Sounds like a smart idea. How do I put it there? (it's not there now)

    Thanks
    Bulgie
    10-01-2015 12:14 AM
  18. Bulgie's Avatar
    Also, as long as the airplane mode toggle is in the top row of your quick toggles, you can access it and enable/disable it with the screen locked (just tested this to confirm).
    Sorry I just replied but didn't quote what I was replying to.
    How do I add airplane mode toggle to my quick toggles?
    -b
    10-01-2015 12:16 AM
  19. Bulgie's Avatar
    Sorry I just replied but didn't quote what I was replying to.
    How do I add airplane mode toggle to my quick toggles?
    -b
    Ah never mind I found it. Thanks Glock23-G4
    10-01-2015 12:22 AM
  20. Kelly Kearns's Avatar
    Mine doesn't have it either so it's another thing left off by the Verizon overlords.

    Sent from my SM-N920V using Tapatalk
    That is ridiculous they don't have it on Verizon phones.
    10-01-2015 02:02 AM
  21. plumcrazy's Avatar
    maybe i read this wrong but i use fingerprint unlock on airplane mode all the time with no issue.
    10-01-2015 04:58 AM
  22. Gary02468's Avatar
    I typed in my backup password but it said that was wrong too. I know user error is to be expected here, but I really think I was typing it correctly. I tired a few times but not enough to make it brick my phone.
    Did the backup password work when you initially tested it after setting up the fingerprint lock? Or did you not test it?
    10-01-2015 05:43 AM
  23. Gary02468's Avatar
    A Best Buy "Samsung Experience Consultant" (let's call her "SEC" for short) just wiped my Note 5 without asking me, after I explicitly told her not to. The words I used are "priceless data -- do not wipe under any circumstances".
    Any data you care about--let alone consider "priceless"--should be backed up immediately. Anything that isn't backed up should be presumed able to disappear at any moment. That's especially true for a phone, which can easily get lost, stolen, or destroyed.
    10-01-2015 05:48 AM
  24. trucky's Avatar
    For those Verizon users who don't show findmymobile settings... Do you have a Samsung Account enabled on your device?
    10-01-2015 06:15 AM
  25. ccpopham's Avatar
    Yes always have the Samsung account turned on. Logged in from phone and even showed that I was logged into to Sammy acct from the note 5.
    10-01-2015 06:18 AM
33 12

Similar Threads

  1. IP67 & "Normal" splashes/use
    By jojoe42 in forum Android Wear / Wear OS
    Replies: 4
    Last Post: 10-23-2015, 11:48 AM
  2. 2015: Still "no" phones with wireless charging?
    By toxicious in forum General Help and How To
    Replies: 7
    Last Post: 10-01-2015, 09:00 PM
  3. Replies: 1
    Last Post: 10-01-2015, 12:12 AM
  4. How to tell if my verizon phone is unlocked
    By AC Question in forum Ask a Question
    Replies: 1
    Last Post: 09-30-2015, 11:59 PM
  5. Replies: 1
    Last Post: 09-30-2015, 05:32 PM
LINK TO POST COPIED TO CLIPBOARD