[Android Central Question]

I have never had a password on this phone so I cannot unlock it. At&T told me to call Samsung, Samsung told me to call Android, Android will not let me talk to anyone. Any advice other than a factory reset

[mustang7757]

I have never had a password on this phone so I cannot unlock it. At&T told me to call Samsung, Samsung told me to call Android, Android will not let me talk to anyone. Any advice other than a factory reset

Hi. If you can make a account here me or other members can try to assist you.
Are you log into your Samsung account?

[Android Central Question]

google updated phone, can't use phone

[Mooncatt]

You'll need to register an account to reply and give us a lot more info. There's no telling what the problem is by your original post, but I can say that an update should not lock you out of your phone.

Phone make and model?

Android version?

What update are you referring to?

Where/when do you encounter the problem?

Is there an error message? If so, what is the exact wording? (A screenshot would help too)

[todd181999]

After running the new update my phone wants a password , I have never put a password on my phone.

[mustang7757]

After running the new update my phone wants a password , I have never put a password on my phone.

New updates don't create passwords, you either put one or forgot it , you'll need to go through your Samsung account or Google to authenticate yourself.
@belodion can help you more with this issue

[todd181999]

I agree, but the phone is brand new so I would remember setting a password. You cant get the phone past the first screen to use any other log in. Again I dont have any passwords on the foam, including finger print, pattern, ect. I swipe it it opens, now after update nothing.

[methodman89]

If it's new, but asking for a password not for the initial setup, return it.

[AndroidUser6666]

NEW S10 AT&T update locking phones. Has anyone found what password the updated software may be looking for yet? Same thing here with AT&T blaming each other and passing the phone call back and forth. I am a computer engineer and very tech savy. My s10 was purchased a few days ago brand new without a password or any biometrics set. Now the phone has updated and requesting a password. I tried my google and samsung account passwords already so thats out of the question. Any luck from others yet? They can not post since their phones are locked.

[mustang7757]

NEW S10 AT&T update locking phones. Has anyone found what password the updated software may be looking for yet? Same thing here with AT&T blaming each other and passing the phone call back and forth. I am a computer engineer and very tech savy. My s10 was purchased a few days ago brand new without a password or any biometrics set. Now the phone has updated and requesting a password. I tried my google and samsung account passwords already so thats out of the question. Any luck from others yet? They can not post since their phones are locked.

I haven't heard anything like this , I would take it back from where you bought it ,or escalate it with Samsung or Att

[AndroidUser6666]

The update just went through yesterday/last night. Obviously others on here have posted with the similar issue. Not willing to lose my data quite yet.

[Galactic Zoo]

Just a thought, will it unlock using your Samsung account?

[Galactic Zoo]

Seems like this happened with the latest update. Perhaps Samsung are trying to force users to use passwords or some form of security or maybe it's a glitch. Try to unlock with your Samsung account.

[AndroidUser6666]

Just a thought, will it unlock using your Samsung account?

As previously mentioned, tried using samsung and google account passwords to unlock. I also tried the find my phone route. I even tried locking the phone with a new code through find my phone, which had no success either. Others have given up and have done a factory reset which is BS.

[mustang7757]

As previously mentioned, tried using samsung and google account passwords to unlock. I also tried the find my phone route. I even tried locking the phone with a new code through find my phone, which had no success either. Others have given up and have done a factory reset which is BS.

If you trying to ask us if we can bypass the security the answer is NO, contact Samsung, Att or Google, if they can't help you then something doesn't sound right .

[Mooncatt]

I agree, but the phone is brand new so I would remember setting a password. You cant get the phone past the first screen to use any other log in. Again I dont have any passwords on the foam, including finger print, pattern, ect. I swipe it it opens, now after update nothing.

Are you saying you're trying to set up the phone from scratch and it's forcing you to enter your Google account and password before letting you finish the setup process?

If so, that is not a new phone. It's used, or possibly a badly refurbished one. It could possibly be stolen. This is Factory Reset Protection. There is no way to bypass this, as it's a security feature. It's meant to prevent a thief from using your phone and hamper reselling it, but it can happen innocently if the prior owner doesn't sign out before they reset the phone to turn in or sell. Talk to the people you bought it from and hopefully you'll get a refund or exchange without much trouble.

[Galactic Zoo]

@Mooncatt See https://forums.androidcentral.com/as...ml#post6574690

[Mooncatt]

@Mooncatt See https://forums.androidcentral.com/as...ml#post6574690

We've had a number of new accounts created recently, all asking the same thing almost verbatim and possibly the same person. The member I quoted mentioned not getting past the first screen on a new phone, which could be a clue to the problem.

If I'm wrong, so be it. Just trying to consider possibilities.

[Galactic Zoo]

I read into that, that the password screen was the first screen. We need more info, though. I know Samsungs rather well (used to be an ambassador, here) but haven't seen others with the same issue although it may be a staged roll out. However, I have never seen a Samsung behave like this but it is Samsung and they sure have screwed up AOD/proximity sensor.

[mustang7757]

I read into that, that the password screen was the first screen. We need more info, though. I know Samsungs rather well (used to be an ambassador, here) but haven't seen others with the same issue although it may be a staged roll out. However, I have never seen a Samsung behave like this but it is Samsung and they sure have screwed up AOD/proximity sensor.

Hi , that's pretty cool you were a ambassador here , how long ago ? In AC forums? Or imore?

[B. Diddy]

I agree with the suggestion that the phone might have been previously owned. @todd181999, where did you get it from? Was it directly from the carrier or from some other reliable retailer? Or perhaps from some random eBay seller?
@Galactic Zoo, did you change your username? If you were an Ambassador within the past 5 years or so, I must know you -- don't be a stranger!

[belodion]

Various threads merged.

[B. Diddy]

If you did a hardware key factory reset, it would presumably ask for the Google account/password associated with the phone as part of Factory Reset Protection. If it doesn't accept your Google account/password, that would be an indication that the phone belonged to someone else at some point.

[Galactic Zoo]

@B. Diddy I was around in 2015, became an ambassador in Oct 2016,closed my account in 2016.

[AndroidUser6666]

Just FYI for all those who think it was not an updated software issue. Samsung just admitted to the software glitch. Said it is working to resolve this issue within 24 hours due to numerous complaints.