My S10 has been flashed with an unauthorized software and is locked

[jerarudojunia]

I saw that my S10 had an update, so I started updating my phone and a few moments later, I get this message with a green screen stating that my phone has been flashed with an unauthorized software and is locked, please contact my carrier. I had no idea what was going on, so I called Samsung and we went through these steps of trying to restart my phone and none worked. So that same day I sent Samsung my phone with the label they emailed me. Fast forwarding to today, I call Samsung to get an update on the repair of my phone and they said that we are sending your phone back because its been rooted and there's nothing that we can do. I need help! Any advice?

 

[mustang7757]

Hi welcome!

You have the phone now ?

 

[jerarudojunia]

I should have it back in a day, Samsung just sent it back.

 

[mustang7757]

I should have it back in a day, Samsung just sent it back.

Ok when you do get it back , I like you to take a screenshot in settings >about phone>software information and I can help you from there

 

[jerarudojunia]

Will do, thanks!

 

[mustang7757]

Your welcome!

 

[me just saying]

did you buy the phone used or new?

 

[DSMpowerhousegroup]

First time I've heard of anything like this. Was the phone bought new?

 

[jerarudojunia]

I bought it when it first came out from T-Mobile, I believe that was March of last year. I should be getting my phone today and I will upload a pic.

 

[Morty2264]

I bought it when it first came out from T-Mobile, I believe that was March of last year. I should be getting my phone today and I will upload a pic.

Yes, please keep us updated on what happens.

 

[jerarudojunia]

 

[mustang7757]

Can you start the device up ?

 

[jerarudojunia]

I went to T-mobile today and they couldn't do anything for my phone, so they directed me to a store called U BREAK I FIX. U BREAK I FIX said that they would flash my phone, which would take approximately 2 hours to do, and after I came to pick it up and they couldn't do anything as well.

 

[mustang7757]

I went to T-mobile today and they couldn't do anything for my phone, so they directed me to a store called U BREAK I FIX. U BREAK I FIX said that they would flash my phone, which would take approximately 2 hours to do, and after I came to pick it up and they couldn't do anything as well.

Can you get a close up to the red words so I can read that

 

[jerarudojunia]

Sure, I'll post another pic, and yes when it boots up it goes straight to this green screen.

 

[mustang7757]

Sure, I'll post another pic, and yes when it boots up it goes straight to this green screen.

Ok perfect

 

[jerarudojunia]

 

[Mike Dee]

I went to T-mobile today and they couldn't do anything for my phone, so they directed me to a store called U BREAK I FIX. U BREAK I FIX said that they would flash my phone, which would take approximately 2 hours to do, and after I came to pick it up and they couldn't do anything as well.

Did they say why they couldn't do anything?

 

[mustang7757]

Ok...get to download mode , to do this turn the phone off , when you power it on before screen turns on hold same time power/volume down/Bixby button

 

[jerarudojunia]

U BREAK I FIX said that the flash that they did didn't get pass this security error, which resulted in this same green screen.