Factory Reset

Help I must has some type of virus or adware on my phone. Im even getting ads during phone calls. Ive been in contact two other times and have been given things to do but its not helping. I decided to do a factory reset and the phone wont let me do it. It gives me the options a screen comes up that says erasing data and the phone shuts down. When I power it back on it hasn't been reset. What other ways can I do a factory reset?

Thanks

Tammy Ehlers

Accepted answers

Verizon_Support

Tammy_Ehlers, let's get you back to a properly running device. Thanks for that phone information. If you've not been able to isolate the issue and remove it from your device, you can perform an alternate factory reset as follows: http://vz.to/1FKp6Lg. Please be sure to perform a cloud backup of your content prior to that reset: http://vz.to/1UmR46s. Keep us posted of your results.

EbonyR_VZW
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All comments

Verizon_Support

Tammy_Ehlers, security is our top priority for our customers. This is a concern to me. I would like to see what other steps we can provide for you. What Android device do you currently have. When did you start getting these ads on your phone (after a 3rd party application download or after software update)? Please keep us posted.

KevinR_VZW
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If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Tammy_Ehlers

I have a droid turbo and I did install the amazon underground and thats when the problem seemed to start. I uninstalled the amazon underground and the apps that I installed with it. Problem is this I tried to find the app to check the review (after I uninstalled it) and surprise it cant be found in the app store. Whats keeping my phone from doing a factory reset though?

Tammy

Jakeman1

When you get one of the add pop ups long press on the ad itself and it should tell you which app is generating the ad. You can also use Lookout Mobile Security add on (the name may have changed) and it will scan your phone for all known bad apps. I would also suggest running the phone in Safe or recovery mode for a day and see if the ads stop. If they do then you know it is an app for sure. If not then the OS itself has been corrupted and you may need Motorola's help in resolving.

Verizon_Support