The Community is in Read-Only Mode as we get ready to unveil a brand-new experience. Stay tuned - something amazing is on the way!
Ever since the update for my Galaxy Note Edge, it randomly locks up then restarts it's self. Once it comes back up it prompts me to put in my password instead of my finger print. I was hoping I was not the only one experiencing this issue. Hopefully there is a follow up update that will resolve some of these issues.
Solved! Go to Correct Answer
Security is always at the forefront of our business model TayheeInc1.The developers of the operating system has made the pass code an initial requirement to unlock the device before the fingerprint can be used to unlock the device upon boot up. This is a protocol that can not be disabled unless the fingerprint and pass code function is disabled entirely. How long does the device sit idle before it locks up? Can we assume that you have your personal information bcked up on either your Gmail account or your Verizon Cloud account?
ArnettH_VZW
Follow us on Twitter @VZWSupport
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!!
Having the same problem and my briefing panel is not showing up on my edge either and it's driving me CRAZY!
Prtsgrl, That is very unusual to experience with your edge panel. We're here to help you figure this out. When did this start happening to you? Are you able to access the panel at all?
MarcusS_VZW
Follow us on Twitter @VZWSupport
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!
After booting up the phone, you will be required to use the password first time you access the phone before you can use the fingerprint. It is the designed security feature.
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
When did they add that feature in this recent update? Can it be turned off?
It was done to increase the security of the phone and can't be turned off unless you remove all security lockscreen.
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
Well dang..... thank you for your help.
Security is always at the forefront of our business model TayheeInc1.The developers of the operating system has made the pass code an initial requirement to unlock the device before the fingerprint can be used to unlock the device upon boot up. This is a protocol that can not be disabled unless the fingerprint and pass code function is disabled entirely. How long does the device sit idle before it locks up? Can we assume that you have your personal information bcked up on either your Gmail account or your Verizon Cloud account?
ArnettH_VZW
Follow us on Twitter @VZWSupport
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!!
The device typically locks up when I am trying to turn it back on after I had locked it. It then seems like it locks up for 30 seconds to 1 min. Then it just loads back up and prompts for that pass word. But I do have personal information backup on Google.
Updates are meant to improve your service TayheeInc1. I regret to learn of the difficulties you are experiencing after the update. Does the phone lock up only when accessing certain applications? Prior to the phone updating, did you enable the finger print unlock function?
Thank You,
MichelleS_VZW
Follow us on Twitter @VZWSupport
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!!
It has improved my service overall so that's a plus!! But it is when the phone is idle it just seems to lock up when I press the power button to turn it on every so often. Then it boots up and prompts for that password saying the phone has been restarted. But prior to the update I did enable the finger print unlock function.
This is happening to me as well. My device doesn't actually reboot (or if it does, it happens in milliseconds) before telling me that it has restarted and a password is needed.
The behavior appears random, at times happening very shortly after locking the phone and trying to open it again. This definitely started just after the update to Marshmallow.
Updates are meant to improve your device Notrogd. I regret to learn of the difficulties you are experiencing. When did you update the software on your phone? What make and model phone are you using? Does the phone reset only when accessing certain applications?
Thank You,
MichelleS_VZW
Follow us on Twitter @VZWSupport
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!!
@Please help Verizon Support
My Samsung Galaxy Note Edge is failing with the Marsh mellow update.
I upgraded to Marshmallow assuming everything would work great but now my phone reboots randomly for no reason. It has become unusable. It is a Samsung Note Edge and it used to work great but now it reboots itself 20 times a day.
I did a factory reset and there was a reboot even after the reset.
I have cleaned the cache many times.
Many times the screen does not come up at all and I have to pull the battery to get the phone to boot.
Please help. My phone used to be great but now I simply can't use it.
Mine did that as well. Try going into apps management and clearing the cache. Not a reset but the cache. It helps to some extent but the new security requires a password entry every 24 hours.
Thank you for starting a new thread on this topic. I had recent posted a response mentioning this in "Galaxy Note Edge update to Marshmallow fails".
This was my experience about a month ago, you may or may not have had a similar experience...
"The VZW Software Upgrade Assistant has it as well as Samsung Smart Switch for PC. I think the problem is there was supposed to be a smaller prep update before the actual 6.0.1. The reason I think this is because my last software build wasn't recognized by VZW or Samsung, and I had reverted back to stock back in February.
So this was about 3 weeks ago... I used Smart Switch to upgrade because it had it before the VZW tool. Later that day, I got the notification I had an update waiting, and it was a slightly increased build number. The update screen this time was green and had white spinning cogs. Upon completion, some menus were different from previous update (storage, settings). I decided to check VZW Upgrade Tool for PC and again, another update, and now I'm current.
So, the take away is, I had to do three different update methods to fix this update not found error.
Everything is fine now with the exception of the lock screen. Every now and then, regardless of wiping cache partition, my phone will lag, and then the lock screen will pop up. New to android 6.0 when you first power on your device or restart, you must enter your backup password that first time, then pattern or fingerprint will work. I get the purpose of this, however, when my phone lags and goes to lock screen; I see that message and have to enter password. It is very inconvenient at work when using phone for demos and diagnostics, and extremely inconvenient while driving when I need to make a call. I've encountered others on other forums with this problem, but no resolution from the VZW reps I've chatted with. I hope this helps some of you, if not all."
With that being said, I've chatted to reps on the phone about both issues with no resolve. I understand the reason for some canned platitudes, but at least 50% of VZW customers at minimum have to be tech savvy. So telling me to wipe cache partition and factory reset are not very helpful when I've gone into great detail about my problem and what I've done to alleviate on a technical basis. You can safely assume I know somewhat about what I'm doing as do plenty of others.
The responses on here at robotic at best. I would like something other than " Updates are meant to... Unfortunately... We're sorry.... Have you tired... ?". This stuff needs to be addressed and resolved by VZW, instead of responses that seem like they are stalling until a "User" finds the solution.
That's the bad thing TonyStarkMK42 when Verizon pushes out patches it has to go through not only the Samsung side of the patch, but also the Verizon side of patching as well. That causes many delays in even pushing out a simple security patch.... Hopefully someone figures that this needs to be changed in order to keep customers around. But I am glad I was not the only one having this problem, I have done the same as you but I have not reached out to Tech support for that same reason of giving you the "I am sorry have you tried....." rather waste my time doing something else.
TonyStarkMK42, I hear your concerns regarding this issue. Do you notice any trends as to when the lock screen issue happens? Once you enter the back up password, does it prompt you again before power cycling your phone? Let me know, these details will be helpful.
TyraiT_VZW
Follow us on Twitter @VZWSupport
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!!
I am going to add to this thread as I too have experienced major issues following the marshmallow update and glad that contrary to what VZW level 2 tech told me, I am NOT the only one with an issue.
Sorry if any of the below is redundant, but just recapping issues as I've noted on my device.
* Randomly, the device claims it has been restarted/rebooted hence requiring my backup password vs. fingerprint. It does this both while sleep or while I'm using the device (screen on & unlocked)
* Following this, device loses personal settings (ringtones / notification tones, SD card, pictures for/per contact). In addition, device freezes on phone calls (answer or ending are delayed 4 to 7 seconds) and overall performance is sluggish
* Night clock on edge screen does not work in 12hour format with alarm enabled. You must either disable alarm clock, or move to 24hour format with alarm enabled for night clock to work. This issue started immediately after the marshmallow update. Sadly, SPRINT has resolved this issue for their customers, VZW, nothing.
Here are the steps I've taken thus far so bare with me as VZW has sent me everywhere except Mars to get this fixed
1. On original device, unmount SD card, boot device into safe mode to see if issues still occur, it does.
2. Left SD out, wiped cache partition, factory data reset (thru boot screen, not UI), did not reload apps or put SD card back in to see if issue still occurs, it does.
3. Took device to VZW store (VZW owned, not 3rd party), software repair tool used, no issues claimed to be found, issue reappeared about 2 hours later, and more frequently (was about twice a day to every 2 to 3 hours after visit to VZW)
4. Replaced device with certified like new, came with lollipop, updated to marshmallow upon initial power on, did not install apps or SD card, 6 hours in, same issues occurred. Sent replacement device back, went back to original device
5. Took original device with SD card still removed to Samsung Experience shop (claimed they hadn't heard of any issues with marshmallow) within Best Buy, flashed marshmallow onto original device (inquired on if they are able to flash to lollipop which seemed to be stable, answer was no), did not reload apps, issues occurred within 4 hours, and occurs on average twice a day since
At this point, I'm not sure what to do (I refuse to switch to Apple). My note edge had been a completely flawless device up until the marshmallow update, and now VZW, Samsung, and Google/Android is failing to respond and resolve this issue.
This certainly does sound like a lot of issues to have to deal with on a phone! Software updates should improve your phone, not make it harder to use. Have you tried a factory reset yet?
JosephT_VZW
Follow us on Twitter @VZWSupport
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!
Start a new topic or ask questions in the open forum.
