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Locked out of my phone after Marshmallow update
KELMCN20
Member

I updated my Note 4 about two hours ago.  When my phone rebooted I was asked to enter my lock screen pattern, which would be fine...if I ever had one.  I failed the "test" and was prompted to enter my backup pin, which I also do not have.  I was never able to set a backup pin.  I bought my phone brand new and it always seemed as if there was a secret pin that it came with, to which I was never privy.  Any time I tried to enter it within my security settings it would tell me it "didn't match". 

I've rebooted my phone three times.

I have spoken to Verizon customer support.  They were very nice, but couldn't help me.

I have spoken to Samsung.  They tried their "golden ticket", having me remove my battery, replace it without turing the phone back on, hit the volume down/home/power buttons simultaneously, and select the "reset cache" five times.  It still asked me for my backup pin. 

I am now waiting for a Verizon customer care rep to send me a proof of purchase for my phone so that I can email it to Samsung.  Of course they would like to make sure I didn't steal my phone before they try, again, to remove the security lock. 

Anybody here have any ideas?

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Correct Answers
Re: Locked out of my phone after Marshmallow update
KELMCN20
Member

I ended up fixing this using Samsung's "Find My Mobile" website. I was able to unlock my phone just by signing in and entering in my Samsung password.  It was glorious.

View solution in original post

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Re: Locked out of my phone after Marshmallow update
Ann154
Expert
Expert

What were you using to lock the phone prior to the update?

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Locked out of my phone after Marshmallow update
Ann154
Expert
Expert

Your receipt is available in your My Verizon account online under the My documents and receipts section.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Locked out of my phone after Marshmallow update
KELMCN20
Member

Nothing- I just had a simple swipe screen

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Re: Locked out of my phone after Marshmallow update
KELMCN20
Member

My phone was purchased from a third party vendor who sells Verizon, so it wasn't available.  I did finally receive an email from the Verizon rep and I have sent it off to Samsung. 

And now I wait...

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Re: Locked out of my phone after Marshmallow update
KELMCN20
Member

I ended up fixing this using Samsung's "Find My Mobile" website. I was able to unlock my phone just by signing in and entering in my Samsung password.  It was glorious.

0 Likes