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galaxy s10e update issues
MICHEA87
Member

Since upgrading the galaxy s10e to the latest software update the phone requires a password to restart. Problem is, a password was never set up on the phone. Seems either Verizon or Samsung or both are holding the phone hostage. Both appearently are blaming google.

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Re: galaxy s10e update issues
Ann154
Expert
Expert

Are you saying that you were using the phone without any security lock on the phone prior to the software 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: galaxy s10e update issues
vzw_customer_support
Customer Support

MICHEA87,

 

We understand the concern regarding the password/PIN being asked for after the software update. Samsung is involved as we are working together on how to correct this concern. Is this occurring on your phone? Have you successfully regained access?

 

TionnaB_VZW

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Re: galaxy s10e update issues
Docyak83
Member

Still having locked phone issue.  When is this going to be fixed

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Re: galaxy s10e update issues
vzw_customer_support
Customer Support

Docyak83, 

 

We really want you to be able to access your phone again. We are still actively investigating this behavior. Samsung has recommended a factory reset You will find the steps listed here  

http://spr.ly/6607Evfox

 

TamaraH_VZW

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Re: galaxy s10e update issues
hottjo
Member

What is the status of this issue?  I have not even made my first payment on my S10+ as it is only 3 weeks old and I am NOT doing a factory resent until I get my photos off my phone.  My phones have always backed up my photos directly to Google based on the settings I put into the phone and the two weeks prior to the update my photos did not back up.  The update automatically ran on July 15th and from there I have not been able to access my phone.  I did not have a lock password either for multiple reasons.  I have since talked with Samsung, Verizon, Google One and several other IT specialists.  No one seems too concerned about the issue and others were hearing about it for the first time from me.  Since other carriers did not send the update out because they caught the glitch, but Verizon did not, Verizon has some accountability for this issue as well.  I am also frustrated that NO ONE, either Samsung or Verizon have issued this information out the public to keep others from experiencing the same thing.  From what I can tell, this happened much earlier than when I updated the phone, so if I would have known, I certainly would have triple checked on any back-ups.  That is also negligence from Verizon and Samsung.  I have saved at least 10 people from getting locked out and/or losing data since telling them of my situation.  I would hope that Samsung and Verizon would work together to find a solution to this that does NOT force people to lose all their data.  I just want my pictures, but there are others who have much more information they need from their devices.  I have always used Samsung devices and so has my family.  I have also been with Verizon since having a cell phone.  If a fix can not be developed, this definitely is something that will weigh in to my future decisions.  I should not have this issue with a $1000 phone, and furthermore, I should not be told by representatives that "you should get in the practice of backing up your information", when I DO.  It is insulting and disrespectful when I am NOT responsible for this happening to my phone.  And ironically, the morning of the 15th, I was going to download all the photos from my device to my computer so I could print them.  Never got the chance because the update ran automatically.