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Ask Answers by Eric Your Own Question
Answers by Eric
Answers by Eric, Developer
Category: Android Devices
Satisfied Customers: 2880
Experience:  Award winning Android Developer&part of the CyanogenDev team
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Tablet screen locked

Customer Question

Tablet screen locked
Submitted: 2 years ago.
Category: Android Devices
Expert:  michelleclive replied 2 years ago.
Customer:

Hi my name is ***** ***** I will be the expert working with you today to help resolve your problem.

Customer:

what is the make and model number of the tablet you are having problem with?

JACUSTOMER-kzsr41w4- :

Toshiba Excite Pure AT10-A-104

JACUSTOMER-kzsr41w4- :

HiCustomer/p>

Customer:

Hi

Customer:

push and hold down the power button on the tablet for 10 seconds

Customer:

it must shut down after 10 seconds of holding down the power button

Customer:

wiat for 3 mins after the shutdown and then power on the tab

JACUSTOMER-kzsr41w4- :

o

Customer:

i am sorry i didnt understand

JACUSTOMER-kzsr41w4- :

okay I will try that. I did hold for 10 secs. yesterday but did not wait 3 mins.

Customer:

ok

Customer:

you must be sure that the power is shut down completely

Customer:

then you wait for 3 mins before turning it back on.

JACUSTOMER-kzsr41w4- :

Is that before I hold for 10 secs

Customer:

no

Customer:

did you shut it down by holding it down for 10 seconds

JACUSTOMER-kzsr41w4- :

yes

Customer:

ok

Customer:

now wait for few mins before you turn it back on.

JACUSTOMER-kzsr41w4- :

I am doing it again

Customer:

ok

JACUSTOMER-kzsr41w4- :

I think I had two many apps on at one time - how do I cancel an app to avoid this?

Customer:

go to the setting

Customer:

look for app under device

JACUSTOMER-kzsr41w4- :

Screen is still locked!

Customer:

in this case you will have to restore it to the factory default

JACUSTOMER-kzsr41w4- :

There is a croos in a white patch

Customer:

the screen is not locked it must be locked due to password ***** pattern screen

Customer:

will have to restore it to the factory default

JACUSTOMER-kzsr41w4- :

So how do I clear that?

Customer:

this will erase any personal data you have

Customer:

if you are ready i can give you the steps to follow

JACUSTOMER-kzsr41w4- :

Really have not much so it doesn't matter.

JACUSTOMER-kzsr41w4- :

Yes ready

Customer:

ok good

Customer:

turn off the tab again

Customer:

by holding down the power button

JACUSTOMER-kzsr41w4- :

For 10 secs?

Customer:

wait for 20 seconds after that hold down the volume down arrow and while holding it down push and hold down the power button

Customer:

when you see an android robot then you release the buttons

Customer:

if it doesnt work try the up volume button if the down volume doesnt work.

JACUSTOMER-kzsr41w4- :

Is the volume button one with a pli=us and minus

Customer:

volume up is + and volume down is minus

JACUSTOMER-kzsr41w4- :

Have tried both those on the up an android appeared

JACUSTOMER-kzsr41w4- :

Powered up but screen will not move

Customer:

did you shut down the power while you tried holding down the button combinations

JACUSTOMER-kzsr41w4- :

did that again and an android appeared right away now what?

Customer:

ok good

Customer:

do you see it has a list

Customer:

factory reset

Customer:

use the volume down button to scroll and highlight the option factory reset

JACUSTOMER-kzsr41w4- :

Do I click on the android

Customer:

no

Customer:

do you have the android robo picture

JACUSTOMER-kzsr41w4- :

yes with alittle box and an arrow

Customer:

do you see some option written in there just below the robo

Customer:

you have to look for factory reset option and select it with using the - key

Customer:

once it is slected press the + button it will then execute the process

JACUSTOMER-kzsr41w4- :

No option and cant get it back just now.

Customer:

i have just tried on my tab and i get the options

Customer:

let me see if i can find a video for you to watch and then try.

Customer:

watch the video dont be confused with the model number the steps are the same

JACUSTOMER-kzsr41w4- :

The android wont stay to do anything with it.

Customer:

is the tablet less then one year old?

JACUSTOMER-kzsr41w4- :

Yes bought June.

Customer:

it can be an android corruption however if you are not getting the steps to select then the android must be taken to a toshiba service centre and they will connect it with there service computer and wil reinsall the operating system.

Customer:

if you can tell me the area you live i can search for a closest service center where you can carry the tab and you will not be charged and fee as its under warranty.

JACUSTOMER-kzsr41w4- :

BD10 8BD

JACUSTOMER-kzsr41w4- :

Sorry BD10 8 DF

Customer:

give me a moment

Customer:

Bradford, West Yorkshire is that correct?

Customer:

give me a moment i am working on it

JACUSTOMER-kzsr41w4- :

Yes - tell me how to cancel app without losinf it.

Customer:

are you able to get into the tab

JACUSTOMER-kzsr41w4- :

I have just got screen back! but tell me where a centre is and how to take an app off so I don't bung it up again`

Customer:

ok good

Customer:

now look for a settings icon

Customer:

and touch to open it

Customer:

look for "Device"

Customer:

under that you will see Apps touch on it

Customer:

you will see a list of apps installed

Customer:

touch one by one to remove it the ones you do not need

Customer:

no toshiba app should be removed

Customer:

go into the security tab to disable the lock after you complete the app removal.

Customer:

is there anything else i may assist you with?