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michelleclive
michelleclive, Customer Service
Category: Electronics
Satisfied Customers: 4665
Experience:  Working as a manager in a tech support company and i have an experience of 8 years and more in electronics device.
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my nexus 5 will not unlock i have tried volume and power no

Customer Question

my nexus 5 will not unlock i have tried volume and power no luck all i get is the word google on the screen
Submitted: 2 years ago.
Category: Electronics
Expert:  michelleclive replied 2 years ago.

michelleclive :

Hello. My name is Michelle and I will be assisting you today.

michelleclive :

let me know when you are ready.

JACUSTOMER-9hwnthm1- :

ready now

michelleclive :

Turn the power off

michelleclive :

let the nexus be shut down

JACUSTOMER-9hwnthm1- :

power off but the word google keeps coming back on screen

michelleclive :

Push and hold down the power button for 8 seconds

michelleclive :

if not remove the cover and take the battery out

JACUSTOMER-9hwnthm1- :

you cannot remove the battery on a nexus 5 can you ?

michelleclive :

let me know once you are done with the battery steps

michelleclive :

did you try to push and hold down the power button for 10 seconds to shut it down

JACUSTOMER-9hwnthm1- :

repeat you cannot remove the battery on the nexus 5

michelleclive :

yes you can remove it will give you the steps later if you have tried to shut it down by pushing the power button down for 10 seconds

JACUSTOMER-9hwnthm1- :

yes held power button down for 10+ seconds no luck google keeps popping up

michelleclive :

okay

michelleclive :

please tell me is the nexus under warranty and if not then i can tell you how to remove the battery

JACUSTOMER-9hwnthm1- :

ok how do you remove battery

michelleclive :

and if its under warranty then the warranty will be bad.

JACUSTOMER-9hwnthm1- :

out of warranty

michelleclive :

ok

JACUSTOMER-9hwnthm1- :

how do i remove battery

michelleclive :

check the video link

michelleclive :

click on the link

JACUSTOMER-9hwnthm1- :

sorry do not know what video link is or have any leads

michelleclive :

CLICK HERE

michelleclive :

did you check the video

JACUSTOMER-9hwnthm1- :

repeat do not know video link or leads

michelleclive :

are you chatting with me from a computer or other mobile device.

michelleclive :

CLICK HERE

michelleclive :

did you click on the click here link it will open a video how to remove the battery

JACUSTOMER-9hwnthm1- :

yes but it needs a special tool

michelleclive :

are you chatting with me from a computer or other mobile device.

JACUSTOMER-9hwnthm1- :

lap top

michelleclive :

it needs a flat head screw driver or a had plastic piece which will avoid scratches to open the cover

michelleclive :

no special tool is required

JACUSTOMER-9hwnthm1- :

ok iwill try must end now

michelleclive :

i can tell you the steps and show you video how to remove it and it has to be performed by you or you can take someones help.

michelleclive :

you are trying to rate this chat?

michelleclive :

do you have any more question for me.

michelleclive :

Please remember rating is only required when we are finished fixing the problem.
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