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Viet - Technician
Viet - Technician, Technician
Category: Electronics
Satisfied Customers: 37463
Experience:  Electronics Tech. Troubleshoot consumer electronics devices.
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Got new S6 edge yesterday. It will not accept my fingerprint

Resolved Question:

Got new S6 edge yesterday. It will not accept my fingerprint and I forgot my backup password. How do I unlock
Madeleine Elliott
Submitted: 1 year ago.
Category: Electronics
Expert:  Viet - Technician replied 1 year ago.
Hello! Thank you for your question. I will be assisting you today.

I'm sorry about the issue. Is it okay to reset the phone fresh, so you can re-set it up fresh, like brand-new, with a new password ***** want?

Please reply at the box below. Thank you.
Customer: replied 1 year ago.
Yes, I only had the nano sim put in this morning at the O2 shop so I have not actually used it yet.
I am a dis led pensioner and I really need my phone
Expert:  Viet - Technician replied 1 year ago.
Thank you. Please try the following: First, turn off the phone by holding the Power button, then select the Power Off option, and wait until the phone is turned off.Then press and hold at the same time the 3 buttons: Volume Up + Home button + Power button, until the Samsung logo appears.Then at the Recovery Mode menu, select the option "wipe data / factory reset" using Volume Up / Down buttons to navigate and Power button to confirm.Use Volume up/down buttons again to select the option "Yes -- delete all user data" , then press Power button to confirm.Wait a bit, then select the option "reboot system now" by pressing Power button.It will let you re-set up the phone. Do you see the recovery menu? Please reply back to continue troubleshooting. Thank you.
Customer: replied 1 year ago.
Yes, finally done. Thank you.
Now I have the welcome screen. I will be more careful!
Expert:  Viet - Technician replied 1 year ago.
OK, please let me know the result later, thank you for your patience.
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