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Viet-Smartphone Tech
Viet-Smartphone Tech, Smartphone Technician
Category: Smartphones
Satisfied Customers: 38668
Experience:  Troubleshoot issues with smartphones.
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i have a Galaxy Alpha phone. The tough screen

Resolved Question:

i have a Galaxy Alpha phone. The tough screen for fingerprint identification has gone and it is now asking for back up password. I do not remember putting a password ***** I am in France and need phone for work. Help!
Submitted: 2 years ago.
Category: Smartphones
Expert:  Viet-Smartphone Tech replied 2 years ago.
Viet-Smartphone Tech :

Hello! Thank you for your question. I will be assisting you today.

Viet-Smartphone Tech :

I'm sorry about the issue. Is it the Galaxy Alpha model SM-G850...?

Viet-Smartphone Tech :

Have you tried to reboot the phone yet: Press & hold the power on/off button on the phone, then select the Restart option.

Viet-Smartphone Tech :

And/or power off the phone, then remove the back cover, then remove the battery for a minute, then re-insert it, then power on the phone, and check.

Viet-Smartphone Tech :

If it does not work, you can reset the phone. Let me know, so I can provide the reset instructions. Thank you.

JACUSTOMER-u4717ta4- :

Tried all of above. Pease advise how to reset?

Viet-Smartphone Tech :

Sorry about that, please try the following to reset:

Viet-Smartphone Tech :

1. Press & hold the Power button, then select the Power off option to power off the phone

Viet-Smartphone Tech :

2. With the phone powered off, press and hold at the same time the 3 buttons: Volume Up, Home, Power until the android logo or menu appears.

Viet-Smartphone Tech :

Please let me know when you are there.

JACUSTOMER-u4717ta4- :

now

Viet-Smartphone Tech :

Do you see a the recovery menu?

JACUSTOMER-u4717ta4- :

No gone back to front screen asking for password

Viet-Smartphone Tech :

Please try again: power off, then remove battery, then reinsert

Viet-Smartphone Tech :

, then press at the same time the two buttons Volume Up, and Home, & keep holding them, then press & hold the Power button; keep holding those 3 buttons for about 20 seconds or so

JACUSTOMER-u4717ta4- :

got recovery page

Viet-Smartphone Tech :

Great. Now use the Volume Down button to highlight the option "Wipe data / factory reset", then press the Power button.

Viet-Smartphone Tech :

, then use the Volume Down button to highlight the option Yes..., then press the Power button.

JACUSTOMER-u4717ta4- :

asking me if i want to wipe all data, yes or no

Viet-Smartphone Tech :

Use the Volume Down button to highlight the option Yes..., then press the Power button.

JACUSTOMER-u4717ta4- :

but i don't want to wipe all data

Viet-Smartphone Tech :

I'm sorry, when you set up the fingerprint previously, it forced you to set up a backup password *****

Viet-Smartphone Tech :

but you do not remember it.

Viet-Smartphone Tech :

You don't have backup of your phone's data?

JACUSTOMER-u4717ta4- :

ok done

Viet-Smartphone Tech :

You've doing the reset now?

JACUSTOMER-u4717ta4- :

hello - what next?

Viet-Smartphone Tech :

Sorry, you said "ok done", what did you do? What's showing on the phone now?

JACUSTOMER-u4717ta4- :

options - do i click on rebot system now?

Viet-Smartphone Tech :

yes, press Power button to reboot

JACUSTOMER-u4717ta4- :

I have the Samsung logo

Viet-Smartphone Tech :

Wait a bit, and it should let you re-set up the phone.

Viet-Smartphone Tech :

Is it asking you to set up the phone now?

JACUSTOMER-u4717ta4- :

yes

Viet-Smartphone Tech :

Great, at some point, it should ask you to set up the password, make sure you remember it this time.

JACUSTOMER-u4717ta4- :

it is asking for my ID and password?

Viet-Smartphone Tech :

Is it asking for Google account? Or something else?

JACUSTOMER-u4717ta4- :

Samsung account

Viet-Smartphone Tech :

Does it have the option to skip / cancel?

JACUSTOMER-u4717ta4- :

when I press skip it keeps taking me back to sign in or create an account

Viet-Smartphone Tech :

At the screen where it asks you to sign in or create an account, does it say Samsung account or Google account?

Viet-Smartphone Tech :

etc.

JACUSTOMER-u4717ta4- :

Looks like I am now sorted. I have to go. Thank you for your help.

Viet-Smartphone Tech :

You're welcome. Great. If you need help with anything else, please come back any time. Also, can you please take a moment to rate my service by clicking on a face icon / service option below, then click on Submit / OK when it shows up. Thank you very much for your patience,

Viet-Smartphone Tech :

Remember your password! Thank you.

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