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Richard, Engineer
Category: Electronics
Satisfied Customers: 43344
Experience:  Electronics Engineer
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I have a Samsung Galaxy S5 phone. I bought a screen guard,

Customer Question

I have a Samsung Galaxy S5 phone. I bought a screen guard, As a result the guard wouldnt accept my fingerprint id and then i forgot my pw. How can i get my phone back in use without losing all the set up contacts etc?
Submitted: 3 years ago.
Category: Electronics
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is ***** ***** I look forward to assisting you.
Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.
If you take the screen guard off, can you then get it to accept your fingerprint as I wont mislead you but the alternative is a reset. There is no way around this. The S2 had a bug to do this, but since then there is no option to bypass the security.
But can't you get your fingerprint read if you take off the screen guard?
Please let me know
Customer: replied 3 years ago.

I took the screen guard off, it went to alternative password ***** but will not return to fingerprint swipe.

Expert:  Richard replied 3 years ago.
ok, this is your gmail password ***** used when you set up the phone.
We cant reset this, it has to be the one you have currently.
Any chance you can remember this Wendy?
Customer: replied 3 years ago.

As far as I knew, I was using a 4 digit code that i had set as my alternative password, but are you saying it could be my gmail pw? I know that.

Expert:  Richard replied 3 years ago.
yes, try this please and let me know if it accepts it please.
Customer: replied 3 years ago.

i Just tried, it didnt work

Expert:  Richard replied 3 years ago.
ok, we have to reset it Wendy.
I know you do not want to, but it is the whole reason for this security.
But, if you enabled the Gmail account, there is a good chance your contacts are backed up online.
Emails are safe
To do the reset
Turn the Galaxy S5 off.
Now press and hold the Volume up button, the Home button, and the Power button together until you see the Android on screen.
Now use Volume down to highlight the wipe data/factory reset option and press the Power button to select it.
Use Volume down again to highlight Yes – delete all user data and press Power to select it.
Wait until you see the reboot system now option and then use the Power button to select it.
When the S5 restarts it should be completely wiped and ready to set up again.
Its the only way to get it working sorry.
Let me know the results please
Customer: replied 3 years ago.

Am I going to lose all my notes and diary entries as well as photographs?

Expert:  Richard replied 3 years ago.
If they were not backed up and the photos are not on the SD card, then yes sorry Wendy.
Customer: replied 3 years ago.

Before I absolutely have to do this, can you tell me, what is the criteria for setting up alternative passwords? maybe if I know what the instructions are I may remember what it is I set.

Expert:  Richard replied 3 years ago.

To write it down Wendy.

Thats the most important thing to do. Else you get into this situation.