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nathan_mills
nathan_mills, Customer Service
Category: Electronics
Satisfied Customers: 671
Experience:  Efficient Technician with more than 30 years of Experience.
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My xperia5 phone is locked and every time I draw the pattern

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my xperia5 phone is locked and every time I draw the pattern that it should be, it won't unlock

Hi Donna. Welcome to justanswer.

Have you tried restarting the phone?

Customer: replied 1 year ago.
I can't do anything with it. I have turned it off and on several times, but then it asks me to draw my 'unlock' pattern, which I do, but it keeps saying it is the wrong pattern, and I can't access anything on me phone, unless I can draw the pattern

Do you see a forgot pattern option?

Does your phone have a google/gmail account synced with it?

Customer: replied 1 year ago.
It does, and I have tried to do the 'lock' thing so that it had a pin instead of drawing a pattern, but it hasn't worked

CLICK HERE and log in with your gmail account

Customer: replied 1 year ago.
I just tried to lock it, but it said that google already identified that it had a password, so a new one wasn't needed

Restart the phone and try to unlock once again

Customer: replied 1 year ago.
okay
Customer: replied 1 year ago.
it just comes up with drawing the pattern, no option to do anything else

Draw the pattern once again

Customer: replied 1 year ago.
It says incorrect pattern

Press the power button, does the option to Restart phone comes?

Customer: replied 1 year ago.
Customer: replied 1 year ago.
actually at the moment it comes with swipe up or down to unlock
Customer: replied 1 year ago.
when you say restart, do you mean power on/off

Touch and hold the Restart option and tell me do you get the option to boot the phone in safe mode

Yes

Customer: replied 1 year ago.
now, power off or restart

Try to touch and HOLD Power off

Customer: replied 1 year ago.
sorry, I meant no, just power off or

Power off

Customer: replied 1 year ago.
it says reboot to safe mode
Customer: replied 1 year ago.
do I do that

Yes

Customer: replied 1 year ago.
okay, just pressed yes, waiting now

The phone will boot now in safe mode

Customer: replied 1 year ago.
what does that mean

Safe mode means that the phone will have no external apps now in this mode. Just to check if any app is causing this issue

Customer: replied 1 year ago.
it has come up with safe mode on the screen, but I still have to draw the pattern

Draw the pattern now

Customer: replied 1 year ago.
still says incorrect pattern

That means you have to format the phone now. It is the only way

Customer: replied 1 year ago.
how do I do that

Turn off the phone. But it will wipe all the data from the phone memory

Customer: replied 1 year ago.
what will I lose

The contacts, apps and other data stored in your phone

Customer: replied 1 year ago.
is there no other way

When you click forgot pattern, does the option to enter google account details comes up?

Customer: replied 1 year ago.
I haven't had an option to click forgot patter

Draw the wrong pattern 5-6 times

Customer: replied 1 year ago.
it just says you have drawn pattern incorrectly, try again in 30 seconds

Then formatting is the only option

Customer: replied 1 year ago.
I need to turn it off

Yes

Then hold and press together Power button + Volume Up + Camera key for about few seconds, or until you see menu of your screen.

Now you will see Factory reset menu.

From this menu choose option Erase everything.

Done!

Customer: replied 1 year ago.
I just turned itself off when I held all those buttons

First turn it off and then follow the steps I provided above.

Customer: replied 1 year ago.
it just vibrates, then nothing

If this doesn`t work then I am providing you a link where other ways o format the phone are given. Just follow any of them and your phone will become as brand new. After that log in with your gmail account details to get your data back

CLICK HERE FOR OTHER METHODS TO FORMAT

Please click the above 5 stars to rate the chat positively.

Customer: replied 1 year ago.
when my phone restarted (I haven't reformatted it), it comes up with powered by android which it never did before, and the start up screen is different
Is it asking for pattern?
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