How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • Go back-and-forth until satisfied
    Rate the answer you receive.
Ask Richard Your Own Question
Richard
Richard, Engineer
Category: Electronics
Satisfied Customers: 56886
Experience:  Electronics Engineer
32989067
Type Your Electronics Question Here...
Richard is online now

Andres, tablet (Samsung S3) updated this morning and now I

This answer was rated:

Hello Andres, tablet (Samsung S3) updated this morning and now I can't unlock it.
JA: When did you last change the password ***** passcode to your device?
Customer: don't know, but I use the fingerprint grid to unlock
JA: Is there a Gmail address linked to your device?
Customer: it's deetes***@******.***
JA: Anything else you want the Android Expert to know before I connect you?
Customer: After the update was changed the wrong date/time appeared.

Hi there and welcome to Just Answer, my name is ***** ***** I look forward to helping you.

I’m sorry to hear you're having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly.

Can you please hold the power button till you see a menu and choose power off.

Then power it on and tell me how it now functions.

Thank you

Customer: replied 10 days ago.
it won't power off and it's in safe mode
Customer: replied 10 days ago.
No just type me the answer

Thank you

If you hold volume down and power for 15 seconds, does it power off?

Customer: replied 10 days ago.
it re-booted
Customer: replied 10 days ago.
I still cannot use the unlock pattern

the ONLY way to remove the pin is to reset the unit, which results in the data being removed from it

There is no way around this sorry, to do this.

Go to http://android.com/devicemanager

Sign in with the account you used on the phone

Choose Erase phone

It will reset so you can set it up again

I then advise you install the app Dropbox on your phone as this will then backup your photos, films and files online so you can avoid losing this in the future.

You can also check if your photos where backed up on this link

http://photos.google.com

Just make sure to sign in with the same account you used on the phone

Let me know how you go please

Customer: replied 10 days ago.
Can't get it to reset

Which step do you get stuck on?

Customer: replied 10 days ago.
Held power, volume up and home button. Won't go to reboot menu

Ok, it seems you missed my last message, no problem, I will repeat it again.

the ONLY way to remove the pin is to reset the unit, which results in the data being removed from it

There is no way around this sorry, to do this.

Go to http://android.com/devicemanager

Sign in with the account you used on the phone

Choose Erase phone

It will reset so you can set it up again

I then advise you install the app Dropbox on your phone as this will then backup your photos, films and files online so you can avoid losing this in the future.

You can also check if your photos where backed up on this link

http://photos.google.com

Just make sure to sign in with the same account you used on the phone

Let me know how you go please

Customer: replied 10 days ago.
Ok. I'll try that. Cheers

Thank you

Richard and other Electronics Specialists are ready to help you