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Richard
Richard, Engineer
Category: Electronics
Satisfied Customers: 62060
Experience:  Electronics Engineer
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I can’t open my smartphone (which is fairly new and I admit

Customer Question

I can’t open my smartphone (which is fairly new and I admit to not using much). It is asking for a PIN number which I just can’t remember. How do I. Get access, please?
JA: When were you last able to use your phone?
Customer: I got it early November. I remember taking some photos at Christmas.
JA: Have you tried a Factory Reset? This will erase the phone's contents, but the Smartphone Expert can walk you through restoring your photos, contacts and other data from a backup (if you have one).
Customer: No. I’m 78 years old and not very technically minded, so would be frightened to try in case I messed everything up. Normally, my daughter would help. I don’t think I have a backup.
JA: Anything else you want the Smartphone Expert to know before I connect you?
Customer: Don’t think so, thanks.
Submitted: 17 days ago.
Category: Electronics
Expert:  Richard replied 17 days ago.

Hi there and welcome to Just Answer, my name is Richard and 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 on the phone until you see a menu and choose power off.
Then power on the phone and tell me how it now functions.
Thank you

Customer: replied 17 days ago.
OK
Expert:  Richard replied 17 days ago.

Thanks

Customer: replied 17 days ago.
I find the answer boxes are jumping around
Expert:  Richard replied 17 days ago.

I am sorry to hear that.

Let me know how you go please

Customer: replied 17 days ago.
I can give you my mobile number, if that would help. It’s 07418090133
Expert:  Richard replied 17 days ago.

it is not needed, please complete the instructions I gave you and let me know the results.

Customer: replied 17 days ago.
I hear a sound on my mobile but pressing the green phone icon does nothing
Customer: replied 17 days ago.
What instructions were they.
Expert:  Richard replied 17 days ago.

Can you please hold the power button on the phone until you see a menu and choose power off.
Then power on the phone and tell me how it now functions.
Thank you

Customer: replied 17 days ago.
Is that the green icon on my mobile phone?n
Expert:  Richard replied 17 days ago.

The power button is on the side of the phone, the button that turns the phone off and on.

Customer: replied 17 days ago.
I don’t understand what you want me to do.
Customer: replied 17 days ago.
Are you still there?
Expert:  Richard replied 17 days ago.

what step of my instructions do you now understand?

Customer: replied 17 days ago.
I’ve pressed the button on the side and then pressed the power off button
Customer: replied 17 days ago.
What do I do now?
Customer: replied 17 days ago.
I heardabuzz on my mobile. How do I respond to this
Customer: replied 17 days ago.
You seem to have gone. Is that so.
Expert:  Richard replied 17 days ago.

You press and hold the power button until you see a menu and choose power off.
Then power on the phone and tell me how it now functions.
Thank you

Customer: replied 17 days ago.
I pressed power off, then pressed restart but nothing happened. Would it not be possible to get a new pin and try to enter that?
Expert:  Richard replied 17 days ago.

Which model phone do you have?

Customer: replied 17 days ago.
Can you still follow me
Customer: replied 17 days ago.
I’m not sure as I can’t find any of the original paperwork.
Expert:  Richard replied 17 days ago.

The ONLY way to remove the lock is to reset the device , which results in the data being removed from it. Its the whole point to the Pin, its there to protect the data.

 

 

 

I am sorry but you will need to reset the device, this will remove the data but you cannot avoid this sorry.

 

 

 

To do this

 

 

 

Go to http://android.com/devicemanager

 

 

 

Sign in with the account you used on the device

 

 

 

Choose Erase

 

 

 

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 device

 

 

 

Let me know how you go please

Customer: replied 17 days ago.
I bought it at Curry’s with Carphone Warehouse at the Capitol Centre Preston about November 2019
Customer: replied 17 days ago.
Will it help me to set up again
Expert:  Richard replied 17 days ago.

yes, let me know how you go please