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michelleclive
michelleclive, Customer Service
Category: Electronics
Satisfied Customers: 8714
Experience:  Working as a manager in a tech support company and i have an experience of 8 years and more in electronics device.
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My partner has a Huawei p30 pro that he has had for 3 years.

Customer Question

Hello, my partner has a Huawei p30 pro that he has had for 3 years. In the last 24 hours the phone keeps locking him out after entering the correct pin first time. It does not recognise his biometrics either. He has not changed his usual pin or any settings
JA: When were you last able to use your BenQ phone?
Customer: about 9 hours ago, before bed. It happened before bed and this morning
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 we wanted to avoid this! We are confused as to why it would do this all of a sudden?
JA: Anything else you want the Smartphone Expert to know before I connect you?
Customer: can it definitely be restored?
Submitted: 9 days ago.
Category: Electronics
Expert:  michelleclive replied 9 days ago.

Hello and welcome to JustAnswer. I'm Michelle and I will try my best to assist you.

Customer: replied 9 days ago.
Hello
Expert:  michelleclive replied 9 days ago.

As I understand, the biometrics are not getting recognised on the huaweip30 as well as the pin. Is that correct?

Customer: replied 9 days ago.
that’s correct. This only happened last night and it locked him out and then again this morning
Expert:  michelleclive replied 9 days ago.

Right now are you bale to unlock the phone or is it locked?

Customer: replied 9 days ago.
It locks him out for 60 minutes first try
Customer: replied 9 days ago.
It’s locked
Expert:  michelleclive replied 9 days ago.
Does it unlock on the 2nd try?

Customer: replied 9 days ago.
It doesn’t give a second try
Customer: replied 9 days ago.
It is locked
Expert:  michelleclive replied 9 days ago.

Is the data on the phone backed up?

Customer: replied 9 days ago.
He has also tried to restart it
Customer: replied 9 days ago.
The first time it happened it locked him out while he was already using it
Expert:  michelleclive replied 9 days ago.

This could be due to possible corruption is the android files on the phone.

The phone would need to be factory reset

With a factory reset the phone rolls back to original condition and you have to set it up again.

Customer: replied 9 days ago.
Then he tried again after 60 mins and it would not recognise his pin or biometrics. He tried again this morning and it locked him out for another 60 mins immediately after trying once
Customer: replied 9 days ago.
Will all data be lost or can in be recovered?
Expert:  michelleclive replied 9 days ago.

Data will be lost. If he has created a backup somewhere the backup can be restored back on the phone.

Customer: replied 9 days ago.
It is backed up on google drive
Customer: replied 9 days ago.
How does he do a factory reset?
Expert:  michelleclive replied 9 days ago.

Follow the below steps to run a factory reset

Press and hold the Volume Up button and the Power button. Once the startup screen appears, release the Power button, and 3 seconds later release the Volume Up button. Your phone will enter recovery mode. Use the Volume buttons or touch the screen to select Wipe data/factory reset.

Customer: replied 9 days ago.
Is there anything we can do in safe mode?
Customer: replied 9 days ago.
I am following factory reset
Expert:  michelleclive replied 9 days ago.

ok

Customer: replied 9 days ago.
Ok reset is successful but then it goes back to start up screen
Customer: replied 9 days ago.
Do I wipe cache partition?
Expert:  michelleclive replied 9 days ago.

what options you have on screen

Customer: replied 9 days ago.
Factory reset, wipe cache partition or ‘back’
Expert:  michelleclive replied 9 days ago.

choose factory reset

Customer: replied 9 days ago.
I have already done it twice!
Customer: replied 9 days ago.
I am asking what to do next
Customer: replied 9 days ago.
We have selected back. Sorry he is extremely late for work so we need to do this quicker
Expert:  michelleclive replied 9 days ago.

After factory reset the phoine should automatically start up with a screen for setting up phone.

since that did not show up, you can attempt a factory reset once more followed by wipe cache option

but if still it does not progress, you need to get it checked at a service center for a possible hardware fault

Customer: replied 9 days ago.
Ok we had to just pick an option as we didn’t get a response in time so it is probably wrong
Customer: replied 9 days ago.
Ok thanks
Expert:  michelleclive replied 9 days ago.

no problems you can try once more when you have time

Customer: replied 9 days ago.
Seems to be ok. Thank you, ***** ***** good day
Expert:  michelleclive replied 9 days ago.

You are welcome.