Galaxy S5 - Locked out after reset

[Anonymous]

I factory reset my S5 using the recovery menu to try and fix battery drain issues after upgrading to Marshmallow, however after reset it asked me to enter my Samsung account details due to "Abnormal factory reset" to prove I was the device owner.

After entering the correct details, it then gives me the message "Processing failed" and won't continue.

My account details are definitely correct (changing the password by one character gives a different message), and I've never logged into the phone using any other Samsung account. I've had the phone since new.

Is there any way to regain entry? I can log into the Samsung portal on my computer.

[Cleoriff]

I'll tag our Samsung expert @MI5 to answer this one @Anonymous....

[MI5]

Go into the bootloader menu (vol up + Home from off) and reset it from there again.

[Anonymous]

Yes, tried that.

[Anonymous]

I've also tried changing my password on the portal, still the same message when I enter the same password on the phone.

[MI5 · Accepted solution]

I'd suggest calling Samsung then 0330 SAMSUNG (726 7864)
Did you have any security software installed like AVG or Lockwatch etc.....?

[Anonymous]

No, nothing installed like that.

[MI5]

OK, that's good - should be straightforward for Sammy to resolve for you then.

[Anonymous]

Thanks. I'll try those first. I won't try this yet, but is there a way to flash a Lollipop stock ROM onto it again without invalidating the warranty?

[MI5]

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@Anonymous wrote:
I won't try this yet, but is there a way to flash a Lollipop stock ROM onto it again without invalidating the warranty?

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Yes there is. As long as you flashh the same or newer ROM, your warranty will be fine.