topic Re: Galaxy S5 - Locked out after reset in Android

Galaxy S5 - Locked out after reset

Anonymous — Sun, 05 Jun 2016 20:21:30 GMT

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.

Re: Galaxy S5 - Locked out after reset

Cleoriff — Sun, 05 Jun 2016 20:21:36 GMT

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

Re: Galaxy S5 - Locked out after reset

MI5 — Sun, 05 Jun 2016 20:28:08 GMT

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

Re: Galaxy S5 - Locked out after reset

Anonymous — Sun, 05 Jun 2016 20:31:06 GMT

Yes, tried that.

Re: Galaxy S5 - Locked out after reset

Anonymous — Sun, 05 Jun 2016 20:35:09 GMT

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

Re: Galaxy S5 - Locked out after reset

MI5 — Sun, 05 Jun 2016 20:38:52 GMT

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

Re: Galaxy S5 - Locked out after reset

Anonymous — Sun, 05 Jun 2016 20:46:11 GMT

No, nothing installed like that.

Re: Galaxy S5 - Locked out after reset

MI5 — Sun, 05 Jun 2016 20:48:34 GMT

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

Re: Galaxy S5 - Locked out after reset

Anonymous — Sun, 05 Jun 2016 22:25:14 GMT

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?

Re: Galaxy S5 - Locked out after reset

MI5 — Sun, 05 Jun 2016 22:36:06 GMT

@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?

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

Re: Galaxy S5 - Locked out after reset

Anonymous — Mon, 06 Jun 2016 07:06:09 GMT

@MI5 wrote:

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

To clarify, newer than the original one that came with the phone?

Should I use Odin for this, or can I use Smart Switch?

Re: Galaxy S5 - Locked out after reset

MI5 — Mon, 06 Jun 2016 07:42:34 GMT

If firmware recovery will work in smartswitch you can do it that way, but if not it must be Odin.
Newer means newer than the currently installed ROM, ie, not downgrading the firmware.

Re: Galaxy S5 - Locked out after reset

Anonymous — Mon, 06 Jun 2016 09:25:52 GMT

Ah - I was wondering whether to go back to the previous firmware when the device lock was set to see if it'll unlock then. I'm guessing this will increase the Knox counter?

Re: Galaxy S5 - Locked out after reset

MI5 — Mon, 06 Jun 2016 09:36:01 GMT

Yes, if you try and go backwards, knox will be tripped.

Re: Galaxy S5 - Locked out after reset

Anonymous — Mon, 06 Jun 2016 10:28:13 GMT

Thanks for all your help and advice @MI5.

@Cleoriff too.

I just found out that the warranty was only 12 months, so I probably don't have that to worry about anymore.

Re: Galaxy S5 - Locked out after reset

MI5 — Mon, 06 Jun 2016 10:56:43 GMT

Was it a refurbished phone then?
Samsung give 2 years on new devices.

Re: Galaxy S5 - Locked out after reset

Anonymous — Mon, 06 Jun 2016 11:21:09 GMT

No, new.

I thought that too, however it is a work phone and our office manager informs me that there were only 12 months of warranty provided.

Re: Galaxy S5 - Locked out after reset

MI5 — Mon, 06 Jun 2016 11:25:11 GMT

Never heard of that before.
I'd still check with Samsung first before flashing it though.

Re: Galaxy S5 - Locked out after reset

Anonymous — Thu, 09 Jun 2016 15:06:43 GMT

You were right, it was 24 months.

Re: Galaxy S5 - Locked out after reset

MI5 — Thu, 09 Jun 2016 15:32:47 GMT

Good news - so hopefully they are sorting it for you?