topic Re: help please! in Android

help please!

charlie13 — Tue, 18 Sep 2018 09:30:59 GMT

hi,

ive just been sent a samsung j5, used to have a htc, and i cant get it working.

ive put the microsim in but when i turn it on it says i need to insert sim. Also, i cant get through the set up, ive put my details in to sync to google (definitely all correct details, ive checked on other devices) but it comes up saying "this device was reset. to continue sign in with a google account that was previously synced to this device" 😕

can anyone help?

Re: help please!

Cleoriff — Tue, 18 Sep 2018 09:48:11 GMT

@charlie13First question to ask is, where did you get the phone from?

Re: help please!

charlie13 — Tue, 18 Sep 2018 09:51:42 GMT

from O2, they sent it when my old one went for repairs.

think ive figured out the sim card problem, think i have a nano, not a micro. x

Re: help please!

Cleoriff — Tue, 18 Sep 2018 09:56:21 GMT

@charlie13I was about to say that. The J5 needs a micro. If you are near to an O2 store just pop in and get a new one or order online. You could even ring customer services and order one https://www.o2.co.uk/contactus

Re: help please!

charlie13 — Tue, 18 Sep 2018 09:55:20 GMT

cool, will that solve the problem with signing into google too or is that a seperate issue? x

Re: help please!

Cleoriff — Tue, 18 Sep 2018 09:58:22 GMT

@charlie13 wrote:
cool, will that solve the problem with signing into google too or is that a seperate issue? x

If you have the correct sim, everything should be able to be transferred over with no problems.

Re: help please!

MI5 — Tue, 18 Sep 2018 10:00:21 GMT

@charlie13 wrote:
cool, will that solve the problem with signing into google too or is that a seperate issue? x

No, it won't I'm afraid.

It has factory reset protection enabled and the only way to clear this is to login with the previous owners Google account details.

If this is a replacement from O2, send it back as it's no use to you at all in it's current state.

Re: help please!

Cleoriff — Tue, 18 Sep 2018 10:07:39 GMT

Ah yes @charlie13 I forgot the first part of your post. Obviously the phone belonged to someone else and is asking for their sign in details. That's a problem and as said by @MI5, is no good to you at all.

Couldn't the op do a master reset themselves @MI5?

Re: help please!

charlie13 — Tue, 18 Sep 2018 10:07:09 GMT

hmm, ill have to get on to customer services then. Thank you all very much for your help xxx

Re: help please!

MI5 — Tue, 18 Sep 2018 10:11:13 GMT

@Cleoriff wrote:

Couldn't the op do a master reset themselves @MI5?

It will still keep asking for the original Google details no matter how many times it's reset.

It's part of the theft prevention protection.

The previous owner should have signed out of their Google account first before resetting to get round it.

Re: help please!

Cleoriff — Tue, 18 Sep 2018 10:16:55 GMT

Oh thanks for that. No doubt O2 should have checked as well before selling it on

Re: help please!

MI5 — Tue, 18 Sep 2018 10:20:02 GMT

Schoolboy error.