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.

[Anonymous]

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@MI5 wrote:

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

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

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

[MI5]

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.

[Anonymous]

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?

[MI5]

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

[Anonymous]

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.

[MI5]

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

[Anonymous]

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.

[MI5]

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

[Anonymous]

You were right, it was 24 months.

[MI5]

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