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Anonymous
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Samsung S7 start up

hello please can someone help as 02 cant

I received a replacement phone for my samsung s7 and the phone o2 have sent me does not allow me to get past the google email and password. it seems to be attached to the previous owner

 i have reset this but still does not work any help?

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Posts: 95,377
Topics: 543
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Registered: ‎04-04-2012

Re: Samsung S7 start up

Have you done a factory reset by holding Vol Up+Home+Power and booting into recovery menu?
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Posts: 13,233
Topics: 80
Registered: ‎14-01-2014

Re: Samsung S7 start up

It's the newer Knox anti theft block @MI5
On setting up you are given the option of "prevent new sim on reset by requesting account password" or something like that.
Obviously if O2 had checked the device, this S7 would have shown this on their assessment.
@Anonymous
It needs to go back to O2 to be replaced again if the security lock is active.
Call 202 and ask returns. They may be busy as telephone services are stretched at the moment because of the new Note7.
They may say it needs repairing, but not this soon after replacement, it should be a swap.



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Posts: 95,377
Topics: 543
Solutions: 12,090
Registered: ‎04-04-2012

Re: Samsung S7 start up

Ah I see, cheers Smiley Happy
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Posts: 13,233
Topics: 80
Registered: ‎14-01-2014

Re: Samsung S7 start up

Correction:
It's done through Google and not Knox.
It "presents factory reset by unauthorised user."



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Posts: 95,377
Topics: 543
Solutions: 12,090
Registered: ‎04-04-2012

Re: Samsung S7 start up

Lockwatch does that but you can clear it (with password) whilst doing the reset, not after when the phone boots up - that's gonna cause no end of problems!
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Posts: 13,233
Topics: 80
Registered: ‎14-01-2014

Re: Samsung S7 start up

Yup,
Z4/Z5 premium had it too if you activated Xperia protection on initial install.
It would show up the password screen after the reset, if you look at eBay, loads of locked out models.



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Posts: 13,233
Topics: 80
Registered: ‎14-01-2014

Re: Samsung S7 start up

I'm guessing this is what the op is seeing.

2aaes88.jpg

 

It seems the folk at xda are not too keen on this kind of thing tho and googling "Google account lock" yields some very positive results.

Hint# it can now be bypassed....




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Posts: 95,377
Topics: 543
Solutions: 12,090
Registered: ‎04-04-2012

Re: Samsung S7 start up

Could be worth looking into then Smiley Wink
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)