Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****
Nice to meet you, *****!
Then we need to do a factory reset, but it means that all your data will be deleted
Are you ready to do it?
Then we need to do a factory reset, but it means that all your data will be deleted
Are you ready to do it?
Customer Reply
YES I KNOW BUT I NEED TO BE ABLE TO USE MY PHONE.
I'M READY
DO YOU NEED MY REFERENCE NUMBER?
I'M READY
DO YOU NEED MY REFERENCE NUMBER?
No, thank you
Customer Reply
I CAN STILL TAKE CALLS BUT CAN'T DO ANYTHING ELSE
I appreciate your details, your instruction is almost done, one more second, please
Customer Reply
OK
1. First, please, turn off your phone. Then press and hold the Volume Up simultaneously. Wait for the OS to run.
2. From the Installing System Update screen, use the Volume Up/Down button to move and the power button to select the Wipe Data/Factory Reset option.
3. Select YES to delete all user data then wait for a few minutes to complete the factory data reset process. Reboot the device and then you can go on the setup process if needed.
Below I attach a screenshot of how it looks:
2. From the Installing System Update screen, use the Volume Up/Down button to move and the power button to select the Wipe Data/Factory Reset option.
3. Select YES to delete all user data then wait for a few minutes to complete the factory data reset process. Reboot the device and then you can go on the setup process if needed.
Below I attach a screenshot of how it looks:
Customer Reply
DO I HOLD BOTH DOWN?
Yes, exactly
Customer Reply
IT POWERED BACK UP
Okay
Follow the instruction upper, please 👆
Follow the instruction upper, please 👆
Customer Reply
NO OS. BROUGHT MY HOME SCREEN BACK UP
ITS NOT LETTING ME SHUT POWER OFF
ITS NOT LETTING ME SHUT POWER OFF
Have you pressed and hold the Volume Up, Power and Home/Bixby buttons simultaneously?
Customer Reply
YES
Just turn it off like you always did, please
Customer Reply
OK NOW ITS STARTING TO POWE BACK UP
NOW BACK TO MY HOME SCREEN
NOW BACK TO MY HOME SCREEN
So you don`t see Installing System Update screen, right?
Customer Reply
NO
Okay
Could you connect your phone to the computer, please?
Could you connect your phone to the computer, please?
Customer Reply
YES JUST A MIN
Sure, take your time
Customer Reply
OK ITS PLUGGED IN
Okay, please, hold the volume down and power buttons
Till your screen turns off
When the screen turns off, release the volume down key and while holding the power button, press and hold the volume up button.
HardReset.info: Release the held buttons when the SAMSUNG logo appears. The recovery mode menu will appear after a while.
Till your screen turns off
When the screen turns off, release the volume down key and while holding the power button, press and hold the volume up button.
HardReset.info: Release the held buttons when the SAMSUNG logo appears. The recovery mode menu will appear after a while.
Customer Reply
DO YOU WANT ME TO POWER OFF ? I DID AND MY LOCK SCEERN COMES BACK UP
You need to do these steps quickly one after another:
1. Hold the volume down and power buttons till your screen turns off
2. When the screen turns off, release the volume down key and while holding the power button, press and hold the volume up button.
3. Release the held buttons when the SAMSUNG logo appears. The recovery mode menu will appear after a while.
1. Hold the volume down and power buttons till your screen turns off
2. When the screen turns off, release the volume down key and while holding the power button, press and hold the volume up button.
3. Release the held buttons when the SAMSUNG logo appears. The recovery mode menu will appear after a while.
Customer Reply
ITS MY LOCK SCREEN EVERYTIME I POWER IT OFF
Does the screen go off when you hold the volume down and power buttons?
Customer Reply
OK LOGO
Perfect!
Did the recovery mode menu appear?
Did the recovery mode menu appear?
Customer Reply
NOW ITS BACK TO MY LOCK SCREEN
So, let's begin from the start
Does the screen go off when you hold the volume down and power buttons?
Does the screen go off when you hold the volume down and power buttons?
Customer Reply
ITS OFF
LOGO JUST CAME UP
LOCK SCREEN UP
LOGO JUST CAME UP
LOCK SCREEN UP
Between these steps, you need to hold the power button all the time, don`t release it, please
Just change the volume down key to the volume up button, but continue to hold the power button
1. Hold the volume down and power buttons till your screen turns off
2. When the screen turns off, release the volume down key and while holding the power button, press and hold the volume up button.
Just change the volume down key to the volume up button, but continue to hold the power button
1. Hold the volume down and power buttons till your screen turns off
2. When the screen turns off, release the volume down key and while holding the power button, press and hold the volume up button.
Customer Reply
WHEN THE LOGO COMES UP AND I CAN POWER OFF OR RESET. WHAT DO YOU WANT ME TO CLICK ON
Tap "Reset", please
Customer Reply
OK I KNOW HAVE A BLUE SCREEN WITH CUSTOM OS
Perfect!
Customer Reply
OK LOGO OIUP
Please, go to Wipe data/factory reset and press power key to select.
And then choose Factory data reset
When the procedure is complete, use the Reboot system to turn on the device.
And then choose Factory data reset
When the procedure is complete, use the Reboot system to turn on the device.
Customer Reply
I HELD VOLUME UP BLUE SCREEN UP NOW THERES IT SAYS DOWNLOADINHG
Have you seen the option Wipe data/factory reset?
Customer Reply
NO
Tell me what you see when the downloading is over, please
Customer Reply
I JUST HIT RESET ON THEV LOGO AND MY SCREEN WENT BLACK
PUSH POWER BUTTON AND MY LOCK SCREEN COMES BACK UP
PUSH POWER BUTTON AND MY LOCK SCREEN COMES BACK UP
*****, please, try it one more time, carefully following the instruction:
Between these steps, you need to hold the power button all the time, don`t release it, please
Just change the volume down key to the volume up button, but continue to hold the power button
1. Hold the volume down and power buttons till your screen turns off
2. When the screen turns off, release the volume down key and while holding the power button, press and hold the volume up button.
Between these steps, you need to hold the power button all the time, don`t release it, please
Just change the volume down key to the volume up button, but continue to hold the power button
1. Hold the volume down and power buttons till your screen turns off
2. When the screen turns off, release the volume down key and while holding the power button, press and hold the volume up button.
Customer Reply
MY AIRPLANE MODE IS ON IN MYN PULL DOWN SCREEN AND I CANT GET IT TURNED OFF
It doesn`t matter
Customer Reply
NOW I HAVE A BLACK SCREEN IT SAYS ANDROID RECOVERY
Do you see options there?
Customer Reply
IT SAYS REBOOT SYSTEM NOW.
You need to find Wipe data/factory reset
Or Factory data reset
Or Factory data reset
Customer Reply
OK I DID THAT NOW HOW DO I CHOOSE IT
HOLD DOWN POWER BUTTON?
HOLD DOWN POWER BUTTON?
Press power key to select.
Customer Reply
I DID
What is happening now?
Customer Reply
NOW MY PHONE SHUT OFF
Is it loading or something?
Customer Reply
NO, IM STILL TRYING TO GET IT OFF BLUE SCREEN, MY SONS HERE NOW I WILL HAVE HIM DO IT
What do you mean "GET IT OFF BLUE SCREEN"?
Could you describe, please, what you see now on the screen?
Could you describe, please, what you see now on the screen?
Customer Reply
GIVE ME ONE MIJN
MUNUTE
MUNUTE
Okay, sure, take your time
Customer Reply
I THINK I GOT IT.
ITS RESTARTING NOW
ITS RESTARTING NOW
Okay, perfect!
Tell me when it ends, please
Tell me when it ends, please
Customer Reply
10-4
Could you specify, please, what are these numbers?
Customer Reply
THATS JUST ME SAYING OK
Oh, got it ☺️
Customer Reply
ITS DONE
Perfeeeect!
Is everything clear now?
Is everything clear now?
Customer Reply
THANK YOU VERY MUCH IT IS
I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?
Customer Reply
I SHOULD BE GOOD
I am so pleased to see your issue got resolved!
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