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MY PHONE SAMSUNG S21 IS LOCKED AND I CAN'T UNLOCK IT
Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
*****
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?
YES I KNOW BUT I NEED TO BE ABLE TO USE MY PHONE.
I'M READY
DO YOU NEED MY REFERENCE NUMBER?
No, thank you
I CAN STILL TAKE CALLS BUT CAN'T DO ANYTHING ELSE
I appreciate your details, your instruction is almost done, one more second, please
OK
- First, please, turn off your phone. Then press and hold the Volume Up simultaneously. Wait for the OS to run.
- 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.
- 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:
DO I HOLD BOTH DOWN?
Yes, exactly
IT POWERED BACK UP
Okay
Follow the instruction upper, please 👆
NO OS. BROUGHT MY HOME SCREEN BACK UP
ITS NOT LETTING ME SHUT POWER OFF
Have you pressed and hold the Volume Up, Power and Home/Bixby buttons simultaneously?
YES
Just turn it off like you always did, please
OK NOW ITS STARTING TO POWE BACK UP
NOW BACK TO MY HOME SCREEN
So you don`t see Installing System Update screen, right?
NO
Okay
Could you connect your phone to the computer, please?
YES JUST A MIN
Sure, take your time
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.
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:
- 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.
- Release the held buttons when the SAMSUNG logo appears. The recovery mode menu will appear after a while.
ITS MY LOCK SCREEN EVERYTIME I POWER IT OFF
Does the screen go off when you hold the volume down and power buttons?
OK LOGO
Perfect!
Did the recovery mode menu appear?
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?
ITS OFF
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
- 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.
WHEN THE LOGO COMES UP AND I CAN POWER OFF OR RESET. WHAT DO YOU WANT ME TO CLICK ON
Tap "Reset", please
OK I KNOW HAVE A BLUE SCREEN WITH CUSTOM OS
Perfect!
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.
I HELD VOLUME UP BLUE SCREEN UP NOW THERES IT SAYS DOWNLOADINHG
Have you seen the option Wipe data/factory reset?
NO
Tell me what you see when the downloading is over, please
I JUST HIT RESET ON THEV LOGO AND MY SCREEN WENT BLACK
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
- 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.
MY AIRPLANE MODE IS ON IN MYN PULL DOWN SCREEN AND I CANT GET IT TURNED OFF
It doesn`t matter
NOW I HAVE A BLACK SCREEN IT SAYS ANDROID RECOVERY
Do you see options there?
IT SAYS REBOOT SYSTEM NOW.
You need to find Wipe data/factory reset
Or Factory data reset
OK I DID THAT NOW HOW DO I CHOOSE IT
HOLD DOWN POWER BUTTON?
Press power key to select.
I DID
What is happening now?
NOW MY PHONE SHUT OFF
Is it loading or something?
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?
GIVE ME ONE MIJN
MUNUTE
Okay, sure, take your time
I THINK I GOT IT.
ITS RESTARTING NOW
Okay, perfect!
Tell me when it ends, please
10-4
Could you specify, please, what are these numbers?
THATS JUST ME SAYING OK
Oh, got it ☺️
ITS DONE
Perfeeeect!
Is everything clear now?
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?
I SHOULD BE GOOD
I am so pleased to see your issue got resolved!
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