Please help us improve our website

Take our customer survey to evaluate your visit.

It should only take a few minutes to answer five quick questions. Just click the Launch survey button at the end of your visit to begin.

Showing results for 
Search instead for 
Do you mean 
Announcements

What do you think about our community?

Take a moment and share your thoughts around this community by doing this short survey.

Reply
Anonymous(anon)
Posts: 0

Screen Lock password forgotten - how to Factory Reset?

Hello my XPeria Play somehow activated the screen lock in my Pocket (it´s true!). How can I either recover it or do a factory reset?

Regards

Ben

Trustee
Annie
Posts: 433
Registered: ‎2010-12-16

Re: Screen Lock password forgotten - how to Factory Reset?

Hi Ben,

To unlock the pattern screen lock without signing in with your Google account. Repair your phone software.  

1. Download PC Companion:

WHEN DOWNLOADING PC COMPANION PLEASE DISABLE FIREWALL AND SPYWARE:  

http://www.sonyericsson.com/cws/support/softwaredownloads/detailed/pccompanion/xperiax10us?cc=us&lc=...AFTER DOWNLOADING RESTART COMPUTER

  ( If it is the first time using this program, only two options will be displayed- Media go + Support zone)

2. Select > Support Zone - select Start .

3. Two screens will appear - software update + support zone online

4. Select > Software Update ( Start )

A screen will pop up displaying " Couldn't find the phone" - look for " Repair" highlighted in blue on that pop up. And select it.

5. Click

6. To Prepare- You will see a green bar downloading " preparing phone for update"

7. Later  a screen will appear with all of our phones, choose the Xperia™ PLAY (PC  companion will then download some more info and you will see a Screen  showing you how to connect the unit . Phone should be off, battery  should be at least 50% charged)

8. Connect the USB cable to your computer ( not to the phone ).

9.  YOUR PHONE MUST BE TURNED OFF. Press and hold the back key on the  phone( arrow key on the lower right hand side) while connecting USB. If  done correctly, a green light will appear in the upper right hand corner  and the phone should not power on. Do not release the button (back key)  until the screen advises you to do so.

10. Follow the instructions on the screen.

Note : The software in your phone will be replaced. All personal data stored in your phone will be lost.

DO NOT DISCONNECT PHONE UNTIL THE UPDATE IS COMPLETE

Anonymous(anon)
Posts: 0

Re: Screen Lock password forgotten - how to Factory Reset?

Thank you for your guide. I tried at exactly as you described it. It always says there is no software available at the moment for my phone, I should try later.

I clicked the "Repair"-Link, I even turned off the Firewall (Windows 7) while running PC Companion.

I am running pc companion in german language but am currently in japan. Might this be a problem?

Trustee
Annie
Posts: 433
Registered: ‎2010-12-16

Re: Screen Lock password forgotten - how to Factory Reset?

Hi,

Sorry to hear that it did not go well. No, the fact that you are in Japan should not be a problem. If you are having issues with PC Companion, you can use the Update service as an alternative at the following link: http://www.sonyericsson.com/cws/download/1/110/61/1294043165/Update_Service_Setup-2.11.1.9.exe

Anonymous(anon)
Posts: 0

Re: Screen Lock password forgotten - how to Factory Reset?

I also tried the software update application, still no luck. It tells me that my software is up to date and no update is needed.

By the way: the exact statement of the PC Companion is:

"No Software available"

"There is no software available for your phone yet. Please try again later."

How do I reset by using my google account?

Community Manager
Johan
Posts: 8,478
Registered: ‎2010-11-12

Re: Screen Lock password forgotten - how to Factory Reset?

It sounds really strange that you are not even able to run the software repair via PC Companion. I suggest that you check that option again, just to be sure.

You should also be able to reset the pattern password by either entering your Gmail password or answer a security question for you Gmail account.

Anonymous(anon)
Posts: 0

Re: Screen Lock password forgotten - how to Factory Reset?

I reinstalled PC Companion 2.0 from your link provided (altough it was exactly the same version 2.01.149).

I then can choose between "Support Zone" and "Media Go New!"


I choose "Support Zone" and then  I choose start "Software Update"

Then I click the blue Link "repair phone". Next I Press "Continue"

Then comes a popup "Personal Data will be lost" I tick the "I understand" Box and click "Next"

The software prepares the software update and the I can choose my phone model

I choose "Xperia Play(R800)"

Next I connect the switched off phone while pressing and holding the Back-Button

The software seems to start downloading but then the message pops up:

"No software available" and the text I already mentioned.

After that point nothing more happens. I can start the phone but nothing has changed, still screen locked.

So no chance with PC Companion for me.

Concerning the resetting by Gmail password. I don't find any possibility to enter my Gmail password or answer a security question on the phone, or do I miss anything?

The phone tells me every 5 failed attempts that I have to wait for 30 seconds before I can try again, that's all. I even entered the wrong password like 50 times and no reset option...

Am I missing anything here?

Community Manager
Johan
Posts: 8,478
Registered: ‎2010-11-12

Re: Screen Lock password forgotten - how to Factory Reset?

This sounds really strange and I was not able to reproduce the problem when I've tried just minutes ago. I did exactly according to your description and I could successfully repair the software on my Xperia PLAY.

I'm starting to think that it could something on your PC that blocks the download of the software somehow. Check if you can disable firewall's and other sync/ COM port programs and try again. Or if possible you could try this on another PC.

I think that you should be able to select "Next" after you've entered a faulty pattern to many times. Then you should be able to either answer your security question or log in with your Google account.

Anonymous(anon)
Posts: 0

Re: Screen Lock password forgotten - how to Factory Reset?

I have the same issue.  I've disabled firewall.  What else can I do?  Can I walk into a Sony store and they can do it there?

I'll try on my MAC to see if that would work

One time poster
mahadkhaliq
Posts: 1
Registered: ‎2012-11-10

Re: Screen Lock password forgotten - how to Factory Reset?

Sir i am facing the same problem. please tell me is it successfull for xperia s?

secondly, how much is the size of download file?

please sir help me i had turned off the wifi and now it does not unlock the phone on giving it the google username.!!!!

kindly reply as soon as possible.

Thanks