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After drop down phone can´t get unlocked any more

One time poster
Message 1 of 2
Message 1 of 2

After drop down phone can´t get unlocked any more

Very strange situation.

Yesterday the phone of my neigbour droped down without any visible damage. But then she can´t unlock it any more. The fingerprint sensor seems to work, because without pushing the button the code request appears on the screen.

She told me to be sure to know the code, but this code doesn´t work.

Also no fix after reboot...

Unfortunately after e.g. 10 times wrong code also no message appears to reset the code via google account.

The google Account (on a PC) shows to be in contact with the phone yesterday evening, I think this was the time when she made the reboot. We tried to lock the phone and to create a temporary password, but the google account was unable to get in contact with the phone (also the phone finder or "let the phone ring" gunction doesn´t work).

The SIM is unlocked (this PIN works), she can answer phone calls (but all numbers are unknown, so also no link to adress book seems to be available). In emergency dial menu we already tried to enter the service menu, but this and also other codes with *#*#.... don´t work (because the phone say they are no emergency number)


We would start a hard reset, but she would like to take the chance to backup her photos of the kids at first... long google search didn´t help, so maybe here is somebody able to give a hint?!

(USB debugging is not activated and also no root access...Worried Face)




Message 2 of 2
Message 2 of 2

Re: After drop down phone can´t get unlocked any more

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