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2019-04-16 10:09 AM
well my troubles started with a software update,phone ran out of battery half way through doing this as i was at work. turned the phone on after charging and it would just boot loop over and over. i downloaded xperia companion and did software repair. once finished i unplugged tried to turn on and got a message saying something along the lines of software not trusted? after that message the phone would not turn on at all. i tried volume up and power button reset methods to no avail. so i plugged back into my laptop to try xperia companion software fix again. this time xperia companion throws a notification up saying phone is locked unlock now. im assuming this is using my google account details, but the phone wont turn on so cant enter them. i searched forums and seen people saying the best way to do it if the handset cant be turned on is go to my google account online, then go to devices and remove the device from my google account which i did. but this hasnt done anything either. phone just seems completely dead no red light when charger is plugged in. no vibrations upon key presses. just the same message that my phone is locked when plugged into xperia companion.
2019-04-16 04:26 PM
Hi @mallon86, sorry to hear about this.
Could you try and start the software repair with your device not plugged into your computer? Do as normal and click on "Software repair" and then mark the little box down in the bottom left corner in the next menu where it says "My device can't be found, powered on or is a Smartwatch 3" and then click on "Next" in the bottom right corner and proceed with the on-screen instructions.
Let me know if that changes anything!
2019-04-17 02:47 AM
Firstly thank you for taking the time to reply. Will this do anything at all surely the phone needs to be connected to Xperia companion to be able to do anything. I will try tho and let you know if there is any change. Thanks.
2019-04-17 11:01 AM
Hi again @mallon86!
You will need to connect the device in a later stage of the repair process, but since there aren't really any options left apart from having the device sent to service if it still doesn't work after the software repair, it's definitely worth a shot as the device isn't working at all now.
Let me know how it went!
2019-04-17 01:47 PM
got you, sorry i was tired having just finished work. i have tried what you have suggested and it just says the exact same thing software update failed during repair process, then throws up the same notification within xperia companion stating my phone needs to be unlocked. i cant for the life of me understand how an official software update can kill my phone? the other thing i cant understand is why i am then left to pick up the cost of the repair, when i am at no fault. its a shame i used to only use sony handsets my z3 ended up dead as well. i replaced that device with this one and now this is dead. thats a trend i wont be continuing. service centre is out the question for me as the handset is out of warranty. i guess i will have to chalk up another loss.
2019-04-17 01:49 PM
i also dont understand how my device is locked, it was open to any carrier when i bought it and i know my google login details. screen lock password set to my finerprint. non of it makes any sense.
2019-04-17 06:40 PM
Take out SD card and SIM if they're in.
Tick the option that the device is a smartwatch or not recognized and try again.
There's nothing left to lose.
Hope you're able to break through one way or the other.
2019-04-17 10:55 PM
thanks for replying. no sim or sd card inserted tried your suggestion, same thing software repair failed then your device is locked, unlock now......with no option what so ever to unlock. i have spoke to someone at sony now. as its out of warranty they think it will cost in the region of £118-£160 to repair. they have suggested it is likely locked as a stolen phone. my phone as never been stolen or reported as such. i am actually annoyed they are suggesting i pay that kind of money for a software update they released that bricked my phone. i could actually go and buy the same handset preowned grade A for £90 out of principle i will not be buying another phone from sony. complete jokers.
2019-04-18 11:34 AM
Hi again @mallon86 and sorry to hear that there has been no change.
Now when I think about it, I can't remember seeing such an error message in Xperia Companion, except for when the device is turned on and connected to the computer, but in a locked state (screen lock is active and has not been unlocked).
Would it be possible for you to take a screenshot of this error message and get back to me with it?
As far as I know, even if the device would somehow be blocked due to it being stolen, or reported stolen, this should not interfere with a software repair as the device will work fine except for that it can't be used with a SIM card since the IMEI number will be blocked in the network and you won't be able to get a network connection.