Need Cell Phone Help!

[njbchbum]

After an "I don't know how it did a factory reset" event, niece's Samsung Galaxy Note 5 is now "stuck" at the Google screen. Is there a techie out there who can help resolve this dilemma? Her tale explains it this way - after having gone to the Verizon store where she bought the phone/plan:

"The phone itself is unlocked.. It's locked out of Google. We can't get passed the Google screen. We've tried everything. Been on the phone twice with Google. They know their is an issue, it's a Google security issue and they just keep sending you to Samsung, who in turn sends you back to Google and Verizon. They need to replace it but won't because it's useless to them as it is to me."

TIA

[Nucky]

Ah Ha. I am not alone. My Galaxy S7 Edge just did a similar trick to me. I must wait 24 hours to re enter my Google information and see if that works. The Verizon and Google representatives are mystified. I transferred my phone line to a old phone.....no texts messages though. Good luck. I get to try again tonight at 7pm. Now that you have revealed this I bet its something on their side. We shall see. Take Care.

[njbchbum]

Ah Ha. I am not alone. My Galaxy S7 Edge just did a similar trick to me. I must wait 24 hours to re enter my Google information and see if that works. The Verizon and Google representatives are mystified. I transferred my phone line to a old phone.....no texts messages though. Good luck. I get to try again tonight at 7pm. Now that you have revealed this I bet its something on their side. We shall see. Take Care.

Good to know - thanx! Am gonna bet that my niece has 'forgotten' her google info!

[Nucky]

Good to know - thanx! Am gonna bet that my niece has 'forgotten' her google info!

So first Verizon who transferred me to Google who had me reset my E-mail password. I was told by Google it's 24 hours before your allowed to try again. After seeing your post I called Samsung who said it was indeed 24 hour's in the penalty box! OK so back to waiting. They were very nice but when she asked if she had addressed all my concerns I answered her with a big NO. Why am I locked out for my own good for 24 hours on a $800 phone and the phone that I was speaking to her on says Alexander Graham Bell on the side and free....it doesn't add up. We'll see later today. I didn't spend the money to flash a phone like my grandchildren do, I did it so I wouldn't have to deal with these issues.

[njbchbum]

So first Verizon who transferred me to Google who had me reset my E-mail password. snip

Did you reset your Google PW using the phone or a different device?

[Fraugoofy]

After an "I don't know how it did a factory reset" event, niece's Samsung Galaxy Note 5 is now "stuck" at the Google screen. Is there a techie out there who can help resolve this dilemma? Her tale explains it this way - after having gone to the Verizon store where she bought the phone/plan:

"The phone itself is unlocked.. It's locked out of Google. We can't get passed the Google screen. We've tried everything. Been on the phone twice with Google. They know their is an issue, it's a Google security issue and they just keep sending you to Samsung, who in turn sends you back to Google and Verizon. They need to replace it but won't because it's useless to them as it is to me."

TIA
This may be way off base, but try taking the battery out for 5 minutes and restart the whole phone over with the battery re-installed. Can you Google this problem online from a different phone that has internet access or from a home computer?

Sent from my SM-N910R4 using Tapatalk

[Nucky]

Did you reset your Google PW using the phone or a different device?

I did it on my desktop computer. It made me wait the full 24 hours until my new password worked. The best part is 80% of the phone numbers & apps were restored. Lost all my pictures but am going to look on several clouds tomorrow to see if they can be restored. PM me if you need a hand.:pray:

[graciegirl]

I did it on my desktop computer. It made me wait the full 24 hours until my new password worked. The best part is 80% of the phone numbers & apps were restored. Lost all my pictures but am going to look on several clouds tomorrow to see if they can be restored. PM me if you need a hand.:pray:

The two of you, both some of my very favorite people, live rather close to each other.

[njbchbum]

The two of you, both some of my very favorite people, live rather close to each other.

Yes we do, gg! And we did before Nucky moved to FL - just didn't know it! Is gonna be a bang up Jersey meet n greet when we meet in TV!!!! So sorry that he and his Mrs. are missing a fine NJ tomato crop this season! ;)

[njbchbum]

I did it on my desktop computer. It made me wait the full 24 hours until my new password worked. The best part is 80% of the phone numbers & apps were restored. Lost all my pictures but am going to look on several clouds tomorrow to see if they can be restored. PM me if you need a hand.:pray:

TY, Nucky! Will pass this on and letcha know if her prob is the same!