Hi there and welcome
Can you tell me exactly what you are seeing on the screen please?
ok, you will need to attempt to do a factory reset if you cannot get past this lock.
It will remove all data from the phone and return it to new, but you cannot avoid this, it is the whole reason for the lock.
To do this
Then set up the phone again and tell me if you can now operate it please.
Let me know the results
It will not touch the information on the cloud, that is safe.
yes that is correct
Let me know the results please
ok, you need to select OK when it asks to reboot please
ok, power it off completely by holding the power button for 60 seconds then release.
Then power it on and try to do the procedure again please
ok please do as this is the only way to reset it so we need to ensure it is done correctly.
ok, its not registering it.
Choose the power off and then try the procedure again please.
ok, now do the instructions again please
sorry? I do not understand your reply.
Can you please be more detailed
ok, this means it is not able to correctly communicate with the memory which is likely the problem that caused this issue in the first place.
Power it on normally and tell me what happens please.
Let me know what happens when it restarts please
ok we need to try once more time to confirm if it is the memory thats faulting here
Power it off via the power off option and try to perform the reset again.
yes please, using the instructions exactly as I list them
No, exactly as my instructions indicate, so FIRST, STEP 1
yes thats correct, just like in my instructions.
press Volume Down to choose "wipe data/factory reset", and then push the Power key to confirm.
Thanks, ***** ***** only one cause left for this
It is the internal memory that has faulted, this is the reason why you cannot unlock or even restore it.
A corrupted firmware can cause this. But we have ruled this out by trying to reinstall it. The fact that we cannot get to the recovery window, confirms it is the memory that shorts out, and causes the device to fault.
I am really sorry about this and you are going to have to return the phone to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.
I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.
And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.