I will need to look some thing up ok?
We are going to try a soft reset which refreshes your network settings but deletes nothing. Press and hold the Volume Down button and Power button (located on the right edge of the device) for approximately 20 seconds then release.
Did it just start this out of the blue or did something happen that triggered it?
Ok sorry please press power to turn on
I think we are going to have to do a reset unfortunately ma'am
I will try to help...what does that lock screen look like please?
I am sorry it is hard via chat at times... whatever screen you are stuck on I need to know what it looks like if you are not stuck than just bypass the screen. I hope that makes sense.
ok it is trying to reset the phone.. does it have an option to boot up normally? If not lets just hold power down to power down then back up again
If you want me to call you instead please let me know other wise I am glad to help you here...
Ok I need to see if there is an option other than reset please wait for a few moments please
Ok this lock screen differs from the emergency screen correct? Does this screen say anything other than device locked? Is there a keypad on the screen or is the an error message/code?
can you access the menu screen from there?
Did you ever enter a pin or password *****?
I am looking hard for a work around
If it is locked it has to have an unlock option... pattern or pin or password... correct?
Do you have the gmail account and password *****?
the one for this phone?
I would need both the user name and password ***** even attempt to unlock this
did the screen just change?
is it ready for a password?
dont enter anything just tell me yes or noplease
I believe I have solved the problem please respond!
Are you still with me I have your account reset and ready
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