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Eric
Eric, Android Expert
Category: Cell Phones
Satisfied Customers: 1251
Experience:  3 Years as an Android Developer, Complete detailed knowlege of all Android Devices and the OS itself
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I have a motorola g16 that was working ok but a couple days

Customer Question

I have a motorola g16 that was working ok but a couple days ago it went to emergency calls only phoned tesco said they would send me a new SIM card still showing emergency calls called them again and was told I would have to do a factory setting which means I would lose all photos can you help me thank you
Submitted: 3 months ago.
Category: Cell Phones
Expert:  Samuel White replied 3 months ago.

I will need to look some thing up ok?

Customer: replied 3 months ago.
that's fine I'm so lost without my mobile
Expert:  Samuel White replied 3 months ago.

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.

Customer: replied 3 months ago.
Done that
Expert:  Samuel White replied 3 months ago.

Did it just start this out of the blue or did something happen that triggered it?

Customer: replied 3 months ago.
I did what you told me and up on the screen it's say I grassroots reason volume down key pressed not sure what that means I'm not very tec
Customer: replied 3 months ago.
Sorry it says fastball season
Customer: replied 3 months ago.
Now there is nothing on the screen
Expert:  Samuel White replied 3 months ago.

Ok sorry please press power to turn on

Customer: replied 3 months ago.
Ok
Customer: replied 3 months ago.
Screen just come back on still saying emergency
Expert:  Samuel White replied 3 months ago.

I think we are going to have to do a reset unfortunately ma'am

Customer: replied 3 months ago.
It is saying device is locked
Customer: replied 3 months ago.
Does that mean I will lose everything
Expert:  Samuel White replied 3 months ago.

I will try to help...what does that lock screen look like please?

Customer: replied 3 months ago.
Not quite sure what you mean is it the devise is locked or when the emergency call
Expert:  Samuel White replied 3 months ago.

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.

Customer: replied 3 months ago.
The screen says boot mode selection mode then volume up selection volume down scrolls then recovery hope that makes some sense to you
Expert:  Samuel White replied 3 months ago.

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

Expert:  Samuel White replied 3 months ago.

If you want me to call you instead please let me know other wise I am glad to help you here...

Customer: replied 3 months ago.
No it's not trying to reset but what is happening now did the power down and up again and the motorola Android came on then back to emergency
Expert:  Samuel White replied 3 months ago.

Ok I need to see if there is an option other than reset please wait for a few moments please

Customer: replied 3 months ago.
Don't understand why it's coming up device is locked
Customer: replied 3 months ago.
A very odd device has come up saying no command
Expert:  Samuel White replied 3 months ago.

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?

Customer: replied 3 months ago.
On the screen it has the date time then like a box with a line going down the centre then try again in 20 seconds then underneath tesco then emergency calls and the keyboard
Expert:  Samuel White replied 3 months ago.

can you access the menu screen from there?

Customer: replied 3 months ago.
No it is frozen
Customer: replied 3 months ago.
But I can receive incoming calls
Expert:  Samuel White replied 3 months ago.

Did you ever enter a pin or password *****?

Customer: replied 3 months ago.
Can't answer you truthfully certainly not a pin I do have a password ***** yesterdAy it said wrong password ***** was confused as I always use the same password ***** I paid a d laptop
Expert:  Samuel White replied 3 months ago.

I am looking hard for a work around

Customer: replied 3 months ago.
Thank you so much
Expert:  Samuel White replied 3 months ago.

If it is locked it has to have an unlock option... pattern or pin or password... correct?

Customer: replied 3 months ago.
Correct
Customer: replied 3 months ago.
A password ***** I put in but came back wrong password??
Expert:  Samuel White replied 3 months ago.

Do you have the gmail account and password *****?

Customer: replied 3 months ago.
I have a google account
Expert:  Samuel White replied 3 months ago.

the one for this phone?

Customer: replied 3 months ago.
Expert:  Samuel White replied 3 months ago.

I would need both the user name and password ***** even attempt to unlock this

Customer: replied 3 months ago.
User name is***@******.*** password *****@@@
Customer: replied 3 months ago.
The camera is still working
Expert:  Samuel White replied 3 months ago.

did the screen just change?

Customer: replied 3 months ago.
No still the same
Expert:  Samuel White replied 3 months ago.

is it ready for a password?

Expert:  Samuel White replied 3 months ago.

dont enter anything just tell me yes or noplease

Expert:  Samuel White replied 3 months ago.

?

Expert:  Samuel White replied 3 months ago.

I believe I have solved the problem please respond!

Expert:  Samuel White replied 3 months ago.

Are you still with me I have your account reset and ready

Expert:  Samuel White replied 3 months ago.

Hello Kirsten

Expert:  Samuel White replied 3 months ago.

Kindly rate my service 5 stars at the top of your question page if my answer helped so I am rewarded for my time; tips appreciated :)
Otherwise please reply back if you need further assistance. Thank you, Samuel