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IT Miro
IT Miro, Computer Scientist
Category: Computer
Satisfied Customers: 3140
Experience:  Bachelor's Degree in Information Technology, Microsoft Certified Professional
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OUT MY ACCOUNT. IVE SENT IN A PIC ID AND STILL LOCKED OUT,

Customer Question

IM LOCKED OUT MY ACCOUNT. IVE SENT IN A PIC ID AND STILL LOCKED OUT, WHAT DO I NEED TO DO
Submitted: 10 months ago.
Category: Computer
Expert:  Michelle replied 10 months ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.
I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.

What account is locked out?

Customer: replied 10 months ago.
FACEBOOK
Expert:  Michelle replied 10 months ago.

what is the error you get when you try to login?

Customer: replied 10 months ago.
TO CONFIRM MY IDENTIFY. AFTER I DO THAT IT SAYS SOMETHING WENT WRONG
Customer: replied 10 months ago.
THEN THE PAGE TURNS BLUE AND SAYS LOST CONNECTION
Expert:  Michelle replied 10 months ago.

Try another computer or a browser and then tell me how it goes it can be the browser due to which you are getting this error.

Customer: replied 10 months ago.
I HAVE N ITS SAYS THE SAME THING
Customer: replied 10 months ago.
IVE TRIED IT FROM MY PHONE AND THS LAPTOP IM USING RIGHT NOW
Expert:  Michelle replied 10 months ago.

Clear the cookies and the history of the browser reboot the device and then try.

Expert:  Michelle replied 10 months ago.

If you want i can provide secure remote access and will fix the problem for you. Remote access is an additional service which allows the expert to work directly on the problem and it provides quick resolution, you can sit back and watch while the experts fixes the problem right in front of you. This saves you a whole lot of time and money from hiring an onsite technician.

Customer: replied 10 months ago.
HOW MUCH MORE WOULD THAT BE. HOW MUCH ARE YOU CHARGING ME
Customer: replied 10 months ago.
NO THATS AN EXTRA $39. CANT YOU JUST WALK ME THROUGH IT
Customer: replied 10 months ago.
HELLO. YOU THERE
Expert:  Michelle replied 10 months ago.

i can walk you through.

What is the browser you are using to access facebook?

Customer: replied 10 months ago.
CHROME
Expert:  Michelle replied 10 months ago.
  1. Open Chrome.
  2. In the top right, click the icon you see: Menu or More .
  3. Click Settings.
  4. At the bottom, click Show advanced settings.
  5. Under the section "Reset settings,” click Reset settings.
  6. In the box that appears, click Reset. ​

Do this 2 to 3 times and the close the browser and reopen and then try the facebook login.

Customer: replied 10 months ago.
IM NOT SURE WHAT BROSWER IM USING ON THE LAPTOP BUT ON MY PHONE ITS CHROME
Customer: replied 10 months ago.
ON THE LAPTOP ITS WINDOW 7
Expert:  Michelle replied 10 months ago.

i have given you the steps to follow on chrome.

If you can tell me the browser on the laptop i can give you the steps to follow on it as well.

Customer: replied 10 months ago.
I think its window where do I find that at
Expert:  Michelle replied 10 months ago.

when you open a browser its the icon which shows its chrome or IE or firefox.

Customer: replied 10 months ago.
how do I do it from my phone
Customer: replied 10 months ago.
hello I anyone there
Expert:  Michelle replied 10 months ago.
Same steps given if you are using chrome on your phone as well.
Customer: replied 10 months ago.
let me check
Expert:  Michelle replied 10 months ago.

i am online let me know if there is any problem following the steps/

Customer: replied 10 months ago.
it doesn't have reset settings it has clear browsing data
Expert:  Michelle replied 10 months ago.
  1. Launch your Browser, usually Chrome.
  2. Open the Menu and select Settings.
  3. Select Privacy.
  4. Select Clear Browsing Data.
  5. Check Clear the cache and Clear cookies and site data, then click Clear.
Expert:  Michelle replied 10 months ago.

its similar to the reset function on the android device.

Customer: replied 10 months ago.
it keeps taking me back to the pg thays i need to identify myself
Expert:  Michelle replied 10 months ago.

can you take a picture of the screen and post it here?

Customer: replied 10 months ago.
after I upload my pic it says connection lost
Expert:  Michelle replied 10 months ago.

restart your internet router or the phone you are using and then try.

Customer: replied 10 months ago.
I don't know how to screenshot with my phone sorry
Customer: replied 10 months ago.
I just restarted my phone. its rebooting now
Customer: replied 10 months ago.
its still doing the same thing
Expert:  Michelle replied 10 months ago.

back up your phone data contacts pictures and apps use an app superbackup from the google play store and once done let me know we will do a factory reset which will fix the problem.

Customer: replied 10 months ago.
im resetting it now
Expert:  Michelle replied 10 months ago.

ok

Customer: replied 10 months ago.
its rebooting now
Expert:  Michelle replied 10 months ago.

how did you reset the phone to factory reset?

Customer: replied 10 months ago.
went to factory reset
Expert:  Michelle replied 10 months ago.

ok good.

Customer: replied 10 months ago.
its reset
Expert:  Michelle replied 10 months ago.

now you can configure the email and then try to send a picture, make sure its .jpg or .png and not a huge file.

Customer: replied 10 months ago.
send it to fb
Expert:  Michelle replied 10 months ago.

ok

Customer: replied 10 months ago.
its still installing my apps
Expert:  Michelle replied 10 months ago.

no problem take your time.

Customer: replied 10 months ago.
who do u want me to send the pic to
Expert:  Michelle replied 10 months ago.

which picture you want to post here?

Customer: replied 10 months ago.
u said to send a pic
Expert:  Michelle replied 10 months ago.

of the screen shot while it was not sending from your phone.

Customer: replied 10 months ago.
I don't know how to screenshot
Expert:  Michelle replied 10 months ago.

no need anymore.

Customer: replied 10 months ago.
ok
Expert:  Michelle replied 10 months ago.

once done let me know how it goes.

Customer: replied 10 months ago.
I sure will do
Expert:  Michelle replied 10 months ago.

thanks

Customer: replied 10 months ago.
its still doing the same thng. after I upload my pic
Customer: replied 10 months ago.
hello
Customer: replied 10 months ago.
what do I need to do now
Expert:  Michelle replied 10 months ago.

still doing what?

Customer: replied 10 months ago.
SAYING LOST CONNECTION TAP TO RETRY
Expert:  Michelle replied 10 months ago.

the error comes when you try to upload photos on facebook is that correct?

Customer: replied 10 months ago.
ITS ASKING FOR MY IDENTIY SO THAT I CAN GET BACK INTO MY ACCOUNTTHAT POPS UP. BUT EVEYTIME I UP LOAD IT
Expert:  Michelle replied 10 months ago.

and when you enter the correct password ***** happens?

Customer: replied 10 months ago.
WHEN I PUT IN MY PASSWORD. IT ASKES ME TO IDENTIFY MYSELF BY UPLOADING A PIC
Expert:  Michelle replied 10 months ago.

Thats a facebook issue and not your phone you can try logging in to facebook on a computer you will be asked to upload your photo for identity.

Customer: replied 10 months ago.
ITS DOING THAT FROM THE LAPTOP TOO
Customer: replied 10 months ago.
HOW DO I GET INTOUCH EITH FACEBOOK ABOUGT THIS ISSUE
Expert:  Michelle replied 10 months ago.

So the problem is not the phone its the facebook security issue.

Customer: replied 10 months ago.
Customer: replied 10 months ago.
ITS FACEBOOK
Expert:  Michelle replied 10 months ago.

you will have to follow the facebook password *****

https://www.facebook.com/help/105487009541643

Customer: replied 10 months ago.
I HAVE BUT IT KEEPS ON DOING THE SAME THING
Expert:  Michelle replied 10 months ago.

Try this on the computer.

Customer: replied 10 months ago.
IVE DONE THAT N THATS NOT WORKING EITHER
Customer: replied 10 months ago.
ARE YOU STILL THERE
Expert:  Michelle replied 10 months ago.

If you want i can provide secure remote access and will fix the problem for you. Remote access is an additional service which allows the expert to work directly on the problem and it provides quick resolution, you can sit back and watch while the experts fixes the problem right in front of you. This saves you a whole lot of time and money from hiring an onsite technician.

Customer: replied 10 months ago.
I DONT HAVE THAT KIND OF MONEY. IVE ALREADY PAID $40 FOR THIS
Customer: replied 10 months ago.
U THERE
Expert:  Michelle replied 10 months ago.

I will open the question to other experts for there input.

Customer: replied 10 months ago.
OK. THANKS
Expert:  IT Miro replied 10 months ago.

Hello! My name is*****

It looks like the previous Expert is not available any more. I can continue assisting you. Let me know if you still require assistance with the Facebook account problem.

I am awaiting your reply.

Thanks,
IT Miro

Customer: replied 10 months ago.
Iim ready
Expert:  IT Miro replied 10 months ago.

If you are on a computer now, I can remotely access it and check the issue at no additional fee.

Let me know if you would like that.

Customer: replied 10 months ago.
you'll chevk it for free if I connect by phone to the computer
Expert:  IT Miro replied 10 months ago.

I cannot remotely connect to your phone, only computer. Can you go to a computer and open this JustAnswer page there?

Customer: replied 10 months ago.
Expert:  IT Miro replied 10 months ago.

Great. Please tell me if you have a Windows or a Mac computer.

Customer: replied 10 months ago.
Its a laptop is that ok
Customer: replied 10 months ago.
it's windows 7
Expert:  IT Miro replied 10 months ago.

That's fine. Here are the instructions on how to establish a secure remote assistance:

On your laptop, go to this link:

http://tinyurl.com/gmpj988

When a new web page opens, click the green "I Agree" button, and run the downloaded file (named Elsinore.ScreenConnect.Client) by double-clicking it. Permit the connection if asked so that I can connect. We will then be able to chat as well.

Expert:  IT Miro replied 10 months ago.

We have not been connected yet.

Does the link I sent you work?

Customer: replied 10 months ago.
Which one do I use
Expert:  IT Miro replied 10 months ago.

It seems you typed the address into the search box instead of the address bar. Please type http://tinyurl.com/gmpj988 into the browser's address bar at the top.

Expert:  IT Miro replied 10 months ago.

Connected.

Expert:  IT Miro replied 10 months ago.

Disconnected for now. Let me know when you are ready to reconnect with me.

Expert:  IT Miro replied 10 months ago.

In the meantime, I checked about the problem you are experiencing, and noticed it was caused by Facebook, not by you. The "Sorry, something went wrong" message means the Facebook page is not accessible for many people, not just by you. Possible, one or more Facebook servers are under maintenance, so that would explain why you cannot access your Facebook account or upload the photo ID.

The same problem affected many people last year. Read more about it on this article:

http://www.telegraph.co.uk/technology/facebook/11889158/Facebook-goes-down-with-Sorry-something-went-wrong-message.html

So, using another computer or another web browser won't help in any way since the problem needs to be corrected on the Facebook's end. All you can do is be patient and wait for a few days until Facebook corrects the problem. You can try again every several hours.

Once the problem has been corrected by Facebook, you will be able to access your Facebook account or upload the photo ID to unlock it.

Regards,

IT Miro