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.
This is an android phone correct?
in that case you must have a gmail address to login to the account let me know what error you get when you try to login to the google account.
are you able to login successfully to the gmail account?
the phone has already been reset automatically and you must have nothing to backup right now is that correct.
Try to logout from the gmail on your pc and then login and let me know if you can login successfully.
Power off the phone before you try the steps.
Remote access will not help in this case.
Watch the video from 1:27 mins onwards
is it not accepting the password?
Try to enable view password ***** then type just to make sure the keyboard is accepting the key you punch in.
what is the error you get after entering the password?
use another gmail username and account to login and let me know how it goes.
give me the exact error message you get.
please follow the instructions below:
Open Gmail from a browser and only sign into the account you're trying to add. Be sure to be signed out of all your other accounts
Go to this link: https://accounts.google.com/b/0/displayunlockcaptcha and click Continue.
Open your phone's settings
Scroll down to account and click Add account
Choose Google>>Existing>>Sign in
that means you are able to login to the phone using the second gmail account is that correct
when you try to sign in with the other gmail account does it allow to sign in or goes back to the same error message?
you will need to get the note to any Samsung service center and get the firmware updated. Firmware is not available on the internet as its custom software from Samsung.
not a virus but the phone software is gone haywire as it requires a firmware update to get it working again.
We have tried out the best possible ways to get it fixed however it requires a firmware update to get it fixed.
Feel free to ask if you have any question. I hope I’ve provided the information you were seeking. Please provide a rating for the service, effort and the time by clicking on the stars located in the upper right corner of the page. Thank you