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Ask Viet - Tech Your Own Question

Viet - Tech
Viet - Tech, Electronics Tech
Category: Consumer Electronics
Satisfied Customers: 35211
Experience:  Troubleshoot consumer electronics devices.
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My mobile does,nt recognise my thumb print to star it

Customer Question

my mobile does,nt recognise my thumb print to star it
Submitted: 1 year ago.
Category: Consumer Electronics
Expert:  Viet - Tech replied 1 year ago.

Hi,

I'm sorry about the issue. Does it also give you the (Backup) Password *****? If yes, can you try that?

How did you try to reset the phone?

Is it okay to reset the phone fresh, so you can reset it fresh, like brand-new?

Please reply at the box below. thank you.

Customer: replied 1 year ago.
it gave me the (backup) Password ***** but I can't remember the password, I tried to restart it so it would reset. yes it is okay to reset the phone fresh.
Expert:  Viet - Tech replied 1 year ago.

Thank you. Please try the following fix to reset the phone:

  1. Turn off the device. (Press and hold Power button, then select Power Off option and confirm Yes.)
  2. Press and hold the Volume Up key and the Home key, then press and hold the Power key together. Keep holding these 3 keys.
  3. When the Samsung Galaxy Note 5 logo screen displays, release only the Power key
  4. When the Android logo displays, release the Volume Up key and the Home key ('Installing system update' will show for about 30 - 60 seconds before showing the Android system recovery menu options).
  5. Press the Volume down key several times key to highlight the option 'wipe data / factory reset.'
  6. Press Power button to select.
  7. Press the Volume down key until 'Yes -- delete all user data' is highlighted.
  8. Press Power button to select and start the master reset.
  9. When the master reset is complete, 'Reboot system now' is highlighted.
  10. Press the Power key to restart the device.

Please reply at the box below to continue troubleshooting. Thank you.

Expert:  Viet - Tech replied 1 year ago.

Did you get any menu when trying the above steps? Please reply at the box below. Thank you.

Customer: replied 1 year ago.
no did not get menu
Expert:  Viet - Tech replied 1 year ago.

Were you able to power off the phone? If yes, with the phone being powered off, can you press and hold at the same time the 3 buttons Volume Up, Home, and Power for about 15 seconds, then do you see any logo / menu? Please reply at the box below. Thank you.

Expert:  Viet - Tech replied 1 year ago.

Please click on the website below to watch the video instructions:

https://www.youtube.com/watch?v=Xz-nTXxvE2M

https://youtu.be/IZtuzIvNAwc?t=85

Please reply at the box below to continue troubleshooting. Thank you.