Smartphone Questions? Ask A Smartphone Technician for Answers
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I am sorry to hear that you are having this issue.
That is a scam called Ransomware. You may be able to remove it by enabling safe mode on the phone. Try that first if it fails then you will have to do a factory restore.Use these instructions to place the device in Safe Mode.With the device powered on, press and hold the Power button (located on the right edge) until the Phone options prompt appears then release.Touch and hold Power off until Restart in Safe Mode prompt appears, then release.Tap Turn on Safe Mode.The restart process may take up to 45 seconds to complete.Upon restart, Safe mode appears in the lower left of the unlock/home screen.Then do this to Uninstall the ransomware. From the Home screen, navigate: Apps > Settings.Tap Apps / App Manager / Manage Apps.Tap the app to be removed.Tap Uninstall.Tap OK.Press the Power button to restart the device.If that fails,Ensure the device is powered off.Press and hold the Home button (located at the bottom) & Volume Up button(located on the left edge). With the Home and Volume buttons pressed, press and hold the Power button (located on the right edge) until Samsung logo appears then release all keys.Select wipe data/factory reset.Utilize the volume buttons to highlight and the Power button to select.Select Yes -- delete all user data.Allow several seconds for the factory data reset process to complete.Select reboot system now.Allow several minutes for the reboot process to complete.
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