Android Devices

Android Questions? Ask Android Device Experts for Answers ASAP

Ask an Expert,
Get an Answer ASAP!

Android Devices

It is not a tv it is my galaxy s6 phone, less than one year,

Customer Question
It is not a tv...
It is not a tv it is my galaxy s6 phone
JA: How old is the phone?
Customer: less than one year
JA: What troubleshooting have you tried?
Customer: I reset back to factory settings. However, it will not let me log in now to move forward. When I enter my id and pw it says login failed
JA: The TV expert can solve this for you. Anything else you want him to know before I connect you two?
Customer: He can solve a phone problem also?
Submitted: 1 year ago.Category: Android Devices
Show More
Show Less
Ask Your Own Android Devices Question
Customer reply replied 1 year ago
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Live Phone Call. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Answered in 1 hour by:
8/20/2016
Android Device Expert: GeekGal, Electronics Support Tech replied 1 year ago
GeekGal
GeekGal, Electronics Support Tech
Category: Android Devices
Satisfied Customers: 1,397
Experience: MIS degree and 15+ years experience supporting electronics of all kinds
Verified

Hi there, My name is*****'m sorry that you're having this trouble. It would be my pleasure to assist you. The username and password ***** by the phone are the username and password ***** your Google account. Do you have a computer or tablet that you can use to login to Google with your username and password? if so, please try to login. Let me know if you are not able to login. We may need to reset your password. If you can't login please let me know the exact error message that you receive.

Ask Your Own Android Devices Question
Android Device Expert: GeekGal, Electronics Support Tech replied 1 year ago

I see that you've had to wait quite awhile for help. I am sorry about that. I will stand by for a response and do my best to help you.

Ask Your Own Android Devices Question
Customer reply replied 1 year ago
I am not sure what else I can tell you the problem is as I have described.
Android Device Expert: GeekGal, Electronics Support Tech replied 1 year ago

Were you able to see my previous response? The username and password ***** by the phone are the username and password ***** your Google account. Do you have a computer or tablet that you can use to login to Google with your username and password? if so, please try to login. Let me know if you are not able to login. We may need to reset your password. If you can't login please let me know the exact error message that you receive.

Ask Your Own Android Devices Question
Customer reply replied 1 year ago
I did see your previous response but not clear why you want me to log into google. I can do that, but it has nothing to do with my phone aware of. Please tell me what you can do to fix the problem with my phone. I cannot use the phone at all because once I did a factory reboot it will not accept my password.Again if I log into google, which I can, what do you want me to do?
Customer reply replied 1 year ago
We seem to be going around in circles
Customer reply replied 1 year ago
I am log into my google mail what do you want me to do?
Customer reply replied 1 year ago
Btw tried logging into my phone with my google login and that did not work
Customer reply replied 1 year ago
The error message I get is invalid I'd and pw which it is not invalid
Customer reply replied 1 year ago
It is asking for my Samsung acct which I have and tried several times and I know that is correct because I can sign in to Samsung on my OC using the id and oassword
Customer reply replied 1 year ago
Password
Customer reply replied 1 year ago
Now it is telling me I tried to sign in 5?times and it sent me a report I will check that and tell you what itbsays
Customer reply replied 1 year ago
Actually I have tried logging into my phone with all of my accts. But imknowmwhat my Samsung account is and that is what it is asking for and does not work on my phone.
Android Device Expert: GeekGal, Electronics Support Tech replied 1 year ago

If you can sign in to your google account, I want you to use your google email address and password ***** sign on to your phone. Please try that and let me know the results.

Ask Your Own Android Devices Question
Customer reply replied 1 year ago
As I said above I have signed in to my google account it is***@******.***. Also tried it on my phone with no luck if u send me an email to that account I will respond. Right now I am on my iPad but can go a OC, but that shouldn't matter.
Customer reply replied 1 year ago
Not sure where we are going here? Again I have tried to sign in on my phone with my google acct. the problem is after rebooting back to factory settings the first thing it wants me to do is sign in. So I cannot get to any other fubpnctions and all of npmore apps were deleted in the reboot
Android Device Expert: GeekGal, Electronics Support Tech replied 1 year ago

It sounds as though perhaps you did not complete a full factory reset. If you do a Factory default reset then your phone will react as though it is brand new. You can then sign into any Gmail/Google account as the phone does not remember what account or password ***** used before. If you use the same account you were using before then it will restore any apps you had previously installed plus anything that was stored on the web. Were you asked to do those things?

Ask Your Own Android Devices Question
Customer reply replied 1 year ago
It seems like this issue is beyond the scope of what "Just get answers" does. There is only one authorized Samsung phone repair company in the la are which is down town all of the local places I have gone to have told me I need to go there so I guess I will although that will be an all day effort which I know is not your problem.Unless you have some other significant suggestion we should call it quits. Thanks for your assistance.
Customer reply replied 1 year ago
Can't really tell perhaps it did not complete the factory reboot as you suggest. I will try running that again because what you said makes sense. Let me try that and se what happens tha wil just take about five minutes.
Customer reply replied 1 year ago
Rebooted and it came back to initialization, but took me to the sign in again saying Samsung account which is where I have been at leas t ten time today.
Customer reply replied 1 year ago
No luck same result. Again I am open to ideas but I am wondering if this phone is hosed. It is only ten months old!
Customer reply replied 1 year ago
I never directly answered your last question. In short the reboot came to the same place it did before and that is a "set up wizard" but when you hit next at that point is where I get into the sign on situation that does not seem to work.
Android Device Expert: GeekGal, Electronics Support Tech replied 1 year ago

Were you required to out in your wifi information again?

Ask Your Own Android Devices Question
Customer reply replied 1 year ago
I cannot do anything in the phone since I cannot get past this sign on cannot access any features such as wifi, cannot get to settings at all again stuck at sign on
Android Device Expert: GeekGal, Electronics Support Tech replied 1 year ago

Perhaps you did a "soft reset" rather than a complete factory reset. Let's try again to do a full reset. I have provided two ways to do this below:

METHOD ONE

  1. First, turn off the phone by using the Power button.
  2. Now press and hold together: Volume Up + Home + Power button, until you see Samsung logo.
  3. Then select from Recovery Mode menu "wipe data / factory reset" using Volume buttons to navigate and Power button to confirm.
  4. Choose "Yes -- delete all user data" to confirm the whole operation.
  5. After that select option "reboot system now".

​METHOD TWO:

  1. Start by turning on the device.
  2. From the Home Screen go to Menu and then to Settings.
  3. Tap Backup & reset and then Reset device.
  4. To confirm your choice select Erase everything.

Please click on the link below if you'd like to view illustrated instructions for a hard reset:

http://www.hardreset.info/devices/samsung/samsung-g920f-galaxy-s6/

Ask Your Own Android Devices Question
Customer reply replied 1 year ago
I will try the first one because I cannot get to the home screen
Android Device Expert: GeekGal, Electronics Support Tech replied 1 year ago

Thank you. Please keep me posted.

Ask Your Own Android Devices Question
Customer reply replied 1 year ago
Ok now it appears we are getting somewhere let's see what happens it is booting now
Android Device Expert: GeekGal, Electronics Support Tech replied 1 year ago

Great! It should ask you to setup your wifi and then ask you to enter your Google account information (email and password). Here is a link to a tutorial that will walk you through the setup process.

http://www.androidcentral.com/how-set-samsung-galaxy-s6-and-s6-edge

Ask Your Own Android Devices Question
Android Device Expert: GeekGal, Electronics Support Tech replied 1 year ago

Please give this a try and let me know how it works for you. If this solves the problem, would you mind taking a moment to rate my service? I'd really appreciate it! Without a rating I am not credited for my answer. If this doesn't solve the problem be sure to let me know so we can continue troubleshooting.

Ask Your Own Android Devices Question
Android Device Expert: GeekGal, Electronics Support Tech replied 1 year ago

I will be logging off for the evening soon but I will check back for your response first thing in the morning. Thank you for your patience.

Ask Your Own Android Devices Question
Customer reply replied 1 year ago
Not sure what time zone u r in I am in PST so it won't be too early on Sunday. Probably between 10 and 11 put time. Btw it camp me back to the sign on screen and the google acct did not work it is asking for my Samsung acct. let's start freshtomorrow
Android Device Expert: GeekGal, Electronics Support Tech replied 1 year ago

It should be asking for your Google account information, not your Samsung account. However, if you would like to try your Samsung account info, please try to login to to that account on your PC or tablet first. Please go to https://www.samsung.com/us/support/account/. If you're not sure what your password ***** please click on the "Forgot Password" link and follow the instructions to reset the password. Please do not try repeatedly on your phone to enter the user name and password ***** the phone may be locked after too many incorrect attempts. For this reason it is important that you test the username and passcode on the website before you enter it on your phone.

I am on CST. I will check back in with you tomorrow. Thanks again for your patience.

Ask Your Own Android Devices Question
Customer reply replied 1 year ago
Good morning unless you have come up with something else I am going t I go back to Costco where I bought the phone and see if they will replace it. This morning I tried rebooting again with yhe same result cannot log in.
Android Device Expert: GeekGal, Electronics Support Tech replied 1 year ago

I don't have any further suggestions. If they will not replace it you may want to go to your cell service provider and ask for help in getting it set up correctly. Have a great day AND GOOD LUCK!

Ask Your Own Android Devices Question
Ask GeekGal Your Own Question
GeekGal
GeekGal
GeekGal, Electronics Support Tech
Category: Android Devices
Satisfied Customers: 1,397
1,397 Satisfied Customers
Experience: MIS degree and 15+ years experience supporting electronics of all kinds

GeekGal is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed.

One Happy CustomerNew York

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult.

GPHesperia, CA

I couldn't be more satisfied! This is the site I will always come to when I need a second opinion.

JustinKernersville, NC

Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around.

EstherWoodstock, NY

Thank you so much for taking your time and knowledge to support my concerns. Not only did you answer my questions, you even took it a step further with replying with more pertinent information I needed to know.

RobinElkton, Maryland

< Previous | Next >

Meet the Experts:

Answers by Eric

Answers by Eric

Developer

3,180 satisfied customers

Award winning Android Developer & part of the Cyanogen Development Team

Randy Boman

Randy Boman

Technician

708 satisfied customers

Android Tech

Kriptokrit

Kriptokrit

Technician

723 satisfied customers

Over 6 years of experience in Electronics support service.

Engineer John C.

Engineer John C.

Engineer

325 satisfied customers

Engineer

fbox

fbox

Engineer

84 satisfied customers

Experience in game, phone, android development and usage.

Rod

Rod

Engineer

37 satisfied customers

Communications Engineer

Bernie

Bernie

Android Tech

23 satisfied customers

6+ years exp, Electronic Systems Professional Alliance

< Previous | Next >

Related Android Devices Questions
I have a Moto-G 1st Generation cell phone. I have never been
I have a Moto-G 1st Generation cell phone. I have never been able to figure out how to attach photos to texts. When I go into the Messaging app to begin a text message, there is no "paper clip" icon o… read more
Josh
Josh
It Support Specialist
Associate Degree
5,125 satisfied customers
Kindle fire shows adobe acrobat for kindle fire "license
kindle fire shows adobe acrobat for kindle fire "license expired" for Acrobat and antivirus. … read more
William Dishman
William Dishman
Store/sales manager
17 satisfied customers
Just purchased a new Acer B1-780 tablet. As usual when
Hi Pearl. Just purchased a new Acer B1-780 tablet. As usual when buying a new device there were a number of OS and app updates. Everything seemed to be OK. I downloaded the apps I wanted useing the Go… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,207 satisfied customers
How do I update to open es 3.0 My Garmin pilot software
How do I update to open es 3.0 My Garmin pilot software requires it for synthetic vision … read more
Pete
Pete
Engineer
Bachelor\u0027s Degree
1,109 satisfied customers
I have forgotten my password to my Chromo tablet & am not
I have forgotten my password ***** my Chromo tablet & am not able find a way to reset … read more
Randy Boman
Randy Boman
Technician
708 satisfied customers
My na is buka nasasa I BOUGHT THE AT BEST BUY ON 10/27/2017
my na is peter buka nasasa I BOUGHT THE AT BEST BUY ON 10/27/2017 WHEN I CAME HOME I STARTED TO USE THE PHONE BUT THE PIN CODE OR PASSWORD ***** USED TO LOCK THE PHONE AND UNLOCK IT I FORGOT I WENT TO… read more
William Dishman
William Dishman
Store/sales manager
17 satisfied customers
I need a case or cover for a intel ipad tablet, 10.1,
I need a case or cover for a intel ipad tablet, 10.1, android 6.0.1 … read more
Michael Hannigan
Michael Hannigan
Bachelor\u0027s Program
239 satisfied customers
I'm taking a shot in the dark here with this one but.......I
I'm taking a shot in the dark here with this one but.......I need help with a S10 R-TV Box running android 7.1.2. I opened an app called supersu on my device. I selected yes, open, install etc. Then I… read more
William Dishman
William Dishman
Store/sales manager
17 satisfied customers
I have Android 6.0. How can I extract all text messages
I have Android 6.0.How can I extract all text messages exchanged between two numbers and print them for evidence?… read more
William Dishman
William Dishman
Store/sales manager
17 satisfied customers
Louie have a question I have a Samsung phone which I use the
Hello Louie have a question I have a Samsung phone which I use the WiFi to connect to my tablet a which is also Samsung but I happen to forget my password ***** my tablet can you somehow help me with … read more
William Dishman
William Dishman
Store/sales manager
17 satisfied customers
I have Galaxy s7 edge. How do I use the video call feature,
I have Galaxy s7 edge. How do I use the video call feature, it says it is off I checked features and see no way of turning it on, ATT and live in mid Missouri … read more
William Dishman
William Dishman
Store/sales manager
17 satisfied customers
This morning when we woke up we noticed that the order of
This morning when we woke up we noticed that the order of our photos on our LG 44VL Android phone was not ordered/organized the same way it was on the previously. i BELIEVE we had everyting ordered by… read more
William Dishman
William Dishman
Store/sales manager
17 satisfied customers
Please help me find a location where i can purchase
please help me find a location where i can purchase replacement batteries for model ic:2415b-mrcej motorola walkie talkies … read more
jeffreybongers
jeffreybongers
ICT Support 1/2/3/ Line
Information Technology
145 satisfied customers
I have android phone Blu advance 5.0. I have the phone has
I have android phone Blu advance 5.0. I have the phone has stopped error . Tried wiping cache but no luck. How to fix?… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,207 satisfied customers
Boot loop fix? Samsung SM T320 2 YEARS OLD. Year. No easy
Boot loop fix? JA: What's the make/model of your device? How old is it? Customer: Samsung SM T320 2 YEARS OLD JA: How long has this been going on? What troubleshooting have you tried? Customer: Year J… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,207 satisfied customers
I am now on my 3rd Motorola phone. This one is MotorolaG5. I
I am now on my 3rd Motorola phone. This one is MotorolaG5. I took possession of it on18th September 2017. it crackles a lot when i make a phone call from it. But the worst thing is I have not received… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,207 satisfied customers
Samsung s 8 indicates moisture in charging cord and/or
samsung s 8 indicates moisture in charging cord and/or phone's port. It has not been subject to any moisture but continues to say that the charger must be unplugged for the last two days.… read more
Josh
Josh
It Support Specialist
Associate Degree
5,125 satisfied customers
Do you help with kindle fire? Kindle fire HD "7inch. I think
Kindle fire HD "7inch. I think it's about 2 years old … read more
Josh
Josh
It Support Specialist
Associate Degree
5,125 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x