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When i try to use my cell phone which is a galaxy 5,this…

Customer Question
Hi, when i try...

Hi, when i try to use my cell phone which is a galaxy 5,this pops up on the screen blocking me.it sat Unfortunately the process com.android.phone has stopped.How do i correct this?thanks steve

Technician's Assistant: What Operating System (OS) are you running on your Galaxy?

Not sure what u mean

Technician's Assistant: How long has this been going on with your Galaxy? What have you tried so far?

Started about 12 hrs ago,and i dont know what to do,not tech savy

Submitted: 7 months ago.Category: Android Devices
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Answered in 7 hours by:
12/9/2017
Android Device Expert: Harry, IT replied 7 months ago
Harry
Harry, IT
Category: Android Devices
Satisfied Customers: 2,641
Experience: IT at Justanswer
Verified

Hello:

Welcome to JustAnswer! My name is ***** ***** I am happy to be assisting you today. My sincerest apologies that it look so long for someone to reply, we're a bit behind with the holidays coming upon us. Before we begin, can you please let me know if you still need help with your question? Just use the reply box to let me know.

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Customer reply replied 7 months ago
the same phrase is blocking my calls
Android Device Expert: Harry, IT replied 7 months ago

Hi Steve,

Have you tried a factory reset?

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Customer reply replied 7 months ago
no,i don't know how to
Customer reply replied 7 months ago
I will be back on line about 7 oclock
Android Device Expert: Harry, IT replied 7 months ago
  1. Turn off the device.
  2. Press and hold the following three buttons at the same time:
    • Volume Up key
    • Home key
    • Power key.
  3. When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and theHomekey.
  4. When the Android System Recovery screen appears, release the Volume Up and Home keys.
  5. Press the Volume down key several times key to highlight '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
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