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HAVING ISSUES RESETTING A TABLET THAT AN EMPLOYEE HAD THAT…

Customer Question
HAVING ISSUES RESETTING A...

HAVING ISSUES RESETTING A TABLET THAT AN EMPLOYEE HAD THAT IS NO LONGER WITH US., I DON'T HAVE ACCESS TO HIS PASSWORDS, AND FACTORY RESET IS NOT HELPFULL

Technician's Assistant: When did you last change the password ***** passcode to your device?

IT IS ANEW DEVICE WE GOT IN JANUARY FOR HIM, IT IS THROUGH VERIZON

Technician's Assistant: Is there a Gmail address linked to your device?

YES

Technician's Assistant: Anything else you want the Android Expert to know before I connect you?

NO I JUST NEED IT RESET SO WE CAN GIVE IT TO THE NEW SALES REP

Submitted: 3 months ago.Category: Android Devices
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Answered in 2 hours by:
3/21/2018
Android Device Expert: Sergil Cave, Mobile Device Engineer replied 3 months ago
Sergil Cave
Sergil Cave, Mobile Device Engineer
Category: Android Devices
Satisfied Customers: 18
Experience: Cyber-Security Administrator at Chesapeake Utilities
Verified

Hello my name is ***** ***** I have been assigned to your case. Could you provide me with the make or model of this tablet?

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Customer reply replied 3 months ago
Asus p00i
Android Device Expert: Sergil Cave, Mobile Device Engineer replied 3 months ago

Do you know if this tablet has been encrypted?

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Customer reply replied 3 months ago
It is a Verizon tablet we let employee go and can't re set it because he won't give up passwords
Android Device Expert: Sergil Cave, Mobile Device Engineer replied 3 months ago

Are you able to get into the tablet via Android Safe Mode? Let me know if you need assistance with doing this.

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Customer reply replied 3 months ago
I have it on safe mode now
Android Device Expert: Sergil Cave, Mobile Device Engineer replied 3 months ago

Okay and I am guessing that you are at a prompt for this person's pin?

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Android Device Expert: Sergil Cave, Mobile Device Engineer replied 3 months ago

Also, can you do anything on this tablet or are you stuck at it asking you for the person's credentials?

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Android Device Expert: Sergil Cave, Mobile Device Engineer replied 3 months ago

Another question, have you tried a soft reset as opposed to a hard reset?

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Customer reply replied 3 months ago
NO I AM AT HIS E-MAIL
Android Device Expert: Sergil Cave, Mobile Device Engineer replied 3 months ago

Okay so it's prompting you for his email and password ***** safe mode? This is an android device, correct?

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Android Device Expert: Sergil Cave, Mobile Device Engineer replied 3 months ago

Are there any other options at the prompt while you are in safe mode? Is there a recovery option listed?

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Android Device Expert: Sergil Cave, Mobile Device Engineer replied 3 months ago

Also what do you see when you go into recovery mode before you go into safe mode?

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Customer reply replied 3 months ago
CALL ME AT 1-***-***-**** EXT. 118
Android Device Expert: Sergil Cave, Mobile Device Engineer replied 3 months ago

On another call right now I will reach out to you after this call is over.

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Customer reply replied 3 months ago
OK
Customer reply replied 3 months ago
CALL ME AT THE NUMBER I TEXTED YOU PLEASE
Android Device Expert: Sergil Cave, Mobile Device Engineer replied 3 months ago
Ask Your Own Android Devices Question
Android Device Expert: Sergil Cave, Mobile Device Engineer replied 3 months ago
Ask Your Own Android Devices Question
Android Device Expert: Sergil Cave, Mobile Device Engineer replied 3 months ago
Ask Your Own Android Devices Question
Android Device Expert: Sergil Cave, Mobile Device Engineer replied 3 months ago

adb shell rm /data/system/gesture.key

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Android Device Expert: Sergil Cave, Mobile Device Engineer replied 3 months ago

Good Morning, I did some research last night and I was wondering when you go into recovery mode is there an option for USB Debugging?

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