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MY GOOGLE PHONE WILL NOT UNLOCK. iT IS NOT ACCEPTING MY PIN.

MY GOOGLE PHONE WILL...

MY GOOGLE PHONE WILL NOT UNLOCK. iT IS NOT ACCEPTING MY PIN. MY DAUGHTER ACCIDENTALLY DROPPED IT THIS MORNING. IT IS NOT RESPONDING TO HELP WHEN I SQUEEZE THE BOTTOM.

Technician's Assistant: When were you last able to use your phone?

THIS MORNING BEFORE SHE DROPPED IT/.

Technician's Assistant: Have you tried a Factory Reset? The Smartphone Expert can walk you through this to ensure you don't lose your photos, contacts and other data.

HOW DO I DO THAT WITHOUT THE PHONE OPENING?

Technician's Assistant: The Smartphone Technician will be able to walk you through that. Anything else you want the Smartphone Expert to know before I connect you?

NO, THANK YOU

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Answered in 5 minutes by:
5/23/2018
Samuel NetEngineer
Samuel NetEngineer, Computer Hardware Engineer
Category: Computer
Satisfied Customers: 746
Experience: Network Engineer at USAF
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Hello, my name is ***** ***** I am one of the experts that is going to help you today. Please give me a moment to look over your question so I don't miss anything.

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What is displaying on the screen currently?

Samuel NetEngineer
Samuel NetEngineer, Computer Hardware Engineer
Category: Computer
Satisfied Customers: 746
Experience: Network Engineer at USAF
Verified
Samuel NetEngineer and 87 other Computer Specialists are ready to help you
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Customer reply replied 2 months ago
the time, when I click the button on the right the screen opens with the lock icon at the bottom. when I stroke up the keyboard appears and I type the pin but it won't accept it

It sounds like the pin was changed at some point before the phone was dropped.

The phone will most likely need to be factory reset.

If you do so, you will lose all info on the phone and need to know the original google account and password ***** the phone was set up with.

If you want to do this, I can send the steps to do so.

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Customer reply replied 2 months ago
HELLO, IS ANYONE THERE?
Customer reply replied 2 months ago
Is there any way to save the pictures?
Customer reply replied 2 months ago
I don't remember the password
Customer reply replied 2 months ago
I can try my pin but it's not accepting it.

No, there isn't a way to save the photos unless you can unlock the phone.

Have you backed up the photos before? Or backed up the photos to Google Photos?

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Customer reply replied 2 months ago
I didn't know how to back up the photos
Customer reply replied 2 months ago
can you do it by remote?
Customer reply replied 2 months ago
If you are remotely connected to my phone doesn't that mean you have access?

No, I cannot if you can't get into the device.

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Customer reply replied 2 months ago
ONCE I HAVE FOLLOWED YOUR DIRECTIONS WILL YOU STILL BE AVAILABLE?

Yes, what is the make and model of the phone?

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Customer reply replied 2 months ago
I BELIEVE IT IS THE LARGER GOOGLE PIXEL 2
Customer reply replied 2 months ago
i BOUGHT IT FOR THE CAMERA

First method:

  1. In the first step switch off the GOOGLE Pixel XL 2 by holding down the Power button.
  2. Then press and hold the Volume Down button for about 2-3 seconds.
  3. While still holding this key press the Power key for about 3 seconds and release all buttons.
  4. Then choose option Recovery by using to navigate Volume buttons, and to confirm Power key.
  5. As soon as the Android Image shows up on the screen hold down the Power key for a couple of seconds.
  6. While you holding the Power button quickly press the Volume Up key.
  7. Use the Volume keys to highlight the "wipe data/factory reset", and then push the Power buttonto confirm.
  8. Select "Yes--delete all user data". Use the Volume Down button to scroll and Power button to select.
  9. In order to restart the phone, select "reboot system now".
  10. You have just erased all data including the screen lock.
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Customer reply replied 2 months ago
I DID IT AND IT DID NOT WORK I WILL TRY AGAIN

Make sure when the phone is off, you power it on by holding Volume Down and Power at the same time until you get the list of options.

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Customer reply replied 2 months ago
i DID IT
Customer reply replied 2 months ago
iT IS ON START

Okay, is the device reset?

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Customer reply replied 2 months ago
wHAT DO I SELECT NOW?

Follow the step by step instructions above to reset the device, after that it will be unlocked.

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Customer reply replied 2 months ago
It says device state locked
Customer reply replied 2 months ago
do the same as i did before follow the steps again

Did you wipe data and do a factory reset?

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Okay, are you able to get into the phone? What screen are you stuck on?

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Customer reply replied 2 months ago
start

What is it asking for?

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Customer reply replied 2 months ago
below it says device state locked
Customer reply replied 2 months ago
press volumn key to scroll
Customer reply replied 2 months ago
should I go through the steps again?

restart the phone, it should start normally.

You are at the bootloader screen.

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Customer reply replied 2 months ago
It is a G with a little line streaming across under it

After you rebooted the phone?

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Customer reply replied 2 months ago
I'm trying to find the network password

The network password ***** be on a sticker on the side of your router.

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Customer reply replied 2 months ago
I am still looking

Okay, let me know if you have any issues.

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Customer reply replied 2 months ago
I'm 65 and have poor vision. I'm calling my husband. Sorry I will hurry

Take your time, I'll be here.

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Customer reply replied 2 months ago
I accidently rebooted the wify
Customer reply replied 2 months ago
It says copy your data or set up as new
Customer reply replied 2 months ago
are you still there?

Yes, I am you should set up the device as new.

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Customer reply replied 2 months ago
ok
Customer reply replied 2 months ago
I says unlock with your previous secret
Customer reply replied 2 months ago
or it says use my google account

You should use the google account and password ***** originally set up the phone with.

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Customer reply replied 2 months ago
I didn't have the right password ***** I"m trying to reset it. I keep getting stuck on this page that says add phone number
Customer reply replied 2 months ago
I'll just see if I can do it online

You will need the original Google account name and password ***** you used to set up the phone.

That is the only way to unlock it.

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Customer reply replied 2 months ago
It's on
Customer reply replied 2 months ago
it's on
Customer reply replied 2 months ago
HELLO?
Customer reply replied 2 months ago
THE PHONE IS ON NOW

That is good, are you able to open it?

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Great, any other issues?

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Customer reply replied 2 months ago
IT IS STILL NOT ACCEPTING MY PIN WHICH I JUST SET!!!
Customer reply replied 2 months ago
DO i NEED TO RESTART AGAIN?
Customer reply replied 2 months ago
I JUST REET THE PIN SO I KNOW IT'S THE RIGHT ONE

If the pin isn't working, you will need to reset the phone again.

Be sure that you are entering all numbers correctly when you set the pin.

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Customer reply replied 2 months ago
OK IT OPENED

Okay, perfect!

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Customer reply replied 2 months ago
ARE WE OK? DO YOU NEED TO ENTER MY PHONE?

No, it sounds like everything is working correctly.

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Customer reply replied 2 months ago
OK THANKS!
Customer reply replied 2 months ago
ONE PROBLEM
Customer reply replied 2 months ago
SINCE I CHANGED MY PASSWORD ***** GOOGLE
Customer reply replied 2 months ago
MY EMAIL WON'T DOWNLOAD WHEN IT ASKS FOR THE PASSWORD ***** STILL ISN'T WORKING
Customer reply replied 2 months ago
i HAVE IMAP SET UP
Customer reply replied 2 months ago
WHAT IS HAPPENING?
Customer reply replied 2 months ago
I got it to work never mind
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