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Thanks for contacting JustAnswer.
This is Seth, a tech expert here -- I'll be glad to do what I can to troubleshoot your issue.
Q: Do you have the exact make & model of the tablet? That would be useful for me.
Thanks so much.
Haha, sure -- no promises, but we'll do what we can.
Some clarifying questions:
When exactly does the password ***** come up? I mean, what are you doing when it happens?
Understood. How long ago was this tablet purchased?
Sorry? I'm not sure I understand your question. Is the website prompting you for a Premium Service? If so, please ignore/close it for now.
I see. How long ago did it start prompting you for the password?
i. Were you using it actively in the days immediately prior to that -- right before it started prompting for a password?
ii. Did anyone else have access it (that you can think of) during that time?
Great, thank you. That's very helpful. And what changed -- anything, no matter how slight -- that you can recall... in the day or so beforehand?
For instance, did you install any new Apps?
Or, were there any software updates?
Anything else, anything at all?
Thanks so very much, Joan.
I'd like to make a request -- try following the instructions listed in Method 1 of this URL:
It involves entering the wrong password ***** (5) or so times, and then choosing the "forgot password ***** PIN / pattern" option.
I need to go offline for a few minutes, but I hope to be back shortly.
Not sure if you saw my above response, so copying/pasting here:
Thanks for the info; sorry that took longer.
So, to be clear:
You entered a password ***** times...
... and after that, a Red Phone appeared?
But nothing else?
and if you try entering the password ***** one last time?
That's very useful -- can you get it connected to the internet? Do you have wifi at home?
Most android devices, I think, let one "drag down" a menu from the top of the screen.
If you place your finger at the very top edge of the screen (or slightly above the top edge),
and drag or swipe your finger down...
... are you able to pull down a menu or options bar down from the top?
P.S. I mean to say, this should work even though it's locked!
... do you have another device (like a smartphone or even a regular phone) you can use to take a picture of the tablet's screen, and post here or send to me?
What do you see if go to this website (on your computer, here) :
(maybe do the latter first)
You should be able to attach them here.
If you don't see a way to do that, nor a little paper-clip icon, then you can email them to me:***@******.***
Thanks!Meanwhile, please also go to this website (on your computer, here) :
... and tell me, briefly, what you see (if anything).
P.S. You'll need to login with your Google or Gmail account -- if more than one, please use whichever you think is likely to have been associated with the tablet.
I examined both your screenshots -- thank you, ***** ***** very helpful.
Are you able to login to your gmail account on the computer?
er, if by "this site" you mean the one you took the picture of
out of JustAnswer, you mean? no, just right-click and open a new tab or window.
or "open in new window"
thanks- I don't quite understand; can you clarify or elaborate?
Were you able to login to that website on your computer?
So, to confirm:
You *were* able to login to the website using your gmail password?
... what happens if you try entering that same (your gmail) password ***** the android tablet?
(be careful to use the Shift key on the tablet's keyboard if there are any Upper-Case letters, or symbols)
Of course Joan, no problem at all.
You have my email,***@******.*** -- *and* you should have received some emails from JustAnswer?
(check your spam folder)
also, yes, please do try entering your gmail password ***** the tablet password *****!
I'll be glad to pick this up with you tomorrow, for sure.
one other thing: you could bookmark this site.
if you're not sure how to do that, then:
if you right-click in the address (URL) bar on your computer, you should have a "Select All" and "Copy" options.
You can select all, then copy, then send an email to yourself (right-click again and choose "paste" in the email) with the address of this site.
If you're unable to get back to this tomorrow with me on JustAnswer,
then please **do not** open a new request.
Instead, send me an email: ***@******.***
and we will chat via email.
I'll wait to get an email from you.
Got your email as well.
Thanks so much, and sorry for the delay. I should have mentioned to you that I'm in the United States, and I wasn't thinking ahead about when we'd be able to connect again; my regrets.
Q: I'm not sure if you tried this, or if you did, what happened:
1) Have you tried typing in the password ***** your Gmail account/// into the android tablet?
2) What happens when you do so?
P.S. 3) What exact timezone are you in,
4) when (times of day, your time) are you generally available?
I'm thinking the next step -- at this point -- would be for me to call you by telephone (no extra charge) -- I think we could work it out a bit more efficiently that way... at this juncture.
So, what times (again, in your time) in the next 24 to 48 hours would be good for you for that?
Thanks so much for having been patient through all this... I know it can be a bit frustrating!