Android phone locked and the original google password lost. Is a hard reset ...

ste_wilko

grumbler wrote: »

https://support.google.com/accounts/answer/3265955?hl=en
However, I have never enabled it in my device, but I just tried and was able to login and I see two options: "Ring" and "Setup Lock & Erase". "Ring" does work.

I don't see yet how this can help my friend.

Has your friend tried to reset the password for the Google account?

They can literally just go on their browser on PC/laptop and try to log into Google and just click the forgot password link.

Then fill in the details it asks for and reset the password. Then once the password is reset just literally type that in their phone and hey presto it's unlocked and they can use it again

grumbler

ste_wilko wrote: »

Has your friend tried to reset the password for the Google account?

Yes, but AFAIK the new password didn't work on the locked phone, and some information from the internet that I posted above did suggest that it had to be the original password.

Also, I don't know whether WiFi or mobile data was enabled (the friend is abroad). If not, then obviously neither the new password nor Google Device Manager can help now.

sillygoose

As mentioned it would only work if 1. Android device manager was enabled on it, 2. the phone they are locked out of has internet mobile or wifi already on before it was locked (as you can't turn it on if your locked out)

If so they would need to log into their Google account on a PC that is the one associated to that phone (the one it asked you to put existing details of in or setup initially if you don't have one on the phone)

Then go to android device manager
https://www.google.com/android/devicemanager
It should show the device identity at the top. Then simply click 'lock' a popup will ask for a new password to be set, enter one and click lock. (you can also send a message that will appear on the phone lock screen to see if it worked)

Google will then try to contact the phone via the internet connection, it can take quite some time... if its successful any sort of lock on the phone will be disabled and replaced with a straight forward lock code screen, you would then be able to get in with whatever password you sent.

A lot of 'ifs' but its worth a try as nothing lost.

ste_wilko

grumbler wrote: »

Yes, but AFAIK the new password didn't work on the locked phone, and some information from the internet that I posted above did suggest that it had to be the original password.

Also, I don't know whether WiFi or mobile data was enabled. If not, then obviously neither the new password nor Google Device Manager can help now.

OK, so I've just done a quick read-up on it and it does appear that the original password is required (strange, because the woman I work with had a similar issue but was able to unlock with the new password)

A factory reset is going to be required, unfortunately. BUT!!! If your friend then sets up the handset again using the original google account it should restore all the info in the phone back to what it was and then they'll be ok with the new password.

This link provides some useful info: https://productforums.google.com/forum/#!topic/gmail/4ZgHWSThED0

grumbler

sillygoose wrote: »

As mentioned it would only work if 1. Android device manager was enabled on it, 2. the phone they are locked out of has internet mobile or wifi already on before it was locked (as you can't turn it on if your locked out)

If so they would need to log into their Google account on a PC that is the one associated to that phone (the one it asked you to put existing details of in or setup initially if you don't have one on the phone)

Then go to android device manager
https://www.google.com/android/devicemanager
It should show the device identity at the top. Then simply click 'lock' a popup will ask for a new password to be set, enter one and click lock. (you can also send a message that will appear on the phone lock screen to see if it worked)

Google will then try to contact the phone via the internet connection, it can take quite some time... if its successful any sort of lock on the phone will be disabled and replaced with a straight forward lock code screen, you would then be able to get in with whatever password you sent.

A lot of 'ifs' but its worth a try as nothing lost.

OK, I have never installed/activated/enabled anything. I am sure neither did the friend.

However, I can login to the device manager on my PC and see "Ring" and "Set up Lock & Erase". That's it.
I can "Ring".

If what you suggested cannot be done via "Set up Lock & Erase", then I think we can abandon this idea of using the Device Manager.

Thank you for trying to help anyway.

ste_wilko wrote: »

OK, so I've just done a quick read-up on it and it does appear that the original password is required (strange, because the woman I work with had a similar issue but was able to unlock with the new password)

A factory reset is going to be required, unfortunately. BUT!!! If your friend then sets up the handset again using the original google account it should restore all the info in the phone back to what it was and then they'll be ok with the new password.

This link provides some useful info: https://productforums.google.com/forum/#!topic/gmail/4ZgHWSThED0

Yes, hard reset is an obvious option.
I still don't know whether the synching was enabled with the gooble account. The main account is Hotmal. I think it was possible to synch with Hotmail to, but I don't know if it was enabled either.

mije1983

grumbler wrote: »

If what you suggested cannot be done via "Set up Lock & Erase", then I think we can abandon this idea of using the Device Manager.

Have you got your friend to try that option? What happens when he clicks on 'set up lock & erase'?