Solved: Samsung galaxy s4 antitheft locked phone

Charlieboyoo · ‎23-12-2013

Hi everyone i was wondering if anyone can help me or advise me.I ve using a new galaxy s4 for a few weeks and on saturday the phone froze.I thought it was rebooting,it has for my pin and then it said this phone is stolen,please return to ****** Type in unlock code.I went home and gotin touch with o2 and i couldnt speak with anyone 45 min wait 😞 so i had to chat to an advisor online.I was told there was no block or bar on the phone.So i went online and went to my google email adress and seen a message about different sim on phone.The avg antivirus that came with the phone locked the phone down and said it was stolen.I managed to unlock it.But could anyone please explain what happened or how it happened.Was very annoyed like.

MI5 · ‎23-12-2013

When the software crashed it tried to automatically recover which involves an internal system reset.
Perfectly normal and you wouldn't have noticed on older firmware.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

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Anonymous · ‎23-12-2013

Hi

Have you bought your phone directly from O2 or somewhere else like eBay etc?

Charlieboyoo · ‎23-12-2013

Hi the phone was bought directly from o2.

Anonymous · ‎23-12-2013

Maybe it would be a good idea to contact Samsung directly.

They should be able to help you better.

http://www.samsung.com/uk/support/model/GT-I9505ZWABTU link to get in touch with Samsung

Charlieboyoo · ‎23-12-2013

no prob i will try that thanks

MI5 · ‎23-12-2013

It was just the inbuilt KNOX security kicking in.
If anyone tries to factory reset an S4 without the correct security it locks it out as a security measure.
The reset is through your Google account as you have found out

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎23-12-2013

MI5 to the rescue again

Charlieboyoo · ‎23-12-2013

thanks thats good to know.cause i was really wound up when it happened.lol.I have a password set up now.so hopefully it dont happen again.

MI5 · ‎23-12-2013

When the software crashed it tried to automatically recover which involves an internal system reset.
Perfectly normal and you wouldn't have noticed on older firmware.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Charlieboyoo · ‎23-12-2013

its a good safety precaution,its just i wasnt aware and o2 couldnt help.

@MI5 wrote:
When the software crashed it tried to automatically recover which involves an internal system reset.
Perfectly normal and you wouldn't have noticed on older firmware.

O2

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