topic Re: Help! I don't remember my password on my Samsung Galaxy Y. in Norton Mobile Security

Help! I don't remember my password on my Samsung Galaxy Y.

NeraSalinas — Sat, 24 Mar 2012 09:33:50 GMT

Had to change my sim and I don't remember my password and I used the "buddy" but when I called her she said she didn't recieve any text before of my password.

How can I unlock my phone?

Re: Help! I don't remember my password on my Samsung Galaxy Y.

smithy — Sat, 24 Mar 2012 10:12:35 GMT

Hi NeraSalinas

Welcome to the Norton Community Forum. :smileyhappy:

With Norton Mobile Security 2.5, unlocking your locked phone is made easy.

Now you can contact one of your buddies and have them send the following

text message (SMS) to your mobile device:-

unlock

If you do not remember the contacts that you have added as buddies, tap the

Unlock Help tab. You can see a list of your buddies. Tap one of the buddies

to call and have the following text message (SMS) sent to your mobile device:-

unlock

Let us know how you go and do not hesitate to come back here if you require

more help.

Cheers. :smileywink:

Re: Help! I don't remember my password on my Samsung Galaxy Y.

YongSkies — Fri, 30 Mar 2012 08:39:30 GMT

i can't still open my cp still blocked... thanks

Re: Help! I don't remember my password on my Samsung Galaxy Y.

Andmike — Fri, 30 Mar 2012 15:11:56 GMT

Hi YongSkies,

Welcome to the Community.

We would like to help but your post does not give us much to work on. Can you please explain a bit more fully what sort of problem you are having on what device, and ideally what versions of software you are using.

Also although you appear as a "Newbie" and it shows as this being your first post, you say "i can't still ...." which seems to imply that you have posted before. If that is the case can you say what name you used last time? As again, this might help us to help you.

I look forward to hearing from you.

Re: Help! I don't remember my password on my Samsung Galaxy Y.

Gr9623 — Thu, 12 Apr 2012 07:33:50 GMT

Very un-savy smartphone user. I too forgot my password on LG. Had My Buddy text my phone per Norton instructions. Did not work. Probably because I had tried too many password guesses. Am hopelessly locked out. LG said it is a Norton prob. Norton not helpful. Help!

Re: Help! I don't remember my password on my Samsung Galaxy Y.

Andmike — Thu, 12 Apr 2012 07:54:09 GMT

Hi Gr9623.

Welcome to the Community.

Sorry to hear of your problems but we will try to help.

The buddy unlock should work. If you are using a version of NMS that was installed or updated since the middle of December then your buddy needs to send an SMS message from the phone you recorded as the buddy phone to the locked phone. That message must be:

unlock

Just that - nothing else, just the six lower case letters. Anything else from any other phone will not work.

If that does not work then can you try giving us a little more information?

Do you know what version of NMS you have or when it was last updated?

When you go to the lock screen is it telling you who your buddies are?

Had you installed the Norton Anti-Theft plugin?

Look forward to hearing from you. Good luck.

Re: My LG

Gr9623 — Thu, 12 Apr 2012 14:52:40 GMT

Sorry, first time using this forum - post ended up in a wrong place

Re: My LG

Andmike — Thu, 12 Apr 2012 15:40:52 GMT

Hello again Gr9632

I have already replied to your earlier post (here).

Did that make any sense or help at all?

Re: Help! I don't remember my password on my Samsung Galaxy Y.

Gr9623 — Thu, 12 Apr 2012 16:13:21 GMT

Thank you for your response! This is my very first time on a "forum", if thats what this is called. Am desperate. My Buddy and I attempted to unlock as many different ways as we could think of - upper, lowercase, space, no space on advise of Norton chat. I tried several passwords, so maybe that locked me up further. Also, I get a message'SIM changed". I was told, I don't have a SIM card! Also, on a previous (months ago) I unlocked successfully, no problem. What now?

Re: Help! I don't remember my password on my Samsung Galaxy Y.

Andmike — Thu, 12 Apr 2012 16:31:30 GMT

Hi Gr9623.

Yes this is a forum (the Norton Mobile Security Forum) and you have now "posted" in two "threads" but I suggest that to keep it simple you just post "replies" in this thread for the time being.

I would be surprised if you did not have a SIM card - what phone do you have?

Have you changed the password since you successfully unlocked the phone last time?

Have you tried the Buddy unlock exactly as I described it in my other post?

I will leave the questions at that for now and look forward to hearing from you again.

Re: Help! I don't remember my password on my Samsung Galaxy Y.

Gr9623 — Thu, 12 Apr 2012 16:38:23 GMT

Phone is LG.l Will attempt unlock. Am waiting.

Don't know what version NMS or when updated last. No, haven't installed Norton Anti-Theft plugin. After all this is resolved, should I?

Also, another issue. I repeatedly get a message 'ph full, delete files'. I have a 16 g memory card, have transferred as much as I had options.

Re: Help! I don't remember my password on my Samsung Galaxy Y.

Andmike — Thu, 12 Apr 2012 17:02:28 GMT

Hi Gr9623.

Please let us know when your buddy has sent the message from the relevant phone, and what happens. I will wait for your update.

LG produce a number of Android phones I believe, all with different specifications. If the "unlock" does not work it might help to know which one you have e.g Optimus, Optimus 2x, Optimus 3D, InTouchMAx......

It would have helped if you had installed the plugin. But whether you do after it is unlocked is up to you. It offers some extra features and if you have the full version of NMS it is free.

I am puzzled by your "other matter". Do you know where these messages are coming from? What do you mean by "have transferred as much as I had options"? You have transferred files from somewhere onto your 16Gb card and have filled it? Or you have copied files off your card in some way?

I await your news.

Re: Help! I don't remember my password on my Samsung Galaxy Y.

Gr9623 — Fri, 13 Apr 2012 02:41:54 GMT

Thank you for your patience and willingness to help me. I was waiting on my buddies to respond.

I don't know if unlock did in fact unlock. My screen is now showing

Enter your password:

with the keypad.

I have not done so I would be guessing and it would set me back to square one.

This is a Virgin Mobile LG Optimus V

When will I have the opportunity to reset my password?

Re: Help! I don't remember my password on my Samsung Galaxy Y.

erik_carlstrom — Fri, 13 Apr 2012 05:29:21 GMT

There are two possible lock screens. One is ours (you'll see the Norton symbol). The other is if you created a PIN for the SIM card (no special symbols provided). Do you know if you set up a SIM PIN? If you don't see the Norton Symbol, then you've gotten past our lock screen and are probably looking at the SIM cards PIN lock screen.

You will be able to reset the AntiTheft password once you are able to gain access to the device and open the main UI. The SIM card PIN is another matter. For that you'd have to talk to your carrier.

Re: Help! I don't remember my password on my Samsung Galaxy Y.

Gr9623 — Fri, 13 Apr 2012 10:22:42 GMT

No, I did not set a SIM pin. Yes, there is a Norton symbol.

When will I have the opportunity to re-set a password? Originally I might have made matters worse by attempting too many times.

Thank you for your patience and help.

Re: Help! I don't remember my password on my Samsung Galaxy Y.

Andmike — Fri, 13 Apr 2012 11:01:49 GMT

Hi Gr9623.

Is the screen you are now seeing the one that you were seeing before the "unlock" message was sent? Does it have a bar with the word "Unlock" underneath the space for "Enter Your Password"? Is there an "unlock Help" button at the top right of the screen? If so what happens when you tap the "unlock Help" button?

Can you confirm that you have good reason to believe that the "unlock" message from your buddy was received? If so how do you know?

Sorry about all the questions but if we are to solve this the answers should help.

When you set up "anti-theft" do you think that you checked the box for "Security Wipe - after 10 password attempts"? This is unchecked by default and given that you say you are not an experienced computer person I assume you would not have changed it. However if you did then that alters things.

Finally could you try and explain what you were saying about your SD card (see my earlier post about this).

I look forward to your reply.

Re: Help! I don't remember my password on my Samsung Galaxy Y.

Gr9623 — Fri, 13 Apr 2012 11:30:47 GMT

Upper left: Yellow Padlock, Device Lock on white background

Upper right: yellow ? Forgot Password on black background

Black padlock Device locked because SIM card has been changed. on yellow background

Enter your password:

keypad

No, I have no way of knowing for sure I rec'd messages from My Buddies except their word and the phone vibrating. I don't recall checking box for Security wipe after 10 attempts.

Regarding other problem, I get repeated messages, "low space, delete folders/files" - no exact words. I have a 16 gig memory card

Re: Help! I don't remember my password on my Samsung Galaxy Y.

Andmike — Fri, 13 Apr 2012 13:38:11 GMT

Hi Gr9623.

Thanks for the info. It would appear that you have an old version of NMS. The current version has "unlock Help" at the top right.

In that case your buddy has sent the wrong message as the unlock message was different with the older software. Contact your buddy again and this time ask him/her to send the message

unlock 987654321

that is, the word unlock in lower case, a single space, and then their mobile phone number without any leading zeros, spaces, international dialing codes or any non numeric characters (represented above by 987654321). Then, if this matches the buddy phone number you previously recorded on your device it should unlock.

Also as it seems unlikely that the - wipe if more than 10 wrong passwords - was checked, you may carry on entering likely passwords fairly safely. Don't forget that it is case sensitive. As you say you previously did unlock with the password you should be able to remember it again.

Good luck and tell us what happens. It is good to hear that you will know when the message arrives though the vibrate.

Re: Help! I don't remember my password on my Samsung Galaxy Y.

erik_carlstrom — Fri, 13 Apr 2012 17:28:25 GMT

Just thought I'd step in to comment a little bit.

The fact you feel the phone vibrate when it receives the SMS means it's not getting the right command. I'd follow Mike's steps. If needed, send me a private message and we can work out the command as sometimes it can be an oversite that leads to the incorrect command being sent.

The low space message will be coming from your phone. Once you unlock the device you'll need to clear up some space.

Re: Help! I don't remember my password on my Samsung Galaxy Y.

Gr9623 — Mon, 16 Apr 2012 00:59:04 GMT

Thanks for stepping in. I know I am getting email notifications as I had set up, am almost positive My Buddy's calls are causing vibration notifications. I don't know what else to do.

I have no idea how to contact you via private message but would love to resolve this quicker.

Awaiting your responses and hope My Buddy will be available too.