Norton Mobile Security

[paul_79]

I FORGOT MY PASSWORD ON MY SAMSUNG GALAXY S. I BOUGHT A NEW SIM CARD TODAY AND WHEN I PUT IT IN NORTON SECURITY LOCKED THE PHONE AND SAID IT NEEDS A PASSWORD TO UNLOCK THE PHONE BUT IVE FORGOTTEN IT AND NOBODY ELSE KNOW IT EITHER. ITS AN EXPENSIVE PHONE AND NOW ITS USELESS. CAN ANYBODY HELP ME?

[Andmike]

Hi paul_79.

Welcome to the community.

Sorry to hear about your problem I hope we can help.  

If you have Norton Mobile Security, when did you last update it or do you know which version it is?

Did you set up any buddies?  The latest version should insist that you have at least one buddy who can then unlock the phone for you without a password.

Have you tried any likely passwords?  Don't forget that they are case sensitive.

I look forward to hearing.

[paul_79]

i downloaded from samsung apps just a few weeks ago. it did no insist i set up any buddies.

[Andmike]

Hi paul_79.

Thanks for that update.  I have not got a Samsung phone and so have not come across Samsung Apps before.  Having now looked it would appear that the version they currently have is 2.1.0.280 which is well out of date and explains your problems.  The version should be at least 2.5 so I would strongly urge Samsung users to use the Android Market instead of Samsung Apps if they can.  You might like to send some feedback to Samsung for effectively getting you into this problem.

This of however does not solve your problem (unless Samsung have a solution for you).  Can you confirm that you have tried all the likely passwords?

[Edit - I am also sending you a private message that may help.]

[Milica]

Hi,

I bought  model of phone - Samsung Galaxy GT-S5570

I goy full version of Norton Mobile Security - sorry - don't know the version, but only downloaded from Android Marketplace..

Today had occasion to turn off my phone because it was running slowly.

Now when I turn it on I get the message "Device locked because SIM card has been changed" .

I entered my password and it was not recognised. I get the message "Bad password! Please type it again". I know it's the correct password because I've used it before when the phone has been locked after power on.

I've sent an unlock message from my Buddy phone in the UK format "unlock 1234567890", being my buddy mobile number less the leading zero, i.e. ten digits, but it will not unlock.

Please help me unlock the phone. I need it for work and am on call tonight.

Thanks,

Milica

[Andmike]

Hi Milica.

Welcome to the Community.

The only reason I can think for your password not working if you are sure of it, is that it is case sensitive and that for some reason you have got the wrong capitalisation.

As for the buddy unlock, if you loaded or updated the software since the middle of last December then the SMS message your predefined buddy phone should send to your locked phone is just

unlock

that is the six letters in lower case and nothing more.  Why not try that.

You should be able to tell if you have the latest version of the software by looking at the top right hand corner of the password entry screen.  If it says "unlock Help" then you have the latest software and if you press this button it will list your buddies and tell you that the phrase to use is just "unlock".

Hope that helps.  Do let us know what happens.

Good luck.

[Milica]

Thank you very much for the prompt reply.

I downloaded the software in february so I guess it is the latest version. Also I am using the phone in italian so it is written "blocco dispositivo" which should corespond with "unlock help".

Now, I am not anymore sure that I know the password since I tried all combination of all my password that I am using (also combination of caps locks). 

The second problem is that I put one of my other numbers as buddy. When i go to use buddy unlock, it tries to call the number , not to send the message. I saw just a second before norton application start to block the phone, that my phone is on flight mode, so I assume it is not possible to make that call.

To summarise, I cannot enter the correct password and the buddy call can not be processed.

Can you help me somehow?

Thank you very much

Milica 

[Andmike]

Hello again Milica.

It is not a problem that your phone cannot call out to contact your "buddy" phone but it is likely to be a problem if it cannot receive an SMS from your "buddy" phone.

Normally when you press and hold the on/off button you get presented with a list of options which will hopefully include the option to come out of "airplane mode".  Try that.

Whether or not you can get it out of airplane mode I still think it is worth getting one of your pre-registered buddies to send you the SMS message - unlock.  This is provided that Norton have not translated that as well.  You should be able to find some help text associated with the "unlock Help" screen that will either confirm that the message should be "unlock" or give you the Italian alternative.

Good luck and keep us informed.

[Milica]

Again, thank you very much for the prompt reply.

I did get out from the flight mode. I tried all suggested steps and I realized I am in a very specific situation. Namely, both my current SIM cards (the one in the phone) and the one that is my "buddy number" are without any credit. In the phone is italian sim card, the buddy is dutch sim card and I am currently in the third country without any possibility to do credit to any of those numbers.

However, I would need to use the phone somehow. Is there any third solution?

Thank you in advance.

Best regards,

Milica 

[Andmike]

Hi Milica.

Well it sounds as if you have the usual United Nations problem - lots of good will but - nothing happens.

When you set up NMS it must have insisted on you setting up at least two buddies.  Can the second buddy not send you the unlock message?  I also assume there must be some way for you to add credit to your SIMs as otherwise what is the point of getting your phone working again?  And the third way might be to have another go at the password.