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Kudos0

Norton Family - Hardware Reset not working

Hi,

My son recently got a Vodafone Smart Prime 6. I installed Norton Family (premier edition) onto the phone. He then set a pattern to lock the phone and can't remember it.

We have tried the suggested hard reset  (volume up+power button for 10 secs) but it keeps rebooting the phone and doesn't go into recovery mode. He understands all his data will go - we just need to reset it.

Does Norton Family block this action (Hard reset)? If so, is there any way round it. I have taken it into a Vodafone shop but they can't help. My only other option is to look at some PC based software (Android Commander) and try to access the root files - but this is an area I don't know so will need to do a lot of research (and it is risky!). 

Any help would be great - thanks!

Replies

Kudos0

Re: Norton Family - Hardware Reset not working

Hi Duncs_2000,

I don't think NF prevents from Android hardware resetting.  If you want to make sure, please follow the steps below to unbind the Android device from your Norton Family account to see if that makes difference.

https://family.norton.com/familysafety/help.fs?action=bindUnbindDevice

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family - Hardware Reset not working

Hi Katie

Thanks for the quick reply. I have removed my device from the list as you suggest but this hasn't changed anything. I guess I will need to try something eles.

Thanks Anyway

Kudos0

Re: Norton Family - Hardware Reset not working

Thanks for the update Duncs_2000.  Please share what you find out with us when it's resolved.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family - Hardware Reset not working

Duncs_2000,

For some devices, Volume up +  Power button does only soft reset and the pattern will still be there. Maybe you can try to find some other ways to hard reset the device?

Thanks

Katie

Thanks Katie
Accepted Solution
Kudos0

Re: Norton Family - Hardware Reset not working

Hi Katie

I have resolved it. If you log into Google device management (do a search from the web) you can remotely wipe your device - this assumes you have a google account on your phone. I did this and it did a factory reset - so have now reinstalled everything.

One option when installing Norton family on the phone was to block the child from uninstalling or otherwise amending the app. I wonder if this also extends to doing a hard reset?

Anyway - problem (sort of ) solved for me!

Kudos0

Re: Norton Family - Hardware Reset not working

Hi Duncs_2000,

Thanks for the update.  After you did the factory reset, did you get an alert email (or see the alert message after you log onto your online Norton Family account) saying Norton Family has been uninstalled?

Thanks

Katie 

Thanks Katie
Kudos0

Re: Norton Family - Hardware Reset not working

Hi Katie

I didn't - but I had already taken the phone out of the devices list as I tried that first.

Thanks

Duncan

Kudos0

Re: Norton Family - Hardware Reset not working

Duncs_2000,

Ah. right.  If the device were still listed in the Norton Family account,  after 14 days, alert would be displayed to the parent mentioning that the particular device is inactive.

Thanks

Katie

Thanks Katie

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