topic Re: unlock bug in XZ Series

unlock bug

mtmtppp — Sat, 02 Mar 2019 16:47:38 GMT

When I entered wrong passwoed after restarting my phone, the following message appeared. (I remember my correct password but I just missed typing)

So, I intended to enter "SONY" but I was not able to enter the word because only numeric keyboard was available.

What shoul I do to use normal keyboard?

Unlock Failed

You have entered an incorrect password, PIN or pattern 5 times. You have five more attemps before device will be factory reset.

To safely continue please Enter the following : SONY

Re: unlock bug

Uliwooly — Sat, 02 Mar 2019 18:12:08 GMT

@mtmtppp

unless that's a new feature on the XZ3 that I'm not familiar with, that's probably a third party acting up, what if you boot in >>> safe mode to disable all third party apps.

Re: unlock bug

mtmtppp — Sat, 02 Mar 2019 19:23:35 GMT

Thank you, uliwooly. I have already tried safe mode, however, I was not able to solve this problem.

Re: unlock bug

Uliwooly — Sat, 02 Mar 2019 21:16:10 GMT

@mtmtppp

Does that mean that you get the same notification even in Safe mode? could you provide an image/picture ?

Re: unlock bug

mtmtppp — Sun, 03 Mar 2019 09:52:21 GMT

Yes, the message to enter SONY is shown even if safe mode.

I took a photo the message.

Re: unlock bug

Uliwooly — Sun, 03 Mar 2019 21:32:20 GMT

@mtmtppp

That's interesting, what if you long press the numbers, in this case long press 7 so maybe an S will be available 7 6 6 9 (S O N Y)

Re: unlock bug

Darksteel165 — Mon, 04 Mar 2019 11:39:20 GMT

I don't see the picture you attached but you can try using a usb c to usb a adaptor and plugging a wireless keyboard into it.

I have a cheap Logitech wireless keyboard and mouse combo I do that with and it works on all my android phones.

Re: unlock bug

mtmtppp — Mon, 04 Mar 2019 21:22:30 GMT

I tried the long press but did not enter any words.

Re: unlock bug

Strampke — Mon, 04 Mar 2019 21:42:29 GMT

Hi @mtmtppp

This is an example how you can type with a computer keyboard.

In this case it is a mouse.

A keyboard will function as well.

A card reader of this type is a good investment.

Re: unlock bug

mtmtppp — Tue, 05 Mar 2019 12:13:27 GMT

Thank you, Darksteel165.

This time, I used Xperia Companion to reset my device.

Next time, I will try the method you advised.

Re: unlock bug

mtmtppp — Tue, 05 Mar 2019 12:15:31 GMT

Thank you, Strampke .

This time, I used Xperia Companion to reset my device.

Next time, I will try the method you showed me.

Re: unlock bug

mtmtppp — Tue, 05 Mar 2019 12:20:53 GMT

I asked to SONY customer service many times to solve this BUG. But they have not acknowledged this BUG at all. They only repeated "Enter correct PIN code". I have disappointed such an unuseful service.

Re: unlock bug

Strampke — Wed, 06 Mar 2019 09:51:36 GMT

The people at support are just call center people armoured with a solutions handbook, checking the problem -> solutions tree.

They are not allowed to express their personal opinion.

This is not just Sony.

It applies to Samsung, Apple, Wallmart, telecom, just name it.

This forum contains a lot of people who are curious, trying, testing, exploring.

That's why you can often find solutions here that go beyond the scope of the handbook.

That's why bugs are revealed in this area.

That's why official Sony people are living here; to escalate perceived problems to the developers.

That's why it takes some time before these changes appear in the solution trees of the support people in the call centers.

That's also why this forum offers a platform to consumers to express their frustrations, uncensored!

Best way for you and me as a consumer is to read the user guide and troubleshooting guide and explore.

Port of entrance is the Support App with which Sony is excelling amongst competitors.

Re: unlock bug

mtmtppp — Thu, 07 Mar 2019 16:25:50 GMT

The same bug has been reported since three years ago, however, SONY has not fixed this bug yet. Unfortunately, SONY has not received any feedback from this support forum.

Re: unlock bug

YolleYeah — Tue, 14 Feb 2023 13:53:49 GMT

UX failed!

Got the onscreen keyboard but had to caps lock (long press) to type SONY in capital letters. It was not enough to hit shift before selecting the letter. It took me two hours to figure that out, unable to use my phone and close to panic thinking about not being able to ever accessing my apps a stuff on my phone.

Needless to say. This is the first and last time owning a Sony mobile phone!!!

Re: unlock bug

HannahEd01 — Fri, 17 Feb 2023 12:39:07 GMT

Hey YolleYeah, I'm so sorry for you, did it work? If not, try using the Xperia companion to reset your phone. If you backed up your data, you won't lose anything.