Unable to perform a hard reset

[OJ2016]

To the experts in the community

I am the one who helps friends and family on IT device issues, for the first time I came across a Z5 compact that has an error that may or may not associate with faulty finger print registry.

I was unable to perform hard reset to it. Since i am stuck on the pin screen and the pin on memory didnt work

I have attempted many methods, including the *#*#7378423#*#* method, which worked fine with the familys other M5 model fine

pressing power and + / - didnt get me anywhere but the device was not set in dev mode or debug in the first placeWhen I try to connect to pc, it require me to enter pin which I can not, before I can set up the factory reset, i didnt even manage to the Google method window after.

I would like some input on higher level methods than those can be found on likes if ifixit.

Thank you very much

OJ

[Christofer · Accepted solution]

Hi @OJ2016,

If I understand you correctly you are unable to perform a factory reset of the phone because you can't get past the screen lock, is this correct?

You should try performing a software repair using PC Companion (click the blue text for a step-by-step guide), this will re-install the phone's software and remove all data. It's important that the phone is powered off and that you don't connect it to your PC until later on in the repair guide when it prompts you to do so.

[fendt515]

/t5/FAQ/How-to-unlock-a-phone-w-o-reseting-reformating-the-phone/m-p/927295#U927295

[OJ2016]

thank you for the solution, I always had the device connected hence never get beyond the process after repair was choosen

thank you again

[Christofer]

I'm glad to hear that, you're welcome!

[mella]

Hello I have the same problem and I can't perform a hard reset. The link you gave doesn't grant me an access to it. I need help unlocking this phone my friend needs it.

[Qatrium]

@mella

Try this link.

[mella]

It requires me to unlock the device. I can't unlock it using Google because I can't connect the device to the internet/wifi. I am still needing the pin to unlock to just connect to the wifi. I'm slowly getting out of options.