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Original topic:

Can't unlock my phone, and it won't let me turn it off or restart (Samsung J6+)

(Topic created on: 24-10-2021 09:50 PM)
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Hugh Jass
Journeyman
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Hi,

I'm currently unable to unlock my phone. It won't allow me to use the fingerprint sensor, and when I put in my PIN, the screen just goes black for a few seconds, and then returns to the lock screen. I've tried restarting the phone and turning it off, but it won't allow this either. If I hold down the power button, the screen will go black after a few seconds, but if I click the power button again, the lock screen comes on. 

I have no idea what could have caused this. It was working perfectly fine earlier, and after about an hour and a half of being idle, when I tried to unlock it, this happened. I've experienced this once before with this phone a few years ago. I think it just sort of fixed itself.

Does anyone know what the problem is and how I can fix it? It's extremely frustration and strange.

Thank you in advance for any replies.

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12 REPLIES 12
kingtom
Pathfinder
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Try pressing volume down and the power button. It should restart the phone
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Hugh Jass
Journeyman
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No, that doesn't work. The phone just won't turn off

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DUMITRU79
Troubleshooter
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I can't say i'm familiar with this model. Does it have removable battery or is it incorporated ?
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Hugh Jass
Journeyman
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Unfortunately the battery can't be removed

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xSteveuk
Mastermind
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Hi
Try using the Find My Device app
And see if can login
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DUMITRU79
Troubleshooter
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Are you able to turn off the phone completely ?
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Hugh Jass
Journeyman
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I think the app would only allow me to lock the phone

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Hugh Jass
Journeyman
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No, the phone can't be turned off currently. Only sleep mode

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Solution
DUMITRU79
Troubleshooter
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Even if you try & keep pressed the power button for about 30 seconds ?
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