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J6 not backed up-lost everything for good?

(Topic created on: 02-03-2021 11:27 AM)
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Amy1998
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First Post so bear with.

 

My J6 phone wont switch on, it's stuck on the lock screen with wheel going round. My photos arent backed up and memory was very full. I think an update started and then this (middle of night ). If I do o a factory reset can I restore the photos and transfer to the cloud or sd card? I've read it can be possible but am nervous to factory reset as really want to try everything so I don't lose the photos (they are of my newborn and I'm absolutely devastated)

 

Any advice gratefully received. I'd pay if I can n get the photos back, I, m desperate.

 

Thank you

Amy

 

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24 REPLIES 24
Amy1998
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Many thanks for your help so far, much appreciated. This might be a silly question but where/how would I find a legitimate specialist? 

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Amy1998
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Thank you for your response although unfortunately my phone is not able to connect to my laptop via the cable, it only charges so am unable to use smart switch 

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AshtabS9Ultra
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it's hard because I would always use Samsung they sometimes even come to your house it just that that's the most expensive option, other than that I would maybe use another national company like ifix I would probably just avoid back street shops or ones on the market, carphonewarehouse geek squad is another good one but again probably be expensive,
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Amy1998
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I've now had a new screen appear on my phone, with three options, 1) re start, 
2. Erase app data -  it says
"Deleting app configuration data may allow your phone to start in safe mode. Safe mode allows access to basic functions, so you can back up any important data stored on your phone. After backing up your data, a factory reset may be needed to get your phone to start normally"

or 3) take to a service centre.

is erase app data the same as a factory reset? or is it worth a try to get to safe mode? have tried the restart and come to the same screen. Many thanks for your help!

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AshtabS9Ultra
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the way that is worded on the phone is weird I suppose you would be at risk deleting app data but I couldn't say for sure whether your pictures would go so I would avoid that option for now, you could try it in safe mode and try make a solid back up then do a factory reset, if you feel at all uneasy about it though I would get it in to samsung as the pictures mean alot to you and wouldn't want you losing them.
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