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Device Support

    WM

    Troubleshooting

    If your device isn't working properly, you can try several solutions to solve the problem.
    In most cases you can solve the problem by following these guidelines:

    I can't turn on my mobile phone

    Cause 10 of 10: The phone lock code is activated

    The phone lock code is used to protect your mobile phone from unauthorised use. When the phone lock code is activated, it needs to be entered every time you turn on your mobile phone.

    Solution: Key in the phone lock code. You can now deactivate the phone lock code. If you've forgotten the phone lock code, contact the manufacturer for assistance.

    Step 1 of 37

    Slide two fingers down the display starting from the top edge of your mobile phone.
    Press the settings icon.

    Step 2 of 37

    Press Lock screen & security.

    Step 3 of 37

    You can create several types of phone lock codes. The following steps show some examples:
    Create phone lock code using your fingerprint, go to 2a.
    Create phone lock code using a pattern, go to 2b.
    Create phone lock code using a PIN, go to 2c.

    Step 4 of 37

    Press Fingerprint Manager.

    Step 5 of 37

    Press CONTINUE.

    Step 6 of 37

    Press SET UP SCREEN LOCK.

    Step 7 of 37

    Press Pattern.

    Step 8 of 37

    Press Pattern required after restarting.

    Step 9 of 37

    Press CONTINUE.

    Step 10 of 37

    Press and drag a point to connect at least four points.

    Step 11 of 37

    Press CONTINUE.
    Repeat the selected phone lock code to confirm.

    Step 12 of 37

    Press CONFIRM.

    Step 13 of 37

    Press the required setting.

    Step 14 of 37

    Press DONE.

    Step 15 of 37

    Press NEXT.
    Follow the instructions on the display to set up a fingerprint as phone lock code.

    Step 16 of 37

    Press DONE.

    Step 17 of 37

    Press Screen lock.

    Step 18 of 37

    Press Pattern.

    Step 19 of 37

    Press Pattern required after restarting.

    Step 20 of 37

    Press CONTINUE.

    Step 21 of 37

    Press and drag a point to connect at least four points.

    Step 22 of 37

    Press CONTINUE.
    Repeat the selected phone lock code to confirm.

    Step 23 of 37

    Press CONFIRM.

    Step 24 of 37

    Press the required setting.

    Step 25 of 37

    Press DONE.

    Step 26 of 37

    Press Screen lock.

    Step 27 of 37

    Press PIN.

    Step 28 of 37

    Press PIN required after restarting.

    Step 29 of 37

    Press CONTINUE.

    Step 30 of 37

    Key in the required phone lock code and press CONTINUE.

    Step 31 of 37

    Key in the phone lock code again and press OK.

    Step 32 of 37

    Press the required setting.

    Step 33 of 37

    Press DONE.

    Step 34 of 37

    Press Screen lock.
    Key in the current phone lock code.

    Step 35 of 37

    Press None.

    Step 36 of 37

    Press YES, REMOVE.

    Step 37 of 37

    Press the home icon to end the session and return to the Home screen.

    1 Find "Lock screen & security"

    Slide two fingers down the display starting from the top edge of your mobile phone.
    Press the settings icon.
    Press Lock screen & security.

    2 Select option

    You can create several types of phone lock codes. The following steps show some examples:
    Create phone lock code using your fingerprint, go to 2a.
    Create phone lock code using a pattern, go to 2b.
    Create phone lock code using a PIN, go to 2c.

    3 2a - Create phone lock code using your fingerprint

    Press Fingerprint Manager.
    Press CONTINUE.
    Press SET UP SCREEN LOCK.
    Press Pattern.
    Press Pattern required after restarting.
    Press CONTINUE.
    Press and drag a point to connect at least four points.
    Press CONTINUE.
    Repeat the selected phone lock code to confirm.
    Press CONFIRM.
    Press the required setting.
    Press DONE.
    Press NEXT.
    Follow the instructions on the display to set up a fingerprint as phone lock code.
    Press DONE.

    4 2b - Create phone lock code using a pattern

    Press Screen lock.
    Press Pattern.
    Press Pattern required after restarting.
    Press CONTINUE.
    Press and drag a point to connect at least four points.
    Press CONTINUE.
    Repeat the selected phone lock code to confirm.
    Press CONFIRM.
    Press the required setting.
    Press DONE.

    5 2c - Create phone lock code using a PIN

    Press Screen lock.
    Press PIN.
    Press PIN required after restarting.
    Press CONTINUE.
    Key in the required phone lock code and press CONTINUE.
    Key in the phone lock code again and press OK.
    Press the required setting.
    Press DONE.

    6 Deactivate use of phone lock code

    Press Screen lock.
    Key in the current phone lock code.
    Press None.
    Press YES, REMOVE.

    7 Return to the Home screen

    Press the home icon to end the session and return to the Home screen.

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