Eli

Hi Flood! Thank you so much for your help and support. It's crucial in moments like this, as you said are stressful, to count on guys like you that are willing to be truly helpful. I can't thank you and also petsy enough. It's a good point on security you've got here. I'll install KIS back asp. Thand for everything! Kind regards!

Hi Flood! I used "unfortunately" just because it was something that I wanted to avoid, but there was nothing else to do. But the device is working fine now. I guess I realized what was wrong. About a month ago there was a system update that now I believe didn't go well. I think so cos' now that the device was restored and the system reinstalled I noticed that there were some errors concerning some settings like personal preferences in the display, for example. But I couldn't tell it before. So, maybe that caused the KIS bug. The device is fine now. I did lost some critical data, but my fault really, cos' I didn't have recent backups. I haven't reinstalled KIS yet. Even though it wasn't a KIS problem it was not a pleasant experience. Maybe I will install it later but haven't so far. If there's anything else I could add that would be helpful let me know. Again thanks a lot for your help! Problem solved. Thanks! Here's the screenshot of the unlock screen. The regular keyboard is back. ?

Hello Flood! (in the following screen) Is this where you unlock your device with password, letters, no numbers? Not really. This screen is KIS isn't it? I've never seen it before. I attached the picture of the lock screen where my PIN is in alphabetical code. I use the regular Samsung keyboard to unlock it. Your "pin" in this screen, is in alphabetical code? That's the problem, since this is KIS screen, I think, I don't know what PIN it requires. It doesn't accept the alphabetical code here. If I can't unlock the device and there's no other option I do need help for factory reset. Thank you so much for your help!

Hi petsy! The free KIS does have the anti-theft option. I unlock my device with password, just letters, no numbers. And the KIS keyboard - that's in the picture I attached - doesn't allow letters, just numbers. I am the 1st and only owner of this device. And I've never had a problem with it. I am not on Android 9 cos' it's an old device. I guess this version is not supported. Thanks for your help!

Hi Flood! The MASHMALLOW device doesn't show at all in the My Kaspersky on line account. The problem persists", does this mean the second device is now also "locked" unable to be accessed? = Just the 1st device remains locked. The 2nd device is working fine with the same SIM . Thanks!

Hi Flood! Nope for both. Thanks again! PS. I removed the SIM to use it in another device. The problem persists.

Thanks Flood. By " did you setup the sim with a pin code?" you mean if I added a PIN CODE to the SIM? If that's correct, no I didn't. Is it possible the PIN that's required has something to do with the SIM? Thanks!

Thanks again for your help. 1. I am not sure. I'm afraid I had to have the backup through my Google account. It's saved on drive I guess. 2 and 3. I can do that. I'try it out. 4 and 5. Yes I disconnected it from My Kaspersky. 6. Só now the only option is the full factory reset? Can I perform it or should I go to Samsung Support for that? TThank you so much. I really appreciate your help.

Those are the messages. The only keyboard I have access to is the above and I don't know what PIN is required to unlock it.

Hi Flood! Thanks for your reply! 1. I don't know the version, but it was updated 2, maximum 3 weeks ago. 2. Most of it. I don't have recent backups for my WhatsApp account and some recent documents. That's my main concern. 3. The message says to return the device to the owner. I was in the middle of a call when it stopped working. I was able to use the regular Samsung keyboard to type my password. When I called back the person I was talking to it locked the device and showed up the message above. I went to My Kaspersky to get the required PIN. A RECOVERY CODE - 16 numbers - were given. Tryed it out a couple of times. It didn't unlock the device. Same message shows up. Then I disconnected the device on My Kaspersky. Nothing changed. Same message. The device is still locked. Thanks for your help.

Kaspersky Internet Security - free licence- locked my Samsung Galaxy J5 - Android 6 Mashmallow. already typed the Recovery Code provided by My Kaspersky and it didn't unlock the phone. Then I disconnected the device from the protection and it still asks me for a PIN to unlock it, but I have no clue on how to get it. What am I supposed to to unlock my phone?

Kaspersky Internet Security bloqueou meu Samsung Galaxy J5 -ANDROID 6 MASHMALLOW. Ele pede um PIN para desbloquear e embora já tenha inserido o CÓDIGO DE RECUPERAÇÃO fornecido pelo site no MY KASPERSKY o aparelho continuou bloqueado. Desconectei o aparelho da proteção. Ainda assim o aparelho continua desbloqueado e continua sendo solicitado um PIN que eu não tenho a menor ideia de como obter. O que preciso fazer para desbloquear meu aparelho?

Kaspersky Internet Security - free licence- locked my Samsung Galaxy J5 - Android 6 Mashmallow. already typed the Recovery Code provided by My Kaspersky and it didn't unlock the phone. Then I disconnected the device from the protection and it still asks me for a PIN to unlock it, but I have no clue on how to get it. What am I supposed to to unlock my phone?