Mobile frozen

[Durmont]

I activated the talk accessibility on my mobile phone and it has frozen up! Thanks Kaspersky

[Flood and Flood's wife]

9 hours ago, Durmont said:

I activated the talk accessibility on my mobile phone and it has frozen up! Thanks Kaspersky

Hello @Durmont, 

Welcome!

1. What was *before* activating talk accessibility - were there any *notifications* that prompted (you) to take the steps? 
2. Frozen up OR locked? 
3. IF it's locked - enter the mobile-phone PIN code. 
4. IF the phone-interface is responsive can (you) get to the little guy in the bottom-right-hand-corner marked as B in (our) image below? 
5. Has the phone been powered OFF & ON? 
6. IF the above does not assist & or is not the issue please provide more detail, phone type: Samsung, Google, Redmi ? & version & a screen-image of the current-problem please? 

Thank you🙏
Flood🐳+🐋

[Durmont]

The mobile is a Samsung; I cannot activate as you have shown. I followed the tutorials all was working well till the finger move ceased to respond. That is where it is stuck and I cannot use my normal swipe settings on the phone. the phone is still active as I am receiving them. It is like sitting in a motor vehicle, engine is on, but I cannot steer it or apply power to move.

[Flood and Flood's wife]

1 hour ago, Durmont said:

The mobile is a Samsung; I cannot activate as you have shown. I followed the tutorials all was working well till the finger move ceased to respond. That is where it is stuck and I cannot use my normal swipe settings on the phone. the phone is still active as I am receiving them. It is like sitting in a motor vehicle, engine is on, but I cannot steer it or apply power to move.

Hello @Durmont, 

Thank you for the information!

1. For (our) understanding bc it's not clear - what does: "the phone is still active as I am receiving them" mean please? 
2. Has the Samsung phone been powered OFF & ON? 
3. Post back a screen-image of the current state of the phone please, (you'll) have to use another device to take the image if the Samsung is inoperable. 
4. Has Samsung been contacted? IF'no', please do so. 
5.  Log a request with Kaspersky support, on the support page: https://support.kaspersky.com/b2c#contacts - select Email, include a *detailed-history*:                                                                                               

Thank you🙏
Flood🐳+🐋

Edited August 5 by Flood and Flood's wife
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