topic Re: Log in problems after reinstall software in Z Series

Log in problems after reinstall software

Krzysztofg1 — Thu, 28 Jan 2016 00:29:24 GMT

Hello,

My phone (Z5 compact) occasionally rebooted itself without reason.

I decided reinstall software based on information what i found in the internet.

Everything went good till Google account verification.

I used only one Google account in my phone, that is also last synchronized account.

The problem is phone says: "It's not one of that phone users account".

Any advise on that?

Thanks.

Re: Log in problems after reinstall software

CameronT — Thu, 28 Jan 2016 00:56:43 GMT

Hi @Krzysztofg,

Welcome to the community.

Did you have My Xperia Protection enabled on your handset?

Re: Log in problems after reinstall software

Krzysztofg1 — Thu, 28 Jan 2016 09:01:03 GMT

Hello @CameronT,

I am not sure, I didn't check it before reinstallation.

I found information it can be google theft policy, I changed my google account password on the same day.

It means for androrid 5.1 I can't use my google account to authorize my phone for 72H, If it didn't work, I would give phone to warranty, only completly software reinstallation with full data clearing will help then I think and I am not able to do that by myself.

Edit: It's really hard to find information about google policy. In meanwhile I removed all devices from my google account.

I hope it won't impact authorization. I though even about delete my google account and try If it could help.

I think in basic information before software reinstallation there should by any information about google theft policy for android 5.1.

Thanks!

Re: Log in problems after reinstall software

Christofer — Thu, 28 Jan 2016 11:42:12 GMT

@Krzysztofg You are correct, it is Google Device Protection that has been triggered and changing the password for your Google account can trigger a 72 hour lockdown for security reasons.

I'm afraid that in this case you will have to wait until this time has passed before you can attempt to unlock your device again. Feel free to keep us updated.

Re: Log in problems after reinstall software

Krzysztofg1 — Thu, 28 Jan 2016 12:28:40 GMT

Hi Christofer,

One more question, devices are associated to the google account.

After softwer reinstallation before i found information about 72h protection i removed device from my google account (from website with device activity).

I thought it could help... Will I be able to unlock my devices uses my google account? I didn't use any other account on me device so that is the only one what i could use. It is possible to re-associate device with google account website?

Or it will be better for me to give device to warranty and ask service to completly reset futures and reinstall software?

Thanks.

Re: Log in problems after reinstall software

Christofer — Fri, 29 Jan 2016 11:53:25 GMT

To be honest I am not sure, I haven't encountered this scenario before. I could test this but in the end you would find out the answer yourself before I would.

Since you did change the password for your Google account I think it is most likely that your device is under the 72 hour lockdown and you should hopefully be able to unlock it after this time period has passed. If you aren't able to do so you will need to send the device to one of our authorised service centers. If so, contact your Local support team for more information on how to proceed.

Feel free to keep us updated about this!

Re: Log in problems after reinstall software

Krzysztofg1 — Sun, 31 Jan 2016 18:21:29 GMT

Hi Guys,

Phone works fine for now ;). I was able to unlock it after 72h. Thanks for help!

Cheers!

Re: Log in problems after reinstall software

Christofer — Mon, 01 Feb 2016 15:40:33 GMT

That's great to hear! Thanks for letting us know.