topic Re: Forgot my screen lock password xz2 in XZ Series

Forgot my screen lock password xz2

Yollie01 — Tue, 11 Jun 2019 17:20:44 GMT

Hi all

I feel like a I just stepped out of the light and into the dark zone. I changed my password in the middle of the night and forgot it. There is a lot of photos that I haven't backed up and can't afford to lose it. Do anyone know how I can unlock the phone without a hard reset?

Please help!

Regards

Re: Forgot my screen lock password xz2

Martin1 — Wed, 12 Jun 2019 09:57:01 GMT

Hi @Yollie01, I am sorry to hear about this.

Aside from entering the correct Password/Pin/lock pattern to the screen lock, there is no way to bypass a set screen lock without resetting the phone, this due to security measures set by Google.

In case you have forgotten the Password/Pin/lock pattern to the screen lock you will need to reset your phone. The easiest way to do this is to perform a software repair using a Computer and Xperia Companion.

If you for some reason do not have access or cannot install Xperia Companion you can use Googles' service Find My Device. Simply log in to the service using your Google credentials, Click on your phone if prompted and click on the Erase-option.

I hope that helped. Let me know if you have any further questions!

Re: Forgot my screen lock password xz2

Yumz1 — Wed, 30 Oct 2019 21:18:34 GMT

I managed to download xperia companion for mac but can't open it... Help please!

Re: Forgot my screen lock password xz2

Uliwooly — Thu, 31 Oct 2019 00:31:13 GMT

@Yumz1

redownload XC > install it

Re: Forgot my screen lock password xz2

Martin1 — Thu, 31 Oct 2019 08:57:04 GMT

Hi @Yumz1, sorry to hear about this.

In addition to what @uliwooly mentioned, also make sure that your computer meets the system requirements for Xperia Companion listed below

Internet broadband connection
2.0 GHz Intel® Core™ 2 Duo or better
5 GB free space on hard drive
2 GB RAM
1 available USB 2.0 or USB 3.0 port and USB cable
Mac OS® version 10.11 or later.

If all these requirements are met, follow the steps below in order to install Xperia Companion.

Download the DMG image to a temporary folder on your Mac
Open the DMG image and drag the Xperia Companion icon to the Applications folder
Launch Xperia Companion from the Applications folder.

Let me know if that helped!

Re: Forgot my screen lock password xz2

Yumz1 — Fri, 01 Nov 2019 08:47:29 GMT

Thanks guys! But it still won' work! I contacted Sony for a replacement. They need my IMEI number but I can't find them as my phone has been locked... Any suggestion please? Many thanks in advance!

Re: Forgot my screen lock password xz2

Martin1 — Fri, 01 Nov 2019 09:10:14 GMT

Hi again @Yumz1,

If you cannot get get past the screen lock you can view the IMEI of your phone on the label strip located in the SIM/SD slot of the phone. Simply drag out the nano SIM and Memory card tray, then drag the strip outwards using your fingernail. The strip displays the IMEI number of the device. Please see the link below for images on how to view the IMEI using the label strip.

https://support.sonymobile.com/gb/xperiaxz2/userguide/imei-number/#gref

I hope that helped!

Re: Forgot my screen lock password xz2

Yumz1 — Fri, 01 Nov 2019 11:14:52 GMT

Thanks Martin ! I opened it but nothing written on my phone...

@Martin wrote:
Hi again @Yumz1,
If you cannot get get past the screen lock you can view the IMEI of your phone on the label strip located in the SIM/SD slot of the phone. Simply drag out the nano SIM and Memory card tray, then drag the strip outwards using your fingernail. The strip displays the IMEI number of the device. Please see the link below for images on how to view the IMEI using the label strip.
https://support.sonymobile.com/gb/xperiaxz2/userguide/imei-number/#gref
I hope that helped!

Re: Forgot my screen lock password xz2

Martin1 — Fri, 01 Nov 2019 12:05:25 GMT

That is a bit strange, @Yumz1,. I have never heard of a blank label strip, Are you sure that you are not looking at the SIM tray and not the label strip?

Re: Forgot my screen lock password xz2

Yumz1 — Fri, 01 Nov 2019 12:54:43 GMT

Dear Martin, You were right! I was looking for the sim tray and didn't realise that there is a slip underneath! Many thanks!

Re: Forgot my screen lock password xz2

Martin1 — Fri, 01 Nov 2019 13:11:43 GMT

No worries @Yumz1, Glad i could help!

Let me know if you have any further questions! Otherwise have a nice day and a great weekend!

Re: Forgot my screen lock password xz2

Yumz1 — Fri, 01 Nov 2019 15:21:59 GMT

Thank you, you too, have a good weekend

Re: Forgot my screen lock password xz2

Jelena11 — Thu, 19 Dec 2019 17:49:52 GMT

Hi!

My Mum has the same issue, but she says she has nevar put a screen lock password on her phone which is now required.

And to make it even worse, she does not remember her account credentials, thus making it impossible for us to unlock her phone via Xperia Companion.

Is there any chance to solve this ourselves?

Re: Forgot my screen lock password xz2

Martin1 — Fri, 20 Dec 2019 08:07:34 GMT

Hi @Jelena11,

As a software repair will trigger the Google Device Protection forcing you to log in with the same Google credentials that were entered before the repair, I believe that the best thing to do in your situation is to get in contact with your local support team for further assistance.

I hope that answered your question!