topic Re: Xperia z3 authenticate error in Z Series

Xperia z3 authenticate error

Mshowaiter996 — Tue, 06 Dec 2016 18:24:35 GMT

Since 3 days my phone was locked and when I tried to authenticated to google account, an error message of:

Error!

We're sorry but there was a problem signing you in.

Please try again by switching on my xperia.

Then I tried to connect via WIFI but again the same error message accrued.

After that I tried to connect the phone to a computer but it is not connecting.

Is there a solution for this problem??

Re: Xperia z3 authenticate error

Uliwooly — Tue, 06 Dec 2016 18:33:24 GMT

What if you access MyXperia through your computer?

Re: Xperia z3 authenticate error

CameronT — Tue, 06 Dec 2016 23:49:55 GMT

Hi @Mshowaiter996,

Welcome to the community. I am sorry to hear that you are locked out of your device.

Have you changed your Google password in the last 72 hours?

Re: Xperia z3 authenticate error

Mshowaiter996 — Wed, 07 Dec 2016 06:35:03 GMT

@uliwooly wrote:
What if you access MyXperia through your computer?

Well, I tried this as well, but the phone is not connecting to MyXperia

Re: Xperia z3 authenticate error

Mshowaiter996 — Wed, 07 Dec 2016 06:37:25 GMT

@CameronT wrote:
Hi @Mshowaiter996,

Welcome to the community. I am sorry to hear that you are locked out of your device.
Have you changed your Google password in the last 72 hours?

No I didn't change my password on Google.

The thing is when I press the Authenticate button, the phone is trying to connect to google account but then the error accures as I mentioned before.

Even if I am connecting via the SIM or the WIFI, the same error happens.

Re: Xperia z3 authenticate error

Alhasans — Wed, 07 Dec 2016 20:22:58 GMT

HI,

I have the same issue with my experia z3+ phone. Could you please suggest us as the below troubleshooting steps has been done from my side:

- Device rebooted

- internet connected

- Google password has been changed many times!

- after trying multible times, i got the page to enter my user name and password, and i did authinticate successfully. But same issue, getting back to protected screen.

Please avdvice.

Xperia z3 authentication error

DebenDavey — Wed, 07 Dec 2016 22:05:40 GMT

My Xperia Z3+ has locked. It is asking me to authenticate myself. However I cannot because every time I try, it gives me the following message:

Error. Network Connectivity issue. Please try again later.

I have perfect wifi. I have tried my home wifi, BT Wifi, public wifi, and heading out for a walk to try 4G. None are working.

I am am without a phone and I need it for work, for scouts and other things.

I have not changed my Google account details or password. It would matter if I had - it doesn't even get that far. My wifi is perfect - I use it from my iPad. I have not reported my phone lost or stolen. I am at a loss as to why it is happening.

Sony support - you need to provide a solution ASAP

Re: Xperia z3 authenticate error

CameronT — Wed, 07 Dec 2016 23:09:10 GMT

Hi everyone.

I am not 100% sure what may be happening here. Would someone be able to upload a photo of the issue for me please?

Re: Xperia z3 authenticate error

Alhasans — Thu, 08 Dec 2016 10:28:26 GMT

Hi CameronT,

Picture No.1 shows the protected screen.

If i press on the authintication button, it shows the error directly. without asking to put the usenaem and password for google to verify the account. seems to be hanged.

-------------

The username and password screen comes to me two times only, and i had put the correct user credintial and the authintication was successfully(Pic no.2), put the same issue is coming. Back to the protected screen.

Please solve it on urgent basis, becauuse all my business stoped because of this issue.

Br,

Samer

Edit by CameronT: I edited your first picture because your IMEI was visible.

Re: Xperia z3 authenticate error

DebenDavey — Thu, 08 Dec 2016 11:32:35 GMT

I have solved the problem!

Do not do as suggested by the Sony Support guys. Their only suggestion is to download Xperia Companion, follow the instructions and reset the software on your phone, and in the process like sing ALL personal data not backed up.

I refused to accept that as a solution, so kept plugging away. (I work in IT and used to be on IT support so am familiar wits problem solving).

When end I was trying to get it sorted, I noticed that the time in the top right was incorrect. Is that why this is not working I thought? But how can I correct it when I cannot get into the phone without authenticating.

Ok, other things I could try. I considered letting the phone run dry and the recharging it, but whilst waiting for that, I decided to try one more thing.

I removed the memory card and SIM. The phone recognised I had removed the SIM and when I returned it, I was taken to a reboot.

When it booted up it recognised that clock was not showing the correct time. It allowed me to click on it and it had switched off the setting to use the Network time setting. I toggled that back on, the time instantly corrected itself and apps that were showing errors suddenly appeared.

At this staged, I still had not authenticated myself, so before the phone let me access anything proper, it took me to the lock screen. I unlocked. It took me to my Xperia screen where I selected Authenticate. It opened up the page to enter my email address and then my password and I was in.

Success! And I still have all my personal data.

Question is. Why were the Sony support staff not able to properly investigate the issue and come up with a proper solution. Instead they just want to get rid of you as quickly as they can by taking the easy option. I refuse to accept the easy option until I have exhausted all other options. Glad I did!

Hope this works for you also.

Re: Xperia z3 authenticate error

CameronT — Thu, 08 Dec 2016 23:00:35 GMT

@Alhasans,

Your device has a My Xperia lock on it. This is a hardware lock and cannot be removed with a software repair or reset. You need to either have the correct My Xperia username and password, which can also be entered at www.myxperia.com if you cannot do it on the phone, or, you will have to contact your Local support team to arrange to have your device sent to the repair centre to have them remove it for you.

Re: Xperia z3 authenticate error

Mshowaiter996 — Sat, 10 Dec 2016 15:14:56 GMT

@CameronT wrote:
@Alhasans,
Your device has a My Xperia lock on it. This is a hardware lock and cannot be removed with a software repair or reset. You need to either have the correct My Xperia username and password, which can also be entered at www.myxperia.com if you cannot do it on the phone, or, you will have to contact your Local support team to arrange to have your device sent to the repair centre to have them remove it for you.

Dear, Why we cannot have an easier solution for the authentication? I am trying everything but my phone is not unlocked.

At the moment, I am considering selling my Xperia and buying another smart phone from another company.

I am connected to WIFI, the SIM card is active, the google username & password are correct.

But when I press the "Authenticate" button, I always get the same message "Error. We're sorry but there was ap roblem signing you in. Please try again after switching to my Xperia".

I entered my Xperia from your website but I didn't find what I should do in the website.

The reason I started this discussion is to get a simple solution.

I can wait for 1 more day before selling this device or to get a proper, easy solution.

Re: Xperia z3 authenticate error

CameronT — Sun, 11 Dec 2016 23:05:13 GMT

@Mshowaiter996,

MyXperia is an opt-in service. You have to enable it under Settings > Security. The details here can be seperate from your other login details, gmail for example.

If you can sign in to the MyXperia.com page, you should be able to use those authentication details to unlock your phone. If it is not allowing you to, then a repair agent has to remove it. We do not have a remote process that can remove a MyXperia lock.

I apologise for the inconvenience.

Re: Xperia z3 authenticate error

Mshowaiter996 — Mon, 12 Dec 2016 14:24:36 GMT

@CameronT wrote:
@Mshowaiter996,
MyXperia is an opt-in service. You have to enable it under Settings > Security. The details here can be seperate from your other login details, gmail for example.
If you can sign in to the MyXperia.com page, you should be able to use those authentication details to unlock your phone. If it is not allowing you to, then a repair agent has to remove it. We do not have a remote process that can remove a MyXperia lock.

I apologise for the inconvenience.
Dear CameronT,
when I tried to access MyXperia.com now, the website is not working in my country.
what are my options now??

Re: Xperia z3 authenticate error

CameronT — Mon, 12 Dec 2016 23:12:30 GMT

I am sorry to hear that @Mshowaiter996.

If you are unable to unlock it with MyXperia, then the only way is to have it done by a repair agent. Contact your Local support team to set this up.

Re: Xperia z3 authenticate error

Mshowaiter996 — Tue, 13 Dec 2016 10:12:02 GMT

I am in a service centre now.
They offered a device format in-order-to solve this issue.
I cannot format my device.

And now I am with a manger in the service centre where he said he never saw a similar issue and he will be contacting Sony.

What is happening here??

Re: Xperia z3 authenticate error

Mshowaiter996 — Tue, 13 Dec 2016 10:14:42 GMT

At this point I need only to backup my data and to buy a new non-Sony smartphone.

At least give me a solution for my data please

Re: Xperia z3 authenticate error

CameronT — Wed, 14 Dec 2016 23:36:32 GMT

@Mshowaiter996,

You will not be able to back up the data on your phone without being able to unlock it. That's what MyXperia is designed to do, keep your information safe. In order to remove the lock, your device will have to be erased. I am sorry

Re: Xperia z3 authenticate error

Ambrocio — Fri, 17 Feb 2017 04:17:12 GMT

Problem solved!

Encountered same issue on my z3+, After 3 hours of troubleshooting come up with idea of connecting to different wifi/hotspot (used my officemates hotspot) and IT WORKS!!!

Re: Xperia z3 authenticate error

JillS — Sat, 30 Sep 2017 01:22:44 GMT

Even though I was getting the Authenticate screen I was still able to unlock the phone with my email and my password. Nevertheless the screen error came back when the screen lock came on and turned it off. So, after unlocking the phone with my password and email address I went to the security area of the phone (Protection by my Xperia) and deactivated the option to find my phone in case it is stolen or lost...and voila!!! that solved the problem. No more AUTHENTICATE screen. Keep in mind that this solution is for those who can still unlock the phone by inserting email/phone and password.