Sony Xperia Z2 can't unlock phone

[Dorianggt]

Hi guys,

A friend of mine is having trouble with Sony Xperia Z2 unlock. She added lock password for her phone in english letter, but afterwards changed her keyboards to bulgarian only (to reply a quick message). Now she can't unlock her phone, because it won't change to english, Power + Volume up doesn't work, keyboard settings don't work as well. 

How should we proceed in order to unlock the phone? 

It is brand new, so factory reset is okay solution. She doesn't have Sony account yet as well...

Thank you!

[biistu]

Install SUS (Sony Update Service) and follow instructions.

[Kamen]

Tried that already.

SUS requires the phone to be unlocked.

Any suggestions for hard reset?

[Hampus]

If you receive the message that you are going to make sure that the screen is unlocked via Update Service, it sounds like the phone is powered ON. When you are going to perform a software repair, you need to make sure that the phone is completely OFF. 

I suggest that you disconnect the phone from the PC > Power the phone OFF or hold the ON/OFF button + volume down(-) for 5-10 seconds and the phone will turn OFF > Without powering ON the phone, connected it while you hold the volume down(-) button. Follow these steps when you have the on screen instructions in Update Service.

[_alexdon_]

Of course,SUS needs the phone turned off and you can do it even if you have a password.