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Recently using Sophos Mobile Security Encryption feature and it failed

Marko Prebeg

I have been using Sophos Mobile Security on my Android Samsung Galaxy A300Y phone for approximately over one year.

Recently using Sophos Mobile Security Encryption feature and followed the instructions not to interrupt the process, which I did and the phone stopped working.

I am not able to use any functions on my phone including turn it off.

I contacted Samsung phone support and was given instructions on how to reset phone by pressing VOLUME down and the POWER buttons together but when I pressed the required buttons my phone only turns off and on, which constantly repeats it's self and no functions of phone work anymore.

 

Message on the phones display is UNABLE TO STARTUP YOUR DEVICE. THE ENCRYPTION PROCESS WAS INTERRUPTED. YOU NEED TO RESET YOUR DEVICE TO FACTORY DEFAULT SETTINGS. YOU WILL ERASE ALL YOUR DATA.

While the phone is turning off and on, a RESET DEVICE button appears on the display.

Pressing this RESET DEVICE button has no effect on phone it only continues to turn off and on by itself.

 

Samsung phone support also told me to press the POWER button, VOLUME down and the HOME buttons together the screen reads WARNING!! A CUSTOM OS CAN CAUSE CRITICLE PROBLEMS IN PHONE AND INSTALLED APPLICATIONS. IF YOU WANT TO DOWNLOAD A CUSTOM OS, PRESS THE VOLUME UP KEY.

OTHERWISE, PRESS THE VOLUME DOWN KEY TO CANCEL.

I have pressed VOLUME up button and the screen reads DOWNLOADING...

DO NOT TURN OFF TARGET!!

(Below is a message in small print and needed to use a magnifying glass to read)

Top left corner of screen reads ODIN MODE

PRODUCT NAME : SM-A300Y

CURRENT BINARY : SAMSUNG OFFICIAL

SYSTEM STATUS : OFFICIAL

REACTIVATION LOCK : ON

WARRANTY VOID : 0X0

QUALCOMM SECUREBOOT : ENABLE (CSB)

AP SWAEV : S1,T1,H1,A1,A1,P1

SECURE DOWNLOAD : ENABLE

I've waited for the download to complete for over 12 hours and the screen continues to remain the same with no change.

My phone is out of warrantee and I need to take phone to a Samsung repair centre and could cost minimum of $68 for basic repairs or more for more serious repairs regardless if the phone is repaired or not.

Please share your option of my current options?



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    Hi Marko,

    There is no "Sophos Mobile Security Encryption" feature. The encryption on Android is a feature of the operating system instead. Something else than Sophos must have caused the issue. Maybe low battery or something like that.

    Indeed, factory reset is necessary. Factory reset can be a little bit clumsy sometimes. It really depends on the buttons pressed at the exact right time. You should check if you have the right instruction for the right model.

    Haridoss Sreenivasan
    Technical Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

Reply
  • 0

    Hi Marko,

    There is no "Sophos Mobile Security Encryption" feature. The encryption on Android is a feature of the operating system instead. Something else than Sophos must have caused the issue. Maybe low battery or something like that.

    Indeed, factory reset is necessary. Factory reset can be a little bit clumsy sometimes. It really depends on the buttons pressed at the exact right time. You should check if you have the right instruction for the right model.

    Haridoss Sreenivasan
    Technical Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

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