Hi there,

 

This is actually a feature of the application in order to prevent somebody simply stealing your device and inserting their own SIM card.

 

The password on the device should be the same as your online portal password so you should be able to simply tap on the Unlock button and then enter in this password.

 

I hope that helps!



 

 

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Steven, if I correctly understand he is pointing to the fact that his phone is without a data connection so even if he puts the correct password the phone can't be unlocked because the unlock feature relies on online verification. Am I right?

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Please i can open my online account but i can not unlock my phone with the same password, so i don't no what is the problem

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Hi

What you are saiying is right there is no data connection on my phone

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Hello dvd!

 

I am very sorry but I can't help you more. You have to wait for Webroot's techs.

 

@ Webroot techs

I tried to locate my phone just to verify that the unlock relies on data connection and it indeed looks like that's the case. Nevertheless in such a case there has to be an option which will work providing that there is no data connection.

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Ouch, sounds like a not-good situation.  The fact that it locks on a SIM change is absolutely correct, and precisely for the reason indicated.

 

The Password is normally checked online, however the password is also stored locally on the device specifically for cases like this.  Anytime you successfully log in by verification online, the app updates its local cache for In Case Of Emergencies logins.

 

This has the side effect of meaning that the phone will always remember the OLD password if you change it online until it is able to verify the new one online.  But if the network is not present, it will only validate the old password locally.

 

If you have changed the password on the account recently and have not used that password to log into the phone at all, then you will need to unlock it using the old password from before you changed.

 

There are some infrequent occasions caused by the soft keyboard where even in the password field, it thinks you are typing "Normal Stuff" and so puts the Shift active automatically for the first letter.  Since the password is Case Sensitive, that capital letter for the first letter can end up making it wrong.  So be sure to check for that possibility.  Also type the password in slowly and with great care.  I know that when I'm trying to hit "1" on my Android, I often accidentally hit "2" instead.

 

If you absolutely can't remember the stored password, the only option is to try to get a working connection to the internet, one way or another, in order for the password to be changed online and the phone to be able to check in for the password verification.

 

Also, one interesting thing to note is that we occasionally have had people mistake the actual hardware SIM lock for our lock.  Our lock screen is red with an Unlock button and Emergency Call button, whereas SIM lock screens are frequently white, though they can be any color.  A SIM lock of that type is initiated by the Phone and the SIM itself and usually requires the assistance of the phone company that issued the SIM, since it's not part of us.

 

We have zero access to the passwords and there are no "Back doors" or hidden ways to get around the lock.  If you cannot unlock it by accurately entering the locally-stored password and cannot acquire any kind of automatic internet connection via the SIM or a WiFi network that it will auto-join for it to discover the network password... well, then sadly the app is going to do its job very well to keep you out, since there is no way to prove you own the device without the password.  At that point, unless USB debugging is on (which it normally should not be) and you know how to use ADB to remove data, it would require the assistance of the carrier or phone manufacturer to perform a factory reset, which wipes all of the user data from the phone.

 

Hopefully this information will help you get back in.

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Hi Kit,

 

While I am fortunately not plagued by this problem I am very grateful for your in-depth clarification how the unlock works. I made my conclusion that if I ever change my password online it would be better then to, for instance, locate phone and unlock it using the new password. In doing so I should avoid the described problems when being off line.

 

Thanks & regards,

pegas

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Hi Kit

Just want to say thank so much for all your help and my problem was solved by repair my phone. Is it possible for me to reinstall webroot software and what are the disadvantages.

Regards

Dvd

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Hi,

 

I'm not sure I follow what you mean by "solved by repair my phone."  Do you mean you did a reset on the phone?  Regardless, I'm glad to hear the issue is resolved.  It's certainly possible to reinstall Webroot, and I can't see any disadvantage in doing so.

 

- Jim

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hi steven,

 

i have the same scenario with my samsung tablet 7.7, however i have not keyed in any password in my tablet and my online portal password is not working also ... not i have data connaction thru wifi

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hi steven kudos to webroot! i tried it the 3rd time and it actually worked

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