topic Re: Cannot access Lock Screen menu in X Series

Cannot access Lock Screen menu

Ian-B — Sat, 29 Jul 2017 20:38:53 GMT

When I go to Settings>>Lock Screen & Security the only menu I get is Clocks. I therefore cannot change Lock Screen which is currently set to Fingerprint and Pin. Please advise, thanks.

Re: Cannot access Lock Screen menu

ChloeS — Tue, 01 Aug 2017 02:43:28 GMT

Hi @Ian-B

Welcome to the community!

Are you able to show me a screen shot of what you can see in Lock Screen & Security so we can see what's going on there?

Once I have that we can try and get this sorted out for you

Re: Cannot access Lock Screen menu

Ian-B — Tue, 01 Aug 2017 16:06:52 GMT

Here it is. It is the clock sub menu. It defaults directly to that and will not go back. Thanks.

Re: Cannot access Lock Screen menu

ChloeS — Wed, 02 Aug 2017 00:57:20 GMT

Hi @Ian-B

Thanks for that.

Are you able to put the phone in safe mode and see if it will allow you to get to the lock screen menu while in safe mode?

Let me know

Re: Cannot access Lock Screen menu

Ian-B — Wed, 02 Aug 2017 07:56:24 GMT

Yes that worked. What should I do now.?

Thanks, Ian

Re: Cannot access Lock Screen menu

ChloeS — Wed, 02 Aug 2017 23:50:53 GMT

Hi @Ian-B

Great, glad that's worked. Essentially what it means with this working correctly in safemode is that there is a third party app installed on your phone which is causing this problem.

To resolve it you would need to remove installed apps one at a time until you are able to access the menu normally, once you can access the screen lock menu that means the last application you have removed was the one causing the problem.

You could change the lock screen while in safemode and then restart your phone (which takes it out of safemode). Anything you set in safemode will remain the same out of safemode, however to actually fix the issue you would need to do the above.

Hope that helps