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8/24/19
Lockscreen Loop: Pixel looping back to PIN screen after correct PIN is entered 2 Recommended Answers 162 Replies 254 Upvotes
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Last edited 8/24/19
I have recently updated my Google Pixel XL to Android 9. Noticed that when I entered in my PIN it didn't unlock straight away so was using just my fingerprint to unlock whenever I went to use the phone. Then had the bright idea of restarting the phone to see if that fixed the PIN issue...except when restarting, a PIN is required as double security. I am now stuck: I enter my PIN and the screen goes black as if it was unlocked but then comes back to the lock screen. I keep typing in my PIN and it just keeps coming back to the same lock screen. 
  • No, I have not forgotten my PIN. It accepts the PIN as correct because any other combination comes up as "Wrong PIN" but when I type in the right PIN it goes black and comes back to lock screen. 
  • I have since done several restarts and still no change
  • Tried rebooting in safe mode but still comes back to lock screen after I log in
Has this happened to anyone and what did you do to fix it? I really don't want to have to delete everything and reset
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Homescreen and Launcher, Google Pixel
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All Replies (162)
8/25/19
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Hi Victoria,
 
I'm really sorry to see that you're having this problem! We've seen a few other threads reporting this issue, but I'm not aware of any fix just yet. It's been escalated on our end so that the engineers can check into it. 
 
I'd encourage you to use another device to contact Pixel Support; even if they can't provide a fix yet either it should at least help to raise the priority of this issue:
 
I'll report back if I learn anything else about this.
 
Cheers,
John
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8/25/19
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I'm having the same issue with my phone. Hopefully we can get this solved.
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8/25/19
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Hi, same issue, even in safe mode. Recently upgraded to android 9. So frustrating!
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8/25/19
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Same issue, phone is unusable (except can receive calls).
Pixel 1, recently upgraded to Android 9.
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8/26/19
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I have a second device that is not locked out, but is experiencing the same issue...

The problem is that the pattern entry (other users report same issue with PIN) crashes when the challenge is completed successfully.

On the second device, I've tried to disable the security challenge, but to do so I have to enter the pattern, which keeps crashing settings.
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8/26/19
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Ditto - same problem Pixel 1 just upgraded to 9 last week.  Worked fine for several days then started doing this.  I don't want to fact reset and lose my pictures and other data. This really sucks - need a fix!
I tried various fastboot recover options, no help.  Can't use adb either.  Any other way to at least copy files off of the phone?
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8/26/19
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I contacted support last night, only option was a factory reset.  Worked out OK since I have everything backed up, but still a hassle.  Hopefully anyone else with this problem also has backup enabled and can recover with factory reset.
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8/27/19
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I am having this issue as well... really not feasible to factory restore
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8/27/19
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Not sure how to factory reset. Help?
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8/28/19
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This is coming from my other phone because the pixel 3 I use is having the same issue. If I type in a wrong pin it says wrong pin. If I type in the correct pin, it goes black for a second and then back to the lock screen. I would really like to fix it without a factory reset because I would like to keep text messages and game progress but I can reset if necessary. Safe mode does not fix the problem either nor turning on airplane mode.
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8/30/19
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Same with OG Pixel; just updated recently as well
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8/30/19
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Exact same issue.  Updated to 9.  I noticed my pin wasn't working after the update.  I was still able to get in with a fingerprint.  But then the phone restarted and I was forced to enter my pin on restart (fingerprint does not work on restart).  Now it's in the loop.  Time for a reset.
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8/31/19
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Happening to me too, just started :(  Pixel XL updated to 9..
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8/31/19
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same issue!
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8/31/19
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same exact issue here just happened
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8/31/19
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​If reset my phone and lose everything, will it happen again after I update?
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9/1/19
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I'm having the exact same issue after updating.
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9/2/19
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The same issue occurred on my Pixel XL when I updated about 6 days ago.  Any option at this point other than a factory reset?
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9/3/19
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I'm seeing the same problem with my Pixel 1 after the update.  I was putting it off because I was worried about problems like this.  Now I regret letting it update :(
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9/3/19
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One more victim here.  If you own a Pixel XL be warned.  DO NOT TURN THE POWER OFF!  You will likely fall into this messy trap as well.  

My current phone that's having this new issue is a "one week old" replacement for another Pixel XL that fell into a bootloop where the Google startup screen would never even get me to the PIN entry area.   

I'm hoping this isn't planned obsolescence.  I was considering going to the Pixel 4 when it comes out but I need to at least get there with the current version 1 first.  :(
Last edited 9/3/19
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9/3/19
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I have the same problem, Pixel XL suddenly won't accept PIN after Android 9 update.

John Bowdre, is there a fix?
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9/3/19
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Me too new phone now accepts my correct PIN but then immediately puts me back to enter PIN again. Not long after I updated
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9/3/19
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Hi User124086xxxx. Unfortunately it would seem that a factory reset from Recovery will allow you to regain access to your Pixel although of course this will wipe the device and you will lose any files/data not backed up elsewhere. Anything connected with your Google A/c will, of course, be safe.
 
For those not knowing how to carry out a reset from Recovery:
 
Factory Reset A Pixel From Recovery.
 
(Please note that prior to resetting, you will need to recall the credentials (email/password associated with the 'phone) used when first setting up the 'phone. Without  entering these, you will not be able to setup the Pixel and regain access).
 
  1. Press and hold the Volume Down and Power buttons simultaneously until the Android Recovery screen appears.
  2. Press the Volume Down button to navigate to Recovery.
  3. With Recovery displayed, press the Power button.
  4. When you see the 'Droid' with 'No Command,' hold Power and tap Volume Up just once and immediately release both buttons.
  5. Scroll to wipe data/factory reset by pressing the Volume Down button
  6. Press the Power button.
  7. Scroll to YES by pressing the Volume Down button.
  8. Press the Power button.
  9. The 'phone will wipe all contents.
  10. Press the Power button.
  11. The 'phone will now reboot to the initial setup screen.
Penny
Last edited 2/11/20
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9/3/19
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Yes correct, it will wipe everything.  Given that phones can crap out at any time it's good idea to always enable back up.  Most of my apps were restored, only a few I had to re-install.  MP3 files that I manually copied from PC need to be copied back.  So far the issue has not reoccurred since the factory reset.
Last edited 9/3/19
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9/3/19
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Wtf man this isn't COOL! I'm locked out of my phone and have to Wipe all my data! Just about to chuck this phone in the trash and switch back to Apple imo i left Apple to get away from stuff like this.
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9/3/19
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Me too!

Returned original Pixel 1 because of a mic issue.

First replacement phone a few weeks ago did this after a few days after I restarted because of an apparent glitch in the Google Photo app. 

Google agreed to a seconnd replacement and I've had it less than a day and I restarted the phone because the settings app was crashing after I tried to enter some additional fingerprints and same thing has happened again!!
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9/4/19
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Followed the instructions, but get to 'restart to bootloader' and press 'on' button but screen then reverts to previous page with 'start' showing. Tried several times and still the same result.
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9/4/19
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Same issue as @Liam O'Brien 1763
I'm trying to update my pixel from 9 to 10
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9/4/19
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Same issue with my Pixel 1 that I upgraded to 9 today. Wanted to add an additional fingerprint, noticed the settings(?) app crashing when entering the unlock pattern, tried a restart and now I'm locked out.
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9/5/19
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Same problem and had to erase my Pixel 1. I successfully used this "factory reset from Recovery" procedure from Google Support.

Thank you for contacting Google Support!
Here are the steps you need to follow so you can proceed to recovery mode.

1. Turn off your phone completely bu holding the Power Button for 5-10 seconds.
2. When it's completely turned off, hold Power Button & Volume Down Button at the same time for 10-15 seconds or until the boot load screen appears.
3. Please select Recovery Mode using the Volume Keys and Select it by pressing the Power Button once.
4. When you see the "No Command" sign and the Android Logo that has exclamation mark on it, hold the Power Button and while doing so, please press Volume Up Button once.
5. If it routes you to Recovery Mode page, please select Wipe or Erase Data ( Factory Reset ) option by using Volume Keys and Select the option by pressing the Power Button.
Last edited 9/5/19
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9/5/19
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So I did a factory reset from recovery and had to reinstall all my data - so tedious!

I have been worried that for whatever reason the Pixel needed to restart I would encounter the problem again and have to do the factory reset from recovery. As someone on this thread said "this isn't COOL".

This evening Android 10 became available. So with some trpidation I updated. On restart it didn't accept my first PIN entry but the second attempt was succesful - phew!
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9/5/19
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My Pixel XL did the same thing after installing Android 10 tonight. Had to reset to factory to fix it. So frustrating.
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9/5/19
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I am seeing the same issue, going to do the factory reset now.
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9/5/19
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Same issue with my phone, unfortunately a *brand new* Pixel XL that the local cell store talked me into (b/c they didn't have a Pixel 3 in stock and I needed something quickly).  Such a drag to have to factory reset and start all over again - it's not even 2 weeks old!!!
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9/5/19
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Same issue here.
  • Pixel XL 1
  • Android 9
  • Security Patch Level: February 5 2019
  • Build Number: PQ2A.190205.003
  • I have done the most recent update
I managed to break out of the loop by restarting my device via holding down the power button (not a full factory reset), the first time I entered my pin it put me right back to the lock screen, but the second time it took me to the home screen. I'm unsure why this worked for me but I hope it helps.
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9/5/19
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I am having the same issue - I do not have back-up so can't do factory reset without losing data.  Any other choice?
Last edited 9/5/19
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9/5/19
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Same issue here.  I bought my pixel xl a few weeks ago. After the update, my fingerprint still worked but not my pin. Now it requires my pin for extra security but then goes to the black screen. I was enjoying this phone, especially the camera, but having to reset it after such a short time of use is putting a damper on my enthusiasm for it.
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9/5/19
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Does anyone know what kind of time frame we are looking at for a fix if there is one? I would rather wait a few days for than reset my phone. Is google reliable for fixing their bug issues quickly?
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9/6/19
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Hi Melissa.This is a user to user forum staffed primarily by volunteers and, as such, no one here has advance information as to when/if solutions to issues such as this will be forthcoming.
 
If nothing suggested in this thread so far has helped, all that is left is either to factory reset from Recovery or to contact Google Support to enquire whether a solution will be forthcoming.
 
Regards, Penny
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9/6/19
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UPDATE:  I had also called in and factory reset as advised.  All my items were auto backed up that morning (apps, contacts, etc) so loss was minimized.  After reset, Pixel auto DL'd all previous apps.  Largest pain was re-accessing and re-setting preferences.
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9/7/19
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I am now having the same problem with the lock screen after my phone went dead. I have tried doing a factory reset but it won't let me continue through the process. What do I need to do? This is very aggravating and ridiculous.
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9/7/19
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Hi Cameron. As factory resetting from Recovery did not regain access to your Pixel, you will need to have it examined by a professional to determine the cause. There is a list of authorised repair centres by location HERE or if you are in the US, using another phone you can speak with a Google Support specialist HERE to discuss your options.
 
Regards, Penny
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9/8/19
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Has anyone had success figuring this out?  I can't even factory reset my phone, when I try the factory reset option it won't let me select the reset bootloader option.  It puts me in another loop and reloads back to options...another loop
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9/8/19
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so f****** infuriating. just happened to me. on vacation. after taking a morning's worth of photos - wasnt on wifi so of course no backup. ridiculous that you could get into this type of unrecoverable bootloop. 

plus i get the "no command" error when trying to go into recovery mode. found this https://www.androiddata-recovery.com/blog/solved-no-command-error-in-recovery-mode-on-android, but the tl;dr is when you get the "no command" error with the dead android character and the warning triangle in his belly, hold down the power button while that's displayed, then press/release vol up, then you'll get the proper recovery screen. 

stupid stupid stupid that there is no other way out of this.
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9/8/19
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This is happening to me too. It sucks that a bug in their update broke my phone, and it seems like the only solution being offered is for us to wipe our phones??
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9/8/19
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Happened to me. Also couldn't factory reset because there was a bootloader loop. What you have to do is select recovery mode and while it says "no command" hold the power button and press the up volume button. You are given a list of commands, choose "factory reset". 

My current question is... Do I try upgrading to android 10? avoid all updates ever?
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9/8/19
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This is happening to my phone as well. The phone contains enormous amount of wedding pictures from just a weekend ago. Resetting the phone isnt an option. I need to resolve this. Like the OP said, after correct PIN, it just loops it self.
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9/9/19
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I reset my dad's Pixel with this issue today by following Penelope's recommended steps of factory reset.  Then, I was able to select restore phone from a recent back-up in set-up.  (His system back-up was on prior to issue).  Seems to have fixed issue for now.  It did take a while for all the apps and data to reload.  So glad the back-up was there. Hope Google will have an update fix for this issue soon.
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9/9/19
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Also this video helped me get through the "no command" screen.  
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9/9/19
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Thank you Gretchen, I've added the 'no command' part to my initial post here.
 
Penny
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9/10/19
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Wow google. No fix for this in weeks? One small update issue completely disabled my phone. I've lost everything. It's constantly in a loop on the lock screen and when I actually by chance log on (I trick the phone into thinking I want to update my emergency information) and I get past the lock screen, it then just loops in "pixel is starting" screen. 

Needless to say I just purchased a Galaxy S8 and won't be buying a pixel again. It's a shame because I absolutely loved this phone.
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9/10/19
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Had the same issue now, factory reset.
I guess we need to keep a daily backup from now on.
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9/10/19
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This just happened to me yesterday. Last week I received a replacement pixel. The original pixel just started vibrating randomly until it died. Basically a phone heart attack. Now the replacement pixel goes into this endless login loop. They're sending me another replacement, without a known fix to this issue. I use my phone for work and I'll be overseas next week. Sounds a like a recipe for disaster.
This is terrible!
I can't even get to the factory reset screen. I'm not losing very much information but I'm getting really pissed off.
I've been a google FI user for years now. The first phone (I forget the name) also had a design fault. Similar thing happened to my wife's google FI compliant phone, different brand.

There's no point in offering a decent phone service if all the phones self destruct after a year or so!
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9/10/19
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I just had this happen about an hour ago. . . Tried restarting and a hard restart nothing helped, now trying the factory reboot but it will not work for me.
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9/11/19
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Just had this happen to me. Factory wipe was able to get rid of the issue, but of course with total data loss. Google WTF - this should be top priority issue with fix being pushed out asap.

Seriously Google, get your f&*$ing act together and fix this crap. And I say that only because I care - been tinkering and rooting devices since Gingerbread. Stupid crap like this is getting old. As someone who's personally responsible for at least 6 other Pixels among my friends and family, don't make me recommend something else.
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9/11/19
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Just happened to our pixel as well.
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9/11/19
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I am having the same issue. Is this a bug of Android 9?
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9/11/19
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I'm on a Pixel with Android 10 having the same issue and had to factory reset after a restart last week. Now my wife's Pixel also on Android 10 starts to experience the same issue. Hopefully I don't need to reset my wife's phone or else I'm doomed.
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9/11/19
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Been locked out of my work phone since the update was pushed. Baffling that there is no solution for this much less was even a problem in the first place.
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9/11/19
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Hi Joshua. Did factory resetting from Recovery not allow you to regain access to your 'phone? If not then please contact Support to discuss your options.
 
Penny
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9/11/19
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The advice I received to do a factory reset on my pixel phone after
It began looping when the correct pin was used to open it was no good. I tried to do factory reset and could not and I took it to a Verizon store and they were unable to do factory reset also. It seems I now own a piece of junk!
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9/11/19
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+1 also have this issue. Google this is critical and you need to push a fix out.

Everyone on this thread should be opening a support case and applying pressure to google: https://support.google.com/pixelphone/answer/7109524#

This is clearly an issue affecting many and it needs to be fixed properly -- factory reset is not an acceptable solution and it probably does not address the root cause (ie there is no guarantee it the lock loop won't happen again).
Last edited 9/11/19
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9/11/19
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Same problem. Upgraded to Android 9 last night.
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9/12/19
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I would also like to add my AAAaAaAAaAAAGGHGgGHHH to this thread.
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9/13/19
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Same issue.. entering pin.. Blank screen comes up and then again locked screen comes up..  looks like it’s a subtle message from the mobile phone manufacturers that you need to upgrade (phone). What these OEMs (including Google and iPhone) don’t realise is that this could wipe out their chance of a repeat purchase completely.
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9/15/19
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I followed support instructions and did a factory reset. Things seemed good for a day and then it failed again. Phone started boot looping making the phone unusable. 

This is completely unacceptable Google. This is a major issue and you need to address the root cause, not just tell customers to do a factory reset. 

This thread is starting to smell like a class action.
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9/15/19
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Yup. Same issue after a recent version update. Is it even possible to start a new update without access to the phone?
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9/18/19
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Have read the other answers, but just thought I’d add that this just happened to me as well after upgrading a few days ago. (Who knows, maybe the more users it affects the faster google will upgrade)

Pixel 1, just upgraded to 9
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9/18/19
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This happened to me as well after updating. Incredibly aggravating. Why would I factory reboot when there's 0 guarantee that it will actually fix it and there's 100% guarantee that I have to wait for everything to re install and have to re enter all of my credentials? An update that bricks a phone is a non starter. I hope they fix this ASAP.
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9/18/19
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Same issue with me!...
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9/19/19
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The same with me Google pixle c tablet though I have a theory on a fix
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9/20/19
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Same issue seems like this is a issue that deserves more attention than Google is giving it. I had run the August Android 10 with no issue.
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9/21/19
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Got the same issue after upgrading to Android 10.

I don't have backups of my files (pictures), so I need a fix without doing a factory reset.
ADB connection is working.

Any ideas?
* Is there any possibility to copy/backup files?
* Could it help to sideload an OTA with the same version or another (lower) version?
* Seems like it has to do something with "InvalidKeyException: Only SecretKey is supported". Any ideas? Maybe fix keystore? Enable/disable some setting from ADB?
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9/21/19
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same issue
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9/22/19
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Same problem after updating to Android 9 on a first gen Pixel. Google support only had me boot into safe mode, which did nothing. Their only other suggestion was a factory reset. Total IT bs answer when you don’t know how to fix it. That’s a lot of work and no guarantee that you won’t lose data. Not acceptable, Google. Of course, since I now can’t get into my phone, there isn’t a way to install an update even if they come up with one.
Update: had put in a trouble ticket and was later contacted by Google looking for users with the issue who had not yet done a factory reset. So they are aware and a team is working on it, but no joy yet. Sent them some info they needed, but I can’t wait any longer to do a reset.
Last edited 10/2/19
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9/23/19
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This problem appeared to me today on my Pixel XL with Android 10.

It's a very very severe bug and it's a shame Google is not providing an official statement.

What's even worse is that from what I've read here, also people with the Pixel 3 experienced this. And while I keep the Pixel XL as secondary device, Pixel 3 is my main phone.

I would be very worried to have this happening on my main phone.

Google please investigate on this. I'm surprised Google hasn't asked anybody to send their phone in, as that would be the only way they have to investigate the issue.
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9/23/19
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  • If you open the emergency call.
  • press the volume button.
  • then press the settings cog.
  • you can log in through that way to get to the settings.
  • And a pop up saying that the "System UI" keeps stopping.
  • then there's a chance it doesn't go back.
  • And you are only in the settings, stuck on start up loading for everything else.
  • But then you can login with finger print.
  • Next Choose
  • You can Create a New User (Don't add passwords, and make sure you allow them to make calls and texts
  • Now you can Use the Phone, and not lose your data till they come out with an update,


It seems to be an Issue with the unlocking security (authorize Part) of the Pin itself as you can't seem to remove it in the settings as this crashes the settings app.
Last edited 9/23/19
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I encountered this same problem with an up-to-date OS on a pixel (model G-2PW2100).  Luckily, I noticed it before getting locked out by secondary verification.  In my case, I updated all apps and waited for the inevitable.  Then, when finally locked out, I tried a reboot and found that the pin was properly accepted.  The problem has not recurred since (about 4 days).  Something to try if you notice this issue before getting completely locked out...

Summary: If you can still use fingerprint but have the pin-screen loop, update all apps ASAP and keep your fingers crossed.
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Google takes abuse of its services very seriously. We're committed to dealing with such abuse according to the laws in your country of residence. When you submit a report, we'll investigate it and take the appropriate action. We'll get back to you only if we require additional details or have more information to share.

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/pixelphone/threads
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/pixelphone/profile/0?hl=en