/pixelphone/community?hl=en
This content is likely not relevant anymore. Try searching or browse recent questions.
-
9/4/19
Pixel xl won't allow me to unlock using the correct pin 0 Recommended Answers 55 Replies 100 Upvotes
1 Recommended Answer
$0 Recommended Answers
My new pixel xl suddenly stopped allowing me to use my pin to unlock it. I am definitely using the right pin. If I try a different pin, it tells me I have the wrong pin. When I try the correct pin it goes to a black screen then back to my lock screen. I have only had this phone since August 20. 

I have read all the theads I can see on this issue and it seems to be a big problem with no solution so far.  I have tried all the suggestions except resetting as restoring from Google still means a lot of time and effort for me. I don't want to be doing this every couple weeks. I was really enjoying this phone, but if this doesn't have a quick fix, I will be going back to a more reliable brand.
All Replies (55)
9/4/19
Hi Melisa,
The phone is still under the warranty period, so you should consider replacing it. If the problem happens repeatedly, this could indicate a hardware problem with the device. Go to this page, click 'Contact us' in top right corner (if you're on PC; if on phone, select it from side navigation bar), fill out the form, and a Google Support Specialist will get in touch with you. You can discuss your options with them.
marked this as an answer
Helpful?
-
9/4/19
Thank you for your reply.  From the other threads it sounds like this is a problem with a recent update. Others have recently experienced the same problem, all about the same time period and with the same symptoms. If it is a problem with an update, I would likely have the same issue on a replacement phone.
marked this as an answer
Helpful?
9/4/19
Same thing happened to me. After Android 10 update, Pixel 2XL asked for my PIN but didn’t recognize it. I submitted the issue thru Google Support. They took the IMEI number and would email me back a solution if any.
marked this as an answer
Helpful?
9/4/19
Hi Melisa,

I rebooted phone 7 times by pressing the "power button/volume down."  I thought I was reverting back to Android 9 but when I checked for updates the Pixel 2 XL was on Android 10 and up to date.

Hope this works for you.
marked this as an answer
Helpful?
-
9/5/19
Thanks for the suggestion Jimmy. I tried it, but my phone is still stuck in a lock screen loop.

I see from this thread that it is an issue with an update....

Does anyone know what kind of time frame we are looking at for a fix? I would rather wait a few days for a fix than reset my phone.
marked this as an answer
Helpful?
9/10/19
I had to revert back to my old/backup Pixel 1 on 6 Sep 2019 because I accidentally dropped my Pixel 3 in the liftwell: smashed it :(  When I restored it I installed Android 10, skipping Android 9 update. I received my replacement SIM yesterday but when I tried to reboot, my Pixel 1 got stuck in the same loop as Melisa in the lock screen and now I don't have a backup phone! I don't trust updates after this Android 10 issue so my new phone will probably be a Samsung after maybe 7 years with Google phones :(

I had to do this to factory reset:
Press and hold the Volume Down and Power buttons simultaneously until the Android Recovery screen appears.... etcetera.
One of the logs stated that "Installing_text" = Installling system update
and another log stated that "Installing_security_text" = Installling security update
I wonder if the update didn't complete for some reason although I definitely let Android 10 install/run its course completely and rebooted the phone.
Anyway, I've now had to give in and do another factory reset and hope I can just install Android 9 rather than 10 which didn't work well for me!
Last edited 9/10/19
marked this as an answer
Helpful?
9/20/19
yes I am experiencing the same problem. My phone ran out of battery, plugged it it. restarted the phone, put in the pin as normal, screen goes black and then back to to me putting in the pin. I tried restarting several times and nothing.
marked this as an answer
Helpful?
9/20/19
I have the same issue since yesterday. If anyone hears how to fix this from Google, please share the info.
marked this as an answer
Helpful?
9/20/19
I have had the same problem. I got it to go into factory reset - and wiped everytihng. I then had to try a couple of times and eventually the phone went back to the very beginning and I am now reloading everything back onto my phone. This is so annoying as the phone I have is a replacement one for the exact same model XL which got stuck in a loop and eventually just crashed altogether. They sent me a reconditioned XL - so if this keeps doing that I am going to want a replacement that is not an XL!
marked this as an answer
Helpful?
This reply is no longer available.
This question is locked and replying has been disabled.
Discard post? You will lose what you have written so far.
Write a reply
10 characters required
Failed to attach file, click here to try again.
Discard post?
You will lose what you have written so far.
Personal information found

We found the following personal information in your message:

This information will be visible to anyone who visits or subscribes to notifications for this post. Are you sure you want to continue?

A problem occurred. Please try again.
Create Reply
Edit Reply
Delete post?
This will remove the reply from the Answers section.
Notifications are off
Your notifications are currently off and you won't receive subscription updates. To turn them on, go to Notifications preferences on your Profile page.
Report abuse
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.

Go to the Legal Help page to request content changes for legal reasons.

Reported post for abuse
Unable to send report.
This reply is no longer available.
/pixelphone/threads
//accounts.google.com/ServiceLogin
You'll receive email notifications for new posts at
Unable to delete question.
Unable to update vote.
Unable to update subscription.
You have been unsubscribed
Deleted
Unable to delete reply.
Removed from Answers
Marked as Recommended Answer
Removed recommendation
Undo
Unable to update reply.
Unable to update vote.
Thank you. Your response was recorded.
Unable to undo vote.
Thank you. This reply will now display in the answers section.
Link copied
Locked
Unlocked
Unable to lock
Unable to unlock
Pinned
Unpinned
Unable to pin
Unable to unpin
Marked
Unmarked
Unable to mark
Reported as off topic
/pixelphone/profile/0?hl=en