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Razer Phone 2 PIN lock failure

Discussion in 'Razer Support' started by ErrorSnipeZz, Oct 3, 2019.

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  1. ErrorSnipeZz

    ErrorSnipeZz Member

    Dear Support,

    after using the phone for, i guess, a month without reboot it itn't possible to unlock the phone with PIN anymore.
    Android asks in a scheduled time to enter the PIN instead of using the fingerprint which causes, after entering the correct PIN, a restart of this process. The screen turns shortly black and asks again for the PIN.
    A restart makes the phone useable again but it would be nice if there were other solutions.

    It is possible to work around this crash to enter the PIN (to reset the schedule), open the camera app with a double press of the power button and going into the options menu which require the PIN too but instead of turning black it shows a message that the System UI App has crashed. With a press on shutting down the app completly it is possible to close the camera options and using the phone normally. Only the access to the phone with using the PIN code fails at this time permanently.

    Is there a solution?
    I am sure restarting the phone isn't a bad idea and should be done regulary but this looks like a problem which other android phones don't have.

    EDIT: Looks like the whole SystemUI turns down and the phone only displays a desktop because it is generated through Nova Launcher
     
    Last edited: Oct 3, 2019
  2. Razer.RedPanda

    Razer.RedPanda Guardian of the Forest Staff Member

    Hi there! When did this start to happen? Also, can you share a photo or video of the issue?
     
  3. ErrorSnipeZz

    ErrorSnipeZz Member

    hi, thanks for the reply.

    i will install the current update (Sep. 2019) shortly.
    The last time till the bug has appeared it has took nearly a month runtime.
    Following these, it will consume some time before i can share some pictures not to mention a video.

    I noticed, during the bug, that opening any setting in the android system that requires a PIN isn't possible.
    For example opening the 'PIN change' menu only leaves a blank menu after the correct PIN.

    I'll give feedback to this post after the bug appears again.

    Sincerely
     
  4. Razer.RedPanda

    Razer.RedPanda Guardian of the Forest Staff Member

    Thanks for the update. Let me know how it goes.
     
  5. ErrorSnipeZz

    ErrorSnipeZz Member

    Dear Support it's time again.

    I've let my Android run from my last report until now and it happened again.

    You'll find a snippet of the adb logcat result in the linked text file (
    can't upload a txt file here, and the limit of useable chars exceeds the post size).
    To produce the log, i've pressed unlock to show the lock screen, wished upwords to enter the PIN, entered the correct PIN, and done.
    The display turned black and the lock screen was closed.

    My report shows a cut of the "adb logcat -c all" report. The first lines are the end of the main buffer, then comes the crash buffer.
    If you wish i can send you the complete recorded log as a txt file. (I have cleared the whole buffer before i made the log so it only contains the current described event)

    EDIT: https://drive.google.com/open?id=1_VpZ6GUToKc5MA3_1TKSrPptG6KiYfL-

    Thanks for any help :)
     
  6. Razer.RedPanda

    Razer.RedPanda Guardian of the Forest Staff Member

    Thanks for the update. Please PM me a video of the issue as well as the serial number if your Razer Phone 2. I'll take it from there.
     
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