topic Re: Xperia XA not accepting my pin and some other bad experiences. in XA Series

Xperia XA not accepting my pin and some other bad experiences.

kjemmo — Tue, 23 Aug 2016 08:55:19 GMT

OK. Here is my experience with my new Xperia XA.

Issue #1: Pin is not accepted

I got i a few month ago and was quite happy with it. Last weekend I went to bed and the battery was around 50% charged when I woke up the battery was drained completely. So I put it in the charger and turned it on after a while but now the pincode is not accepted. The phone just says 'incorrect pin'. I have the same code as on my last phone and know 100% that I have not changed it my self during the night. I do not even know how to change it. So it seems that either there is a bug so the correct pin is not accepted or the pin changed by it self.

Issue #2: Xperia Companion do not work

So a phone changing the pin by it self is annoying, but it must be possible to do a reset of some sort. So I head to the sony website for support and find this guide that instruc me to use Xperia Companion to reset my phone. (http://support.sonymobile.com/gb/xperiaxa/faq/I-cant-unlock-my-screen/)

I install Xperia Companion and follow the guide to do a reset, but I can't complete the guide and get an error instead. So I start trying to resolve that error, but so far no luck.

The error code is: UEStartNoMorePorts L_2384

Issue #3: The support contact page do not work.

At this point i realize that I will not be able to solve this on my own, so I head to Sony support page to get some chat support. But even this seems to be an issue. When I acces the support page the country selecter do not work and the 'contact us link' just sends me to none-working page that I am already on.

Sorry Sony, but this is about the works experience that I have had with any phone and support department. Not only do my phone not work, but any attempt to fix the issue and get proper support has failed. I have spend hours on this and are very disapointed. Please let me know how to proceed.

Re: Xperia XA not accepting my pin and some other bad experiences.

Uliwooly — Tue, 23 Aug 2016 14:39:50 GMT

@kjemmo

Try a different browser and/or click here

http://support.sonymobile.com/global-en/contactUs/

Re: Xperia XA not accepting my pin and some other bad experiences.

kjemmo — Tue, 23 Aug 2016 16:28:45 GMT

I already tried different browser.

I turned out that the country dropdown worked for the Australian version of the site...???

Anyways I managed to get a chat support going after selecting Denmark as my country. The support was not very helpfull though. The supporter had no solutions for the Xperia Companion error and suggested that I tried on another PC or turned my phone in to the retailer.

Now I got stubborn and finally came up with a solution my self. I unistalled all Sony software namely:

Sony Mobile Update Engine
Xperia Companion

Then in did a registry cleanup with a little software called CCleaner.

Next I reinstalled Xperia Companion and tried to do a Factory reset again. This time it worked.

So if anyone else have this issue please try the above approach.

Sony support staff is useless and I have to say that level of support is terrible. So my journey can be narrowed down to this:

Phone not working > software not working > support website not working > when I finally get support it is useless.

Figured it out my self but spend too many hours in the process.

Re: Xperia XA not accepting my pin and some other bad experiences.

Uliwooly — Tue, 23 Aug 2016 16:54:04 GMT

@kjemmo

So the issue was with your computer and your experience with your Local support wasn't as "helpful"?

XA Ultra Screen Lock or Encryption issue

Isthatxavier — Thu, 10 Nov 2016 22:14:41 GMT

I am experiencing a bug with my Xperia XA ultra. One week after the previous update, I decided changing my phone's screen lock security from pattern to swipe. It worked fine, but when switching again for swipe to pattern the system crashed. I have factory reset it twice. I have performed two system repairs using the Xperia companion and every time that I go to settings - screen lock and security - and if I select pattern, pin or password, my phone crashes and I cannot unlock it.

In the meantime, I am just using swipe and it works flawlessly. Any idea why?

(I have also tried clearing the security certificates)

Other users are experiencing the same encryption issue but in a different way when their pin is rejected .. please just report this bug