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September 6, 2011
Question

HTC Imagio Unable to Unlock

Applies To:
Just received HTC Imagio aka Whitestone. Windows Mobile 6.5. Worked fine for 2 days.  Now Screen/phone won't unlock. Sliding the Lock symbol via the touch screen no longer works. No passwords have been created to lock phone. I removed battery 3 times so far to reset. I checked manual, and online -No success. Any suggestions? Anyone else experience this? Thanks
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10 People had
this question

cmaher

cmaher

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Answer
Been playing around with my new Imagio for 2 days and experienced the same prob. After multiple soft resets I began to go back and undo certain settings I made to personalize. When entering all owner info I set the tab to show owner screen at start up in case phone was ever lost. This is when the problem began. Phone would get stuck on owners screen and when I clicked the x or hit the end key it would open but lock after idle never to come back on. After many resets I got  back to owner info and unclicked the show at start up tab. Haven't had the issue since. Not tech savvy by any means but hope this helps. Seems like they write fixes for this kind of stuff often. So until then I just try not to lose my phone..
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Wht Boxer

Wht Boxer

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Based on what you have indicated and since removing the battery (which is effectively a soft reset) did not work, it sounds to me that you might have to perform a hard reset to bring it back to factory condition.  If the issue persists, then I would consider returning it.
Jack Cook
http://www.experiencemobility.net
http://www.mobilitysite.com
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Jack Cook - aka Help_Line

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Jack Cook - aka Help_Line MVP
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Windows Phone ... Just press start and enjoy a true mobile experience

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Based on what you have indicated and since removing the battery (which is effectively a soft reset) did not work, it sounds to me that you might have to perform a hard reset to bring it back to factory condition.  If the issue persists, then I would consider returning it.
Jack Cook
http://www.experiencemobility.net
http://www.mobilitysite.com
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Jack Cook - aka Help_Line

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Jack Cook - aka Help_Line MVP
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Windows Phone ... Just press start and enjoy a true mobile experience

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I have experienced the same issue, however I noticed it did not let me unlock when I had no signal.  Once I had signal, it seemingly let me unlock it.  I'm not sure if it was a coincidence or not, but maybe worth a look?
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StriderWA

StriderWA

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I had this problem when I did the following:

Changed unlock to not require a pass (had it before). Now, the phone had the slider. Slider does not work.

Once I enabled the password, it locks just like it did before. Phone no longer has the slider when trying to lock/unlock phone. Entering password successfully unlocks the phone.
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jmcmurdo

jmcmurdo

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Been playing around with my new Imagio for 2 days and experienced the same prob. After multiple soft resets I began to go back and undo certain settings I made to personalize. When entering all owner info I set the tab to show owner screen at start up in case phone was ever lost. This is when the problem began. Phone would get stuck on owners screen and when I clicked the x or hit the end key it would open but lock after idle never to come back on. After many resets I got  back to owner info and unclicked the show at start up tab. Haven't had the issue since. Not tech savvy by any means but hope this helps. Seems like they write fixes for this kind of stuff often. So until then I just try not to lose my phone..
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Wht Boxer

Wht Boxer

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I can vouch for Wht Boxers method.  Also if you want the Owner Screen you can!  if while you have Owner Screen disabled, go to Settings > All Settings > System > Smart Lock and uncheck the wm6.5 lock.  the Smart Lock icon will not be there if you have the Owner screen enabled.  Then go back to Owner Screen and enable it!  you can still lock it will just be the old lock that is just clicking unlock twice.
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J1Boogie3

J1Boogie3

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Thank you!!! I had the same problem and found that this resolves the problem.  To save time, if others have the problem....

Do a soft reset. Wait for phone to boot to home screen. (It seems to go to lock if you try to access too quickly.)
Select "Settings"
Select "All Settings" text at the bottom left
Select "Personal Settings" icon
Select "Owner Information" icon
On the personal settings page, select the "Options Tab" at the bottom right
Uncheck the "Identification Information" box under "When the device is turned on, display:"

The problem goes away!

I didn't have notes attached to my info, so I'm not aware if this will cause a problem too, but I suspect it would.  Thank you again to Wht Boxers or the helpful info!
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kadata

kadata

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Thanks for that update
Jack Cook
http://www.experiencemobility.net
http://www.mobilitysite.com
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Jack Cook - aka Help_Line

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Jack Cook - aka Help_Line MVP
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Windows Phone ... Just press start and enjoy a true mobile experience

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I ended up in the same state, unlock slider did not unlock or device hung on owner info screen.
I finally put phone down at boot, did not slide unlock bar 45 times
Device finally booted and I quickly turned off personal info option.
Works OK now.

(Note: I attempted to enable password security at the same time, but all entries were blank when I returned to disable it so I don't think that was problem)
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East Boston

East Boston

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Thanks for the info East Boston!

BTW, I was at Regina's in the North End a couple of weeks ago ... it was good but my #1 preference is still Santarpio's in East Boston!
Jack Cook
http://www.experiencemobility.net
http://www.mobilitysite.com
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Jack Cook - aka Help_Line

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Jack Cook - aka Help_Line MVP
Community Star
Windows Phone ... Just press start and enjoy a true mobile experience

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Your identification of the owner information start up screen as being the culprit was right on.  I removed that setting of having it display on start up and the slider began working again with no further issues.

Thanks for your help!
B
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BiancaK

BiancaK
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