Original topic:

S23 Ultra stuck on screen lock and biometrics screen after android update

(Topic created: 05-17-2025 07:39 PM)
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Lazzi
Constellation
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Galaxy S23
Hello everyone, 

I'm need of some help / guidance. I recently cracked my phone screen, the crack is in the lower half inch of the screen, bottom portion flickers green, but sometimes works. Touch works across the entire screen, phone was still very much usable, fingerprints and everything was working fine despite the crack, until today. I let the phone update and when it turned back on after the update, it wouldn't let me past the screen lock and biometrics settings screen. Once it turns on, it asks for my pin, and then just displays the security settings page (biometrics, password and all), and it won't let me exit out of it, or do anything else. After it times out, it will show the lockscreen as per usual, and I can use my fingerprint to unlock it, but just end up at the security page all over again. I don't know if this is caused by my cracked screen or due to the software update. It was working fine before the update, despite the cracked screen. And also it's stuck on airplane mode, not sure what that's about. 

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12 Replies
LongHiker
Galactic Samsung Care Ambassador
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Galaxy S23
When the screen was cracked, other things were damaged in the phone. You need to take it in for repair.
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timo2
Constellation
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Galaxy S23

I don't have any cracks on the screen but I faced this same issue, so I would say this is related to the update.

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Lazzi
Constellation
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Galaxy S23
Were you able to resolve it? If so, how?
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timo2
Constellation
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Galaxy S23

I haven't been able to resolve it yet. I went to Samsung dealer and they told that phone has to be given to repair, so I just bought a new one. I need find the time to check if I can get the pictures etc from the phone as they might need to do factory reset.

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useryyMoiS1zhv
Constellation
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Galaxy S23

I had the same issue so I don't think it's the cracked screen. I couldn't get past the biometric/lock screen until I changed my unlock option (from PIN to password). Then I was able to continue. 

scott5255
Constellation
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Galaxy S23

This worked, thank you.  My phone was completely useless this morning until you posted this.  Was preparing for factory reset after spending hours in chat with Samsung who didn't provide this simple solution.  Surely others are experiencing this.

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Lazzi
Constellation
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Galaxy S23
Thank you very much this solved my issue. It's definitely related to the software update, it appears that the new version isn't good with just having a pin, it requires a password, which it doesn't say explicitly so it leaves you wondering and scrambling. It would have been nice for it to just say that, I know a lot of people are going to hard reset their phones when they don't need to, which is sad. But thank you for your help.
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tovajessup
Constellation
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Galaxy S23

omg thank you SO much! I was having a rage blackout until i tried this and it WORKED. Samsung support didn't even know this.\

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Shahid_shah96
Constellation
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Galaxy S23

Thanks, this worked. Unable to use from yesterday . Samsung support doesn't know this.. wasted so much time with service centre executive 

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