User's Manual

Troubleshooting: Locks, passwords, and protecting
your data
How do I reset my screen lock if I forget it?
For security reasons, the only way that you can reset your screen lock without knowing the password, PIN, picture
password, or pattern is to delete all of your device data. You can typically do this by entering an incorrect screen lock ten
times. You can also reset your device to its factory settings.
If you add your Google
™
account to your device, the factory reset protection feature is turned on. To set up your device
again, you must add the same Google
™
account. If you don't use the same Google
™
account, you can't complete the setup
process.
Smart Lock doesn't unlock my device as expected
Try any of the following;
• If your device doesn't unlock when you scan your face, try to improve the image Smart Lock uses to recognize your
face. Tap > Security > Smart Lock > Trusted face > Improve face matching.
• Adjust the distance between your BlackBerry device and a trusted Bluetooth enabled device. The distance of a
Bluetooth connection can vary depending on your BlackBerry device model and the Bluetooth enabled device.
• If your device remains unlocked when it is close to a trusted location instead of when you are at the trusted location, try
improving the accuracy of the trusted location. Delete the trusted location. Tap > Location > Mode. Tap High
accuracy or Battery saving, and then add the trusted location again. Your device might detect a trusted location
outside of the physical walls of a building, such as your house. Smart Lock might keep your device unlocked when it is
within an 80-meter radius of a trusted location.
• You might need to unlock your device using your screen lock the first time you connect to a trusted device or arrive at a
trusted location.
Finding and protecting a lost device
What to do if your device is lost or stolen
If you have a remote device management app, such as Android
™
Device Manager, set up on your device, visit the remote
device management website and sign in. Depending on the remote device management app installed on your device, you
might be able to:
• Lock your device
User Guide
BlackBerry Strictly Confidential
Security
116