Booted up the infected Samsung. Endless malware pop‑ups, factory reset hung on the unknown lock code. Removed 8 Virus Apps but still it continued to be completely unusable. Unable to be used for email or 2FA.
So to get customer access to email, we tried Google account‑recovery. 2FA code sent, straight back to the locked phone. Even when we managed to blast our way through the viruses ads we might get lucky and see a code, but even if we do, the authentication requires another (loop within google). So we ask the customer about their email, with no password and no access, even the phone is tied into that email account. Customer said “don’t worry delete the phone”, however it was registered with the google account, so they would lose apps purchased under that account, customer said “do it…”. So we setup a new email so the customer can get working. In the meantime because were unable to get anywhere with the phone, we decide to do a full factory reset. but it needed auth from Samsung, which in turn wants 2FAs to the google email…
Caught in a vendor‑to‑vendor deadlock. No way in, no way out. “What’s more important, rescuing old data or getting you running again?”
They chose “running again.”
Step 1: New Email
- Spun up a fresh Gmail.
- Configured webmail access in Chrome.
- Verified they could send/receive immediately.
Step 2: Outlook Plan Deferred
- PC stuck on failed Windows updates, Outlook install blocked.
- Customer doesn’t want Office 365. Uses desktop Outlook.
Step 3: Data Audit
- “Anything critical on the laptop?”
- Answer: “Nothing I can’t reinstall.”
- Decision: schedule a clean Windows reinstall later. No rush.
Customer back on email. Phone loop broken by starting fresh. Laptop limping along on webmail.
Reflection:
Viruses can’t physically brick hardware, but can certainly make it impossible to use in the aftermath when big vendors trap you in endless verification loops.
