to set up after factory reset, phone asks for but does not accept valid password

ncj111ncj111 Level 1
edited January 2021 in Others

Model ASUS Zenfone 3 Max (ZC520TL)

Firmware US-15.14.1810.14

Rooted No

Steps to replicate:

Boot to recovery. Select "Wipe & factory reset."

Allow phone to reboot and begin new set-up process.

Dialog opens stating phone was factory reset, and to continue please input old password.

Input either correct screen PIN from before factory reset, or valid password from Google account last associated with the phone.

Expected behavior: Set-up dialog accepts one of these, continues set-up process

Observed behavior: Set-up dialog reports invalid password, prompt repeats. After repeated attempts imposes a wait of 30 second between subsequent attempts.

Please advise how to either succesfully complete factory reset, OR unlock boot loader for this device. I am unable to find an Unlock Tool for this device on its support website.


  • Hi ncj111

    Please try the following steps to access recovery mode to complete the Factory Reset:

    0. Try to back up your data with USB cable. If you can not access the phone, please check if your google account or microSD card have auto backup your data. 

    1. Power off the phone, then keep pressing "volume down key"

    2. Press "power key" and stop press " power key" once you feel the vibration. Still keep pressing "volume down key".

    3. Stop press "volume down key" once you enter [Android Recovery] Screen

    4. Choose "Wipe data/factory reset">"Yes"

    5. "Reboot system now"

    #Hardware Reset Guide

    Please note that once the steps are completed, all data, apps, settings and personal information will be deleted.

  • Thanks for these instructions, but unfortunately when I boot into Android Recovery screen, the menu is in Chinese! Can you walk me through what I would need to do in order to access this menu in English?

  • Hi ncj11

    Can you provide me your screenshot?

This discussion has been closed.